Manager Service Management

Vaani Saraswati Chockalingam

adis39@r.postjobfree.com +1-925-***-****

Summary:

Results- driven IT Consultant with over 14 years of management experience in IT Services, Operations (ServiceNow), and Process Governance.

Professional Experience

The Clorox Company, IT – Planning and Metrics 2016 – Present

Service Management, Configuration Management & ServiceNow Practice

●Accountable for process definition, requirement documentation, coordination with project and support teams

●Responsible for delivering process training and providing hand holding support

●Manage stakeholders’ expectations of Build/test/Implement process

●Develop dashboards, KPI, and operational reporting to stakeholders and senior management

Configuration Management

●Accountable for the Configuration Management process

●Built the CMDB in servicenow

●Established an audit process to improve the health of the CMDB

●Continuous assessment of CMDB for currency of data

Cognizant Technology Solutions, IT – Service Delivery 2012 - 2016

Manager - Service Management Office

●Accountable for Strategizing, Designing, Developing and Implementing ITIL best practices

●Accountable for the end to end solution delivery for all the ITIL Process Implementation as well as Service Improvement projects

●Responsible for building KPIs to ensure Improved service availability, reduced production incidents, higher customer satisfaction

●Generating Daily and Monthly reports on Availability and Performance

●Conduct Audits and Reviews as per the SOC

Manager - Service Delivery

●Accountable for managing service delivery and SLA Management

●Ensure continuous improvement of processes,increased cost effectiveness and value

●Develop and update time estimates for project and/or support schedules

●Control progress to goals and objectives through regular status reporting

●Seek opportunities to improve and enhance functionality, stability and usability of systems, software, hardware infrastructure and/or processes

●Monitor that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with that of customers

●problem management support to difficult, high severity issues and ensures root-cause analysis is conducted and a corrective action plan is followed

ICON Clinical Research India Ltd, IT Manager – Service Desk 2009 - 2012

IT Manager – Service Desk

●Manage the Service desk for Asia Pacific region

●Monitoring the SLA and OLA in incident resolution

●Coordinating with the Network and IP Voice teams in regular upgrades and configuration changes

●Managed the IT operations in Trivandrum, India. including Desktop imaging, Software distribution, Network and Voice support

IT Manager – Global Desktop Management

●Lead IT operations service requirements by analyzing needs of departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.

●Improve quality results by evaluating and upgrading processes.

●Provide information by collecting, analyzing, and summarizing data and trends in new technologies for storage architecture, capacity, and response time.

●Met IT operations financial objectives by forecasting requirements by analyzing variances; initiating corrective actions using Symantec Management Platform and Software compliance

Team Lead -Altiris

●Test and perform deploy OS images, core applications, service pack updates and patch management processes at an enterprise level.

●Served as a Subject Matter Expert for Desktop related issues

●Configured Policies, Custom Inventory, VB Script, JavaScript SQL Queries for reporting, Imaging and Software Distribution

ITC InfoTech India Limited - IT Executive 2006 - 2009

IT Executive - Altiris

oAdministered the Altiris Environment

oHandled escalations and calls from the End Markets

oWorked on the servers and OS & DB patches

oManaged new implementation activities on Altiris

Educational Qualification:

oMaster of Business Administration in Information Systems from University of Wales, Cardiff UK

oBachelor of Computer Applications Stella Maris College, University of Madras, Chennai, Tamil Nadu.

Certifications:

oITIL Expert Certified

oPrince 2 Practitioner

oITSM ISO / IEC 20000

oMicrosoft Certified Professional in XP, Server 2003

oAltiris Certified Engineer (Notification server 6.0 and Deployment server 6.8)

oSymantec Notification Server 7 (trained)

Other Qualifications/Training:

oBusiness English Course (Level - Vantage) University of Cambridge

Skills

oCustomer Focus and Communication

oProcess Assessment & improvement

oProcess development & implementation

oTraining

Tools, Applications & Languages

oServiceNow

oAltiris

oSMS /SCCM

oSymantec End Point

oRemedy

oSQL

oJavascript

oVBScript

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