Manager Management

Subish Varghese

****, **** ******,

Brooklyn, New York - 11237

E-mail : *******@*****.***

Phone : 718-***-****

PROFESSIONAL OBJECTIVE:

To obtain a full time permanent position in the field of Information

Technology in emphasizing the importance of achieving organizational goals

through following company policies and procedures. The goal is to provide

IT knowledge that will assist a company in achieving its organizational

goals.

PROFESSIONAL SUMMARY:

. Over 7 years experience in the IT profession in development, ITSM &

project management.

. ITIL V3 certified professional, having more than 5 years of

experience in execution of Incident & Problem Management process

and its governance across TIS (Technology Infrastructure &

Support).

. Excellent knowledge of ITIL concepts and processes as related to

business.

. Excellent knowledge of process improvement when necessary and

determining business needs.

. Extensively worked in Incident Management Team, which is the first

level interface for the Client for issues, queries, enhancement

requests, and feature requests etc., related to the project.

. Has played the role of Incident Manager and leading the Incident

Management track with a team size of 5.

. Monitoring the performance of the Incident Management process on a

weekly & monthly basis, checking and analyzing all tickets that

failed to meet SLA.

. Hands on experience in heading RCA (Root Cause Analysis) with the

stake holders.

. Report and present the status of current investigations.

. Tracking implementation of sustainable solutions.

. Documents incident and risk tracking management process.

. Extensively involved in MI Reporting.

. Knowledge of SDLC in project management and IT processes.

. High energy, can-do, results-oriented personality.

. Ability to deliver results under pressure.

. Ability to manage conflicting interests and identify compromises.

. I worked majorly in Technical/Application/Production support

projects which include (L1 & L2). Gained functional skills in

analyzing the client requirements, translating new ideas into

client's solutions including opportunity identification,

requirements development, delivery, support & analysis and

documentation.

. Good working exposure at client location (D sseldorf, Germany),

involved in Trouble Shooting and providing Application Support

during peak time.

PROFESSIONAL EXPERIENCE:

1. Sapient Consulting Pvt Ltd.

Nov 2009 to Nov 2013

DESIGNATION : SENIOR ASSOCIATE

ROLE : INCIDENT MANAGER

2. MAHINDRA SATYAM

DEC 2006 TO OCT 2009

DESIGNATION : SOFTWARE ENGINEER

ROLE : TECHNO-FUNCTIONAL

EDUCATIONAL QUALIFICATION:

. BACHELOR OF ENGINEERING -COMPUTER SCIENCE

2006

Pt. Ravishankar Shukla University,Raipur .

. ITIL V3 Certified

2012

KEY COMPETENCIES:

. ITIL V3 CERTIFICATION.

. INCIDENT & PROBLEM MANAGEMENT

. PROJECT MANAGEMENT

. MI REPORTING

. TOOLS: BMC REMEDY 7.1, OIM 9.0, VSS, SVN.

. EXPERIENCE IN WRITING SQL QUERIES, VIEW AND JOIN CONDITIONS.

PROJECTS PROFILE:

PROJECT TITLE : JCP DOT COM

CLIENT : JCPENNEY

ORGANIZATION : SAPIENT CONSULTING PVT. LTD.

PROJECT DESCRIPTION:

JCP.COM IS AN ECOMMERCE WEBSITE WHERE THE BUYING AND SELLING OF PRODUCTS OR

SERVICES IS CONDUCTED OVER INTERNET, MOBILE DEVICES AND TABLETS. THE

JCPENNEY BOLDLY TRANSFORMS THE RETAIL EXPERIENCE ACROSS 1,100 STORES AND

JCP.COM TO BECOME AMERICA'S FAVORITE STORE. FOCUSED ON MAKING THE CUSTOMER

EXPERIENCE BETTER EVERY DAY, JCPENNEY IS CREATING NEW IDEAS & NEW WAYS TO

MAKE CUSTOMERS LOVE SHOPPING AGAIN.

PHASE JCP.COM SUPPORT

DURATION APR 2013 - NOV 2013

TEAM SIZE 30

ROLE ASSOCIATE PROGRAM MANAGER / INCIDENT MANAGER

ROLE RESPONSIBLE FOR MANAGING AND LEADING THE OFFSHORE

DESCRIPTION INCIDENT & PROBLEM MANAGEMENT TEAM.

Performed weekly reports including phone stats and

incident ticket stats on employees.

Performed analysis on the stats to show

improvement in team's productivity potential.

Followed up on escalations with customers to

ensure customer satisfaction was complete.

Provided process improvements and recommendations

when necessary on the helpdesk to ensure processes

ran smoothly.

Managing the team ensuring the timely delivery of

the key deliverables.

Ensure that Incidents records are fully documented

both during and after the Incident, including

gathering and recording the full incident timeline

of events.

Chair weekly problem review on Problems &

Remediation action meetings.

Ensure high level of data quality for effective

trending, reporting and governance to executive

leadership, functional teams and other

stakeholders.

Analyse and Generate regular MIS reports to help

track the KPIs/SLA attainment for the Incident &

Problem Management Process.

Report and present the status of current

investigations on problem tickets and defects.

Planning and Maintaining shift plan for the entire

team.

