Bhavika Rathod is seeking a position that utilizes her skills in change management, incident management, and problem management. She has over 17 months of experience as a Subject Matter Expert at Infosys BPO, where she served as the SPOC for all change management issues and managed major incidents. Her responsibilities included ensuring changes were approved, tracking status of requests, and creating reports. She also received a client award for her proactivity and dedication. Bhavika has knowledge of ITIL frameworks and tools like BMC Remedy and is looking to continue leveraging her strong communication, analytical, and multitasking skills.

1. Bhavika. P. Rathod
Mobile: 7387806022/8237743034
Email ID:bhaviff7@gmail.com
OBJECTIVE:-
A passion to be an expert at my skills and abilities, putting all my strengths for the requirements of the job,
with ability to convert challenges into opportunities and thus being an integral part of the organization,
intended to achieve the organizational goals.
Employment Scan
Infosys BPO Ltd.: (20th June 2015 toTill date) (17 Months)
 Role : Subject Matter Expert (Change Manager)
Change Management:
 SPOC for all change management issues.
 Accepts, prioritizes and categorizes change requests.
 Verifying preparations are made for Change Advisory Board (CAB) meeting, including creation of
Agenda, circulation of Change Requests to be considered and inviting of parties.
 Working on IT, Network changes.
 To ensure that impact to change request have been formally assessed.
 To ensure that all the change are approved by Change Management (CM) Group prior to migration
to production.
 To ensure that the status of the change requests to the requesters and relevant stakeholders are
tracked and reported.
 To ensure that change management process is periodically reviewed.
 Creating and distributing the change management reports.
 product categorisation, approver groups, change activities, change windows, risk levels and lead
times, and interfaces and dependencies for the product / technology / application / platform.
 Processed Changes for Notifcation for the customers by using (Notification Manager )
 Created Changes for Commercial power. Buliding Shut Down changes
 Work done on Incident, Configuration item etc.
Incident management and Problem management:
 Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised,
expedited and resolved within the scope of the Service Level Agreement.
 Using MIM experience to pro-actively support the management of High Severity Incidents
 Answering the Major Incident hotline.
 Chairing conference calls with participants including Service Managers, Technical Support teams,
Clients and Third Parties.
 Issuing communications during the progress of a Major Incident.
 Identifying appropriate timelines and targets for recovery actions, feedback and communications.
 Assessing and Agreeing Business Impact and Incident Severity Level.
 Ensuring that appropriate internal escalation occurs.
 Ensuring that appropriate third party escalation occurs.

2. Notable highlights:
 Worked on process improvements by training the Requesters to avoid the rejection of
Change Requests.(Yellow Belt project under process)
 Received Client Award (Better Together) for proactiveness and dedication at work.
 Responsible for training new hires.
STRENGTHS:
 Determined to learn with practical approach.
 Good communication skills.
 Enthusiastic and can produce results under deadline constraints.
 Ability to work hard and to co-ordinate with others to achieve goal.
 Root cause identification skills.
Responsibilities:
 Work with Product Owners to understand product requirements & implement
features/solutions per requirements and best practices.
 Ensuring high priority changes receive additional focus to ensure their smooth progression
through to implementation.
 Chasing down outstanding assessments and approvals.
Educational Qualification:
Qualification Board / University
Year of
Passing
Percentage
BCom Symbiosis college. pune 2014 55.08%
HSC Symbiosis college. pune 2011 50.00%
SSC St Andrews High School. Chinchwad 2008 63.84%
Skills and Knowledge Areas:
 Knowledge of ITIL Framework.
 Knowledge of BMC Remedy.
 Knowledge of MS Office.
 Knowledge of Windows 7 /Windows 8 and Windows XP, Windows Vista
 Knowledge of Sible.

3. Personal Information:
 Name : Bhavika Pravin Rathod
 Date of Birth : 14 Jul 1992
 Nationality : Indian
 Marital Status : Single
 Languages known : English, Hindi and Marathi
Date: -Signature
Place: - Bhavika Rathod