Sakshi Anand

Operations Associate

Bengaluru, Karnataka, India16 yrs 5 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

15 years of experience in IT Customer Experience Management
Expert in Incident and Change Management processes
Proven track record in escalation and problem resolution

Stackforce AI infers this person is a Customer Experience Management expert in IT services.

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Skills

Core Skills

Incident ManagementCustomer Experience ManagementChange ManagementProblem Management

Other Skills

Process ManagementITILCustomer Relationship Management (CRM)ITIL CertifiedIncident HandlingBusiness Relationship Management

About

ITIL Certified Process manager with 15 years of experience in Incident/Change/Problem and Client Management. Value-driven and goal-oriented IT Customer Experience Management with demonstrated experience in Incident management, escalation management, incident handling, planning and implementing innovative solutions to address business critical incidents/changes.

Experience

16 yrs 5 mos

Total Experience

4 yrs 1 mo

Average Tenure

5 yrs 7 mos

Current Experience

Cisco

APAC Escalation Manager ,Customer Experience at AppDynamics

Nov 2020 – Present · 5 yrs 7 mos · Bengaluru, Karnataka, India

Incident ManagementCustomer Experience Management

Atos syntel

Change And Release Manager

Aug 2018 – Nov 2020 · 2 yrs 3 mos · Bengaluru, Karnataka, India

Responsibilities as Change Manager :
To review the Change Requests based on the impact,severity and urgency
To coordinate the overall planning and scheduling of the changes
Ensuring that the Change Requester follows a formally agreed CR life cycle in the tool
Maintaining calendars for all scheduled changes/ major-minor releases for accuracy.
Coordinating and participating in the CAB meetings
To Generate and publish various analytical reports.
Sending internal and external notifications to stakeholders(for upcoming Changes, Weekend Agendas, Outage, Freeze Periods, CRQ implementations & Process updates)
.• Creating and managing all process documents related to change management.

Change ManagementProcess Management

Atos

Major Incident Manager

Aug 2013 – Aug 2018 · 5 yrs · Pune Division, Maharashtra, India

Responsibilities as Major Incident Manager :
Driving the High priority issues for quick resolution.
To Chair Bridge calls for effective coordination among all the parties involved for incident resolution
Sending the timely communications to all stake holders for major incidents at a regular interval
Generating regular reports related to KPI
Maintaining proper documentation and knowledge articles
To Contribute for CSI initiatives
Ensuring proper coordination between incident management and problem management

Incident ManagementProblem Management