Management Manager

[pic]Venkatasubramanian Narasimhan[pic][pic]

Cell: +91- [pic][pic][pic]984******* ( Phone: [pic][pic][pic]+91-44-

25580586 ( E-mail: ******@*****.***

IT Professional with 8+ years of insightful experience

Proven expertise in: ( ITIL Process Implementation ( Project Management

( Service delivery Management ( ISO20 K Implementation

< Technically-sophisticated and business-savvy management professional with

a pioneering career reflecting strong leadership qualities coupled with

enormous experience & exposure in ITIL V3 Processes

< Eminent leadership expertise with exemplary record in driving management

methodologies and disciplines spanning project planning, risk management,

progress tracking & analysis, report and other related factors.

< Results-driven professional, recognized for taking on major initiatives,

adapting to rapidly changing environments and resolving mission-critical

issues to ensure bottom-line success.

< Management style characterized by a focus on discipline, prioritization,

and keeping focus on mission critical objectives.

< A visionary leader with good communication, team building and management,

interpersonal & analytical skills.

< Knowledge of international work cultures by virtue of overseas exposure

in Switzerland, France, Italy, Japan and Singapore

Career Profile

Consultant Process Deployment, TATA Consultancy Services Ltd. (Apr 2011

till date)

Strategize deployment of Processes:

V To strategize, lead and deploy the processes defined in the Global

Delivery Center (GDC) and projects executed out of multi-locations

through an organization deployment plan.

Deploy the Processes:

V Formulate the Organizational process deployment strategy in

collaboration with the Process Design Team.

V Provide necessary information at different levels of the

organization, regarding the results of process deployment

V Coordinate necessary training in the OUs with the respective PE

leads on new/changed definition of processes for roll-out in the

OUs (as a result of new models, Process improvements and feedback)

V Engage with PEG Core-Digitization support team for improvements to

digitized business processes and give requirements for automation

for process deployment

V Interact periodically with PE leads to get customer inputs and

feedback on processes

Monitor and Control the deployment of Processes:

V Analyze lessons learnt from failures to see how definition can be

made more effective to address pain areas. Provide feedback to PEG

Core definition team

V Assess deployment rigor at the OU

V Evaluate audit/assessment readiness of the OU

V Benchmark process measures.

Personal Development:

V Monitors gaps in one's own required competencies and enrolls for

relevant learning to bridge gaps in competencies

V Create a development plan for one's aspiration role in discussion

with Manager

Team Management:

V Identify and assign appropriate roles to team members

V Sets reasonable,challenging and clear performance goals for direct

reports, monitors performance & provides appropriate feedback

V Supports & provides guidance to team to achieve personal, team &

professional goals

V Tracks competency gaps that exist among team members & ensures that

relevant learning /appropriate tasks are assigned.

Service Management, IBM India Pvt. Ltd (Oct 2009 - March 2011)

Job Profile:

o Service Delivery - Problem Management process for MearskLine

the Danish conglomerate in shipping, transportation and energy

sectors and Dansk super market in IBM for the last 8 months

o Managing Process Delivery (SLA / KPI Tracking)

o Managing Process Quality (Quality Check)

o Continuous Process Improvement (through weekly Governance Board

Reviews with customer)

o Stakeholder Management

o Interface with Customer and Partners

o Resource Hiring

o Requirement Analysis/effort estimation

o Operational Level Management

o Leading and driving Problem control & Error control Projects.

o Continuous Service Improvements

o War Room Meetings

o Member of external Quality Audit team

o Implementing short/long-term plans for achievement of process

objectives.

V Subject Matter Expert - Problem Management for AstraZeneca in IBM

o End to End Problem Management for AstraZeneca.

o Root Cause Analysis, Problem Control and Error Control

o Trend Analysis

o Quality Review of root cause analysis

o Mentoring junior members

o Managing teams to excel business targets & service delivery

o Preparing, compiling & presenting reports pertaining to process

capability and productivity.

o Implementation of Lean & 7 Levers in problem management.

o Conduct regular ITIL trainings to other teams in service

management competency and the technical resolver groups.

V Workload Management in IBM's flavor of Lean operational model (Stretch

Assignment)

Service Management specialist Nestle Switzerland, (Deputed by Wipro

Technologies (May 2006 - Aug 2009)

Job Profile:

Incident Manager involved in

. Management of overall incident process; coordinating with the technical

teams, Global Helpdesk and Sys-Ops command center to ensure quick

restoration of services.

