IT Service Manager

Manoj Niranjan E-Mail: *****************@*****.***

A2-20, Bhagawati Palms Society, Cell #: +91-966*******

Thergaon, Pune 411033

PROFILE SUMMARY

§IT Service Management Professional with experience of 11.5 years in Service Management discipline of ITIL, Service Delivery, Service Operations and Project Management.

§Deep understanding and Knowledge of Change Management, Incident & Problem Management, Release & Deployment Management, and Service desk.

§Leading the Infrastructure Team and ensuring that the most effective and capable resources are aligned in the restoration of business services, including follow though of root cause analysis and future prevention/risk mitigation within ITIL disciplines.

§Responsible for the delivery execution and adherence to the process for Change, Incident, Problem, Release and other service Management.

§Managing and delivering large projects, working closely with business and IT stakeholders with large cross functional teams throughout the life cycle of projects.

§Managing Governance Reporting highlighting SLAs, KPIs statistics and Service improvement plans.

§Skilled in providing leadership, direction, strategy and vision in the areas of technology / product development to facilitate and enable growth & business agility.

§Possess excellent negotiation, organizational, relationship management, problem solving and interpersonal skills with cross-functional service management processes.

Key Highlight’s:

vHandling end-to-end management of project deliverables with all the ITSM processes, Control, Monitoring and design of the processes to fit for the delivery part.

vProcess Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes

vManage incident management bridge calls with support teams, on-call support application teams and management

vEnsure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded

vWork as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs

vDevelops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed

vKnowledge of Release Management, Configuration Management, Identity and Access Management, affinity with Process Management

vCoordinate tracking of defects during different release phases with Project Manager and work with Project Manager to ensure proper closure

vDefine, and develop reports that assist development teams and management to get a clear picture of product development efficiency

vWorks hand in hand with Development teams & Operations teams to manage the release to a successful outcome. May involve occasional late night and weekend work

vSupports the design, implementation, and management of team processes to continuously improve performance and meet overall objectives

vWork with Customer to plan and schedule tactical business and technology events, such as software patching, maintenance, or Minor Releases that impact the Managed Cloud Services, in a manner calculated to minimize disruption to Customer's business

vManaged the technical software release process and ensured all phases were planned and completed, through collaboration with technical architects & leads, product owners, infrastructure support, QA, and outside teams

vResponsible for communicating and implementing the overall direction and management of the Change Management Process

vManage the governance of the life cycle of changes and make sure that only authorized changes are implemented

vMonitoring the effectiveness of the change management process and make recommendations for improvement

vResponsible for communicating and implementing the overall direction and management of the Change Management Process

vCollaborated with support and development teams to create and author "Production Readiness" process and documentation decreasing implementation issues / errors, reducing application and system downtime, and increasing resolution capability.

vMonitored Help Desk customer satisfaction and ratings by developing a Help Desk survey for clients to use.

Professional Experience:

Current Organisation: Cognizant Technology Solutions Pvt Ltd

ØProject: First Abu Dhabi Bank (FAB) Oct. 2018 to till date. – Lead – IT Service Management (Infra & Application)

Responsibility –

vHandling end-to-end management of project deliverables with all the ITSM processes, Control, Monitoring and design of the processes to fit for the delivery part.

vProcess Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes

vManage incident management bridge calls with support teams, on-call support application teams and management

vEnsure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded

vWork as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs

vDevelops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed

vPerform analysis on the backlogs and submit the final report to the clients/ leads also will work with them to bring those backlogs to closure.

vFollow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.

vCreate problem ticket and assign to problem management team for identifying RCA.

vManaged Incident and Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.

vCreated customer service measurement tool, analyzing and distributing to all information technology managers to assure customer satisfaction.

vEstablished service-level agreements by negotiating with business units and information technology managers

vKnowledge of Release Management, Configuration Management, Identity and Access Management, affinity with Process Management

Previous Organisation: Infosys Ltd

ØProject: FedEx (Formerly TNT ) Sep. 2012 to Sep. 2018. – Change & Incident Manager

Roles and Responsibility –

vCreate key metrics and identify opportunities to make tactical improvements to the release management process

vIn addition, responsibilities include working with the governance release management team to improve the release management processes and procedures

vCoordinate tracking of defects during different release phases with Project Manager and work with Project Manager to ensure proper closure

vDefine, and develop reports that assist development teams and management to get a clear picture of product development efficiency

vWorks hand in hand with Development teams & Operations teams to manage the release to a successful outcome. May involve occasional late night and weekend work

vSupports the design, implementation, and management of team processes to continuously improve performance and meet overall objectives

vInclude reporting on service management, Incident management, Change Management, and weekly initiatives as part of the service plan. Include discussions on business priorities and periodic maintenance planning as part of the service planning meetings

vWork with Customer to plan and schedule tactical business and technology events, such as software patching, maintenance, or Minor Releases that impact the Managed Cloud Services, in a manner calculated to minimize disruption to Customer's business

vProactively highlight opportunities to improve performance in all areas of operations including productivity, financial management, execution of processes and procedures, achievement of service levels and high levels of customer satisfaction

vMonitor compliance to existing change management process; ensure correct approval process is followed for both regular and emergency changes, follow up non-compliant changes made outside the change management process

vManaged the technical software release process and ensured all phases were planned and completed, through collaboration with technical architects & leads, product owners, infrastructure support, QA, and outside teams.

Previous Organisation: Nabko Systems & Communication Pvt. Ltd

ØProject: Nectar (AIMIA) Aug. 2008 to Aug. 2012. – Lead- Service desk & Incident Manager

Roles and Responsibility –

vResponsible for communicating and implementing the overall direction and management of the Change Management Process

vCollaborated with support and development teams to create and author "Production Readiness" process and documentation decreasing implementation issues / errors, reducing application and system downtime, and increasing resolution capability.

vMonitored Help Desk customer satisfaction and ratings by developing a Help Desk survey for clients to use.

vManaged and monitored call center tools, voice mail systems and customer service tracking tools.

vPlan work schedules for global help desk operations and assign staff to accomplish daily work by providing for variations in workload

vManages the overall Service Desk performance for the region of responsibility as well as the performance of individual Team Leads and Analysts

vMonitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback

vManages performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition

vDrive continuous improvement into service desk processes through the identification and trending of key performance indicators (KPI).

vManaging and leading team members; allocating resources among team members and guiding team members during the project, till final delivery

vDelivering and implementing the project as per scheduled deadlines; extending post-implementation and maintenance support to the technical support team and client

EDUCATION

Qualification

University/Board

Year

Percentage

BE

RGTU, Bhopal / SRITS, Datia

2007

73.25%

HSC

JIC, Datia

2000

63.80%

SSC

RIC, Datia

1998

60.20%

IT SKILLS

ITIL, ITSM, Change Management, Incident Management, Release & Deployment Management, Problem Management, Service Desk, Service Now, BMC Remedy, CMDB, Project Management, Service Delivery, Service Operations.

PERSONAL DETAILS

§Date of Birth 15th February 1983

§Address Village– Dariyapur, Post- Kharkhada, Dist. – Datia (M.P.) 475661

§Languages Known English and Hindi

I hereby declare that the above information provided is true to best of my knowledge and belief.

Manoj Kumar Niranjan

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