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ITIL Consultant
Paramita Santra
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
ITSM Process and Security Consultant with 7 years and 7 Months of total experience in Problem
Management, IT Change Management, Vendor Management, Asset and Configuration
Management, Personal Data Protection. Served clients in Banking/Financial Services and Shared
Services like Barclays and BNP Paribas. My most recent role was Process and Data Protection
analyst in BNP Paribas.
Profile Snapshot
• I am an experienced Problem, Change, and Asset & Configuration Manager with good
communication and managerial skill.
• I have also worked as Data Protection Analyst in enforcing GDPR compliance on all Non
Production/Test environments across the enterprise.
Below are some of the Key achievements.
• Successfully streamlined CMDB data post migration of CMDB from HPSM to Atrium and
Service Now.
• Achieved 99% Data Accuracy post Migration of CMDB from HPAM 5 to Atrium.
• Deployed CI Data audit and Verification procedure for Netherlands Clients.
• Managed a team of 5 analysts including members from India as well as Poland for ensuring
smooth working of SACM Process.
• Significantly contributed in reconciliation of KEDB.
• Coordinated with diverse technical teams to ensure the low Incident and Problem ticket co
• Successfully on boarded PM Module and Inventory Module in Service now.
• Received 'On the Spot Award' from the Manager for efficiently completing UAT of PM
module in Service Now Tool for New Clients.
• Worked on Service Now, BMC Remedy, Atrium, HPAM 5, HPAM 9, http://********.***, ADDM and
several auto discovery tools.
Management, IT Change Management, Vendor Management, Asset and Configuration
Management, Personal Data Protection. Served clients in Banking/Financial Services and Shared
Services like Barclays and BNP Paribas. My most recent role was Process and Data Protection
analyst in BNP Paribas.
Profile Snapshot
• I am an experienced Problem, Change, and Asset & Configuration Manager with good
communication and managerial skill.
• I have also worked as Data Protection Analyst in enforcing GDPR compliance on all Non
Production/Test environments across the enterprise.
Below are some of the Key achievements.
• Successfully streamlined CMDB data post migration of CMDB from HPSM to Atrium and
Service Now.
• Achieved 99% Data Accuracy post Migration of CMDB from HPAM 5 to Atrium.
• Deployed CI Data audit and Verification procedure for Netherlands Clients.
• Managed a team of 5 analysts including members from India as well as Poland for ensuring
smooth working of SACM Process.
• Significantly contributed in reconciliation of KEDB.
• Coordinated with diverse technical teams to ensure the low Incident and Problem ticket co
• Successfully on boarded PM Module and Inventory Module in Service now.
• Received 'On the Spot Award' from the Manager for efficiently completing UAT of PM
module in Service Now Tool for New Clients.
• Worked on Service Now, BMC Remedy, Atrium, HPAM 5, HPAM 9, http://********.***, ADDM and
several auto discovery tools.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2018 - 2019
job
Data Protection Analyst
BNP Paribas.
• Onboarded Applications to DPNP Process - Data Protection on TEST Environments in accordance to GDPR compliance.
• Assessing and Validating Environment recertification through security and operation
controls.
• Designed, Developed and Tested Service Module for Test Environment Inventory
Management in Service-Now.
• Responsible for communications with Data Protection/Information security Officers and Application owners to ensure smooth running of the Process.
• Assisting Application owners with any queries on the Personal Data Protection Declaration
Form.
• Organizing weekly Test Database Shutdown Campaign with DBA for Non Compliant
Applications.
• Ensuring Data Quality of Test Environment Inventory in Service-Now.
• Analyzing Database Masking Scripts to ensure highly sensitive data is protected post
Database refreshes to Test Environments.
• Assessing and Validating Environment recertification through security and operation
controls.
• Designed, Developed and Tested Service Module for Test Environment Inventory
Management in Service-Now.
• Responsible for communications with Data Protection/Information security Officers and Application owners to ensure smooth running of the Process.
• Assisting Application owners with any queries on the Personal Data Protection Declaration
Form.
• Organizing weekly Test Database Shutdown Campaign with DBA for Non Compliant
Applications.
• Ensuring Data Quality of Test Environment Inventory in Service-Now.
• Analyzing Database Masking Scripts to ensure highly sensitive data is protected post
Database refreshes to Test Environments.
Database, GDpr, GDPR Compliance, Information Security, Management, Test, Compliance, Service, Security, Analyst, Data quality, Campaign
2018 - 2018
job
Senior Configuration Manager
CapGemini.
