Manager Service

MADHU VAMSI TENTU

Contact : 218-***-****

Email : *************@*****.***

Professional Summary

An Experienced professional having 10+ years of experience and knowledge in IT Software development and IT Infrastructure Projects, Production Infrastructure management in which worked as Senior Major Incident Manager, Continuous Service Improvement Management, Incident and Problem Management, and Change and Release management, As a IT Technical consultant performed Client Servicing across Banking and Property and Causality and Home Insurance and Healthcare projects and telecom.

Working currently as RPA Technical IT Consultant for Assurant Insurance company as part of IT Transformation and Innovation-(COE team) in providing automation solutions across to various business process operated by Assurant around different geographies, by promoting the RPA and identifying the mundane business processes as a part of process discovery and providing cost effective automation solution by assessing the feasibility of the business use case. Determining if the automation fits in or no for a business process based on the checking the feasibility of incorporating the RPA technology and AI Technologies like OCR-Optical character recognition engines,Responsibilities include such as, managing of the day to day tasks for the existing automations in development and in production by working closely with all the RPA development teams onshore and offshore. Overseeing implementation process; manage RPA developers and vendors to stay within deadlines and budget. Coordinating all releases to production, Tracking all projects and enhancements in TFS.

Working closely with business stakeholders on new enhancement requests for assigned projects.

Working closely with the architecture and infrastructure teams on support/maintenance/ upgrades for the Platforms used for Technology and Innovation team.

Managing multiple tasks to deadlines; communicate progress at regular intervals.

Provide system and customer support to users including escalated issue resolution.

Reviewing functional requirements document prepared by the RPA Vendors.

Assisting with feasibility analysis for newly identified processes

Major Incident Management- Strong Process Knowledge in IT Service Management to provide Return to Service (Service Resolution) Facilitating Technical Discussion with Level-3 and SME’s, STM’s and executives and Architects to restore service.

Enterprise Change and Release Team- State Farm Auto Insurance Change and Release Management across the projects Implemented in STATEFARM.

Technical Expertise:

10 years highly experienced in ITSM process Life cycle and SDLC.

Currently working as Technical Consultant in RPA for Assurant Solutions LTD, USA.

Worked as Major Incident Manager in one of largest Insurance and Banking Company - USAA

Worked as Change and Release Coordinator- State Farm Auto Insurance.

Certified Safe Agile Scrum Master assisted teams in coaching Agile principles.

Exhibiting Lean-Agile leadership –with a Lean-Agile Mindset.

Helps the team embrace SAFe Core Values, adopt and apply SAFe Principles, and implement SAFe practices.

Teaching problem-solving techniques and helps the team become better problem-solvers for themselves.

Facilitates meetings – Facilitates all team meetings like the Daily Stand-up, Iteration Planning, Iteration Review, and Iteration Retrospective.

Mitigating and Eliminating impediments – blocking issues that will be beyond the team’s authority or may require support from other teams.

Building a high-performing team – Focuses on ever-improving team dynamics and performance.

Worked on Implementing the infrastructure Changes related Server and Database Migration projects like Production, Test and Dev environments.

Worked Along with Clients Face to face and report them with Critical issue Communication being the bridge between Customer and organization.

Being the POC for Providing the Technical Summary Documentation presenting to all the High-level Executives and Tech fellows and Supplier POC’s and Business LOB POC’s.

Provided Level-2 Technical Support to Developers in deploying the applications on IBM WAS 7 to IBM WAS 8.5.5 Cloud Platform.

Worked as Technical Support Engineer for Developers in deploying the application using IBM WAS 8.5 Cloud Platform,

Expertise on tools such as SERVICENOW, HP-Service Manager, VMware -Service Manager, Splunk Querying.

Monitoring Critical Production Batch jobs and reporting to Application teams to troubleshoot the issue proactively to mitigate the pain to the Organization using IBM Control-M

Worked as POC for Process flow for Incident, Major Incident, Problem and Change and release management.

Programming Language: C, C++, Core Java, JavaScript, SQL Query

Servers: Windows, UNIX/LINUX, SQL Server, Mainframe, Z O/S,

Critical Batch Job Monitoring- BMC – Control- M

Databases: MS-SQL, Sybase

Development/Tools: Robotic Process Automation Platform -Automation-Anywhere

Version- V10, V11 and A2019 cloud platform and Control room Administration.

Service now Administration, Microsoft BI SSIS, SSRS, SSAS

Framework: Agile framework, scaled agile framework

Education Details:

Degree and Date

Institute

Major and Specialization

Bachelor of Engineering -2010

Jawaharlal Technology University - Hyderabad

Computer Science Engineering

Certifications:

Automation Anywhere RPA Advanced admin certified

Safe Agile 4.6 Scrum Master Certified.

