RAINA GUPTA
Luxembourg
Summary
IT service management professional with over 13 years of experience in enterprise IT services within banking and hybrid cloud environments. Expertise in ITIL-aligned processes, including incident, problem, change, and configuration management, as well as software asset management (SAM) and hardware asset management (HAM). Proficient in ITSM platforms like ServiceNow, with a track record of managing critical incidents, conducting root cause analysis, and driving continuous service improvement. Skilled in stakeholder management and collaboration with cross-functional teams to ensure high service availability and performance.
Overview
15
15
years of professional experience
Work History
Change Manager/ ITSM Process Lead
TATA CONSULTANCY SERVICES (TCS)
12.2023 - Current
- Acted as single point of contact for major incidents, coordinating multiple teams to drive resolution.
- Led change management initiatives across diverse projects within the organization.
- Developed communication plans to engage stakeholders effectively during transitions.
- Analyzed impact assessments to identify areas of improvement during change cycles.
- Implemented feedback mechanisms to gather insights from employees post-implementation.
- Created communication plans to ensure stakeholders were informed of changes throughout the process.
- Facilitated workshops with teams to discuss new processes, procedures, and systems related to the change initiative.
- Managed high-severity incident bridges, facilitating real-time troubleshooting and effective escalation handling.
- Communicated timely updates to senior leadership, business stakeholders, and IT teams regarding incident status.
- Conducted post-incident reviews to identify root causes and drive problem management initiatives.
- Collaborated with problem and change management teams to prevent recurring incidents and enhance service resilience.
- Developed incident response strategies that improved team efficiency and reduced mean time to resolution.
- Installed and configured monitoring tools like Cloudwatch and NewRelic to monitor system health.
- Monitored the health of nodes within a network using monitoring tools such as Prometheus and Grafana.
- Performed root cause analysis on incidents reported by users or monitoring tools.
- Generated monthly reports summarizing product performance against established KPIs.
- Maintained and monitored cloud-based applications, services and systems to ensure optimal performance.
- Facilitated communication between stakeholders during high-impact incidents and escalations.
Problem and Change Manager
TATA CONSULTANCY SERVICES (TCS)
Luxembourg
04.2017 - 11.2023
- Executed root cause analysis and managed problem resolution effectively.
- Maintained known error database to enhance troubleshooting processes.
- Analyzed impact assessments to guide decision-making on changes in processes.
- Developed training materials to support staff during transitions and system upgrades.
- Collaborated with IT teams to streamline process changes using digital tools.
- Participated in post-implementation reviews to evaluate effectiveness of change initiatives.
- Created change requests, assessed risks and monitored progress of changes.
- Updated knowledge base with information regarding new technologies or systems used by organization.
- Collaborated with stakeholders from various departments for successful implementation of changes.
- Conducted trend analysis to identify process improvement opportunities for Jaguar Land Rover.
- Led change management initiatives across diverse projects for global clients.
Configuration Manager (CMDB)
TATA CONSULTANCY SERVICES (TCS)
03.2015 - 04.2017
- Ensured accuracy of CMDB data and configuration item relationships.
- Developed and maintained configuration management plans and documentation.
- Managed configuration changes across multiple projects and systems.
- Streamlined workflows to enhance efficiency in configuration management tasks.
- Conducted CMDB audits to enhance reporting processes.
IT Specialist – IT Service Management
FCS SOFTWARE SOLUTIONS
03.2013 - 04.2015
- Ageing Analysis (P1/P2 and P3/P4)- Top 20 and more than 30 Days.
- Incidents not modified for more than 2 days (focusing to retain the 5 days SLA for P3P4 incidents).
- 3rd Party Vendor Action Tracking.
- Prepare Incident Audits and SLA Compliance reports.
- Trend Analysis to obtain repetitive pattern of past incidents and obtain repeatedly affected CIs. Discuss with Problem Management team and open proactive problem investigation tickets for mitigation of cause.
- Major Incident Management- Driving MI Bridge, End to end tracking and monitoring of progress on Major Incident, Quality of Major Incident Notifications, adherence to SLA Compliance, follow Escalation Matrix upon no response, etc.
- Liaising with Problem management and open reactive problem investigation tickets for Root Cause Analysis against P1/P2 Major Incidents and mitigate the root cause.
- Training and Educating Technical teams on Incident Management Process on regular intervals to ensure adherence to process.
- Preparing weekly and monthly productivity reports.
- Preparing Monthly Deck Report.
Digital Service Specialist
Iyogi Technical Services
04.2011 - 03.2013
- Responsible for providing technical support to customers.
- Providing technical support for client networks.
- Troubleshooting all networking problems, Printers, Hardware and Software applications to ensure minimum downtime and maximum availability of network.
- Providing technical telephone support to correct software and hardware problems in networking devices.
- Responsible for creating Knowledge Base articles and updates.
- Responsible for conducting analysis like Training Need Analysis, Trend Analysis, CSAT Analysis, DSAT Analysis, and Root Cause Analysis.
- Performing firmware upgrades on existing network devices.
Education
Bachelor of Technology - Computer Science & Engineering
Skills
- ITSM ownership and governance
- Incident, problem, and change management
- CMDB and service mapping
- Discovery mapping
- Major incident management
- Agile methodology
- Monitoring tools: Grafana, Kibana, OpsGenie, CloudWatch
- SLA and KPI reporting
- Risk compliance and audit
- Stakeholder and executive communication
- ServiceNow ITSM platform
- AWS and Azure cloud services
- SQL and Linux administration
- Database management
- Software and hardware asset management
Accomplishments
- Reduced Major Incident resolution time by 40%, improving business continuity.
- Established a proactive Major Incident Management framework, reducing high-severity incidents.
- Improved SLA compliance for critical incidents, enhancing stakeholder satisfaction.
- Conducted training sessions for 100+ IT professionals on best practices for Incident and Problem Management.
- Successfully led cross-functional teams to resolve mission-critical IT issues, ensuring minimal disruption.
Certifications And Tools
- ITIL v3 / ITIL 4 Certified(Credential ID: GR671570272RG)
- ServiceNow Platform Implementation (Yokohama)
- ServiceNow CMDB & Discovery Genius 2025
- Certified ServiceNow Associate
- ·JIRA, BMC Remedy
- Agile Methodology
- AWS Certified
- Cloud Computing
Personal Information
- Available: Immediate
Timeline
Change Manager/ ITSM Process Lead
TATA CONSULTANCY SERVICES (TCS)
12.2023 - Current
Problem and Change Manager
TATA CONSULTANCY SERVICES (TCS)
04.2017 - 11.2023
Configuration Manager (CMDB)
TATA CONSULTANCY SERVICES (TCS)
03.2015 - 04.2017
IT Specialist – IT Service Management
FCS SOFTWARE SOLUTIONS
03.2013 - 04.2015
Digital Service Specialist
Iyogi Technical Services
04.2011 - 03.2013