Management Manager

KAUSTUV DE [ITIL V* Expert/ISO *****/PRINCE * Certified]

Contact No: +601********

E-Mail: ab11d2@r.postjobfree.com

Consultant – HP – Consulting Delivery Vertical (Role Head – Service Delivery)

Verticals: ITIL Process implementation and review / ISO Auditing/ GAP analysis/ SIP Charters/

PMF Audits/ Migrations/ Transitions/Strategy Building/ Vision and Mission Chartering

workshops

Career Highlights

• Total 8.5+ years of IT experience. 7+ years of experience in ITIL framework / ISO 20000 standard

management and implementation.

• Certified as ITIL V3 Expert.

• Certified in ISO 20000

• Accredited Trainer for all ITIL Modules: Lifecycle and Capability Modules – Am a registered faculty with

TCS [L&D]; EXIN and TUV

• Accredited Trainer for ISO20000.

• Certified in Prince 2 Foundation.

• Certified in Six Sigma Green Belt and Black Belt.

• Have trained more than 20000 professionals till date.

• Trainer since 2011. Delivered internal TCS and external training sessions also in all modules of

ITIL.

• Subject Matter Expert in Incident, problem and change/release management, capacity, demand, availability,

Service portfolio and catalogue management processes.

• In charge of Due Diligence meetings with Clients for Pipeline Projects from the viewpoint of End to End

Service Solution Delivery.

• In charge of conducting AS-IS state reviews using “Process Maturity Framework” and subsequently

generating SIP Charters with Chargeback and GAP bridging activities for the Client.

• Design, develop and implement ITSM polices and processes

• ITIL Process Implementation and Improvement

• Evaluate IT Service Management automation tools

• Post-implementation reviews and subsequent Process Improvement Initiatives through Maturity

Model/PDCA

• Advise, plan and implement IT Service improvements

• Business/Systems Analysis/ Data Analysis

• IT Operations Management, Transition Management and Project Management

• Active participation in the recruitment process and conduct training sessions for new employees on all

performance standards.

• Hands on experience on Project migration and implementation.

• Experience in creating migration documentation (e.g. Pre-migration, Operational Migration Document, IT

User Requirement, Performance Level Agreement), training and support metrics documentation.

• Ability to direct complex projects from concept to fully operational status

• Have good knowledge about Service desk Process management.

• Motivate, mentor and manage teams to achieve goals

• Excellent people management, presentation and communication skills.

• Capable of working from home using company provided Blackberry and Laptop with VPN connection.

Professional Certifications

• B.E in Computer Science.

• ITIL Foundation.

• ITIL Intermediate – Lifecycle Module SS.

• ITIL Intermediate – Lifecycle Module SD.

• ITIL Intermediate – Lifecycle Module ST.

• ITIL Intermediate – Lifecycle Module SO.

• ITIL Intermediate – Lifecycle Module CSI.

• ITIL Intermediate – Capability Module RCV.

• ITIL Intermediate – Capability Module PPO.

• ITIL Intermediate – Capability Module SOA.

• ITIL Intermediate – Capability Module OSA.

• ITIL V3 Expert – MALC.

• Certified in ISO 20000.

• Certified in Prince 2 Foundation.

• Certified as Six Sigma Green Belt and Black Belt.

• Presently pursuing COBIT and CMMI – SVC.

Professional Skills

• ITIL Process Implementation and Improvement [TCO]

• Team Building& Leadership

• Cost-Saving Initiatives

• Training & Instruction

• Customer Service/Client Relationship Management

• Efficiency Enhancement

• Creative Problem Solving

• Research & Analysis

• Strategic Planning

•

Employment Profile

Since May’13 with HP, Kuala Lumpur

Work Role:

Currently recruited through Body Shopper Abhidi Solutions Sdn Bhd as a Service Delivery Consultant for HP, Kuala Lumpur .

Currently deployed by HP for their newly acquired project of POS Malaysia. In this project I have been tagged to the role of Head – Service

Delivery.