ITIL Intermediate Service Operations Certified.

ITIL V3- Certified

PMP – TCS Academy Certified.

6- Sigma –TCS Academy Certified.

MS-SQL Server DBA MCTS 70-432 Certified.

Experience Summary

Ocher Tech Group LLC, Atlanta, USA 2019-Present

Project Title:

Assurant solutions LTD

global provider of risk management products and services with headquarters in New York City. Its businesses provide a diverse set of specialty, niche-market insurance products in the property, casualty, extended device protection, and preneed insurance sectors. The company’s three operating segments are Global Housing, Global Lifestyle, and Global Preneed

Roles and Responsibilities:

1.RPA Technical Consultant supporting RPA and other Innovation Projects:

Managing of the day to day tasks for the existing automations in development and in production by working closely with all the RPA development teams onshore and offshore.

Acting as POC for Business stakeholders providing Project status report.

Taking ownership of the escalations and addressing the issue to resolution by engaging with teams in offshore and Onshore.

Provide Project dashboards and savings achieved out of automation solutions.

Managing the Change control process for team and closely delegate the changes that go within the application team and infrastructure that supports.

Overseeing implementation process; manage RPA developers and vendors to stay within deadlines and budget.

Escalation to Vendors and Product vendors to meet the SLA on Issue resolutions.

Coordinating all releases to production

Tracking all projects and enhancements in TFS.

Working closely with business stakeholders on new enhancement requests for assigned projects

Working closely with the architecture and infrastructure teams on support/maintenance/ upgrades for the Platforms used

Managing multiple tasks to deadlines; communicate progress at regular intervals

Provide system and customer support to users including escalated issue resolution

Develop and maintain process manuals and system documentation.

Reviewing functional requirements document prepared by the RPA Vendors

1.Assisting with feasibility analysis for newly identified processes

2.Assisting with ROI calculations on new RPA initiatives

3.Participating in design and code reviews

Ocher Tech Group LLC, Atlanta, USA Oct 2017- 2019

Project Title:

USAA, San Antonio Texas (USA): Currently working as Major Incident manager in IT Operations.

Following the ITIL principles adopted and setup by organization as per their environment requirements, Learning the Changes in the process and implementing them in Technical teams across the infrastructure by being the POC for all escalation process flows.

Managing high and critical Incidents to ensure timely completion.

Monitoring of tickets and taking the actions to avoid breaching the SLA.

Decision making with the Business POC if a Valid Workaround is in place and promote it to achieve Service Restoration and end the Pain minutes.

Providing High- Level Communication to all the related LOB’s Executives about the status updates.

Expediting the Tech teams to create a Knowledge base Solution for Service Desk to follow for further Solution.

Technical writing for the issue dealt through process escalation.

Project Title:

TATA Consultancy Service LTD Chennai, India -Feb 2014- Aug 2016

Project title: STATEFARM AUTO INSURANCE (Enterprise Change & Release) —Bloomington

Worked on migration of WAS 6.1 to WAS 8.5.5 version to all applications. Responsibility involves in coordinating with Technical teams and Change & release team with the changes scheduled and to provide end - end support. Meeting facilitation and monitoring

Role / Responsibility:

Run through the implementation plan with the change coordinators, once the Change has been approved by CAB.

Provide Approvals to continue the change even after the change window.

Documentation and Share Point Updates.

Coordination Calls for performing Pre- and Post- validations for critical changes.

Environment: Production, Test and Dev

Worked and Completed the Migration Projects related to DB Refresh and Server Hardware Refresh Projects.

Worked on IBM- WAS 7 to WAS 8.5.5 -Migration -application following the Change and Release plan.

HCL LTD, Chennai, India - Specialist July2011-Feb 2014

Major Incident Manager

Project title: USAA San Antonio, Texas

Role / Responsibility:

Initiation of Problem Process for problems identified by Incident Management

Initiation of Issue Process for Issues identified by Incident Management

Ensuring correct execution of Incident Management Processes

Incidents - All priorities (Infrastructure Restorations and User Restorations)

Performance and resolution of root cause analysis.

Aarvi Encon Pvt Ltd, Mumbai, India- Executive Jun 2010-July2011

Project title: Cable & Wireless Worldwide

recurrence of Incidents.

Project title:

Cable & Wireless Worldwide—London, UK-NOC Engineer – June -2010- July -2011.

Cable & Wireless Worldwide is a UK based Telecom Project providing Backend Core Network Solutions across Country along with British Telecom.

Primary Responsibilities:

Assessing the Client Project Requirement Document.

Checking the Blueprint of network Prod Plan and identifying the Multiplexers.

Creating a Network Circuit Design using Microsoft Visio.

Signing off the Final Transition Design Document.

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