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Service Manager

Location:
Potomac, MD
Posted:
February 20, 2020

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Resume:

NITIN CHAUHAN

701-***-**** adbv5k@r.postjobfree.com www.linkedin.com/in/NITINCHAUHAN24

Professional Summary

Total 14+ years of IT experience, worked with big Enterprise clients in multiple domains like AT&T, Cummins, GEICO. Expert of implementing ITSM/ITIL, Agile methodologies, acted as a SCRUM Master to delivery key projects, has experience in IT operations across big portfolio and delivery teams.

Expertise of implementing Incident, Change, Problem and Release Management methodologies with tools like BMC, Service Now. Actively involved in Service Delivery, Customer Relationship Management (CRM), IT Service Management, Vendor Management and Transition Management with tools like Atlassian JIRA, Planview leanKit, Azure DevOps.

Acting as Service Delivery Manager from last 7+ years, handling Tier 2/3 application support portfolio built on multiple technologies like Java, .NET, using DevOps methodologies and hosted on On-Prem, AWS and Azure Cloud using Database as Oracle, MongoDb, including various APM tools like BMC, Splunk, Dynatrace, Grafana, Prometheus, App Insight. Assisted in migrating to Service Now.

Professional Experience

1)Client : GEICO Insurance

Role : IT Service Delivery Manager

Location : Chevy Chase, Maryland (USA)

Duration : October 2019 till date

Technology used : ITSM, ITIL, Agile and SCRUM methodologies.

Microsoft Azure (VM, Storage options, VNET, App Insight, Azure

DevOps, developer tools), .NET, Java, Unix, Linux, shell/Perl scripts, BMC Remedy, Dynatrace, Splunk. Also, using Project Management tools like Atlassian JIRA, Confluence, Azure DevOps

As a Service Delivery Manger, responsible for

Implementing ITIL/ITSM, Agile methodologies, like design, development, Requirement gathering, Change, Release, Incident and Problem management, Disaster Recovery plans and risk management within the project with best practices, process and tools

Manage Delivery to Project Contract (Statement of Work) ensuring that the cost, quality and delivery requirements are met or exceeded, ensure highest quality service for projects.

Acted as a SCRUM Master, to delivery key projects, coordination among various teams – Architects, Developers, DBAs, other cross functional domain teams.

Organized and facilitated project planning, daily stand-up meetings, reviews, retrospectives, sprint, release planning, demos, and other Scrum-related meetings

Assisted with prioritization and resolution of software defects

Built relationship with Product owner and other stake holders to facilitate team's interaction with them

Onboarding Application from Dev stage to production involves, Server provisioning, infra setup, Load Test and onboard to Prod Env

Implement DevOps methodologies – assist in server provisioning in the non-prod and prod env both, getting the server ready to onboard the application

Managing the Tier 2/Tier 3 team – thereby maintaining the agreed SLA and the availability of the applications.

Implementation of Azure Server Provisioning, Infra/Platform Support

Implementation of APM tools like App Insight, Dynatrace and Splunk

Ensure that the solution delivered are following the audit requirements. I participated in Project/Program change management process. Collaborate with technical and in-house customer service personnel to determine nature of and resolve complex problem and issues

Displays technical leadership and oversight of implementation and deployment planning, system integration, ongoing data validation processes, quality assurance, delivery, operations, and sustainability of technical solutions

2)Client : Cummins Inc

Role : Service Delivery Manager

Location : Columbus, Indiana (USA)

Duration : May 2019 – Oct 2019

Technology used : Amazon Cloud (EC2, Storage options, VPC, developer tools like code

build, code commit, Code Deploy and Pipeline etc.), Java, Unix Linux

shell/Perl scripts, BMC Remedy, Splunk. Also, using Project management

tools like Atlassian JIRA, Confluence and Planview Leankit

As a Service Delivery Manger, responsible for

Implementing ITIL/ITSM, Agile methodologies, like design, development, Requirement gathering, Change, Release, Incident and Problem management, Disaster Recovery plans and risk management within the project with best practices, process and tools

Manage Delivery to Project Contract (Statement of Work) ensuring that the cost, quality and delivery requirements are met or exceeded, ensure highest quality service for projects.

