Deepa Nair

ITIL V2/V3 and Expert Certified competent professional with 14 years of experience, which includes 12 + years in IT Infrastructure –IT Service Desk, Service Management, Command Center Operations, Transition Management, Service Delivery, ITIL Process implementation, Innovation/Transformation, Diversity, CSI and Team Management with well-known organizations
• Currently associated with Danske Bank IT & Support Services Pvt Ltd as IT Development Manager handling IT Service Operations (Incident/Change/Problem/Request/Performance Event/Reporting Management teams).
• Implementing effective utilization of ITIL best practices for IT operations; well versed with ITIL Processes: Incident Management, Problem Management, change Management, Request Management, ITIL Process Framework
• Expertise in concepts of end-to-end Service Management and implementation from scope management, to activity sequencing, risk analysis to quality management in adherence to quality guidelines and norms.
• Adroit in management of entire IT processing operations with experience in providing technical support to clients and team members
• Acting as an escalation gate to resolve critical issues of the team members. Skills in conducting various training sessions for enhancing the performance and quality of service,
• Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes.
• Excellent communication and interpersonal skills with proven abilities in resolving complex issue
• An effective communicator with exceptional presentation skills & abilities in leading teams
• Made vital contributions in Transition Management – High success rate in outsourcing/off-shoring the function or the process from the donor location or organization to the outsourcing organization
• Effective handling of shared services Operating model resulting a better service offerings to companies in terms of cost, quality, productivity, customer service and other key business metrics
• Coordinate with Corporate Audit, external auditors and internal team to plan and execute IT audit reviews
• Traveled to the client locations for Knowledge exchange and transition. Successfully transitioned 40+ new client deliverable s to offshore, Appreciation from Senior Leadership for successful on-time transition
• Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes
• Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
• Thrives on challenges and responsibility and has high levels of energy, tenacity and enthusiasm to deliver results through the team