Change Management
Resume:
Professional Summary
• Overall *+ years of experience includes-Working as an ITIL Process Consultant in Visa for Transition SLM Process Implementation, Configuration/On-boarding of SLA’s during transition phase, supporting action plans for all the transition account with SLA risks.
• Supporting Action plans for all the transition account which have SLA risks.
• Working with Tools team (ServiceNow) for configuration and converting SLAs to operational definitions.
• Provide leadership and ITIL experience to simplify and improve the current processes based on industry best practices.
• Manage and lead the IT change management governance, process, standards, guidelines, best practices, training/education, and strategic initiatives by partnering closely with direct manager, IT Change Management, IT senior leaders, and IT change submitters
• Agree with the Customer on KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics.
• Agree with the Customer on the Reporting requirements and the Templates to be used for the same.
• Provide the Process training to all the Resources in the Engagement.
• Process definition plan, identify the reviewers and process sign-off mechanism.
• Collaborate with project managers, infrastructure team, application developers, and users at all levels.
• Propose the Service Improvement plans (SIPs), if possible to the Customer / Service Manager for future Service improvement.
• Knowledge of ITSM Tools.
• Collaborate with the Tools team (Internal / Customer) as required to customize the ITSM Tools in-scope.
• Work with technical implementation team implementing ServiceNow to ensure ITSM process requirements are translated into appropriate solutions design and configuration in ServiceNow.
• Author the Process documents and get them signed-off from the Customer (include the required Process flows, diagrams) as per the agreed Template.
• Excellent phone and customer service skills.
• Manage weekly and monthly Incident review meetings and provide data metrics to Leadership
• Responsible for Process Improvement, Planning and Delivery.
• Providing knowledge sharing sessions to Team members and the new associates.
• Customer communication, People Management, Risk planning and Mitigation, Process improvement are other responsibility area.
• Provide proper handholding of the Processes to the Service Manager / Process Owners / SQAs.
• Worked with Wipro- Roche Diagnostics as a Service Level Management Lead.
• Worked with Wipro - Daimler India Commercial Vehicles - Bharat Benz as Process Consultant and a Scrum Master.
• Wipro - GMR Delhi Airport IT Systems as a WebSphere MQ Senior Administrator. BhanuShilpa CSM®, ITIL®, Six Sigma Green Belt
ITIL Process Consultant
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• Wipro - GMR Delhi Airport IT Systems as a Senior Application Engineer and leading a team of 7 members in delivering Application IT operations.
• GMR Delhi International Airport (P) Limited (Terminal 3), as an Executive role on activities such as Project Management activities such as planning, analyzing and presenting before management, IT site installation progress check, resources deployment for the task in specific area and preparation of estimation analysis report. Areas of Expertise
Core Skills
Service Level Management Transition Management ITIL process Implementation Scrum Master KPI Reports Customer Relationships
Stakeholder Management KPI Dashboards KPI Reports
IT Infrastructure Management Project Coordination Incident Management Problem Management Change Management IT Process Governance IT Operations Management Lean Six Sigma Green Belt CIO Dashboard Enterprise Project Management
Professional Competency Certification
• ITIL V3 Foundation Certified
• Certified Scrum Master
• Lean Six Sigma Green Belt Certified
Professional Experience
Visa – Service Level Management Lead, ITIL Austin, Texas, United States (Aug’17-Present)
• Configuring/On-boarding of SLA’s during transition phase ensuring 100% of SLA to be configured for account during transition phase.
• Lead weekly change reviews with Stakeholders IT change submitters to assess change risk and compliance to change management standards, guidelines, and best practices.
• Review IT change management metrics on an ongoing basis and promote and lead changes to improve metrics
• Support divisional and department ITIL Review dashboard enhancements and maintenance in Service Now.
• To provide support to Transition team with detailed recommendations to mitigate risks SLM Risks measuring minimum 90% mitigation of SLA risks identified during transition phase.
• Preparing and providing 100% Management review reports on time for all critical SLM risks.
• Supporting Action plans for all the transition account which have SLA risks.
• Working with Tools team (ServiceNow) for configuration and converting SLAs to operational definitions.
• Agree with the Customer on KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics.
• Responsible for Transition of SLM Process Implementation while referring ITSM Scoping document, process definition plan(transition plan), preparation of EPD’s for all In -scope process, check for alignment of the process as per the tool, getting the customer sign-off for-
-EPD’s.
• Collaborate with the Tools team (Internal / Customer) as required to customize the ITSM Tools in-scope.
• Training the delivery team on the designed processes.
