Chetna Sharma

Senior Manager IT @ SRF Limited

About

As an experienced Senior IT Operations Manager, Chetna has over 17 years of experience in managing complex IT infrastructures and systems. Her expertise includes configuring and managing IT service management. In addition to her core competencies, she has also developed proficiency in several advanced technologies such as PowerBI, Power Apps, and data analysis. She has created customized dashboards that provide real-time insights into key performance indicators, and she has leveraged these tools to drive business outcomes. Throughout her career, she has worked in diverse industries including pharmaceuticals, chemicals, and manufacturing, and she has gained a deep understanding of the unique challenges and opportunities faced by each sector. She has always approached her work with a focus on customer satisfaction and has consistently delivered improvements in service delivery, uptime, and overall user experience. Her combination of technical expertise, business acumen, and customer-centric approach has made her a valuable asset to any organization looking to optimize their IT operations and drive business results.

Country

India

City

Gurgaon

Industry

Chemicals

Skill

Technology Management, Service Deployment, IT Hardware Support, IT Project & Program Management, Strategic Thinking, Escalations Management, Customer Engagement, Service Levels, Stakeholder Management, Service Delivery Management, Analytical Skills, Infrastructure, Change Management, Service Desk, Windows, Microsoft 365, Infrastructure Management, IT Service Delivery, Hardware Support, Customer Satisfaction

Experience

Senior Manager IT

SRF Limited

2022-4 - Present · 4 yrs 6 mos

Gurgaon, Haryana, India

Responsible for overall IT operational requirements as part of end-user support deliverables, review and manage Incidents, service Request, change management, knowledge base, problem management etc as per ITIL best practices SPOC from corporate IT for business units and functional teams across locations Capacity planning of team and IT resources Facilitate trainings for managed service provider workforce and internal teams for new technologies being implemented in organisation Operate as the Change Manager for IT Infra changes and support Infra Head on completion of changes authorized Improve end user experience and CSAT Patch Management – 100% compliance of End Points and Data Centre through SCCM Coordinate with auditors on statutory and other audits Vendor Management -rRelated to purchase or after sales issues for hardware and software licenses/subscriptions Develop and maintain SOPs, training materials, servers and infrastructure documentation Assisting in designing and implementation of the infrastructure support processes Managing IT Assets and Software Compliance with the help of Asset tool and SCCM Schedule and perform quarterly audit and act as SPOC for all Asset Management requirements Auditing of IMAC Forms Owner of IT Tips & Techniques teasers Owner of enterprise ITSM platform (Summit Symphony) Using MS Tools (Power BI, MS Forms, Power Automate, Power Apps) in Daily routine work Achievements: ITSM Implementation for IT Service Management – Symphony Summit ITAM Implementation Visual Dashboard for management in Power BI depicting overall real time health of IT function Effective and productive collaboration among the employees for increase productivity using MS Teams and MS OneDrive Enabled WFH effectively for all employees Partnering with Corporate HR for Digital Town Halls and other employee centric events Tools & Skills: PowerBI Power Apps ITSM Implementation SCCM Manage Engine Forcepoint Azure Information Protection ITIL