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Manager Service

Location:
Auckland, AUK, New Zealand
Salary:
$70,000 - $100,000
Posted:
April 21, 2016

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Resume:

Proficient in ITIL/ITSM operations; Project Management and ServiceNow (ITSM tool)

PROFESSIONAL PREFACE

Certified ITIL® 2011 Expert, PRINCE2 Practitioner Certified, Service-Now System Administrator & Lean Six Sigma GB (LSSGB) Certified with 13 plus years of track record of delivering value to organizations through effective Strategy Planning, Leading New Initiatives / Projects /Products during the career span as Change/ Incident/Project Manager or SNOW (Service-Now) Consultant.

Skilled in managing IT Service Management (ITSM) based on ITIL best practices and allied operations for contributing towards enhancing business volumes & growth thereby achieving revenue and profitability.

Received Accenture Celebrates Excellence (ACE) Award for Q1FY10 & Q2FY10 and recognized as the Best Achiever of the month.

Planning and implemented a Stringent Ticket Audit dossier for CM process which attributed to big improvement in the monthly Process Health Check (PHC) scores.

Served as a Key Member of the IM Team, ensuring that there were NIL genuine critical P1 issues for over 6 months 2014.

SKILLS SUMMARY

IT Service Management Change Management Problem and Incident Management Infrastructure Methodology Continual Scope Improvement Data Centre Consolidation

Project Management Business Impact Assessment Business Resumption

CAREER PROFILE

Position Company Duration

Manager Delivery Excellence Cognizant Technology Solutions Ltd., Bangalore Jan 2013-Mar 2016

Operations Duty Manager Goldstone Technologies Ltd., Bangalore Jan 2012-Nov 2012

Services Restoration Manager (SRM) IBM Services Ltd., Bangalore Aug 2011-Jan 2012

Availability Manager (AVM) Accenture Services Ltd., Bangalore Oct 2006- Aug 2011

Senior Technical Support Engineer Hewlett Packard GSC Private Ltd., Bangalore Jun 2004-Sept 2006

Senior Associate Aditya Birla Minacs Private. Ltd., Bangalore Oct 2002-Sept 2003

EXECUTIVE EXPERIENCE

Jan 2013-Mar 2016 Cognizant Technology Solutions Ltd., Bangalore Manager Delivery Excellence

Roles:

Working on process review, facilitation, customization and consultation in different life-cycle models.

Facilitating engineering/service quality practice; ensuring delivery governance, engagement level governance setup, anchor PMRs & AMRs, Risk Reviews for the engagements.

Identifying and reporting engagement specific risks within the service line and facilitating delivery team to mitigate the risks.

Performing Operations Maturity Index (OMI) Assessments; Schedule New project kick-off meetings; Review New Project Start-up docs (SOW, MSA, Work Order, Contract along with S/w Project Plan, Configuration Management Plan, Defect and Problem Prevention Plan, Training Plan, Resource Management Plan),

Supervising projects, accounts to implement delivery excellence initiatives (e.g. RTB, CTB goals, process improvements and transformations).

Working with delivery team for implementation of DE plan, setting-up metrics planning for all portfolio projects and executing initiatives such as BIC, CSI, LSS, etc.

Support closure of external/internal audit findings, RCA/CAPA/FMEA for escalations.

Accomplishments:

Initiated adoption/completion of continual service improvement (CSI) themes for majority of projects in my portfolio thus saved cost for client/company and realized dollar benefits (Approx. 10K USD per project).

Instrumental in driving QoS (Quality of Service) delivery kaizen for AM & AD projects.

Significant in managing contractual commitments with the clients and risks or escalations for the projects.

Jan 2012-Nov 2012 GoldStone Technologies Ltd., Bangalore Operations Duty Manager

Roles: Deputed at CISCO as a Contingent worker

Served as a bridge between management & team; advised business resumption plans and actions.

Identified and took measures to prevent high/critical priority incidents.

Utilized correct methodology to restore and drive service restoration and implemented the possible workarounds to minimize overall business impact.

Ensured that relevant information regarding the short-term is logged and fixed, with the help of IA and IO, for Alliance for future audits and change control

Spearheaded sunrise/sunset calls and period end war rooms; addressed problems during PIRs to assist on RCA and Change Management during PCIRs

Interacted with reduce the mean time to resolution (MTTR) by effectively driving incidents to resolution working in conjunction with incident analysts or service owners to identify& implement a short term fix (STF).

Provided suggestions on incident ownership after the STF implementation and classified the impact & urgency for an incident/impact assessment.

Aug 2011-Jan 2012 IBM Services Ltd., Bangalore Services Restoration Manager (SRM)

Roles:

Provided suggestions to resolve groups involved with restoring major incidents (P1/P2).

Carried out activities related to restoring service, following the occurrence of a major incident and took a lead role in ensuring that high impact, complex problems affecting client are driven to restoration.

Oct 2006-Aug 2011 Accenture Services Ltd., Bangalore; Availability Manager (AVM)

Roles:

Drove the Bridge call from a Business Perspective for resolving the Incident & determined when escalation to the next level of support or Management is necessary.

Took RCA calls and opened a priority problem ticket to provide the final RCA to IT Leadership.

Oversaw overall process and served as a Focal Point for Change Management; evaluated change control tickets sent to the Change Manager Mailbox with compliance.

Approved or denied change requests to facilitate a service or device for up gradation, decommissioned & deployed like production (standard, exception, emergency, routine pre-approved and vendor-initiated) & non-production changes.

Liaised with the technical teams and tracked approvals; assessed the previous days change control tickets/issues in the daily operations call/meeting.

EDUCATION

2002 B.E., Computer Science Engineering, P.E.S.I.T, Bangalore

CERTIFICATIONS

2009 ITIL® Foundation Certified (V3), EXIN Institute

2015 PRINCE2 Practitioner Certified, Axelos Institute

2015 Service Now CSA Certified, Service-Now

2015 ITIL® Expert Certified (2011), Axelos Institute

2016 Lean Six Sigma Green Belt, TÜV SÜD



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