Brahmanaidu Dasari

ad4r5o@r.postjobfree.com/954-***-****

ITSM Service Operations Certified – ITIL V3 Certified – (ITIL V4) - PMO

Professional Summary

** + years of work experience on IT service management platform as IT Operational expert

Technical platforms: ITSM advanced framework, ITIL V4, Six sigma Lean principles, Agile and Agile Scrum methods and PMP standard practices.

Skills: ITSM Practices, Compliance, Process Improvement, Customer service, End user requirements, Remediation assessment, Event Management, Problem Management andChange Management.

Tools : ServiceNow, Altirus, BMC Remedy, Sysaid, HPSM, IBM Tivoli, IBM Maximo, CA’s USD, Zendesk and Coonectwise.

Manage daily IT operations and project plans ensuring workflow efficiency and effectiveness for Help Desk services, ERP Administration and frontline support, Network and Server Infrastructure, and Cybersecurity.

Develop and implement IT strategies, initiatives, SLAs, policies, and procedures ensuring alignment with overall business objectives.

Produce and deliver KPI dashboards as well as weekly/monthly/quarterly metric reports with project statuses for review with the executive leadership team.

Own all facets of Manage the projects and ongoing processes for cyber security, disaster recovery, and business continuity planning.

Lead and manage a multifaceted team of IT professionals including Help Desk Technicians and an ERP Administrator.

Liaise with a managed service provider and oversee the design, implementation, and maintenance of the organisation’s IT infrastructure while ensuring reliability, availability, security, and scalability of IT system services. Proven record of sound IT processes and procedures.

Oversee and manage IT vendors responsible for the procurement of IT equipment, licenses, services, and subscriptions as well as the administration of the internal systems, networks, telecom, and databases.

Ability to prioritize work and exercise good judgment while managing multiple tasks involved in support, administration, and project management.

Coordinate and manage enterprise IT projects and processes for cybersecurity, disaster recovery, business continuity planning, and mergers and acquisitions.

Continuously analyse existing services to look for configuration improvements and cost-saving opportunities.

Review security configurations and access controls on a regular basis to maintain the enterprise security posture.

Participate as part of the technology leadership team to identify, plan, and prioritise technology initiatives in support of company goals and objectives.

Embarking with emerging technologies and cloud-based infrastructure services to recommend technologies that support organisational goals.

KMDB Well maintained.

Site Reliability Engineering mechanism implemented.

Major Incident Leadership - Skilled in leading response teams during major incidents to ensure quick service restoration.

Communication - Effective communicator with a track record of providing clear and timely updates during major incidents to stakeholders and executive teams.

IAM (Identity Access Management), Group policies, Privileged access management, Request fulfillment and Service request Management functions.

MS Azure products utilization dealt with IaaS, SaaS and PaaS. Engaged and work with all level of technical functionality team to solve the issues. Hands on experience with CRM Zendesk and worked on few Stanley works integrations.

Problem Management – RCA and initiating for appropriate Change request. KEDM well maintained.

Implementation of ITSM Methodologies, Agile principles, Lean mechanism and PMP standard practices.

Project Management Life cycle and functions. Knowledge on project management characteristics, basic project tools and with strong coordination skills towards project participants.

Played key role in major service transitions from IT Operational management prospect. EX: IT services from “Ingersoll Rand” to “CSC” IT Services from ‘Sify technology’ to “Stanley black and décor”.

Designing CSFs and KPIs accordingly with part of process and set positive goals appropriately. RACI model is implemented, PBA is well explained. PDCA cycle implementation. 7th step improvement process implemented.

Developing process improvement plans and defining policies for the organization regarding the process resulting which can fulfill business needs.

Understand and translate technical information and issues into business cases, Business impacts and associated risks factors that can easily be furnish useful information to make aware of stake holders.

Establishing appropriate business models accordingly with current market trends based on client business needs.

Event management policies design on Centrian, Orian, Oracle tlrhp, IBM Tivoli and Spectrum monitoring systems.

PROFESSIONAL EXPERIENCE

Client : Nike

July 2023 – Jan 2024

Project : eCommerce platform

Designation: Senior IT Operations Manager

Lead a team of IT professionals in the delivery of high-quality IT services, ensuring alignment with business objectives and ITIL framework.

Oversaw the implementation and management of ITSM tools ServiceNow to streamline IT processes and enhance service delivery.

