Open to opportunities

Namrata Kulkarni

@namratakulkarni

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Dedicated and results-driven IT Service Management professional, BMC Remedy, ITIL, ServiceNow, Jira

United Arab Emirates

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What I'm looking for

Seeking a challenging role that leverages my IT Service Management expertise to drive business growth and improvement, with opportunities for professional growth and collaboration with a dynamic team.

As a seasoned IT Service Management professional with over 11 years of experience, I have a proven track record of establishing and optimizing IT operations capabilities. With a strong foundation in ITIL V4, I have successfully implemented and maintained ITSM processes, ensuring alignment with industry best practices. My expertise spans configuration and management of Service Management and Assurance tools, including BMC Remedy, ServiceNow, Jira, and Splunk.

Throughout my career, I have worked closely with Program/Project Management, providing inputs during project planning, resource requirements, and development estimates. I have also provided user support and training, addressing technical issues and offering guidance to ensure efficient use of ITSM systems.

I am a quick learner, an excellent team player, and thrive under pressure, consistently meeting tight deadlines. My achievements have been recognized with awards, including the Rising Star and Bravo awards, as well as client appreciation for my efforts in onsite and offshore projects.

Experience

Work history, roles, and key accomplishments

ITSM Analyst

Intertech system LLC

Sep 2022 - Dec 2022 (3 months)

Responsible for Business requirement document (BRD) creation, walkthrough & sign off. Created Foundation Data – People records, Location and Organization data, Categorization data (Operational and Product Categorizations), Setup SLA, OLA, Service request with approvals and milestone. Responsible for Prioritization of Key issues and work with required stakeholders to get it done on quick phase. Dat

Incident Management Change Management Data Management

IT Service Management Specialist & Test Lead

Tech Mahindra Ltd

Jan 2017 - Dec 2021 (4 years 11 months)

Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team Participate in the full software development life cycle: Analysis, Design, Testing, Training, and Operational Support Support Remedy and ITSM tools in relation to Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Ma

Incident Management Change Management Data Management

Transition Expert and Operational support

Tech Mahindra Ltd

Jul 2015 - Jan 2019 (3 years 6 months)

Bringing process improvements to bring operational efficiency. Root Cause Analysis of Medium and High incidents. Create and update of Operational Documents (Troubleshooting guide, operations handbook Communication Plan ) Present Monthly Service Review to customer. Present Capacity Report to customer Responsible for the daily administration, maintenance, monitoring and support for ITSM suite, in a

Incident Management Solutions Management Change Management Data Management

IT Service Management team member, Onsite coordinator

Tech Mahindra Ltd

Dec 2011 - Mar 2015 (3 years 3 months)

Communicate effectively with other professionals/technicians, Service and Project managers, Worked with client directly for process defining. Configured Templates, User Permissions, Support groups, Approvals, Operational categorizations, Hub/Spoke model, and Product categorizations. Change queues, Auto assignment rules. Support the development code issues in production and perform hot fixes/enhanc

Incident Management Change Management Data Management