Manager Service

BARUN MAYANK CHANDEL

Saint Paul, USA

* **************@*****.*** ): +1-804-***-****

barunmayank

ITIL Version3 Foundation Certified AWS Solution Architect Certified Scrum Fundamental Certified

IBM Cloud Application Developer V2 Certified

PROFESSIONAL SUMMARY

Meticulous, performance-oriented, and ITIL V3 foundation/AWS Solution Architect Certified professional with over 11+ years of experience in the banking & financial industry with strong acumen in Application Production Support, Incident Management, Problem Management, Change/Release Management, Service Operations, and ITIL Framework

Successful legacy of evaluating Business Resiliency technology and processes on an ongoing basis to meet changing industry standards, client needs, and regulations

Demonstrated abilities to manage a project through its complete lifecycle viz. Initiation, Planning and Design, Execution, monitoring and controlling through Closing; decent familiarity in exploring tools, doing POC's Proof of Concepts, and piloting projects with end to end integration

Hands-on experience in the cloud platform, CI/CD and Waterfall & Agile Methodologies, Agile Manifesto, Iterative Water fall; skilled in AWS cloud service like EC2, ECS, S3, Cloud Formation, IAM, etc.

Indigenous experience in integration tools, application server, security tools, SCM/version control tools, container technologies, CI/CD tools, and configuration management tools

Expertise in business analysis, deployment, development, and support; good at developing business process and system solutions for the banking & finance domain

Proficient in configuring network services such as DNS, NFS, TCP, SMTP, NTP, DHCP, LDAP; solid working knowledge in ITIL process models/framework & agile process

Adroit at providing creative solutions to business problems and working with IT Service Management (ITIL) processes, metrics, and key performance indicators

Deft in maintaining and improving process effectiveness (quality), process efficiency (cost), process performance (throughput), and process vulnerability (security)

Strong ability to communicating closely with business, operations, vendor, and IT partners to investigating, resolving and providing regular updates on incident and problem tickets and coordinating problem fix releases out to Application Production

Global Exposure:

Gained on-site experience by working with several clients across USA

ATTAINMENTS

Received Best Performer Award

Achieved Luminous Award in Wipro

Received many Customer appreciations and High Five award from Client

CORE COMPETENCIES

Incident Management

Problem Management

Business Operations Management

Service Operations

ITIL Framework

Deployment Management

User Access management

Agile Methodology

Release/Change Management

Process Improvements (PI)

Service Level Agreement

Software Configuration Management

Root Cause Analysis

Procurement

Vendor Relationship Management

Service Integration

Project Management

Business Process Requirements

SCHOLASTICS

Master of Business Administration in Finance from Sathyabama University, India, 2009

Bachelor of Commerce in Honours from Delhi University, India, 2006

CAREER CONTOUR

Organization

Designation

Duration

Wipro TecSA

Release Manager

Oct 2016 – Till Date

Major Incident Manager

Nov 2015 – Oct 2016

IT Service Continuity Manager

Apr 2015 – Nov 2015

Wipro Technology, India

Operations Lead

Feb 2014 – April 2015

Team Lead

Jan 2012 - Feb 2014

Senior Officer

May 2009 – Jan 2012

KEY DELIVERABLES

As Release Manager

Defining Attributes: Vendor Management Software Configuration Management Release/Change Management Process Improvement (PI) Sprint Planning Root Cause Analysis

Performing a wide array of activities such as designing/updating release strategies, updating CMDB, attending agile team stand-up meetings, and reviewing the agile team’s board

Responsible for guiding/assisting release process like known errors and workarounds, handling high severity calls, developing automated solutions for repeated manual work and performing incident root cause analysis and reviews on deliverables

Administering release planning meetings with various customers like corporate strategy technologies, workforce technology services, EMMO (Enterprise Metric and Monitoring Organization), and enterprise DevOps

Demonstrating release windows by release strategy on KL, following TCM change order process, change order window extensions, extensive window requests, and business hour approvals and ensuring the CO gets approve before release window begins

Overseeing wide range of activities such as release record management, preparing release records for entire Infra, approving/closing release records after completion of release events, planning Process Improvements (PI) sprint, and following RE sprint stories

Accountable for release management and auditing hardware/software before and after the implementation of release package changes

Managing a wide range of release process activities such as Release Record Management and creating Release Records for all Infra; providing technical support throughout the release process; documenting/training to the customer regarding the technical release notes

