Service Management

PROFESSIONAL SUMMARY

A dynamic ITIL certified Service Management professional with over 12 years of experience in:

Operations Management ITIL/IT Service Management Data Analysis & Reporting

Service Delivery SLA Management Incident/Problem Management Change Management Continual Service Improvement Project Management

Accomplished Service Operations/Management professional and a proven leader with rich experience in managing large scale IT Enterprise Solutions

Experienced and certified in ITIL for delivering Services Management (ITSM) solutions that focus on the people, process, and technology to develop organization’s environment friendly solutions

Experienced in working with diverse teams and clients internationally and lead cross functional remote teams;

Managed clients in the USA, Netherlands, UK, Sweden, Finland, and India

Have vast knowledge & exposure in the Service Management domain and ITSM tools with in-detail experience in Service Operations

A seasoned Analyst with analytical approaches that relates well between technology and business

Excellent communicator; leverage technical, business and financial acumen to communicate across effectively

A technocrat with extensive domain experience in ERP Infrastructure and Applications

EDUCATION & TRAINING

Master of Business Administration Certified in ITIL V3-Service Operations

ICFAI University 2017 TUV SUD 2013

Advanced Diploma in Business Management Certified in ITIL V3 F

ICFAI University 2016 APMG International 2012

Diploma in Business Management Project Management Essentials-CAPM

ICFAI University 2011 College of Mainland- 2018

Bachelor of Technology in Computer Science & Engineering

RIT, MG University 2007

TECHNICAL SKILLS

Tools: ServiceNow, BMC Remedy, xMatters, Microsoft Teams, Slack, Skype for Business, O365, SharePoint, Confluence

Analysis and Reporting Tools: SAP BO Infoview, MS Office (Advanced functions, lookups, Pivot Table and Macros in MS Excel, MS Word, MS PPT, MS Outlook), MS Visio, Host Monitor, Tableau

Best Practices: ITIL, ITSM, DevOps, Agile/Scrum, Waterfall

Application Platforms: SQL, Sybase, Oracle, Java, C#, .NET, C++, PHP

Operating Systems: Windows (XP, Vista, 7, 8, 10), Windows Server, Linux,

Cloud and Virtualisation Technologies: VMware, Amazon Web Services (AWS), Microsoft Azure

AWARDS

Leadership Award

Best Performer Award

Received various Spot Awards for high value assignments

Loyalty Award

EXPERIENCE

Manager, Global Service Operations Jan 2019- Aug 2020

Macquarie Global Services Inc -Houston, Texas

Global IT service management of enterprise IT Infrastructure and business applications while working with geographically dispersed and functionally diverse teams.

Effectively enforced the service management processes mainly Incident, Problem and Change Management to effectively maintain and improve the production environment with minimal interruption to BAU activities.

Performed maintenance of all business-critical applications and ensured the business applications had high availability with good planning and PVT during maintenance windows as well.

Ensured that continuous monitoring is in place to capture any disruption and act to restore the functionality or application availability in shortest notice.

Ensured that all the known errors are recorded and made available with right updates and handover to all on shift teams to be equally aware to act accordingly.

Successfully Lead ITIL based Incident Management Process for Major Incidents(P1s/P2s) to restore services within SLA while working with globally dispersed Technology teams, Vendors and Clients to deliver efficient solutions in maintaining and empowering enterprise level Infrastructure and Applications for the client.

Perform PIR(post Incident Review) and RCA(Root cause analysis) for business impacting incidents and implement permanent and preventive Technical and process level solutions

Investigated trends in incident occurrence and carry out proactive Problem Management to derive RCAs(root cause analysis)

Participated in BCP and Resilience Tests to ensure preparedness for business continuity in case of any disasters

Lead end to end ownership of business and enterprise IT issues with potential or actual business impact to drive quick restoration

Lead projects to execute production environment changes for enhancements and permanent issue resolutions

Managed administration and troubleshooting of xMatters.

Worked on improving the Service Catalogue for better user experience.

Primary point of contact for the Americas Region to manage issues with critical business applications and technical assets across the global offices and data centres.

Streamlined the process to effectively manage IT assets power down during

Chaired technical meetings and managed tasks to be allocated resources from multiple teams.

Prepares incident Runsheet and ensures tasks are completed on time and in good quality.

Decides and triggers both technical and hierarchical escalations

Invokes and assists on implementing BCP procedures for infrastructure, applications, resources and offices when required.

Planned and managed emergency power downs of devices in the data centre or communications room.

Reviews and sponsors urgent changes required to resolve incidents or to meet target deadlines.

Drive problem management for root cause investigation and reduce issue reoccurrences.

Keeps track of operational improvement areas and suggests process improvement based on case studies to Service Owners.

IT Service ManagementNov 2018 - Dec 2019

Comcast Technologies- Philadelphia,

Managed global business applications and enterprise level IT Incident management for quick service restoration

Conducted incident review and managed tasks with DevOps to prevent recurrence and plan mitigation

Improved incident impact analysis and categorization by implementing source of reference for critical business applications illustrating upstream and downstream business applications relationship

Became a liaison between DevOps and Service Management team to effectively manage production issues and improve process management.

ITIL / IT Service Delivery and Management Consultant Dec 2017- Sep 2018

Accenture – Houston, Texas

Lead and managed Service operations and delivery for an American global independent energy company engaged in the exploration and production of crude oil and natural gas

Successfully Lead ITIL based Incident Management Process for Major Incidents(P1s/P2s) to restore services within SLA while working with globally dispersed Technology teams, Vendors and Client to deliver efficient solutions in maintaining and empowering enterprise level Infrastructure and Applications for the client

Delivered efficient Incident Management to reduce business interruptions and has driven Problem Management to improve business continuity with quality Root Cause Analysis and stable long term solutions

Instrumental in improving the ITIL Service Management processes and enhanced ServiceNow integration to align better to the client objectives

Improved MTTR by 30% for Incidents resolution with improved tracking process and periodic review

Helped in bringing improvements in Change management and CAB for higher success rates in change implementations

Ensured sustained SLA adherence of Incident, Problem and Change Management processes to reduce service failures and degradations and performed proactive problem analysis to reduce recurring incidents.

