Dhathri Bhat
@dhathribhat
I improve IT service delivery through ITSM governance, performance insights, and continuous improvement.
IndiaWhat I'm looking for
At Fidelity Investments, I oversee Incident, Problem, Change, Release, and Service Review practices while driving continuous service improvement.
I monitor SLAs, KPIs, service performance, and operational metrics, supporting a 95% resolution rate within defined SLAs. I turn Incident and Change data into trend analysis, risk identification, and actionable recommendations for management.
I build and maintain Power BI and ITSM dashboards that communicate service health, performance metrics, and improvement opportunities. I also lead service review meetings and coordinate stakeholders and cross-functional support teams during service-impacting issues.
Previously at IBM, I coordinated Incident and Problem Management, investigated root causes, and reported service failures and customer issues. Across nearly nine years in IT service management, I focus on improving service quality, operational efficiency, and customer outcomes through ITIL-aligned practices.
Experience
Work history, roles, and key accomplishments
Oversee ITSM practices including Incident, Problem, Change, Release Management, and Continuous Service Improvement. Monitor SLAs and KPIs, develop Power BI dashboards, and lead service review meetings to drive process improvements.
Facilitated Incident and Problem Management activities to resolve service disruptions and reduce incident recurrence. Evaluated service delivery data, coordinated with customers and support teams, and provided management reporting on service failures and improvement opportunities.
Education
Degrees, certifications, and relevant coursework
ITIL
ITIL Foundation Certified, IT Service Management
ITIL Foundation certification in IT Service Management, obtained in June 2020.
Global Academy of Technology
Bachelor of Engineering, Information Science
Bachelor of Engineering in Information Science from Global Academy of Technology, completed in 2017.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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