Developed and executed strategies for continuous service improvement, resulting in a 10 % increase in customer satisfaction and a 15% reduction in service downtime.

Managed service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts, ensuring high levels of service quality and compliance.

Collaborated with senior management to identify and prioritise IT service requirements, contributing to the alignment of IT services with business goals.

Conducted regular service reviews and reports on IT service performance, providing insights and recommendations for improvements.

Major Incident Management expert level, owning Priority 1 bridge calls to rescue the interrupted service operations. Minimizing the business impact.

Appropriate followed communications to stake holder and make aware of situation, further improvement plans and estimated timelines of status updates.

Optimized AWS infrastructure configuration, reducing monthly costs by 20%. Incident KPIs trends played an important role.

Led the design and implementation of an AWS-based incident management system, improving issue resolution times by 10%.

Provisioned and managed EC2 instances and S3 storage within a strict security and compliance framework. MIM process implemented.

Collaborated with development teams to design and deploy CI/CD pipelines on AWS, accelerating release cycles, for better future.

Deep knowledge of ITSM principles, incident management, and continuous service improvement processes.

Problem Management team to effectively analyse incident records, identify problems, and prevent recurrence by implementing permanent solutions.

Driving the creation and adoption of a Known Error Database (KEDB), resulting in a 25% reduction in recurring incidents.

Collaborating with the Change Advisory Board (CAB) to manage changes related to problem resolution, ensuring minimal service disruption.

Facilitating Post-Mortem meetings for major incidents and problems to derive lessons learned and improve the problem management process.

Implementing monitoring tools and strategies for early detection of potential problems.

Led a service improvement program that focused on enhancing the problem management process, which contributed to a significant improvement in service stability and user satisfaction.

Excellent communication and collaboration skills in working with IT teams, business stakeholders, and external partners to facilitate smooth change implementation.

Skilled in conducting risk and impact analyses for proposed changes, ensuring alignment with organizational objectives and IT service continuity.

Enhanced the change management database (CMDB), ensuring accurate and up-to-date information is available for change assessment.

ITSM practices implementations and streamlining IT services cost-effectively on IT real time work environment.

Engaging with multiple portfolio functional day to day operations and refining the process.

Initiating, communicating and executing the incident response strategy and actions for individual incidents (spanning Security, IT, DevOps, and Product Engineering). Perform quality check on team alignment to understand the designed roadmap moment.

User access and Service request Management functions are day to day operations

As third-party technical teams mainly involved in MS Azure products, experienced good hands-on experience with IaaS are. Worked on virtual network links and circuits functions and solve production impact issue byb interacting with vendors and internal technical teams.

Client : CVS Health Dec 2020– June 2023

Project : API marketplace

Designation: ITSM Lead Analyst

Accountable for stable operational excellence, ITSM framework is maintained in every corner of infrastructure. I am accountable on IT Operations enforcement to contribute to acquiring service excellence.

Directed the daily operations of the IT service management team, fostering a culture of excellence and continuous improvement.

Implemented ITIL processes such as incident management, problem management, and change management, reducing incident resolution times by 10%

Coordinated with IT and business stakeholders to ensure that IT services meet current and future business needs.

Led the development and implementation of a comprehensive IT service catalog, improving service visibility and user satisfaction.

Automated routine AWS tasks, reducing deployment times by 50% and minimizing human errors.

Collaborated with cross-functional teams to integrate AWS services with on-premises infrastructure, enhancing hybrid cloud capabilities.

Developed and maintained documentation for procedures, and ITSM processes, ensuring best practices and compliance with industry standards.

Enabled coordination with Change Advisory Board (CAB), facilitating weekly meetings to review, assess, and approve or reject proposed changes to the IT environment.

Managed the emergency change process, ensuring critical changes are expedited and implemented with due diligence and minimal risk.

Regular participant in AWS community events and workshops to stay updated with the latest cloud technologies and best practices.

Engaged in continuous learning through online courses in cloud computing, cybersecurity, and ITSM methodologies.

Working with the project management office to utilize Concurs standard project management and agile methodologies. Engaging with multiple portfolio functional day to day operations and refining the process.

The process of organizing and managing product catalogue plays vital role in managing entire eCommerce service projection platform.

Close observation with developing teams’ momentum while designing software and preplanning of operational improvement and estimate proper forecast.

Global Data teams as vendors and close functionality implementation with services from Azure.

Resolves project issues, mitigates risks, and manages scope change requests for all development sprints. Providing inputs with past challenges when in need.

