Management Service

ALOK SARDA

Ph: +1-469-***-**** Email: *************@*****.***

Fremont, California

OBJECTIVE

Seeking a challenging role in ServiceNow Functional area, utilizing my skills and experience to solve customer issues and learn and expand ServiceNow skill catalog to provide high valued consulting

SYNOPSIS

An astute professional with project experience in ITSM Process and Tool Consulting, IT operations services delivery and Project Management.

Possess experience in driving Service Improvements having unrelenting focus on providing best in class solutions to solve customer pain areas and deriving utmost value out of all the IT Service Management Improvement initiatives

Design, build and deploy business outcome driven solutions focused on designing processes which solve customer problems, are repeatable, accelerate value and employ process best practices and standards

Initiate ITSM process definition, re-engineering, improvement and gap analysis of current/to-be processes. Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks

Responsible for As-Is assessments, client trainings and end-to-end delivery management

Design solutions and processes that are integrated with ServiceNow solutions and platform and other relevant business applications

Successfully lead projects driving process transformation with full ITIL lifecycle assessment, design, validation, implementation and training. Driving Service Improvements through inception till closure

Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities

Provide feedback Loop into BU product teams for continual improvement of product process, OOB capabilities, features and interoperability in consideration of customer needs and requirements

EDUCATION

B.Sc. with specialization in statistics from St. Josephs Degree College, Hyderabad in 2005

P.G.D.M (IT) from Balaji Institute of Telecom Management(BITM), Pune in 2009

TRAININGS & CERTIFICATIONS

Certified in ITIL V3 OSA (Operational Service management) module

Certified in ITIL V3 RCV (Release Control and Validation) module

ServiceNow Certified System Administrator

ITIL V3 Foundation Level Certified

ITIL V2 Foundation Level Certified

Infosys Internal Six Sigma Beginner Certification

Technical Summary

Software Tools: ServiceNow Helsinki, HP Quality Center 9.2, HP ALM

WORK HISTORY

Infosys Limited, Hyderabad May’12-Till date

Senior Consultant

Key Deliverables

•Developed ITIL Process for future ServiceNow implementation and work as functional consultant developing these processes to best fit into ServiceNow. Defining policies, best practices, report reviews and working with client senior management to review and improve operational processes

•Participate in end to end implementation planning including project management, issue management, communication and change management

•Preparation of user documentation and training documentation as necessary

•Understand the business context and how to translate business and functional requirements into a sustainable ServiceNow implementation

•Managing UAT with end users including coordination and user acceptance signoff

•Followed agile methodology to deliver consistent deliverables to client with focus on high priority deliverables with minor enhancements

•Worked as ServiceNow Functional Consultant gathering requirements from client and providing developers with requirements. Designing ITIL Processes, providing training to end users, internal training, managing timelines etc.

•Managed Non-Production environment requirements for a high stakes project: Engaging with Asset Teams, testing teams and Enterprise Release teams to ensure successful testing and Implementation

•Performed Non-production environment Service Desk Transformation(SI) for Australian Financial major, helped client move to QlikSense for Dashboard reporting

•Was part of a tactical platform team- Service Excellence Office (SEO) team providing service management for their Global Service Desk and DataCenter services focusing on principles of Process Management, mapping process measurements to business value and thus creating a systematic approach to continuous value creation for a shipping major.

•Worked on services Transformation by focusing on three core areas- Process, Tools and Reporting

•Driven process improvements like Centralized logging of tickets, escalation procedures set up and execution, driving SOP and Knowledge articles creation and update, Outage notification, FAQ’s section uplift, Vendor Transition management etc.

•Performed ITIL Process Audit for a European client for Incident, Problem Change and Release management processes and suggested recommendation to align their processes in line with ITIL V3 framework

Computer Sciences Corporation, Hyderabad Sept’10-May’12

Service Analyst

Key Deliverables

Leading a small team of problem managers who drive Problem management initiatives from offshore for a BFS client delivering quality root cause analysis on incidents in the infrastructure.

Single point of contact for Problem management activities for a global client.

Performing routine audits on incidents and problems to understand the correlate the incident data to the root cause.

Ensuring root causes are addressed towards no repeat incident in future.

Ensuring there is an incident reduction undertaken resulting in client saves.

Providing weekly and monthly reports showcasing the efforts put across in the area and the achievements made through the process.

TCS E-Serve Limited, Mumbai May’09-July’10

Assistant Manager

Key Deliverables

Lead a strong and dedicated team where the team supported, enhanced, customized the product – HP Quality Center 9.2

Studied the existing ITIL processes and implemented process improvements for the Incident and Problem management processes.

Was the single point of contact for 70 customers for Quality Center customization requests Managing 1500 users and their requests.

Regular meetings with client and senior management, designing strategies for the upcoming challenges facing the team.

Cognizant Technology Solutions, Hyderabad July’05-May’07

Programmer Analyst

Key Deliverables

Joined the company in the SSM (Service and Support Management) team supporting the ITIL processes for a US client in the Banking sector under credit card division.

Was responsible for Incident, Problem, Configuration & Change management activities

Learned more than ten “tier-1” applications in short span

Was single point of contact for the clients at offshore for many applications

Root cause analysis of problem occurrence, quick fixture and documentation so that future errors were eliminated

Performance improvements through more holistic incident prevention, home grown tools development.

PERSONAL DETAILS

Date of Birth: 16-June-1984

Languages: English, Hindi

References: Available upon request

(Alok Sarda)

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