Manager Management
Resume:
Varun Meher Anne
Phone: 331-***-****
Email : **********.******@*****.***
Core Competencies:
ITIL & Agile (Scrum Master & Kanban) Methodologies
Service Delivery / Project & Team Management
Customer Relationship Management (CRM)
Transition Management
Change, Release & Deployment Management
Incident / Major Incident Management
Problem Management
Capacity Management
Configuration Management
Knowledge Management
Identity & Access Management
MIS – Reporting
Service-Now Administration
Learning & Development
Professional Summary:
A recognized industry professional with overall 15 Years of IT industry experience in ITSM/SIAM- Technical /Application Production Support & Maintenance Projects using ITIL framework and have extensive experience in designing and providing maintenance to large scale GIS applications in IT industry.
A Certified management professional with experience in ITIL,Delivery Management, Project Management, Knowledge Transfer Skills & Training, Operations Management, Quality Management, SLA, OLA, KPI Management, service management and IT support including process transition, across diverse organizations; seeking a Leadership position with a professionally managed organization to leverage acquired skills in accomplishing organizational growth objectives
Conversant with ISRM standards, QMS, Quality procedures while working with clients as per global standards.
Currently serving as Major Incident & Problem Manager
Lead the SIAM function and services and drives its efficiency and effectiveness. Mentors Cross Supplier Process team, defines and coordinates day-to-day responsibilities of service management staff.
Experience in transitioning teams from traditional Waterfall to Agile methodologies with focus on Continuous Delivery and Scaling Agile to multiple delivery teams
Coaches and guides the agile software development/support process using Agile methodologies such as (Scrum Master & Kanban).
Worked majorly into Major Incident/Problem/Change Management (ITSM) for supporting Global Infrastructure Support.
Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
Coordinate with various IT teams and Stakeholder management- Communicate with end users, middle management, manage client expectation and satisfaction and ensuring deliverable content and quality throughout project life cycle.
Managing project scope and proactively identifying/resolving client challenges; identifying risks/issues/mitigation and managing during the life-cycle of a project
Gained functional skills in analyzing the client requirements, translating new ideas into client‘s solutions including opportunity identification, requirements, development, delivery, support & analysis and documentation.
Having experience in team handling as PMO and providing technical and functional assistance to client applications.
Good skills in Management Reporting, Key Performance Indicators, Variance Analysis using various pm tools like MS office suite, MS Project, JIRA, Confluence.
Educational Qualification:
Bachelor of Engineering (Computer Science) from Anna University - 2006
Certifications:
ITIL V3 Foundation Certified.
Service-Now Administrator Certified.
Microsoft - MCAD Certified.
ITIL Service Operations/Service Transition,Agile methodologies such as (Scrum Master & Kanban), PMP and PRINCE 2 trained professional.
Honors & Awards:
Received Top Excellence Award for handling IT Operations Team in BrightHouse Financial (Metlife Company).
Received Top Performer Award for handling IT Operations in Infosys (Conduent Client).
Received Top Performer Award for achieving the IBM values and proactively providing value to the Client.
Received 3 appreciations from Scotia Bank Client, IBM Latin American Vice President & DPE.
Received Best Team Performance Award in Citi Group
Received Best Individual Contributor in Thakral One Solutions Pvt ltd
Received Best Employee of the Year in Aptara Corp
Received Best Performer Award in Mahindra Satyam (Tech Mahindra)
Skill Set:
Process Experience: ITSM - Major Incident/Problem/Change Management:
Ensuring that the goals of the incident management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLA.
Detecting, logging, categorizing & prioritizing incidents and providing initial incident support.
Closing incidents after verification from users, defining & planning separate procedures for major incidents and ensuring adherence to SLA and priority based management.
As a Problem Manager, responsible to drive effectiveness and efficiency of Problem Management process Liaise with customers, IT executive, IT platform managers
Identifying change requirements; defining change strategy and plan; organization impact & change readiness assessment; risk assessment & action planning; communication interventions; stakeholder management
Technical Skills: Microsoft Technologies, Java, Apache Tomcat, SLFT, IIS, HTML, XML & Networking
SQL Server 2005, 2008, 2014
Tools: Service Now / Remedy / Salesforce / Maximo / HP Service Manager/ ResloveIT / Service Desk Ticketing Tool,Splunk Tool, One View Tool, CHIP Tool,Tool, Move IT Tool, Tivoli Job scheduler, Autosys Job Scheduler, JIRA, Lotus Notes, VMware, Spend Analyser, Auto Tasking, Putty, FTP and Maintaining Server Infrastructure of NAS
MS-Office Products (MS-PowerPoint, MS-Word, MS-Excel)
Operating Systems: Windows & Unix
Domain Skills Payments,Insurance, Broadcasting, Finance, Manufacturing, & Banking
Professional Experience:
BrightHouse Financial (Metlife) – Charlotte,NC Nov 2019 - Present
IT Service Manager - Major Incident/Problem/Change Management
Project: Supporting “BrightHouse Financial” client SaaS applications with multiple suppliers across the globe.
As a Service Integration and Management (SIAM) Lead will be responsible for managing the SIAM function.
Working as SME for handling client critical SaaS programs/applications with multiple supplier’s across the globe.
Handling Onshore/Offshore with a team of 20 people and providing technical and functional assistance to various BHF SaaS programs and applications
Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools
Lead the SIAM function and services and drives its efficiency and effectiveness. Mentors Cross Supplier Process team, defines and coordinates day-to-day responsibilities of service management staff.
Maintains relationship with Service supplier & Customer Management.
Provides subject matter expertise and leadership in service management.
Take the ownership to oversee the day to day operations relating to Incident Management across suppliers.