All critical issues from ecommerce platform and on sale stand point are being handled per ITSM methodology. Each wing of application services are well maintained.

Analyze IT Services health from vendors such as amazon and BestBuy.

Daily basis strong engagement with Omnichannel ecommerce platform, where product publish, and sales are depended. Keen focus on communication failures from organizational standpoint and rectify issues on priority basis.

Participate meeting calls from varies other competitors of like as Amazon and BestBuy. Invoking new implementations and with day-to-day developments evolvement.

Strengthening IT infrastructural engagement on all ecommerce base along with Omnichannel. Looking ahead of more business engagements from BestBuy particularly. Analyse innovations from Amazon ecommerce platform and run the service operations effectively.

Coordination with third party online webservices and support.

Up to date with current enhancement via Amazon, BestBuy and self-projectors in delivering services to consumers.

Initiating, communicating, and executing the incident response strategy and actions for individual incidents (spanning Security, IT, DevOps, and Product Engineering). Perform quality check on team alignment to understand the designed roadmap moment.

Incident Commanding - Driving resolution of incidents by closely partnering and collaborating with Engineering, Technical Support, and Customer Success.

Authorization of Workflow for multiple service designs and monitoring the load balancing results to assess risk factors.

Work with the senior management to identify and address any issues that may impact the project and process proactively.

ITSM practices implementations and streamlining IT services cost-effectively on IT real time work environment with in IT Operations.

Driving priority 1 bridge calls and Minimizing the Critical issues impact on business eventually and make sure this leads to continual service improvement and heading towards automation.

Projecting data of current service levels with respect to business needs and demands via weekly/Monthly reports and organising meeting calls with client stakeholders. Acknowledging area of improvements and initiating corrective actions accordingly.

RACI Models are implemented in every team support area to make sure escalations are driving appropriate and in timely manner. Realignment will be in place in the part of proactive approach.

Engaging with multiple portfolio functional day to day operations and refining the process.

Keep stakeholders informed about their service status at agreed intervals and acknowledging demands based on reports by understanding exact business needs.

Critical success factors are full filled and achieved, setting up with new goals and new metrics. Redesigning required service levels and metrics, and request customer to expect more in terms of value addition.

Manage incident-related training, including cross-training of our SREs, DevOps, and Application Engineers.

Overseeing the incident management process and team members involved in resolving the incident.

Prioritizing incidents according to their urgency and influence on the business.

Action items creation on daily basis and micro managerial goal creation and achievements.

The process of organizing and managing product catalogue plays vital role in managing entire eCommerce service projection platform.

Develops performance plans and evaluations of employees, including subordinate supervisors as well as reviews evaluations to assure equity of individual employee performance objectives, standards and ratings among lower-level staff/groups.

Client : City National Rochdale, NC

Jun 2019– Nov2020

Project : City National Rochdale

Designation: IT Operations Manager

Responsibilities:

Initiating project plans, scope documents, schedules and forecasts. Provide timely communication on the impact of business issues. Subsequent changes monitoring for better service improvement.

Manage software project teams using Agile SCRUM practices to develop mass spectrometer products.

ITSM Inbuilt Service now tool play major role in establishing all functions.

Resolves project issues, mitigates risks, and manages scope change requests for all development sprints.

Managed the emergency change process, ensuring critical changes are expedited and implemented with due diligence and minimal risk.

Regular participant in AWS community events and workshops to stay updated with the latest cloud technologies and best practices.

Engaged in continuous learning through online courses in cloud computing, cybersecurity, and ITSM methodologies.

Worked on virtual network links and circuits functions and solve production

Evaluating the project team in order to support Line Managers in their employee evaluations.

Providing the stakeholders with transparent, accurate information regarding the status of committed project service deliveries.

Client : U.S Bank, Richfield MN

Jan 2017 – May 2019

Project : Infrastructural financial applications and ITSM methodology.

Designation: IT Operational Group Manager

Responsibilities:

Accountable for the end-to-end management of all IT major incidents. Responsible for leveraging technology in issues solving and communications to key stakeholder. Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls.

Forming collaborative action plans with specific actions, roles and deadlines and ensuring,

Accountable for payment processing channel failure issues via many businesses to business and business to consumers on ecommerce platform such as Amazon and Walmart.

Most of our infrastructure accumulates virtually. In the phase incident records, problems and changes towards appropriate release and deployments, MS Azure SaaS give us enormous flexibility to solve the issue and with accuracy in data anaclasis.

