TIL Expert IT Thought Leader IT Strategy Delivery Service Mana

JEEVAN JULIAN LOBO

201-***-**** ****.******@*****.***

www.linkedin.com/in/jeevanlobo

SUMMARY OF QUALIFICATIONS

Result driven IT Executive with over Twenty plus years of experience in IT Industry. Worked for various verticals including Pharmaceuticals & Life Sciences, Banking & Financial services, Retail, Manufacturing & Logistics, Energy &Utilities, Technologies and Travel & Hospitality.

Competencies Include:

Experienced Technology Leader in Automation solutions, Technology Consulting, Sales & Delivery of IT Infrastructure Services

Demonstrate Leadership in driving IT transformation to enable business growth and optimize cost.

Experienced leader recognized for building strong client relationships, trusted adviser for cutting edge technology programs to enable business growth

Proven track record of delivering large-scale, mission-critical projects on time and within budget, using various delivery models –Outsourcing/Offshoring/Hybrid

Experience in building up Competency, designing unique IT services to address client challenges.

Accomplishments:

Driving Automation Service Transformation themes using IPSoft’s Amelia Cognitive Agent and IP Center IT App Monitoring & Self Heal Run books

Established effective Proactive Infrastructure Monitoring by integrating ServiceNow with Zenoss (Manager of Managers)

Successfully managed the transition and implementation for ITIL Process and ITSM Tool (ServiceNow) for a Life Sciences Client- Drove process/tool design, workflow training and adoption by all end users.

Led End to end implementation of complex projects and managed Global Cross- Functional teams managed requirements, planned execution/ risk mitigation and worked with project stakeholders while managing expectations at the department and project levels.

Worked with Service Level Management and Governance teams and provided company a Hard dollar Savings of USD 3.1 Million over six months.

Worked as PMO with C level executives to present Quarterly and Monthly Operational Reviews. Managed Change Management processes and have influenced senior management in laying out strategic roadmaps, rollout communication and training plans for contact centers

Have been Instrumental in laying out a Location strategy for building a Delivery center for a Multinational consulting firm.

Led Service Delivery Improvement themes- CSAT Improvement, Problem Management Effectiveness, Service Catalog Adoption and Aging reduction across Incidents and Service Requests.

Worked on Cost optimization and Customer satisfaction initiatives to provide value for Support model leveraging Internal and partner resources.

As a Senior member of the engagement team, have overseen the below key transformational projects:

oServiceNow upgrade for 4 Instances (Fuji to Jakarta)

oCitrix XenApp 7. 5 Upgrade Project

oNetScaler Upgrade Project

oMigration of OCS environment to Lync 2010

Management Competencies:

ServiceNow

Automation

Infrastructure Management

ITIL Processes (Incident Management, Problem Management, Request Fulfillment Management, Change management, Configuration Management, Knowledge Management etc.)

Continual Service Improvement

Leadership/Team Building

Program/Project Management

Transition & Transformation

Risk & Issue Management

Stakeholder Management

P&L Management

TECHNICAL SKILL

Frameworks: ITIL, PMP, Agile.

ITSM Tools: ServiceNow, Manage Engine, JIRA, Dellserv, HEAT.

Infrastructure Monitoring Tools: Zenoss, SCOM, SCCM, Solar Winds, MoogSoft, Thousand Eyes,

Application Monitoring Tools: Dynatrace, Splunk, DotCom

Automation Tools: Ayehu Eyeshare, IPSoft Platform (Amelia, IPCenter).

Technology Towers Managed: Wintel- Windows, AD, Exchange, O365, Vmware, Lync, Application Production Support (UNIX and Windows), Database- SQL, Oracle, DB2, Mainframe- ISeries/AS400, ERP- JDE, Peoplesoft, Global Service Desk, End User Computing, Command Center.

PROFESSIONAL EXPERIENCE

Wipro Technologies Dec 2018 – Present

S&P Global Inc., New York (Dec 2018 - Present)

Cross Functional Tower Head

Responsibilities:

Owner for all aspects of ITIL process design and ITSM tool and process Re-engineering customized to meet customer expectations and contractual SLAs.

Stakeholder Engagement- Managing relationship with Customer IT Heads, Division Heads and Business teams driving Monthly and Quarterly Operations and Business Reviews which includes Service Operations performance and Continual Service Improvement themes.

Responsible for reporting all the IT infrastructure towers SLAs (Messaging, Network, Wintel, Unix, DC Ops, Storage, Security, Work station, Database & Service Desk) and drive Penalty/Waiver discussions when required.

Utilized trending analysis and process improvements to achieve 12% reduction in all overall ticket volume, 20% reduction in Incident ticket volume, 15% reduction in percentage of Aged tickets, 25% reduction in P1 volume, and 8.15% reduction in P1 MTTR

Consolidated efforts from 4 process areas to enhance Proactive Problem Management resulting in reduction of recurring Incidents and overall Incident volume

Cognizant Technology Solutions Jan 2011 – Dec 2018

Becton Dickinson, New Providence, NJ (Mar 2016 – Dec 2018)

Global Service Management Transformation Lead

Responsibilities:

Automation- Achieve $2 Million Dollar Savings (Year ONE) by roll-out of IPSoft’s Amelia Cognitive Agent and IPCenter IT App Monitoring Self Heal options to end users.

Responsible for delivering Phase 1 of the ONE year $5M ServiceNow Implementation roll-out.

CSAT Improvement- Provide direction and Data points to Delivery Leads to improve CSAT for their respective towers.