• Proactively facilitate sessions / dialogue with key stakeholders (e.g., Problem Manager) and conduct trend analysis on performance issues, and evaluate predictive behaviors / outcomes.
• Document and work to resolve performance requirement / service level management problems. Routinely report progress on problem resolution to management.
• Weekly metrics reporting to management and collection of staff’s status reports. Wipro Roche Diagnostics-Service Level Management Lead, ITIL Chennai, India (Nov ’16- Apr’17)
• Responsible for the development, creation, negotiation, documentation, measurement, reporting and review of Service Level Agreements and Organizational Level Agreements supporting customers and stakeholders of a multi-site Data Center.
• Responsible for the maintenance and upkeep on a multifaceted Data Center Service Catalog and Service Level Management templates and artifacts.
• Part of Program team and responsible for sharing Service Request details while coordinating with Service Now team for SR Configuration.
• Followed the best ITIL practices in Incident Management, Problem Management and Change Management.
• Monitor workflow, process and work instruction compliance by work center and track corrective actions to closure.
• Document and work to resolve performance requirement / service level management problems. Routinely report progress on problem resolution to management.
• Work with Continuous Improvement to devise improvements to procedures and develops models of possible future configurations.
• Additionally, works as a team to implement and execute the quality management program.
• Monitor and track quality action items and quality issues through resolution.
• Identify and report project quality risks to program management.
• Responsible for Management review reports for all critical SLM risks.
• Managing IT Infrastructure Projects.
Wipro Daimler Bharat Benz – Operations Manager, ITIL Chennai (Dec ‘15 – Oct ’16)
• Responsible for policy Governance in DICV-IT.
• ITIL Process Implementation.
• Preparation of CIO and KPI dashboard.
• Responsible for implementation of requirements related to SharePoint.
• Representative for Enterprise Project Management Migration from DICV-IT.
• Responsible for co-ordination of Automation projects.
• Responsible for architecture governance of DICV-IT.
• Responsible for Monthly CEO review PPT Preparation.
• Preparing Teasers for surveys, New Process Implementation, Information Security Circulars in DICV.
• Coordinating with Japan Fuso Team for the implementation of Enterprise Project Management.
Wipro - Senior Administrator, Websphere MQ New Delhi (Jan ‘10 – Nov ‘15)
• Followed the best ITIL practices in Incident Management, Problem Management and Change Management.
• Actively participating in the product deployments and administration following the best ITIL practices.
• Managing IT Infrastructure Projects.
• Responsible for Process Improvement, Planning and Delivery.
• Submission of Daily/Weekly Reports covering details of major incidents/requests/trouble tickets.
• Working on new CR from client and implementing the same.
• Providing knowledge sharing sessions to Team members and the new associates.
• Customer communication, People Management, Risk planning and Mitigation, Process improvement are other responsibility area.
• Using BMC Remedy as call logging tool.
• Finding the root cause for issues in the application infrastructure.
• Worked in Administration of Websphere MQ and Application support.
• Result-driven professional career for almost 4 years of rich IT Experience in WMQ and production support.
• Experience in providing round the clock on call support for production systems.
• Actively monitor and coordinate system tuning to improve operational capabilities.
• Good understanding on UNIX servers and clustering concepts.
• Experience in understanding and helping Clients during Requirement reviews and testing cycles.
• Documenting the issues with the resolution to be followed during the operations.
• Creating and reviewing SOP’s for all applications. GMR Airport-Developer Limited-Executive, New Delhi (Jun ‘09 – Dec ‘09)
• Planning, analyzing and presenting before management, IT site installation progress, resources deployed for the task in specific area and estimation analysis report.
• Providing specific guidance to the team for executing crucial projects.
• Interface testing with various other airports IT systems like CUPPS, PRS, BRS, MDS, FIDS, IVRS, etc with UFIS interface using IMB.
• Managing different IT vendors for various IT related projects.
• Delivered Admin Training on Airport applications (Check-in, baggage handling systems and security surveillance) to the Airline staff and Ground handlers.
• Designed User Interface for FBLB application.
• Good knowledge on third party Airport Management application UFIS, Universal Flight Information System.
• Reported incident resolution and Service requests.
• Designing Test Cases and execution.
• Automating test cases using QTP automation tool
• Coordinating with development to assess the impact of regression test cases for every major release
• Prioritizing the test cases as per the business requirements and ensuring the timely delivery of the product
• Data set up for regression testing though automation framework. Educational Qualification
• • Bachelors in Information Technology, JNTUniveristy - 2009
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