Ritika Patni
Engagement Manager
Mainz
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Summary
B.Tech & Six Sigma Green Belt certified professional with 11+ years of progressive experience in Process compliance, IT project Management ,Service delivery and Service management. Persuasive articulator, possessing deep understanding of various aspects of effective and efficient business relationship.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
Engagement Manager
TATA Consultancy Services
01.2022 - Current
- Managed over 20 key customer stakeholders, resulting in long-term partnerships and increased revenue.
- Negotiated over 20 service contracts with clients and vendors beneficiary to both parties .
- Maintained partner relationship with clients, proactively sharing market conditions, best practices, and innovative solutions.
- Created collaboration between different project teams for seamless execution of service deliverable to achieve overall success of engagement .
- Managed client expectations and addressed pain points, ensuring high level of customer satisfaction throughout engagement process.
- Implemented data-driven strategies for continuous improvement of engagement services, leading to improved performance metrics.
- Assessed risks associated with engagements proactively mitigating potential issues before they impacted any aspect of deliverable.
- Enhanced client satisfaction by effectively managing cross-functional teams and delivering high-quality solutions.
- Regular evaluation of performance data to identify areas for improvement and identify processes to enhance future engagements'' quality and effectiveness.
- Close collaboration with clients through in person meeting to understand needs and develop proactive solutions.
Service Delivery Manager
Tata Consultancy Services
09.2018 - 01.2022
- Responsible for end to end service delivery for IT infrastructure services with 400 plus resources.
- Ensured compliance to Life Science regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Optimized resource utilization, and identifying levers for cost reduction and efficiency improvements.
- Handled escalated customer issues effectively, while preserving positive relationships..
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Led cross-functional teams to achieve project goals on time and within budget.
- Improved service quality, addressing client concerns promptly and professionally.
- Maintained resource utilization and plan upcoming staffing requirement to maintain timely and accurate deliveries.
- Managed Vendors to drive delivery of required services.
- Coordinated among multiple business stakeholders to reach to consensus during project status checkpoints.
- Created Agile project delivery approach to enable smooth project completion.
- Accountable for onboarding , transition & optimized operations for new scope and projects.Developed & improved delivery processes by introducing dryruns,process refreshers ,regular audits eading to 98% customer satisfaction in 2023.
Service Management Specialist
Tata Consultancy Services
02.2015 - 08.2018
- Implemented effective incident management & Problem management system, effectively reducing downtime and minimizing business disruption.
- Played key role in post Major Incident reviews, identifying areas for improvement and ensuring lessons learned were applied to processes.
- Led root cause analysis investigations into recurring problems, resulting in long-term solutions that reduced future incidents significantly.
- Monitored & Reported service health through effective management of KPI,SLA and OLA .
- Designed value log for delivery project. High participation and value turnout with 50+ new ideas proposed and implemented in different infra and process domains.
Cisco VoIP Engineer
HCL Technologies
06.2012 - 02.2015
- Working on Level 2/Level 3 Incidents related to IP telephony
- Effectively managing major incidents impacting IP telephone lines for complete site.
- Collaborating with Cisco support services (Cisco TAC )on issues related to software bugs
- Identifying root cause for repeated issue impacted telephony line.
- Working in 24*7 environment with customers from different geographies and effectively handling escalated issues.
Education
Bachelor of Technology - Computer Science
04.2001 -
Skills
Risk Assessments
Vendor Management
Price Structuring
Customer Relationship Management (CRM)
ITSM
Six Sigma Green Belt
Infrastructure Services
Project Management
Certification
ITIL V3
ITIL
ITIL certified process expert with handson experience on multiple processes of ITIL including Incident,problem Change & Knowledge management along with Continual service improvement.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Engagement Manager - TATA Consultancy Services
01.2022 - Current
Service Delivery Manager - Tata Consultancy Services
09.2018 - 01.2022
Service Management Specialist - Tata Consultancy Services
02.2015 - 08.2018
Cisco VoIP Engineer - HCL Technologies
06.2012 - 02.2015
Rajasthan Technical University - Bachelor of Technology, Computer Science
04.2001 -