• Auditing and validating of CMDB Data and focused on delivering highest quality of Data
• Ensuring Data quality standards and requirements documented and published to Data
owners
• liaising with the Service Owners with the goal of providing and reviewing details of Service
Models and the associated relationships to supporting CIs, recommending corrections if
required, and for signing-off the initial baseline of the service as loaded into the CMDB
• Propose and Test new functionality to be added to SNOW on Client's request.
• Communicate with Vendors to gather data or to raise data quality issues.
• Ensuring Data quality standards and requirements documented and published to Data
owners
• liaising with the Service Owners with the goal of providing and reviewing details of Service
Models and the associated relationships to supporting CIs, recommending corrections if
required, and for signing-off the initial baseline of the service as loaded into the CMDB
• Propose and Test new functionality to be added to SNOW on Client's request.
• Communicate with Vendors to gather data or to raise data quality issues.
Test, Service, Data quality, Manager
2015 - 2018
job
Configuration Manager for Netherlands Clients
Atos.
Manage a team of 5 analysts including members from India as well as Poland for ensuring
smooth working of SACM Process
• Ensure CMDB is regularly updated
• Ensure CI data validation through CMDB defect handling procedures
• Ensure data accuracy through audit and verification processes
• Report KPIs and ensure the targets are met.
• Performing on boarding of new customers in tools such as Atrium, Service Now
• Coordinate with project teams and support groups during CMDB migration and other
activities.
• Perform pre and post migration Testing of CMDB tools.
• Authorize and regularly update CMDB documentation such as process manuals,
Configuration plan, Standard Operating Procedures etc.
smooth working of SACM Process
• Ensure CMDB is regularly updated
• Ensure CI data validation through CMDB defect handling procedures
• Ensure data accuracy through audit and verification processes
• Report KPIs and ensure the targets are met.
• Performing on boarding of new customers in tools such as Atrium, Service Now
• Coordinate with project teams and support groups during CMDB migration and other
activities.
• Perform pre and post migration Testing of CMDB tools.
• Authorize and regularly update CMDB documentation such as process manuals,
Configuration plan, Standard Operating Procedures etc.
Audit, Service, Support, Testing, Audit, Performing, Manager, Processes
2012 - 2015
job
Problem Manager
Tata Consultancy Services.
Implementation of Problem Management Process and Tool Configuration
• Proposed inputs for configuration of PM Module for new clients in Service Now.
• Performed UAT/Functional Testing of the PM Module in the Tool (Service Now) along with the verification of the module post migration.
• Educated Teams on the Usage of the new Tool.
Problem Management Governance Activities
• Manage the entire Problem Management Lifecycle.
• Chair RCA Discussion Meetings with Relevant Stakeholders for Investigation and sharing of the RCA within SLA to Client.
• Coordinate with the Teams for Quality RCA which also includes review of RCA with regards
to its completeness of data and compliance as per process.
• Ensure that KEDB is updated for Problems.
• Conduct Trending Exercises on incidents to ensure any negative trends are being spotted,
documented, highlighted to the team and eventually resolved prior to affecting the customer.
• Conduct Monthly Awareness Sessions on Problem Management Process.
• Prepare Weekly, Monthly Problem KPI Reports.
• Identify and highlight any limitation/Improvement plans in following up the Problem
Management Process.
• Update Problem Management Process Document in case of discrepancies.
• Proposed inputs for configuration of PM Module for new clients in Service Now.
• Performed UAT/Functional Testing of the PM Module in the Tool (Service Now) along with the verification of the module post migration.
• Educated Teams on the Usage of the new Tool.
Problem Management Governance Activities
• Manage the entire Problem Management Lifecycle.
• Chair RCA Discussion Meetings with Relevant Stakeholders for Investigation and sharing of the RCA within SLA to Client.
• Coordinate with the Teams for Quality RCA which also includes review of RCA with regards
to its completeness of data and compliance as per process.
• Ensure that KEDB is updated for Problems.
• Conduct Trending Exercises on incidents to ensure any negative trends are being spotted,
documented, highlighted to the team and eventually resolved prior to affecting the customer.
• Conduct Monthly Awareness Sessions on Problem Management Process.
• Prepare Weekly, Monthly Problem KPI Reports.
• Identify and highlight any limitation/Improvement plans in following up the Problem
Management Process.
• Update Problem Management Process Document in case of discrepancies.
Functional testing, Management, Compliance, Service, Implementation, Testing, KPI, UP, Manager
My education
2007
-
2011
Goa University
Bachelors, Engineering
Bachelors, Engineering
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