Resolved client issues and responded to service requests within the SLA (Service Level Agreement)

Ensure that the solution delivered are following the audit requirements. I participated in Project/Program change management process.

Conducts the analysis of potential technology solution to moderately complex technical issues; ensures successful implementation of procedural fixes.

Assistance of moving the applications from bare-metal to Amazon Clouds using the best options of using EC2, S3, VPC and AWS developer tools viz code build, code commit, Code Deploy and Pipeline.

Displays technical leadership and oversight of implementation and deployment planning, system integration, ongoing data validation processes, quality assurance, delivery, operations, and sustainability of technical solutions

Liaise between Legacy/Cloud End Users and Developers, Architects, DBAs and all other stakeholders regarding the analysis, design, testing for application development to ensure optional operational performance that meet business needs.

3) Client : AT&T Inc.

Role : Service Delivery Manager

Location : Plano, TX (USA)

Duration : October 2006 – May 2019

Technology used : Java, Unix Linux, Service Now, shell/Perl scripts, Service Now, Oracle, BMC Remedy/Patrol, SiteScope, Nagios. Application Perf Mgmt Tools like

Wiley Introscope, Splunk, Cisco AppDynamics, Dynatrace, Prometheus

As a Service Delivery Manger, responsible for

Implementing ITIL/ITSM, Agile methodologies, like design, development, Requirement gathering, Change, Release, Incident and Problem management, Disaster Recovery plans and risk management within the project with best practices, process and tools

Reporting and Analysis: Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the "in scope" ITSM processes

Release Management Collaboration: Interaction with various teams, during monthly/Major release ( Developers, DBA, SA, Architects, Management) Build and establish solid working relationships by providing timely, accurate and high-quality information to peers, subordinates, upper management and/or customers. Builds and maintains a strong working knowledge of the business areas and builds strategic relationships

Migrated 50+ application on Service Now

Interact with various levels of the organization and provide support for multiple scrum teams as an Uber Scrum Master (unlike the Scrum Master where the primary focus is on the team).

APM tools implementation: Integration of APM tools like Cisco AppDynamics, Wiley Introscope, Splunk

Assisted in migrating applications on Service Now, helped in use cases, workflow creation.

Implementing Alerting Tools like BMC Patrol, Nagios, Splunk

Displays technical leadership and oversight of implementation and deployment planning, system integration, ongoing data validation processes, quality assurance, delivery, operations, and sustainability of technical solutions

Liaise between Legacy/Cloud End Users and Developers, Architects, DBAs and all other stakeholders regarding the analysis, design, testing for application development to ensure optional operational performance that meet business needs.

Possesses expert technical understanding of the intersection of development and operations (DevOps), monitoring and management tools, and deployment processes and tools

Education and Training

Master of Computer Application (Honors Degree) 2002-2005

University of Rajasthan, Jaipur (Raj) - India

Bachelor of Commerce 1999-2002

University of Rajasthan, Jaipur (Raj) - India

Vendor Certifications –

ITIL V4(2019) - Foundation Certification

Splunk Core Certified User (2019)

AWS Certified Architect Associate-2019

Tech Mahindra Internal trainings

Project Management Professional (PMP), Microservices, Kubernetes, DevOps, AWS,

Accomplishments

Achieved 20% Project Productivity gains on year basis - Year 2018

Achieved Target of Implementing Service Now on 40 applications, reducing the problem ticket count by 70%. Year 2017-2018

Achieved one touch deployment of targeted 20+ apps via AWS Dev tools. Year:2017-2018

Achieved the target of 20+ mission critical apps per year for CI/CD, CA RA Automation

Year 201*-****-****

Scored the targeted Customer satisfaction score of 8+ (out of 10) – Year 201*-****-****

Achieved desired Net promoter score from the client. Year 2017-2018



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