Successfully was able to revamp the Service Catalog for service desk based on user incidents providing better categorisation and improve the user experience.

Provide guidance and consulting in the field of operational processes for the management of IT environments throughout all phases of service life-cycle.

Maintained and Improved IT Service Management tools (ServiceNow) and (ITIL) processes to better serve the client’s business needs

Responsible to measure, monitor and analyse ERP metrices for KPI adherence and improvements

Monitor and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating customer impacting incidents quickly.

Applying technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution.

Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.

ITIL/ ITSM Service Manager - Operations& Delivery Oct 2013 – Nov 2017

ARS Traffic & Transport Technology Inc.- The Netherlands

Successfully managed the service delivery and operations of centralized operations centre, catering internationally to ITS based services and projects with over 10K live systems and production facilities, operational 24*7 and generated over 65% revenue for the organization

Managed ITIL based service delivery of high-quality customer experience, elevating customer satisfaction in line with SLAs by coordinating with clients, counterparts and cross-functional teams

Consistently delivered high productivity and profit margin of above 60% for the service operations and SLA management for supporting over 25 international projects and leading multiple functional teams

Ensured efficient Incident handling to resolve within SLAs with an uptime of 98.99% and data availability of 99%

Successfully delivered exemplary ITIL based service management for key account, beating SLAs and securing a 4-year contract extension and received double bonus for 3 years consecutively

Successfully accomplished transitions of over 15 international projects from development to production phase

Improved Incident, Request and Problem Management by increasing viable knowledge (KEDB) and updating stale knowledge base, resulting in reduced mean resolution time (MTTR) by 45%

Conducted CAB (Change Advisory Board) meeting and while managed Change Management process

Controlled and monitored Configuration Management process and CMDB updates as part of Change Management

Conducted periodic review meetings with clients and technical teams to ensure prompt closure of pending issues

Defined and implemented ITIL based service standards and procedures that served as benchmark for quality

Adapted and implemented comprehensive ITIL process and tools (ServiceNow; Ticketing/Tracking and Alfresco; knowledge Management systems) for Service Management which improved process adherence and improved SLAs

Improved service delivery to clients by implementing quality control initiatives and by strengthening the team with required tools (ServiceNow, Alfresco) and trainings

Implemented IT Service Continuity Management (ITSCM) activities based on gap analysis and customer feedbacks

ITIL / ITSM Assistant Service Manager – Operations& Delivery Jun 2013 - Sep 2013

ARS Traffic & Transport Technology Inc. - The Netherlands

Responsible for ensuring effective ITSM operations of analysis, reporting and monitoring tasks for SLAs adherence

Analyzed and ensured efficient Incident/Problem/Change management by managing and integrating cross-teams

Analyzed and published management dashboards illustrating projects performance based on KPIs and SLAs

Monitored ITIL process adherence and project performances with regard to the quality & availability of systems

Contributed to product level analysis as part of product development and enhancements

Resolved high number of critical escalated incidents and client queries on timely basis as per the ITIL standards

Worked on talent pool and succession planning, appraising performance and providing feedback to individuals

Reviewed and delivered periodic service level dashboards for management used for business level decision making

Successfully established departments in multiple locations

Successfully demonstrated operational projects for CMMI appraisal and certification

Senior ITIL Analyst/Team Lead - Service Operations Sep 2010 - May 2013

ARS Traffic & Transport Technology Inc. - The Netherlands

Lead Incident Management and Problem Analysis of 24*7 high availability Applications and Infrastructure

Provided ITIL based 3 tier support for escalated production Incidents/Problems as part of Incident/Problem Management and performed live remote system troubleshooting

Coordinated Change management process via CAB and assessed the implementation of changes

Performed extensive systems (log level) and data(raw-data) analysis for RCA for operational systems of over 8K and major production facilities delivering to multiple client from various countries

Performed elaborate project performance dashboards for all operational projects based on KPIs and SLAs

Derived efficient analytical approaches and tools using advanced MS Excel functions and macros

Instrumental in designing, testing and implementing Ticketing and Tracking system(ASMT) to deliver better services to improve SLAs

Performed advanced system level analysis as part of product development and enhancements

Single point of contact between the clients and technical teams for processing operational and technical requests/queries

Performed and trained data analysis concepts to service analysts and new joiners

Administered schedules and distributed tasks for the 24*7 team to ensure continuous monitoring and maintenance of all operational projects

Collaborated with business and technology departments to define deliverables and develop reusable solutions

Imparted continuous on job training for accomplishing greater operational effectiveness and efficiency

ITIL Service/Data Analyst Sep 2007 - Aug 2010

ARS Traffic & Transport Technology Inc. - The Netherlands

Successfully carried out monitoring and Incident Management of 24*7 live Infrastructure and applications for multiple projects

Performed high density trend and historic data analysis to identify deviations and problems from the standard and find root causes

Monitored and resolved incidents, problems and requests as per the SLA

Efficiently resolved Incident and Service Requests in timely and efficient manner

Performed local and remote system level troubleshooting and reconfigured database settings for restoration

Resolved problems & issues within set timelines thereby developing the knowledge base

Performed multitude of timely and effective ITIL based incident management (incidents analysis and troubleshooting)

Report and oversee repair works done by installation service engineers to fix issues

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