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Abhilasha Sinha Rajput

@abhilashasinharajput

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Dedicated Service Manager with over 14 years of experience.

India

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and continuous improvement.

I am a dedicated Service Manager with over 14 years of experience in various technical and management roles within the IT industry. My focus has been on driving Change Management, Incident Management, and Continual Service Improvement initiatives to enhance operational efficiency and service delivery across diverse sectors. At British Telecom Global Services India Ltd., I excelled as a Service Specialist, where I showcased my expertise in analyzing incidents, implementing service enhancement projects, and mitigating risks to ensure seamless operations and customer satisfaction.

Throughout my career, I have been acknowledged for spearheading ongoing enhancement initiatives that optimize operational efficiency and elevate customer satisfaction levels through strategic improvements. I possess a strong ability to manage customer grievances effectively, ensuring clear and impactful communication with stakeholders. My core competencies include IT service management, project management, and a commitment to fostering a culture of continuous improvement and innovation, which has consistently propelled business expansion and service excellence.

Experience

Work history, roles, and key accomplishments

Current

ITSM Consultant

Current

PwC India Ltd.

Jul 2024 - Present (1 year)

Conducted assessments of ITSM maturity for clients, defined target operating models, and developed remediation roadmaps to enhance service operations. Led stakeholder interviews and analyzed data to drive service performance improvements.

ITSM ServiceNow Data Analysis Stakeholder Management Process Improvement Compliance Governance Agile Risk Management Communication

Service Specialist

British Telecom Global Services India Ltd.

Jan 2019 - Jun 2024 (5 years 5 months)

Collaborated with teams to resolve incidents, led service enhancement projects, and managed risks to improve customer experience. Ensured quality assurance and maintained client loyalty through effective communication.

Incident Management Risk Management Quality Assurance Communication Customer Service Project Management ITIL Continuous Improvement

Consultant

Capgemini India Pvt. Ltd.

Jul 2016 - Aug 2016 (1 month)

Set up and debugged firewalls, maintained VPN infrastructure, and oversaw service transitions to ensure operational continuity. Managed network security protocols and enhanced performance.

Network Security Performance Optimization Troubleshooting Network Management

Network Consultant

Altisource Business Solutions Pvt. Ltd.

Jul 2014 - Jan 2016 (1 year 6 months)

Managed Level 2 escalations and network configurations, ensuring minimal operational interruptions. Utilized various tools for network surveillance and maintained detailed inventory reports.

Network Management Configuration Management Performance Optimization SNMP TACACS+SSH Database Management

Network Support Associate

Reliance Communication

Jul 2012 - May 2014 (1 year 10 months)

Addressed network issues and collaborated with service providers. Managed database performance, backup, and disaster recovery planning while overseeing server and network management.

Database Management Disaster Recovery Performance Optimization Oracle MySQL Cloud Technology Virtualization

Education

Degrees, certifications, and relevant coursework

Rajiv Gandhi Technical University

Bachelor of Technology, Electronic and Communication

2007 - 2011

Completed a Bachelor of Technology in Electronic and Communication, focusing on the principles of electronics and communication systems, preparing for a career in IT and telecommunications.