My present job responsibility is to own the end to delivery of all Services and ensure Project Deliverables are delivered within the agreed

timelines as per the agreement between POS and HP Presales team. Categorically they are:

• Doing Strategic assessment of existing workflows holistically in POS.

• Conduct Strategy Building workshops and Requirement Analysis and Gathering Workshops for POS.

• Do SWOT and understand their Opportunities.

• Present POS’s “C” Level and Service Management team the As-IS assessment and highlight roadmap for POS to reach their desired

maturity level over the projected timeline. Obtain sign off for the same.

• Define Milestone Mappings and Identify short Term and Long Term Goals.

• Assist the Project Management team, Tools team and Process team in whatever way applicable with relevant Subject Matter

Expertize.

• Train Project and Tools team assisting them to implement the “Designed” processes.

• “Design” all process documents for POS.

• Ensure delivery of “Process Design” documents with Sign Off from POS as per agreed timelines and phases of project.

• Also along with this conducting internal certification sessions for ITIL – All Levels (HP Internal) and awareness sessions for POS

Malaysia.

Since Mar’11 to May’13 with TATA Consultancy Services, Kolkata

Work Role :

Currently working as Service Delivery Manager for IT IS [IT Infrastructure services] horizontal of TCS.

Project Name: Phones4U [UK region].

The primary responsibility is to own all the Service Management processes for the project P4U. I was also responsible for End to

End Service Solution Delivery considering the Client’s present and future Business needs and follow the PDCA cycle/ PMF

framework to bring about improvements in the existing processes. Develop SIP charters and bring about continual improvements.

Overall Responsibilities:

o Coordinate with IT and Business and bring different technology groups together for incident/problem resolution and

service quality improvement.

o Own all towers Service Management process throughout the Service life cycle. Incident, Problem, Change, Release and

Deployment, Event, Availability, Capacity, Service Continuity Management and SLM, SCM and SPM.

o Own identification of GAPs and improvement opportunities after discussion with Process Owners and CSI Manager.

o Design and define Process improvement roadmaps for P4U with specific agreed deliverables and within projected

timelines.

o Deliver monthly service review meetings to P4U to show aspects of Service improvement and SLA adherence across all

Production Towers..

o Facilitate root cause analysis for Critical incidents and take the appropriate actions to get them resolved within the agreed

timelines.

o Review Major Incident review reports at the resolution of each Critical Incidents.

o Provide and discuss monthly outage reports/ MIR’s/Incident Trend analysis with Senior Management/ Group Lead.

o Analyzing the monthly reports with the onsite SDM to benchmark SLA / PLA with the 3 rd party clients.

o Benchmarking and reviewing of SLA/ PLA with business.

o Facilitate work around solutions; recover systems immediately with minimal business impact.

o Coordinate with various Tower Leads to get an incident moving where no plausible solution could be found by any one

support team.

o Coordinate with Business owners/SDM [onsite] and Incident Manager based out of onsite location.

o Creating knowledge database to identify the impact area within minimal time duration.

o Escalation of the problems reported to the senior management.

o Virtual threat management.

o Process development.

o Review and provide relevant inputs to all process documentations.

o Review Problem/Incident trend analysis.

o Support during releases, batch scheduling etc.

o Information security tests and reports.

o Assigning and follow up on preventive action plans.

o Ensure smooth transition of changes in any of the controlled environments ( PROD/RTL/UAT/SIT).

o Liaise with Projects & Operations teams and third party teams and successfully migrate Projects (ITWRs) into Production

environment.

o Convene urgent CAB or ECAB meetings for all urgent RFCs

o Attend all CAB and ECAB meetings

o Coordinate with Change/ Release Manager prior to closure of RFCs and while publishing PIR’s

o Coordination with BMC tools team to run the discovery tool.

o Analyse and confirm the WBS to confirm the CI.

o Ensure and Review maintenance and updating of CI’s and Retiring necessary CI’s.

o Ensuring appropriate linking of CI to Incidents, changes and problem records.

