Service Management
Resume:
PRAWIN JAWAHAR J
Mobile: +971-**-******* (UAE)
E Mail: ******.*******@*******.***
Service Management Architect
EXECUTIVE SUMMARY
A dynamic professional with 6 years of rich experience in a Tier IV Data Centre environment handling Systems,
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networking and other technical services, as well as infrastructure Service Support and deliveries encompassing
planning and implementation of IT Service Management based on ITIL, CoBIT, ISO/IEC 20000:2011 and other
international standards.
A strategic planner in transforming IT organizations to deliver services through a process and KPI driven approach by
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effectively implementing ITSM toolsets like HP IT Performance suite in alignment with ITIL best practices.
An enterprising leader with uncompromising commitment to performance & technical excellence and an ardent bias for
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action in training & motivating large teams to improve services through the effective application of standards resulting in
compliance and improved Service quality.
Expertise in conducting risk based controlled self assessments resulting in proactive compliance actions; defining,
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executing and reporting the risk framework in terms of compliance and improvement requirements to the management.
ACADEMIC CREDENTIALS
Master of Business Administration (MBA) in Information Systems 2010
Bachelor of Science (Bsc) in Information Technology 2007
CERTIFICATIONS & TRAININGS
Certified ITIL V3 Expert.
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Microsoft Certified Professional in Installing, Configuring and Administering Microsoft Windows XP (70 270)
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Managing and maintaining Windows server 2003 (70 290)
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Implementing and administering security in Microsoft Windows server 2003 network Infrastructure (70 299).
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Microsoft Certified Technology Specialist in Configuring Microsoft Office SharePoint Server 2007.
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Trained and experienced in CoBIT 4.1 and CISA.
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TECHNICAL KNOWLEDGE
HP IT Performance suite (HP SM, OMW, NNMi, uCMDB, Performance Insight, BSM)
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IT Service management, Information Security Management System & IT Governance.
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End to End ITIL Implementation.
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ISO/IEC 20000:2011 Implementation and Compliance.
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IT SM operations and transition.
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PROFESSIONAL EXPERIENCE
Injazat Data Systems, Abu Dhabi (July 2010 Present)
ITSM Implementation, ISO 20000:2011, Compliance, Service Support and Delivery Assurance, Apr 2011 – Present
Problem, Change and Configuration Management, Jul 2010 – Apr 2011
Key Deliverables & Achievements:
IT Service Management implementation and ISO 20000 Compliance:
Appointed MANAGEMENT REPRESENTATIVE to implement, manage and retain ISO 20000 certification.
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Leading clients through ITSM implementations and improvements with maturity assessments, business case analysis,
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planning, strategy, design and transition activities and specialized in end to end ITIL process implementation
Developing ITSM policies, processes and procedures based on ITIL Framework with emphasis on integrated approach.
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Designing and automating service management solutions with HP IT Performance suite.
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Performing management of changes to undergo organizational transitions through ITSM implementations.
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Conducting workshops to transform the organization’s IT towards a process and performance driven service delivery.
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Project budgeting, based on cost and price depending on the project plan and scope.
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Executing control self assessments using risk and compliance based audit techniques.
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Implementing HP IT performance suite across various clients in a cost and resource friendly manner by effectively
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reutilizing the standard builds.
Service Delivery:
Managing IT Service Delivery Team to deliver technical and business Services on agreed service levels
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Defining Service Level Agreements (SLAs) in relation to contracted Services.
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Effectively monitoring, controlling and supporting Service Delivery, ensuring systems, methodologies and procedures
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are followed.
Building and Maintaining Client relationships.
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Producing management and account performance reports to an agreed schedule or upon request.
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Chairing client service review meetings covering performance, service improvements, quality and processes.
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Problem, Change and Configuration Management:
Extending Process capability and resources to support activities required throughout the Service Management Lifecycle,
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and provide input to ongoing Service Improvement Plans.
Interfacing with the Technical and Infrastructure teams by conducting configuration audits and identifying unauthorized
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changes. Organize and chair CAB meetings. Liaising with relevant Capability Support Teams to identify root cause and
ensure swift resolution of Problems.
Assess effectiveness of the Service Delivery and develop Service improvement plans. Assess changes in order to
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ascertain achievement of Change objectives, and audit Change process in order to ensure process meets requirements
and amend accordingly. Assess incident trends to identify and prevent apparent problems from occurring; entire logged
changes and approve impact, risk analysis, planning and scheduling.
Authenticating problems, assessing as well as approving the RCA report prepared by problem analysts; administering
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the KEDB as well as possessing accountability towards entire updates.
Ascertain appropriate process documentations are available to support the process; spearheading Emergency CAB
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(ECAB) meetings for all Urgent / Emergency RFCs; identifying appropriate Policies and Standards to be employed
throughout the Problem and Change process.
Initiated and devised Service V model as a practice for entire new implementations through Release Management.
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Provided training as well as awareness sessions for the technical management team regarding processes, procedures
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and compliance.
Acquired distinction of being recommended to negotiate with all the clients for implementing CMDB across all clients
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based on the success factor and value created by executing it on a single client.
Cognizant Technology Solutions, India (July 2007 – Feb 2010)
Systems Executive, Jul 2007 – Feb 2010
Key Deliverables:
Worked for Microsoft Centre of Excellence (MSCoE) in Microsoft Office SharePoint Server 2007 Life Cycle Project.
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Managed SharePoint Server site collection and troubleshoot incident in a Remote support environment. Troubleshoot
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Excel Services and web parts and Site Contents in the SharePoint Servers according to user needs as per raised
service request.
Established and devised InfoPath Forms in order to make the site page a logging tool according to the user’s
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requirement.
Deployed continual improvement plans for enhancing project productivity; carried out technical audits for tickets logged,
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as well as trained L1 analysts to fill in the knowledge gap.
Involved in the ITIL v3 Service Operation & Transition implementation and coordination; interfaced with the incident
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process and handled problem tickets, as well as carried out Root Cause Analysis for resolving problems or raising
changes.
Developed and delivered problem reports to the process manager; played a project role as L2/process coordinator.
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NOTABLE HIGHLIGHTS
Awarded as “IT Infrastructure Technical Wizard of Jan 2008 Mar 2008 first quarter” for completing the SharePoint Life
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cycle project for Microsoft Center of Excellence (MSCoE) with quality in work and quick in time.
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