Responsible for overseeing services by monitoring availability, latency and overall system health

Active involvement in planning, deploying, installation of several applications and managing/configuring of the environments

Planning in pre-migration stage and helping to determine SWOT, architecture, environment, migration and execution

Highlights:

Successfully designed/implemented scalable, secure and high-performance solutions to enable deployment teams to deploy current infra to AWS cloud by collaborating with engineering teams

As a Major Incident Manager

Defining Attributes: Incident Management Service Level Agreements (SLA’s) Requirement Analysis Stakeholder Management Business Operations Management

Managed recovery of major incidents (Sev1/Sev2) and impact healthcare services as per SLA’s to influence internal users and external clients

Handled/supported infrastructural operations over 300 applications including various critical applications and collaborated with entire medical instrument support teams, LAB users, technology teams and escalate the issues, reduce the impact on daily business operations

Analysed change/release request and emergency changes, identified improvement opportunities to ensure the end-to-end success of the incident management process

Responsible for the entire gamut of remediation activities provided operational support and business-aligned support of incident management process, and generated incident related performance analysis

Developed process/procedures to track /complete incident management and service desk related action and managed unplanned service interruptions form customers and internal IT

Spearheaded entire significant/business-critical incidents, assigned incidents and standard incidents are managed effectively and escalated appropriately also cleared incident tickets promptly

Effectively provided documentation for Known Error Data Base (KEDB)

Acted as a bridge between business and process design team to analyse ITSM business process requirements and observed performance against documented ITSM processes

Prepared various communication plans like memos, letters, plan review meetings, and status lists to maintain a relationship with stakeholders

As an IT Service Continuity Manager

Defining Attributes: Root Cause Analysis Service Level Agreement Change Management Incident Management Configuration Management Procurement Problem Management

Played a vital role as an event manager, handled the team by notifying about alerts received in BMC patrol, created reports with event pattern and trend analysis to monitor alerts and reduce it

Analysed impact of sev1 alerts of a technical team by opening Emergency Resolution Team (ERT) call and covert ERT call into Outage Resolution Team (ORT) for any impact of sev1 alert also drive ERT/ORT till resolution

Updated technical notifications to entire stakeholders and ensure to verify the team submit interim and final RCA for the outages within SLA

Promoted/supported the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management

Assisted with Configuration Management, Vendor Management, Procurement, Asset and Service Level Management

Created workflow documentation for Change, Incident and Problem Management and attained established service delivery SLA’s also handled formal Post analysis meeting

Updated/collected staff status reports and metrics reports to the higher management

Effectively provided 24x7 Tier 1 support for the entire High Priority Incidents

As an Operations Lead

Defining Attributes: Incident Management Customer Relationship Management Root Cause Analysis (RCA) Reports Management

Responsible for Incident Management and provided quick resolution to the customers

Acted as a liaison between front-line Customer and third-level system Development Team for effective analysis and research of problems

Implemented advanced analytical research of the various transaction legs and performed Root Cause Analysis (RCA) for transaction declines

Involved in execution of special jobs and transaction logs in the back-end system, to aid research support for transaction errors and breakdowns

As a Team Lead

Defining Attributes: Windows Administration UNIX Security Administration Oracle Database User Administration Tandem Security Administration RSA Configuration Management Ticket Documentation

Involved in the user request validation, user setup, user access control and RSA Secure ID token (tracking operations) and soft token management

Created users in RSA Authentication Manager and assigned hard tokens UPS service provider & soft tokens to end users

Worked with Oracle tool to create users and provided access to applications based on their IDM roles in Client based applications

Responsible for managing User Access in various platforms including Unix Servers, Oracle Database, Windows AD and CA Identity Manager

Key involvement in Design work flow, Customize Form, Rules, Policies & use case for different Work flow like manual Disable the account, Account Approval and password management Systems

Created and Used Solution documents for all known issues

As a Senior Officer

Defining Attributes: Data Management Editorial Order Management Forecasting and planning output Data sourcing/Data capturing Editorial process Production Data distribution

Involved in day-to-day operations of all queues

Managed/maintained fruitful relationships with all departments to ensured

Understood the client expectation and assured the ream also following the same

Performed strategies, identified/implemented policies/procedures by utilizing data, tools, and facts to set priorities and make informed decisions

Analysed performance results and implemented department improvements

End of Resume

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