•

•

•

•

•

Since June’06 to Mar’11 with HSBC ELECTRONIC DATA PROCESSING INDIA Pvt. Ltd., Kolkata

Growth Path:

Jun’06 - Sep’07 Analyst [HTS IT Service desk]

Oct’07- Nov’07Migration of 2nd level support teams i.e. CSS 2nd Line, Office Support and Release Management (Incident/

Problem/ Change/ Request Management) from HSBC Bank plc. Head office London (UK) to Kolkata

during Oct-Nov 2007 (Traveled to UK).

Analyst [CSS 2nd level support]

Dec’07-Sep’08

Senior Analyst / Team Lead [CSS 2nd level support]

Oct’08- Jun’09

July’09-Feb’11 Assistant manager [IT Operations]

Work Role :

Worked as Assistant Manager for 2nd line support teams as a part of ITIL Service Management cycle.

The primary responsibility of the role is to manage engineers/analysts providing exemplary client focused 1st and 2nd level support on desktop

infrastructure and business application systems to HSBC to users in head offices within HSBC Bank Plc. Flexibility, client focus and good

communication skills are critical, along with the ability to manage incidents and issues and follow them up to completion.

At present I am handling 3 teams supporting UK region :

CSS 2nd Line, Office Support and Release Management

: CSS 2nd line [28], Office Support [15], Release Management [22]

Team size

Tasks & Responsibility:

Responsibilities in Problem & Change Management:

o Performing Root Cause analysis for problem tickets created and chair meetings to review the RCA provided by technical

teams and validate in the RCA database.

o Attend the RCA meeting with the customer and discuss preventative action and corrective action items.

o Perform trending analysis, Pareto analysis, process behavior analysis for incidents and identify repetitive incidents and pro-

actively perform RCA.

o Updating the problem Management database for reference of Incident Management

o Participate and chair CAB meetings to approve/ reject changes

o Distribute FSC after discussion with customer, review change records and approve.

o Coordinate with Release Mngt team to implement changes

o Check the success of changes implemented by performing post implementation review

o Update the changes in the change management database using Remedy.

o Creation and distributing of change management weekly and monthly reports(CAB-FSC)

Responsibilities in Incident Management:

o Coordinate with IT and Business and bring different technology groups together for problems resolution and service quality

improvement.

o Own Incident Management process through the Incident life cycle.

o Own all Major Incidents till “Recovery and Resolution”

o Facilitate work around solutions; recover systems immediately with minimal business impact.

o Coordination with system owners.

o Creating knowledge database to identify the impact area within minimal time duration.

o Facilitate root cause analysis and post mortem reports.

o Escalation of the problems occurred to the senior management.

o Problem related report generation.

o Categorization of the problems.

o Creating data tracking system tickets.

o Process development.

o Incident/ Problem management process documentation.

o Problem trend analysis.

o Support during releases, batch scheduling etc.

o Information security tests and reports.

o Assigning and follow up on preventive action plans.

• Control Incident time line and discuss with Senior management about the resolution timeline.

General daily responsibilities:

• Management of key support processes and procedures, day to day management of the 2nd level support teams.

• Manage SLA / PLA of the team.

• Manage the resolution of technical issues for users.

• Manage and develop the support teams, including hiring, professional development, and proactive project work.

• Delivering presentations and training the new hires on Incident, problem and change management process.

• Serve as a proactive liaison and support engineer to supervise level one support resolution and fix any escalated trouble tickets.

• Consults occasionally with users to understand and clarify their expectations of the products and communicate resolution steps

and timelines.

• Create and maintain a knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs,

and documentation improvement suggestions. Documents all user interaction, manages trends, and reports on staff utilization.

• Maintain a clean, professional and safe working environment by inspecting and scheduling maintenance, and ensuring that all

office and warehouse equipment is properly accounted for and in safe working condition

Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and

clients

Address all employee performance problems promptly and directly in accordance with company personnel polices and

procedures.

• Managing PC Desktop builds. Software/Hardware desktop maintenance, procurement, Inventory and overall desktop

management. Hardware and software rollouts, installations.

• Monitoring Call logging and reports generation and associated analysis of call volumes and types.

Noteworthy Contributions:

• Migrated the 2nd level support process from UK to India [GSC, Kolkata]. Visited and got trained on various support environments [bank

headquarter, datacentres and branches] in UK [London and Sheffield].