Application interface module functioning on social platform and in all marketing areas around the ecommerce globe. Business diversification via Meta proper in varies regions shows how strong IT services are managed and ready to accept challenges.

ITSM Inbuilt Service now tool play major role in establishing all functions.

Matrix management of people, processes, and resources including third parties including resolving conflict to move forward to resolution.

Being accountable for resolving the outage via a workaround or permanent fix whichever minimizes and resolve the issue as soon as possible.

Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post-major incident reviews.

Support process improvement plans and executions, knowledge base improvements articles establishments.

Continually maintaining and developing tools and resources to manage major incidents effectively and providing periodic major incident metrics reports.

Ensuring customer service is timely and accurate daily basis.

Recruiting, training, and supporting help desk representatives and technicians.

Manage the help desk team and evaluate performance metrics.

Ensure customer service is timely and accurate daily basis, evaluation of Recruit process, train, and support help desk representatives and technicians. Setting up specific customer service standards.

Updates and validates outage information in availability management tools for reporting and tracking purposes

Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents

Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives.

Attends and participates in TCABs (technical change advisory board meetings) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment.

Coordinates, communicates and manages off or slow operational Maintenance Windows for generally in weekend scheduled activities

Works with Problem Management, Change Control, and Release Branch to resolve incidents.

Key performance indicators are defined to establish Critical success factors. All service level agreements are fulfilled and maintained. Managing metrics per customer needs.

Prepares operational status reports to IT Operations Management.

Client: Stanley Black and Decker : New Britain, CT

Apr 2015 to Dec 2016

Project : ITSM analysis.

Title: Lead IT Service Management operations analyst

Responsibilities:

Accountable for IT service business activities within IT Operations are being performed at a high level of quality and that it meets its associated Service Level Agreements and Operational Level Agreements.

ITSM Inbuilt Service now tool play major role in establishing all functions.

Major Incident Management life cycle approach. Acknowledging major business impact issues, initiating bridge calks with respective technology teams, communications to business executives and stake holders. Owning the conference bridge call and driving the conversations effectively towards the resolution.

Affective business communications will be propagated across impacted business entities, board members and business executives.

Accountable for defining process by taking ownership, which can fulfill client business needs. Better service driven approaches are implemented upon approval. Make sure all expected deliverable are in place.

Primary point of contact for all Major incidents. Managing entire major incident management life cycle.

Acknowledge, Investigate and escalate major Incidents to restore a failed IT Service as quickly as possible. Manage and lead conference bridge call along with IT communications to business accordingly as situational.

Leading an Administrative IT Technical Conference Bridge call by coordinating with cross functional support groups, Management escalation, Mobilization of additional resources, Support providers and service vendors based on requirement till affected system is operative normal.

Keep stakeholders informed about their service status at agreed intervals and acknowledging demands based on reports by understanding exact business needs.

Monitoring troubleshooting steps documents and service restoration details for further root cause analysis.

Managing escalation calls between varies support teams in IT Operations such as Major Incident team, Problem Management and IT service desk etc to make sure standard service is being maintained.

Key performance indicators are defined in order to establish Critical success factors. Relevant Metrix will be tuned accordingly with business needs.

Manage the data of submitted knowledge articles based on need for future reference. Coordinate with required teams while escalating unresolved/pending issues to external support (Software, Hardware and Application Vendors) Liaison between IT Operations and external support provider.

Projecting data of current service levels with respect to business needs and demands via weekly/Monthly reports and organising meeting calls with client stakeholders. Acknowledging area of improvements and initiating corrective actions accordingly.

Client: United Technology Corporation (UTC) & Ingersoll-Rand International Ltd. India June2011 -March 2015

Title: ITSM Senior Operational analyst

Responsibilities:

Handled responsibilities of Major incident management.

Played key role as MIM member in Incident life in order to eradicate/minimize impact on business. In same phase, got opportunity to work with third party vendors (ACS, Xerox and Microsoft etc) in order to establish smooth operations to maintain infrastructure standard levels by initiating effective coordination via bridge calls.

Responsible for IT Service Operations functionality and engaged on Europe and US client regions of ITSM operations and transitions.

Hosted training sessions on ITIL V3 Level concepts within team in ITSM practices as knowledge transfer.

Played key role in Ingersoll-Rand project transition to get service placed and operative successful in Kuala Lumpur (Malaysia) from India in CSC.

