Anupama Sahu

Experienced IT Service Management professional with 13.5+ years at Tata Consultancy Services, specializing in Change Management, Incident Management, problem management and Service Request Management. Proven expertise in streamlining ITIL processes, Skilled in report analysis and dashboard preparation. Adept at stakeholder communication, process governance, and driving continuous improvement initiatives.

IT Service Management Professional - Tata Consultancy Services

(2013)

13.5+ years of experience in IT Service Management specializing in Change Management, Incident Management, Problem Management, and Service Request Management.

• Ensure all changes are properly logged, reviewed, approved and implemented
• Conducted Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings to review and approve Application and Infrastructure Changes categorizing ECR, Normal(Major/Minor), Standard changes
• Evaluate impact, risk and rollback/backout plans are defined
• Ensure that all required change artefacts/approvals are available and completed i.e, cutover plan, Systems Integration Testing (SIT)/TCOE, load test, UAT, Code review, Enterprise Architecture(EA) review, downtime notification/approval from application owner, production support/KT signoffs, UI/UX approvals
• Conducted Post-Implementation Review (PIR)
• Monitored and tracked change success rates, failed changes, and emergency change
• Working on KPIs, monthly dashboard, reports involving exceptional approved Changes, Lead Time Adherence, implementation time adherence, Change Type, Promotion category (data fix, Code fix, Enhancement, Setup)
• Streamlined change documentation guidelines, Artifacts checklist, 967 approval workflows matrices
• By configuring fields within the tool, manual tasks and report generation were automated, resulting in a significant reduction in operational time
• Managed incident and service request lifecycle, reducing MTTR and improving customer satisfaction
• Delivered KT sessions to L1/L2 support teams, strengthening their understanding of incident and service request processes, SLA/KPI targets, and audit requirements
• Maintained incident and service request audit dashboards aligned with quality check parameters to ensure accurate monitoring and compliance
• Analyzed and validated pending ageing incidents, identifying legitimate reasons for delays and providing actionable insights to drive resolution
• Maintained monthly reports/dashboard i.e. logged vs resolved trend, top 10 category, response & resolution SLA
• Managed end to end problem management lifecycle including identification, logging, RCA and Resolution
• Conducted Root cause analysis(RCA) for recurring and high impact incidents, coordinated with technical team to implement permanent fixes, ensuring SLA compliance, Prepare dashboards to track problem record
• Analyzed incident trends to identify proactive problem opportunities and prevent future issue
• Created and maintained known Error database(KEDB) for faster incident resolution

B.E. - IT - RGPV Bhopal (2012)

H.S.C. - MP Board (2008)

S.S.C. - MP board (2006)