Summary

IT professional with extensive experience in IT Service Management and Process Consulting, seeking job opportunities in IT Service Management.

Education

Nova Southeastern University, Fort Lauderdale/ FL, MS in Management Information Systems (GPA : 3.86)

Kannur University, Kerala India. Bachelor of Technology in Computer Science and Engineering

Skills

Advanced knowledge of ITIL, ISO internal audits, People Management, Knowledge of Python, Basic Knowledge of R programming, SQL, Tableau, SAP predictive Analytics, Big Data fundamentals, Hadoop, Spark, Hue, Hive, Basic knowledge of Scala.

Relevant Experience

EY (Ernst & Young) Global Shared Services, Kochi, India

Assistant Director - Business Management Services, January 2011 – October 2016 (5 Years, 9 months)

Designed & Developed key IT processes within Ernst young – like Release and Deployment Management, Service Knowledge Management, IT Infrastructure Continuity Management

Update and Improve process like Incident Management, Change Management, Problem Management, Event Management etc.

Use Visio and Business Process Mapping techniques to develop work flows, design the process, and develop end to end process documentation

Managed stakeholders at all levels of organization throughout the process development lifecycle – Process Improvement requirement gathering till publishing process/ implementing the improved process.

Established KPIs and metrics for processes and enabled in developing Service Levels for the organization

Involved in Coordination and design of for CI discovery

Coordinate root cause analysis with Subject Matter Experts who own the incident

Microland Limited., Mumbai/ Bangalore, India

Process Leader – Quality – Infrastructure Management (IMG), Shared Services Centre, January 2006 – June 2009

Managed process improvement project to improve customer satisfaction across Deutsche Bank IT Infrastructure Management Services within the scope of Microland (Incident Management, Desktop Management, Windows Server Management).

Developed Comprehensive Operating Procedures for Managed Services based on ITIL and ISO Standards

Audited Services based on ITIL framework to ensure Adherence to Standard Operating Procedures

Developed Metrics and KPIs for key IT Infrastructure Support Processes

Analyzed performance report on a daily, weekly and month basis to identify deviations form agreed Service Levels

Identified new reporting framework to improve management of day to day IT Infrastructure support

Involved in Coordination and design of for CI discovery

Coordinate root cause analysis with Subject Matter Experts who own the incident

Worked with global helpdesk on Incident Management, Problem Management and Continual Service Improvement

Additional Experience:

Crossdomain Solutions Pvt. Ltd Bangalore, India

Assistant Management – Process Excellence(Six Sigma) June 2009 to Dec 2010

Microland Ltd & Iseva Systems Pvt. Ltd. (for Microland) Bangalore, India

Process Lead, Process Analyst, Technical Leader October 2004 to Jan 2006

Achievements

Continuous Process Improvement initiatives across IT Infrastructure (GIS), Knowledge Processes and IT Application development streams at EY

Developed ITSM processes (methods) for Ernst & Young IT Services (As part of Strategy & Architecture Team)

Developed workflows using Business Process Mapping techniques, Visio tool for major ITIL Processes for EY

Managed stakeholders at all levels of the organization during various stages of process developed, continual improving lifecycle

Consulting for ITSM processes, guidance in reducing IT incident SLA breaches to Zero for critical client.

Developed Standard Operating Procedures for Key client of Microland based on ITIL and ISO 9001: 2000 with excellent Customer satisfaction and minimum rework

Developed Continuous Improvement framework for critical client within 6 months’ period based on ITIL, ISO, Internal Reporting System and Lean Six Sigma techniques

Designing audit plan and Training of ISO 9001: 2000 Internal auditors.

Designing curriculum and training people in Six Sigma Green Belts, Yellow Belts based on organizational curriculum

Effective management of short term Kaizen projects; 70% people involvement at organizational level for small organization

References

References provided on Request

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