Associated with UTC (United Technology Corporation) engagement by handling IT Service Management (Operations and part of service designing) responsibilities.

ITSM Inbuilt Service now tool play major role in establishing all functions.

Supporting, inspecting and improving our services, delivering sustained operational excellence, meeting expectations. Ensures standard processes are in place and executed.

Complies with all Security and Compliance policies. Escalates problems effectively, timely with sound judgment and responds to all requirements to requests.

Ability to show understanding of operational performance trends and demonstrate action taken to deliver service management outcomes (In alignment with Key Performance Indicators). Ensuring that Healthy Backlog levels obtained from all support areas by scheduling Plan of the Day meeting calls between respective support process owners.

Client: CapGemini Technology Business Services Pvt Ltd India May 2010 to May 2011

Title: Senior Operational analyst

Managed 35 clients (engagements) globally and used to maintain strong client relationship management eventually which leads to establish effective technology platform respective to all engagements globally.

Responsibilities:

Maintained Major incident Management protocols as lead towards responsible technology teams until end user receive standard service with agreed SLAs (Service level Agreements).

User access and Service request Management functions are day to day operations

Played role as a major incident management SPOC toclient while handling priority outages (Priority 1 and Priority 2 issues).

Managed Bridge line across all responsible technology groups to provide service in place and to restore the normal service as quickly as possible.

Coordination with problem management with proper incident records in order to obtain permanent fixes ultimately.

Evaluating alerts and remainders from network links, different types of servers by escalating to appropriate department with quick response and managing schedule maintenances with proper communication towards production environment.

Scheduling meeting calls on RFC discussions towards change management in order to notify where we can bring respective changes in place from incident management level.

Scheduling weekly calls with stakeholders about service quality consistency with continual improvement, respective to engagement and initiating changes in the form of change request if any abnormality in service accordingly, as per the client requirement.

Accountable for Service Level Management reports from raw data and required steps implementation initiation to acquire agreed standard service to be in place via meeting invites.

Client: Sutherland Global Services INDIA

Project : Global Technology Infrastructure

Title: ITSM analyst

Managed various clients globally by supporting org users in the part of service operations. Handled Incident management and Access management roles and provided interface with all support managements to manage, co-ordinate and resolve client requirements at the earliest as agreed with organizational metrics.

Responsibilities:

Managed user accounts globally and maintained group policies with active directory functionality related to all CMDB (Configuration Management Database) items (Configuration Items) which are required to run the business with standard security policies.

User access and Service request Management functions are day to day operations.

ITSM Inbuilt BMC Remedy is the tool play major role in establishing all functions.

Fulfilled Global Service Desk functions with high quality and all service level agreements are achieved.

As Global service Desk agent and being a first point of contact for all IT infrastructure related issues, logging tickets and routing to appropriate technology groups. Escalations handled as per process design. Resolving incident by performing basic troubleshooting steps remotely. Acquired good resolution rate weekly basis. Handled calls vs resolved incidents.

Worked as an account administrator by utilizing active directory 2008 server, maintained 25 thousand employee accounts globally by using AD functionality.

Worked on user profile management by coordinating with web methods input which deliver from Human Resource team stand point.

Designed workflow of incident life cycle and handled escalation communications.

Managed framework while evaluating alerts and remainders from network links and escalations to appropriate departments with quick response with proper prioritization in the part of event management.

Played key role in Major Incident Management by taking leadership on P1 and P2 issues globally. Creating major incident records and coordination with problem management while initiating RCAs in order to establish corrective action plan.

Worked on handling Technical Conference Bridges according to the business needs to share updates while resolving issue as quickly as possible with in SLAs.

Analyzing the incident life cycle and hands on problem mgt deliverables to understand the service operations functionality on real time environment.

Keep informed to management on weekly and monthly meeting calls proactively.

Client: Reliance Info streams Private Limited India

Oct 2006 to Aug 2007

Title: IT technical support executive

Handled CDMA profile management.

Roles and Responsibilities: Handled calls/issues from users related to Code Division Multiple Access technology. Provided support on improper functionality of application on CDMA mobile phones also related bandwidth and frequency issues.

Handled Escalation from customers about service quality issues.

Maintained consume profile on local database. Assist management regarding call volume, AHT and resolution rate reports.

EDUCATIONAL QUALIFICATION

Bachelor of Engineering graduation in Mechanical from Bapatla Engineering College and University, academic year of 2004.

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