Rachana Tiwari

About Rachana Tiwari

I specialize in managing complex delivery environments, leading high-performance teams, and driving customer-centric outcomes for global clients. My expertise spans niche ECM and RIMS platforms—including Veeva Vault, Lorenz docuBridge/eValidator, Documentum, and other regulatory/Manufacturing COTS solutions—combined with a deep understanding of Life Sciences regulatory and manufacturing processes.In my current role, I oversee end-to-end service delivery, ensuring operational excellence and contractual obligations, risk management, and continuous improvement. I work closely with customers to understand their business needs, resolve critical issues, and shape technology-driven enhancements that deliver measurable value. I am passionate about building collaborative partnerships, simplifying complexity, and enabling teams to grow in capability and confidence.I am also responsible for talent forecasting/hiring/onboarding/optimizing for my team. As a people manager, I lead with empathy, clarity, and accountability; building and coaching team, strengthening governance, and fostering a culture of ownership, innovation and collaboration. My favourite part of the work is aligning with customer\'s strategic goals to deliver value, identifying and delivering innovative solution for productivity improvement, and strong relationship management.

Experience

1. Senior Consultant

   Capgemini

   Jan 2024 — Present · Gurugram, IN

   Responsible for managing end-to-end delivery of IT services, ensuring adherence to SLAs and KPIs for 40+ applications under Regulatory, Clinical and Manufacturing applications for two customers. Led end-to-end B2B operations, managing multiple client stakeholders, ensuring delivery excellence, SLA adherence, and high customer satisfaction. Drove operational governance through performance monitoring, risk identification, escalation management, and quality controls, supported by analytical dashboards and executive presentations. Responsible for monitoring, maintaining and improving KPIs, implementing ITSM best practices based on ITIL framework. Contribute to Major incident management discussions (P1/P2 incidents), Problem Management, Performance Reviews. Apply strong communication skills and problem-solving abilities to build strong relationships with stakeholders and address client needs effectively. Drive continuous improvements, AI/GenAI based solution by identifying and implementing automations, process improvements, innovation resulting in tangible outcomes such as improved TAT, process efficiencies and cost savings. Identify transformation levers and drive innovation/improvements based on customer feedback/data analysis/trends. Identify new business opportunities, negotiate and document contracts for SOW. Project budget oversight and perform cost reduction measures. Managed, trained, and motivated cross-functional teams, conducted performance assessments, optimized workflow allocation, and led transformation initiatives to improve efficiency and outcomes. Manage hiring, staffing, and engagement for 100% FTE utilization. Stay updated with industry trends and technological advancements. Support internal and external audits, BCP and DR for the company and customers.

Education

• Indian Institute of Management Raipur

  Master of Business Administration

• AJAY KUMAR GARG ENGINEERING COLLEGE, GHAZIABAD

  Bachelor of Technology

  2012

• Ajay Kumar Garg Engineering College

  Bachelor of Technology (BTech), Electronics and communications Engineering

  2008 — 2012

Skills

• Requirements Analysis
• Java Enterprise Edition
• Documentum
• Doc1
• Html
• Microsoft Sql Server
• Java
• Javascript
• Pl/Sql
• Sql
• Core Java
• C
• Microsoft Office