Project Manager Management

ANJANA S

PMP®, ITIL Expert, ISO ***** and ISO ***01 Lead Auditor

Reach me at: ******.**********@*****.***

Contact: +918*********

Y31stInvigorating Business Capabilities through Process Excellence,

Value Added solutions and Structured Governance

- Shaping Flexible Consulting Solutions Positioning Company for Market Leadership -

Creative, Results driven process excellence and quality leader with more than 10 years of experience in the IT Industry. Chan ge

Agent and problem solver with a passion for Continuous Improvement, skilled in grasping the Business perspective, Conceptualizing,

Developing and implementing Solutions. Competent in Developing and Motivating Highly focused Teams that successfully meet and

exceed company Objectives. Areas of expertise include

• Project Management • IT Service Management • Process Re-engineering • Standards and Certifications

• Strategic Analysis and Consulting • Process Improvement (Lean and Six sigma) • Metrics and Measurement • Quality Assurance •

Client Relationship • Risk Management• Change Management • Agile• Transition and Transformation • Delivery and Operations

Management

PROFESSIONAL SYNOPSIS

End to end ISO 20000 Implementation (4 implementation cycle experience)

Quality Management System definition, creation of artifacts and implementation (5 implementation experience in

alignment to ISO 9001)

ITSM / ITIL v2 and ITIL v3 process implementation experience (3 implementation cycle)

Prepared training modules and Trained more than 1000 professionals on ITIL v2, ITIL v3, PMP, Quality Management

System, ISO 20000, Risk Management, Internal Audit, CMMi, ITSM Overview, SOX Audits, HP Service Center,

Remedy, Service Now

Developed and delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the

people, process, and technology perspectives of providing business solutions. (3 implementation cycle)

Continual Improvement by Implementing Lean and Six sigma concepts on projects (More than 5 GB projects and 1 BB

project)

Process maturity assessments, business case analysis, skills capability mapping to roles, Team management, Program

Management and operation and process model development.

Service level agreement and operational level agreement architect

Conducted SOX Audits for one of the clients (1 cycle of conducting SOX audits)

Created Toolkit that included Process Definition till transition closure activities to ensure smooth Transition of Projects.

Experience in end to end Transition Management

Business Process Consulting including Data Analysis, Process Definitions, Process Re-engineering, Change

Management, Performance Monitoring and Control and Continual Improvement Recommendation and

Implementation assistance.

Metrics definition, scorecard creation and baseline preparation to include organization metrics and project metrics for

software and managed services projects

ISO 27001 implementation and Audits and Business Continuity Management (1 implementation cycle experience)

Initiation, Creation and implementation of Risk Management Framework, Internal Audit Framework, Ticket audit

framework and SOW Evaluation Framework

Project Manager for Database Project (3 months) that involved handling a team and operational activities

Project Manager for end to end ISO 20000 Implementation

Worked on more than 33 RFP’s

Widespread knowledge on performing Internal audits ( Conducted more than 100 internal audits)

Conducted Training on ITIL v3 Foundation, Lean Six Sigma to companies as an independent consultant and trainer.

External Auditor for CMMi 1.2 for a reputed organization consisting of more than 130000 employees as a 3rd party

consultant.

Guided start up’s on initial process definition stage.

PROFESSIONAL DETAILS

DESIGNATION: Delivery Assurance Manager (India Operations)

COMPANY: GENPACT LTD (September 2011 – October 2013)

Genpact Limited, formerly a GE owned company called GE Capital International Services or GECIS offers analytics and research,

financial risk management, supply chain, procurement, enterprise application services, and IT informat ion services. They have more

than 70000 employees across the globe.

Recruited as Standard Certification leader to ensure Process Excellence tasked with strengthening process, quality and also

company’s position as preferred solution provider.

Program Managed end to end ISO 20000 certification

Project Management including resource recruitment, training and evaluations

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ANJANA S

PMP®, ITIL Expert, ISO 20000 and ISO 27001 Lead Auditor

Reach me at: ******.**********@*****.***

Contact: +918*********

Process integration of two QMS system after acquisition to ensure standardization and have experience in complete

Process Definition for Service delivery activities in line with CMMI-Svc ver1.2 Model and ISO 20000:2011

Consulted on a 6-month project to develop a process that allowed an onsite clients to streamline their service

management process to ITIL V3 framework that lead to a increase in customer satisfaction score by 60%

Responsible for developing process-integration strategies and frameworks to engage both business process leaders

and IT professionals.

Designed the process maturity framework for all the managed services projects as a standard evaluation mechanism

that led to 12% risk reduction and 20% increase in overall customer satisfaction

Worked on more than 15 RFP’s

DESIGNATION: Process and Quality Lead

COMPANY: IBM (Aug 2009 – Jul 2011)

IBM India Private Limited is the Indian subsidiary of IBM global with its office spread across the country. It has more than 150,000

employees in India. Service offerings are mainly in the field of Business consulting, Managed Services, Outsourcing and Application

Management.

