Tazeen K
ITIL Service Management Senior Data Analyst
About
ITIL Expert and AI/ML certified professional with over a decade of experience in IT Service Management, Data Analytics, and Automation. Recognized for strong interpersonal skills, a global mindset and the ability to lead cross-functional teams in complex environments. Leveraging Power BI, Power Automate, and Prompt Engineering to deliver data-driven insights and streamline operations. Passionate about driving innovation, continuous improvement, and operational excellence to align technology initiatives with organizational goals. Seeking a challenging leadership role where I can apply my expertise to optimize service delivery, enhance business performance, and contribute to sustainable growth.
Skills & Expertise (18)
Work Experience
ITIL Service Management Senior Data Analyst
Wells Fargo
Jun 2019 - Present
Initiatives in Power BI have been led to deliver reporting and analytics, with interactive dashboards designed to track metrics and KPIs, enabling data-driven decision-making across business units. Workflows have been developed and automated using Power Automate, with bots created to eliminate repetitive daily manual tasks, resulting in significant improvements in efficiency and accuracy. Prompt Engineering has been applied to data analytics, with AI-driven solutions designed and optimized to enhance business intelligence and streamline decision-making processes. Cross-functional collaboration has been undertaken to integrate AI/ML models to drive innovation and predictive insights. Innovation in IT Service Management has been driven through the combination of automation and analytics, ensuring service reliability and scalability. VBA macros and scripts have been created to automate reporting and routine tasks, reducing turnaround time and boosting productivity. ITIL practices have been applied, including Incident Management, Problem Management, Change Management, Service Requests, CMDB maintenance, and Knowledge Base (KB) management, to strengthen governance and service delivery.
ITIL Cross Functional Consultant
WIPRO
Jan 2018 - Jun 2019
Providing high-end technical support on systems by managing incidents, event reduction, and capacity and availability management, proactive problem management to provide high end-user satisfaction. Managing design & implementation of Service Improvement process by suggesting improvement plan in the operations and processes to make the system fool-proof. Monitoring Service Transition and Service Operation project progress and outstanding issues also ensuring the quality & timeliness of the deliverables. Ensuring that the goals of the Incident Management process are achieved by restoring normal service as soon as possible based on customer agreed SLA and Tracking Backlogs. Logged and prioritized all Requests for Change (RFCs) with all required information to an appropriate standard and presented the daily and weekend FSCs (Forward Schedule of Changes). Chairing Weekly CAB and TAB discussion with technical team. Maintaining Knowledge Management. Validation and Audit of the existing Data about the Configuration Item in IT infrastructure. Writing Business Requirements Document for Integrated Configuration Management Program. Understanding the gaps as per best practice and came up with improvement plan. Defining Service Catalogue and Operation Maturity Document. Answering SLM related queries. Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process. Maintaining Customer Relationship by handling escalation and providing Service Value.
ITIL Cross Functional Management
ATTRA Infotech
May 2013 - Jan 2018
Coordinated activities by change management, business continuation, vendor management and problem management for return to service and problem mitigation and assure 24/7 service availability. Made sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents. Identified and handled top recurring incidents. Undertook activities related to remote infrastructure management like: Handling track open incidents and identifying incidents that required increasing focus to meet committed service levels across business units. Supporting in reassignment of misdirected incidents. Managing day-to-day process issues and escalating the incident resolver groups as required to bring the resolution of the incidents back on schedule. Undertook unaccepted incidents like incidents reported with unsupported products, as per local policy. Worked as Problem Manager for flagging new problem tickets based on trending of incidents and with Major Incident Manager. Conducting defect prevention analysis of ticket misroutes. Overviewed service review calls at regular intervals with clients and discussed the root cause for the same. Dealt with activities related to root cause analysis (RCA) for process enhancement. Assisted in handling various business escalations for client. Successfully handled the following additional responsibilities: Provided trainings to new agents who joined the client accounts. Created and managed process related documents SOP and RCA. Assisted the QA to analyze tickets. Delivered floor support as an SME. Supervised that every agent was cross trained on all accounts. Chairing and managing weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings. Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes. Creating and updating tickets for Change/Incident/Problem/Service to document monitoring and recovery steps.
Education
Bachelor of Technology in Electronics and Communication Engineering - ICFAI University, Tripura
- 2012 · Afghanistan
Certifications
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Citizen
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Open to Relocation
Skills (18)
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