Divya P

• Managed deliveries of product deployments for corporate clients in MEA.
• Managed projects from end to end and monitored the installation, integration and implementation
activities.
• Conducting regular status meetings and addressing issues for smooth transition.
• Acted as an escalation point for Deployment and Delivery related issues and work with customer on daily
basis through a Team of Field support engineers distributed across MEA.
• Optimized Project GANTTs in line with deployment details.

• Supported Sales Team for Effort Estimates, Change Requests, RFP preparation.
• Helped team to create deployment Strategy before sharing deployment plan with
• customers.
• Proposed solutions and escalate and implement cost containment activities.

Efficiently managing ITSM contracts for corporate clients in MEA region.
• Initiating, formalizing, and managing the Service Level Agreements with the clients.
• Setting up support team – Candidate shortlisting, interviewing, selection and Induction.
• Facilitating required trainings and certifications for the field engineers.
• Managing smooth project transition from the client’s existing support team to Redington.
• Coordinating with internal and external stake holders for project transition and pilot sessions.

Conduct monthly Service Reviews with the clients.
• Manage a portfolio of projects and Continuous Service Improvement initiatives.
• Overall monitoring of the projects which includes transition management, SLA definition, internal training on the project KPIs and details, incident analysis, team performance analysis etc. • Develop and distribute KPI reports monthly with clients.
• Single point of contact for all escalations & deliverables related to support services for MEA.
• Identifying the issues/problems and initiate Service Improvement Plans for corrective actions.
• Working with the incident management and problem management team for developing SIPs; monitoring the activities until successfully implemented and tested.
• Managing vendor in multiple regions

Over 10 years’ experience in IT industry, in a multifunctional role, with 6 years’ experience in level in a busy
operational environment. Experienced in understanding and awareness of ITIL process and procedures in IT service management. Excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and planning.

B.Tech Bachelor of Technology (Specialized in IT)
MBA Master of Business Administration (Specialized in Project Management)
ITIL V3 Certified Foundation