Functioningas Process Excellence Lead Accountable for Process adherence, Standardization, Continual Improvement and Training .

Managed a team of 10 Quality Analysts on a regular basis.

Lead, Approver and Single Point of Contact for Maximo Tool (Ticketing tool) for the entire competency.

Provided support and signed off on transition exits from process perspective for all projects prior to go-live.

Played a key role and successfully implemented GDF on a team size of 60 which improved productivity by 20%

Implemented Defect Prevention Process (Problem management Process) within the Pools which reduced 12 % of

incidents.

Developed processes for pools that streamlined the process that resulted in improving the turnaround time from 48

hours to 2 hours.

Designed the induction pack for the transformation team and conducting inductions

DESIGNATION: QA Engineer

COMPANY: Fidelity (May 2007 – Aug 2009)

Fidelity Investments is one of the world's largest providers of financial services. They are the leading provider of investme nt

management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and

services. FMR (Fidelity Management & Research) India is the flagship captive unit of Fidelity US with its headquarters locate d at

Bangalore with more than 10000 employees.

Functioning as a Principal Process Excellence and Continual Improvement Expert

End to end ISO 20000:2009 standard implementation across the managed services division from initiation till the

external audits (surveillance included)

Metrics definition, scorecard creation and baseline preparation to include organization metric s and project metrics.

Project Facilitation for Software Development Projects and Managed Services Projects from project initiation till

closure (CMMi and ISO 20000 / ITIL)

Single point of Contact and Internal Auditor for Business Continuity Management and ISO 27001 to ensure processes

are adhered to for Managed Services.

Identified and implemented improvements through Lean and Six Sigma

Effectively used process/Value stream mapping and presented solutions utilizing current and future state process

models for various IT projects that helped in reducing processes timelines from 4 months to 2 months on server

commissioning and decommissioning

Lead a team of 30 quality facilitators

DESIGNATION: PROCESS ENGINEER

COMPANY: Infosys (Nov 2004 – Apr 2007).

Infosys (formerly Infosys Technologies) is an Indian multinational provider of business consulting, information technology, softwar e

engineering and outsourcing services. It is headquartered in Bangalore, Karnataka with more than 160,000 employees. Single po int of

contact for all the ITSM and quality/process related queries across the projects in the domain.

Functioning as a Process Consultant

Assisted in BS 15000 / ISO 20000 standard certification processes.

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ANJANA S

PMP®, ITIL Expert, ISO 20000 and ISO 27001 Lead Auditor

Reach me at: ******.**********@*****.***

Contact: +918*********

Initiate and indulge in continuous process improvement projects that lead to increased supportability and business

benefits, followed by their retrospection.

Key participant in internal and external audits.

Conduct Risk Assessments for each project and delivery unit

Help in defining Project Scorecard for the projects

Define and Implement Call Audit Process for Helpdesk Projects

Engagement Feedback Questionnaire preparation, Analysis of feedback, initiate improvement actions and follow up to

closure

DESIGNATION: QUALITY EXECUTIVE

COMPANY: Microland Ltd (July 2003 – Nov 2004)

Microland is an IT infrastructure services provider which offers services within infrastructure management, end user services, cloud

computing, virtualization, collaboration and mobility. They have over 2300 employees presence globally.

Functioning as a Process Associate

Provided dedicated support to projects for process Implementation, reviews and gap improvement.

Process Definition and Process Improvement and through Six Sigma and Internal Audits

End to End Transition and support for a new service line in OMC

Designed, Customized and Implementation of Kintana tool for all service lines

Designed, developed and implemented internal audit framework

Created dashboards to evaluate projects

Conducted ticket audit for all projects on a sampling basis

EDUCATIONAL QUALIFICATION

Bachelor of Engineering (Electrical and Electronics) from BIT, Bangalore in 2003.

TRAINING AND CERTIFICATION

PMP® - Project Management Professional

ITIL V3 Expert ( ITIL V3 with Capability Module)

ISO 27001 Certified Lead Auditor

ISO 20000: 2011 Certified Lead auditor and Implementer

Six Sigma Green Belt Certified and Trained Six Sigma Black Belt from Fidelity

PMI Agile (21 PDU’s) Trained

COBIT Overview

CMMi 1.2 for Dev trained by QSIT

CMMi 1.3 for Services trained by QAI

Trained on Internal Audit

ISO 9001 Trained

HONORS AND RECOGNITIONS

Two Silver awards at Genpact for best performance

Team Awards at Genpact for successful implementation of ISO 20000

Best QA Award in IBM and Thanks award for best Performance at IBM

Well done certificate within one month of joining at Fidelity

Best team player for ISO20000 implementation at Fidelity

Well done certificate for preparing the best quality service packages at Fidelity

Customer Appreciation award for transition for an entire service line at Microland

REFERENCES

Will be provided on request

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