Support in BD Integration Process & Tool Roadmap

Obligation tracking- Ensure all pending obligations are either closed or have a detailed plan in place for addressing it

Recommend and drive License optimization cost avoidance strategies

Driving Enterprise level Initiatives like End of Life Upgrades, Patch Management

Actively engage key Stakeholder across multiple Service lines.

Provide Thought Leadership for Cross Functional Services (CFS) across all towers- Infrastructure, End User Services, Application and Security teams.

Drive Risk and Issue management for the entire program.

Ensure that Cognizant related aspects of multi-vendor management are being effectively and efficiently managed

Assess and improve the maturity model of key processes- Incident, Problem, Change and Configuration model.

ServiceNow Application Owner and primary Gate-keeper for Enhancements and maintenance of the ITSM Tool.

Managed a 20-member team consisting of onsite/offshore Process and ServiceNow teams.

Sun Edison, ST. Louis, MO (Aug 2015 - Mar 2016)

Engagement Manager- Infrastructure Services

Responsibilities:

Responsible for overseeing the Infrastructure operations at Onsite and Offshore including Service desk and End User Services teams across 25 customer locations across the globe.

Delivered an Annual cost savings of USD 2 Million by driving left shift from L3 teams to Service Desk; increasing the First Level Resolution from 30% to 58%.

Worked closely with the customer on Office 365 Implementation and also Service Now planning and design phases.

Cognizant Technology Solutions, India Jan 2011 - Jul 2015

Manager / Sr. Manager – Delivery

Appvion, Inc., Wyndham Hotel Group, Alaska Airlines, Avis Budget Group, ORBITZ, RCI,

PHH Corporation, Logitech

Responsibilities:

Managed delivery portfolio across three verticals with an annual portfolio of USD 10 Million.

Provide overall leadership to delivery teams spread across various towers in onsite and offshore location.

Services Handled – Production Support, DC operations, Service Desk, End user computing and Application Support

Work as a point of contact for end customer for any operational concerns and issues during transition and steady state to ensure efficiency is met.

Drive governance calls with Customer and senior management to appraise on the overall status of the engagement.

Established detailed schedules for personnel to obtain maximum effectiveness.

Manage Client Service Levels and escalate to appropriate management as defined and required.

Drive continuous improvement regime across all service lines

Behbehani Brothers, Bahrain Jul 2007 - Nov 2010

Business Development Manager

Responsibilities:

Identifying new business opportunities (locally and overseas). Handling pre-sales presentations, showcasing the company’s services effectively and facilitating successful finalization of contracts.

To work closely with the clients and build strong professional relationships and ensure all service deliverables specified by the client are met

Present and sell company products and services to current and potential clients.

Managing advertising and promotion activities for the organization.

Preparing sales projections (quarterly, yearly and THREE-FIVE year).

Accenture, India Jul 2006 - Jul 2007

Business Analyst/Transition Manager

Responsibilities:

Job responsibilities include supporting a Senior Executive with Accenture in strategic planning and solution development for his line of business.

Support the Transition team in Recruitment strategy by developing strategy for sourcing candidates across all channels.

Manage Service Delivery during stabilization period.

Developed a Career Progression Model for all employees in the H&LS department.

Assist in the RFP process, pre-sales and Client Visits.

Assist in the Supplier Agreement process for all new and growing engagements and help in Solution Architecture for new engagements.

Dell International Services, India Oct 2004 - Jul 2006

Technical Support Team Manager

Desktop and Laptop Support (Canada)

Responsibilities:

Overseeing teams that provide telephonic technical support for the home and small business segment on Dell laptops and desktops.

Implementing agreed targets & objectives, tracking progress, evaluating performance on a regular basis, and defining targets for the team (in terms of performance & quality).

Delivering quality results as outlined in the plans and maintaining customer satisfaction metrics. Taking suitable action based on appropriate data analysis.

Other responsibilities include hiring of staff, mentoring of newly hired frontline managers as well using BPI (business process improvement).

Convergys India Services, India May 2003 - Oct 2004

Team Manager

Microsoft

Responsibilities:

Collaborated with Microsoft and Convergys Senior Management to transition the Convergys Office and Outlook team and successfully implement the Microsoft and Convergys global processes and vision. Resolved all training and infrastructure issues during the launch.

Managed the advanced Research team, which comprised of 10 high-level technical support engineers and 7 senior technical leads (who, in turn, are responsible for 15 frontline support professionals).

Responsible for operational floor management by monitoring service levels, making appropriate decisions, responsible for daily monitoring using an application called E-Talk and submitting it to the Quality Team.

Responsible for managing employee retention and authoring of various reports like Time Keeping System, Attendance, Schedule Attendance, and Call Monitors etc.

Provide necessary coaching, counseling, Training, team building and motivation across all teams.

ISEVA (E4E), India May 2002 - Apr 2003

Technical Lead

Symantec

Responsibilities:

Rendering technical support for Symantec software and assisting Technical Support Engineers.

Motivate team members to maintain quality above quality levels specified in the SLAs.

Effectively resolved all escalations received by Tier 2 team, particularly for Norton System Works products.

Implemented trainings to the team members.

Sharp Software Development India, India Feb 2001 - Apr 2002

Software Developer

Responsibilities:

Handling the development of Sharp Printer Driver Framework for NT 4.0; debugging using Numega Soft ICE

Overseeing the implementation of Font Substitution and Vector Modules.

EDUCATION

Master of Business Management (MBA), Symbiosis, India, 2005

Bachelor of Engineering (Electrical & Electronics), Bharathiyar University, India, 2000

TRAINING

Professional Certification/Training:

ITIL Expert, ITIL v3 Foundation, CCSK v3.0, Professional Scrum Master

PMI – PMP Trained on PMBOK 6.0, Six Sigma Green Belt Trained,

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