Anupama Khandelwal

About Anupama Khandelwal

Technical expert in managing & delivering End to End Cloud ServicesHighly skilled technical expert with a demonstrated history of working in various cloud technologies and Incident Handling. Having experience in Data Service migrations, cloud deployments, monitoring and managing the full life cycle of cloud and digital projects including initiation and planning, monitoring, control, delivery and completion.Senior Cloud Services ManagerIncident Handling, Root Cause Analysis, DR drills, Deployments. Promote and incorporate ITIL best practices for incident, event, change and problem management. Serve as an escalation point for client issues.Cloud Monitoring, performance monitoring, Data management, release management, Ticket handling, production support, troubleshooting Data issues. Providing technical assistance and guidance to associates and customers, updating knowledge articles, and enacting improvements to our ServiceNow incident management system and other toolsStrategy management, Roadmap planning, Service delivery, Maintaining KPIs, SLA Management.Service Delivery ManagerCoordinate delivery of services ensuring they are delivered in line with contractual obligations and Service Levels via appropriately skilled and managed staff. Business disruption due to service outages is minimized.Working closely with Delivery Centers and 3rd Party Suppliers to ensure they are aware of and are fulfilling their Service Delivery responsibilities in line with the agreed processes and measures.To develop and manage relationships with Customers, act as a single point of contact and identify and develop potential opportunities for business development.Ensure Service Overview Documents, Knowledge base are complete. providing technical assistance and guidance to associates and customers, updating knowledge articles, and enacting improvements to our ServiceNow incident management system and other tools.Program ManagerDevelop solutions, collaborate, and foster effective partnerships to manage projects across multiple stakeholders and geographies. Develop relationships with other stakeholders based on initiatives. Set regular meetings with stakeholders.Working closely with the Director of Support Engineering to suggest and execute on organization-wide initiatives, in support of revenue and operational goals set by EMT.Helping the Director of Support Engineering navigate the multitude of requests for their time that come in by effectively prioritizing, delegating, and actioning as required.

Experience

1. Manager Customer Support Services

   Citrix R&d India Private Limited

   Apr 2023 — Present · Pune, IN

Education

• SYMBIOSIS INTERNATIONAL UNIVERSITY

  MSC(CA), Computers

  2003 — 2005

• Delhi University

  BSC(Physics Hons), Physics

  2000 — 2003

• Sophia Girl's School

  ISC

  1999 — 2000

Skills

• Sql
• Databases
• Microsoft Sql Server
• Data Warehousing
• Unix
• Oracle
• Requirements Analysis
• Business Analysis
• Pl/Sql
• Sdlc
• Requirements Gathering
• Performance Tuning
• Xml
• Database Design
• Software Project Management
• Team Management
• Business Intelligence