PROJECT TITLE : VISTA 3.0 INTRANET PLATFORM SUPPORT

CLIENT : WORLD'S LEADING TELECOM MNC

ORGANIZATION : SAPIENT CONSULTING PVT. LTD.,

PROJECT DESCRIPTION:

VISTA IS THE INTRANET PLATFORM FOR A LEADING TELECOM GIANT EMPLOYEES ACROSS

25 COUNTRIES (OPCOS). THE INTRANET PLATFORM IS REQUIRED TO HOST VARIOUS WEB

APPLICATIONS THAT ARE USED EXTENSIVELY BY ITS EMPLOYEES IN THEIR DAILY

ACTIVITIES. THE CHALLENGE WAS TO SUPPORT A USER-FRIENDLY INTRANET PLATFORM

THAT WAS INTEGRATED BY USING VARIOUS TOOLS AND TECHNOLOGIES.

PHASE VISTA PLATFORM SUPPORT

DURATION DEC 2009 - MAR 2013

TEAM SIZE 20

LANGUAGES & JAVA, J2EE, JAVASCRIPT, STRUTS, HIBERNATE, SPRING,

TECHNOLOGIES SQL, PL/SQL

ROLE INCIDENT MANAGER

ROLE RESPONSIBLE FOR THE MANAGEMENT AND COMMUNICATION

DESCRIPTION OF CRITICAL SEVERITY 1 AND 2 INCIDENTS.

Ensure that Incidents records are fully documented

both during and after the Incident, including

gathering and recording the full incident timeline

of events.

Ensuring that the appropriate communications are

sent to senior management keeping them advised of

the incident and of the client impact.

Chairing and driving the bridge call with

collaboration with various groups, vendors and

senior management.

Chairing post-incident meeting to determine root

cause and preventive action.

Monitoring the performance of the Incident

Management process on a weekly & monthly basis,

checking and analyzing all tickets that failed to

meet SLA.

Log and track issues using the Remedy ticket

tracking system.

Pro-actively identify opportunities for service

improvements; directly address and eradicate

unacceptable levels of service for the

organization and for the customers.

Communicating with client by actively

participating in Service Level Meeting (SLM),

Change Approval Board (CAB) etc.

Work with Problem, Change and Continuity

Management to leverage understand for permanent

solutions.

Assist in ensuring that all the organizational

processes and procedures are adhered to and are in

compliance with corporate guidelines.

Analyse and Generate regular MIS reports to help

track the KPIs/SLA attainment for the Incident

Management Process.

Lead the Incident Management track with a team

size of 5.

Train and share knowledge in area of expertise

with more junior staff members.

PROJECT TITLE : BUSINESS INTELLIGENCE AND ANALYTICS SUITE

CLIENT : BIG CAP RETAIL COMPANIES

ORGANIZATION : MAHINDRA SATYAM

PROJECT DESCRIPTION:

THE PROJECT INVOLVED DEVELOPING A WEB BASED SOLUTION TO STREAM LINE THE

QUALITY AUDIT PROCESS IN THE RETAIL FASHION INDUSTRY. THIS SOLUTION

COMPLIMENTS TO THE FASHION PLM FUNCTIONALITIES LIKE - ADMINISTRATION,

FABRIC & TRIM, PRODUCT MANAGER, LINE OPTIMIZER, SOURCING, STORYBOARD, AND

WORKFLOW.EACH OF THESE MODULES INCLUDES MANY FUNCTIONALITIES AND SUB-

FUNCTIONALITIES. THIS PRODUCT TAKES CARE FROM THE PLANNING OF THE PRODUCT

TO THE MANUFACTURING OF THE PRODUCT. THE QUALITY AUDIT AND STYLE TRACKING

SOLUTIONS ARE THE BUSINESS VALUE ADDITION TO THESE FASHION PLM

FUNCTIONALITIES. SO WE PROVIDED A BOLT-ON APPLICATION ON THE FASHION PLM

PRODUCTS. THIS APPLICATION CAN BE INTEGRATED WITH OTHER SYSTEMS LIKE ERP

AND SCM TO FETCH THE DETAILS

PHASE FASHION PLM DEVELOPMENT AND SUPPORT

DURATION APR 2007 - OCT 2009

TEAM SIZE 6

PLATFORM ASP & C#.NET, MICROSOFT SQL SERVER 2005, VSS

ENVIRONMENT DOT NET 2.0, IIS 6.0, SQL SERVER 2005

ROLE TECHNO FUNCTIONAL AND PRODUCT LEAD

ROLE ANALYZED THE VARIOUS PROCESSES IN THE PLM FASHION

DESCRIPTION INDUSTRY.

Managing the team ensuring the timely delivery of

the key deliverables.

Understanding the requirements of the Quality

audit system and the style tracking system.

Carried out the installation of the Lawson and

Flex PLM Retail products.

Responsible for providing incident management

support for the retail products like Lawson and

Flex-PLM products.

Responsible for developing the project modules

using HTML and C#.net and writing Stored

Procedures.

Responsible for Testing and to generate test

reports.

I HEREBY DECLARE THAT THE INFORMATION FURNISHED ABOVE IS TRUE TO THE BEST

OF MY KNOWLEDGE.

(SUBISH VARGHESE)

PLACE : NEW YORK[pic]

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