. Focus on minimizing business impact on the customer apart from

interacting with the customer during outage periods.

. Identification and resolution of incidents with priority on end to end

management of global high severity incidents.

. Escalation of critical issues to the appropriate service manager based on

requirements.

Function as Problem Manager with prime responsibilities of

. Acting as the central communication point for follow up of Priority 1 and

2 issues; provide leadership to long term resolution components of the

end to end problem management process pertaining to complex and high

impact issues.

. Promotion and support of deployment of service management processes to

all groups interacting with problem management; facilitation & management

of conduct and deliverables from problem/ situation management

teleconferences, incident reviews and other relevant forums.

. Conducting and managing regular and ad-hoc problem management meetings,

action plans & logs besides coordinating with the account teams and

customer pertaining to status of issues, action plans and remedial

measures.

. Performing trending on data and analyze for focus areas, defects and

improvement opportunities followed by feeding the same into overall

problem management cycle.

. Escalating and notifying relevant stakeholders based on end to end

problem management process besides being involved in completion and

delivery of problem management related tasks assigned by the team leader/

manager.

Change & Release Manager involved in

. Forward schedule of changes and approval of exception changes apart from

ensuring zero impact from no-impact changes on failure.

. Coordinating with the compliance team and technical teams for release of

latest patches into the software with prime focus on application of

patches published by Sun Solaris and Windows within the target date.

. Negotiating with the customer pertaining to postponement of patch

releases due to delay from customer side.

Service Level Manager involved in

. Maintenance of Service Catalogue & Service Level Agreements; negotiating

with the customer on reducing minutes of outages.

. Analysis and preparation of service level reports highlighting SLA

accomplishments of various service lines like Capacity, Change, Incident,

Availability and Problem management.

. Using weekly and monthly scorecards to highlight health of the account to

the management.

Senior Helpdesk Associate, Affiliated computer services Limited (Sep 2005 -

Apr 2006)

Job Profile:

Handling critical Incident tickets, task tickets and change control

management through Peregrine Application for Remote server and System

administration, Client Application, Antivirus Updates, Security, Policies

for Servers like Windows NT, windows 2000 issues.

Prepared knowledgebase articles and reviewed with the client. Later,

uploaded in ACS central knowledge repository and trained the entire team on

process.

Participate in the weekly Steady State and Change management meetings and

SDM meetings and learn about all the changes scheduled for the current

week.

To handle escalated calls on the floor and upon a request from any customer

Complete ticket review of call tickets, incident tickets and task tickets

on a bimonthly basis.

Attending the Biweekly conference call with Desktop Team in the Client

Location.

Escalation Lead, Slash Support India Pvt Ltd. (July 2004 - Aug 2005)

Job Profile:

. Involved in computer troubleshooting.

. Training the team on advanced wired & wireless technologies with product

specification. Attending Knowledge Sharing Session with the Client.

Taking Escalation Calls

. Administration and Maintenance of LAN, WLAN.

. Installing, Configuring, Maintaining and troubleshooting

. Wireless LAN and Wireless Network Security.

. Configuring broadband routers for IPSEC and PPTP and also configuring

Cisco VPN client software for VPN connectivity.

. Troubleshooting over the phone for the Microsoft XP operating system,

Internet (all types), Network issues, and Virus issues for Home users.

. Expertise in installation and un installation of Windows XP (Home &

Professional), ME, 2000 and 98.

. Spearheading efforts pertaining to issues viz. operating system repair,

blue screen issues (un mountable boot volume, stop error messages, etc),

registry and drivers related issues.

Education

< Master of Business Administration(Systems)

< Master of Science(Biophysics)

< Bachelor of Science(Physics)

< ITIL V3 Expert certified.

< Prince2 Practitioner Certified

< Project Management Orientation course certified from IBM internal

training.

< ISO 20 K Implementation certified

Technical Skills

< Working Exposure: Windows (all versions), Visual Basic 6, SQL Server,

Linapps, Service Center, Remedy

Personal Particulars

< Fathers Name: S. Narasimhan

< Date of Birth: 09th June 1980

< Address: 5/4, Apparao Garden 1st Street, Anbazhagan Nagar, Perambur,

Chennai 600 011.

< Marital Status: Married

< Valid Indian Passport holder

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