• Had played a key role in the migration planning to implementation phase and creation of OMD [Operational Migration Document]

and ITUR [IT user requirement]. Finally got the process BAU [Business As Usual] status in Jun’08.

• Actively participated in the hiring process of the present team for this process. Conducted interviews along with my manager.

• Implemented 2 lean projects to reduce the overall Turnaround Time for two different processes :

• CSS Office support : TAT for Office 2007 requests reduced by 53%. CSS Release Management: TAT for Change related incidents

reduced by 48%.

• Implemented CQI measures within the teams to improve on the quality aspect of resolving incidents.

• Implemented feedback database. Implemented cognos based MIS reports to measure SLA/TAT meets and breaches and analysis of

performance analyst wise and team wise.

• Worked on a six sigma project to reduce overall incident cost related to lotus domino incidents..

• Implemented a support process document outlining support boundaries and escalation methods for incidents sent to Release management

incidents team from the IT Asset management team on account of failed IT Service requests and from Release management and

deployment team on account of failed changes.

•

•

Sep’04 to Jun’06with TATA - Roll and Foundry Division, Jamshedpur

Work Role :

Growth Path:

Sep’04 - Sep’05 Graduate Engineer Trainee

Oct’05- Jun’06 Technical Assistant (MSD)

Task & Responsibility:

•Complete handling of ‘Attendance Recording System’ & ‘Email Administration across the organization’.

•Complete handling of Database Backup (Table level) and Image Backup (comprising of OS level backup in 2 parts: Root VG and Tayo VG)

and System Restore from above backups.

•Skills in installing and configuring different OS, BAAN client, Proxy Servers, Networking and Internet connectivity projects.

•Active participant in department’s Quality Circle (named ‘SOOCHNA’) and Continuous Improvement Projects.

•Active participant as an Internal Auditor in Internal Audits carried out in the company for ISO, EMS etc.

Training Abroad/Programmes Attended

• ITIL Foundation training in UK, London.

• ITIL Intermediate: ITIL V3 Intermediate Service Lifecycle Module – Service Operation training program conducted by Vyom Labs

Pvt. Ltd., Pune

• ITIL Intermediate: ITIL V3 Intermediate Service Capability Module – Release Control and Validation training program conducted

by Vyom Labs Pvt. Ltd., Pune.

• ITIL Intermediate: ITIL V3 Intermediate Service Capability Module – Service Offerings and Agreements training program

conducted by Vyom Labs Pvt. Ltd., Pune.

• ITIL Intermediate: ITIL V3 Intermediate Service Capability Module – Project Planning and Optimization training program

conducted by Vyom Labs Pvt. Ltd., Pune.

• ITIL Expert: ITIL V3 Expert Module – Managing Across Lifecycles training program conducted by Vyom Labs Pvt. Ltd., Pune.

• ISO 20000 training conducted by Vyom Labs Pvt. Ltd., Pune

• PMP training program conducted by QAI Global, Kolkata.

• Management Development Program at TMDC, Jamshedpur.

• Lean Management workshop, Kolkata.

• Six Sigma workshop, Kolkata.

Education

EXAM YEAR COLLEGE/INSTITUTE UNIVERSITY/B PERCENTAGE

OARD

B.E. 1999 - 2003 HREC, NIDASOSHI Visveswaraiah 65.69%

(Computer Science) (BELGAUM,KARNATAKA) Technological

University

10+2th Jun 1999 RajendraVidyalaya, I.C.S.E 61%

Jamshedpur

10th Jun 1997 RajendraVidyalaya, I.C.S.E 76.16%

Jamshedpur

Personal Details

Date of Birth:14thJanuary, 1981

Present Address: Flat No: 1B, Block No: 7, Space Town Housing Complex, V I P Road, KOLKATA -700052,INDIA

No. of Dependants:3

Marital Status: Married

Employment Visa Details: UK703838J, Currently on Work permit in Kuala Lumpur, Malaysia for 1 year.

Driving License:

Passport No.:G2547092

References: Available on request

Contact this candidate