Detecting and recording the incidents. Provide initial assessment of categorization and prioritization for reported incidents. Sending Executive Alerts to all the stakeholders for P1& P2 incidents and assigning to the appropriate technical team or person to bring back the service disruption to normalcy. Ensure that proper initial incident Delivery provided to end-user or customer. Search database containing records of problems, symptoms and resolutions.
Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
Prepare trend related to incident, problem & change management for the higher management
Responsible for maintaining a good cycle time for call closure within the team and adhering to the SLA's
Having good understanding in infrastructure technologies like (UNIX, Servers, Middle-ware, Email and Messaging Services and Networking, etc.)
Manage project scope and proactively identify and resolve client challenges. Identify risks, issues and migrations and manage these during the life-cycle of a project.
Closing incidents after verification from users, defining & planning separate procedures for major incidents and ensuring adherence to SLA and priority based management.
Identifying stability trends and escalating them through the Problem Management process.
As a Problem Manager, responsible to drive effectiveness and efficiency of Problem Management process Liaise with customers, IT executive, IT platform managers.
Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.
Performing Reactive and Proactive problem management process via various techniques like 5 Five whys/Ishikawa (Fish Bone) /Brainstorming/Chronological Analysis
Identifying change requirements; defining change strategy and plan; organization impact & change readiness assessment; risk assessment & action planning; communication interventions; stakeholder management.
Facilitate Change Advisory Board Meetings and Deciding appropriate stakeholders for the CAB meetings
Responsibilities include:Planning, scheduling, managing and chairing CAB meetings. Includes creation of agenda's and meeting minutes
Provide support and participate in the Change Control Board and change control process.
Review and recommend process changes for CFG Management process leveraging Remedy/ServiceNow as the single CFG Management tool.
Handling and updating CMDB database when a change is successful implemented.
Generating Daily/Monthly/Quarterly/yearly KPI’s Reports as per the client requirements
Conduent (Xerox) – Austin,TX May 2018 - Nov 2019
IT Operations Manager
Project: Supporting “Conduent Payments” client application programs like (EBT/WIC/EPC/ECC) for different states within USA.
Working as SME for handling client critical state programs/applications like EPPIC /EBT/WIC/EPC/ECC.
Handling a offshore IT Operations people and providing technical and functional assistance to various EBT/WIC states programs and applications
Detecting and recording the incidents. Provide initial assessment of categorization and prioritization for reported incidents. Sending Executive Alerts to all the stakeholders for P1& P2 incidents and assigning to the appropriate technical team or person to bring back the service disruption to normalcy. Ensure that proper initial incident Delivery provided to end-user or customer. Search database containing records of problems, symptoms and resolutions.
Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
Prepare trend related to incident, problem & change management for the higher management
Responsible for maintaining a good cycle time for call closure within the team and adhering to the SLA's
Having good understanding in infrastructure technologies like (UNIX, Servers, Middle-ware, Email and Messaging Services and Networking, etc.)
Manage project scope and proactively identify and resolve client challenges. Identify risks, issues and migrations and manage these during the life-cycle of a project.
Closing incidents after verification from users, defining & planning separate procedures for major incidents and ensuring adherence to SLA and priority based management.
As a Problem Manager, responsible to drive effectiveness and efficiency of Problem Management process Liaise with customers, IT executive, IT platform managers
Identifying change requirements; defining change strategy and plan; organization impact & change readiness assessment; risk assessment & action planning; communication interventions; stakeholder management
Provide support and participate in the Change Control Board and change control process.
Review and recommend process changes for CFG Management process leveraging Remedy/Service Now as the single CFG Management tool.
Facilitate Change Advisory Board Meetings. Responsibilities include:
Planning, scheduling, managing and chairing CAB meetings. Includes creation of agenda's and meeting minutes.
Deciding appropriate stakeholders for the CAB meetings
Handling and updating CMDB database when a change is successful implemented.
Generating Daily/Monthly/Quarterly/yearly KPI’s Reports as per the client requirements
Scotia Bank - Mexico - Latin America Jun 2015 - Feb 2018
IT Project/Service Delivery Manager
Project: Supporting “Scotia Bank” client for different regions like Chile, Peru, Profutro, CostaRica & Mexico .
Handling a team of 30 people and providing technical and functional assistance to Latin America Clients like Brazil, Chile, Peru, Columbia & Mexico Regions
Coaches and guides the agile software development/support process using Agile methodologies(Scrum Master & Kanban).
Facilitates all Scrum Ceremonies, including Daily Stand-ups, Sprint Reviews, Retrospectives, Backlog Refinement and Sprint Planning sessions.
Facilitates various Agile-oriented training and workshops for the organization as part of the Agile Center of Excellence.
Facilitates training in Agile Methodologies (Scrum) and Agile-related topics as necessary for the department.
Creates and maintains dashboards in Confluence and Jira for real-time project reporting.
Detecting and recording the incidents. Provide initial assessment of categorization and prioritization for reported incidents. Sending Executive Alerts to all the stakeholders for P1& P2 incidents and assigning to the appropriate technical team or person to bring back the service disruption to normalcy. Ensure that proper initial incident Delivery provided to end-user or customer. Search database containing records of problems, symptoms and resolutions.
Identify Problem Investigation, assignment issues, Acting as an initial escalation point for day-to-day Problem Management issues
Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets are met
Developing problem management procedures, when required. Identifying incidents with high impact to the business, high cost etc. and initiating and undertaking service improvement programs, Enabling the business to fully accrue the benefits of having an IT service through reducing service problems/loss of service (which presumably cost the business money), Better understanding of the nature of service problems
Provide feedback to Incident Categorization based upon findings in Problem management to improve the quality of MI available.
Need to coordinate with various IT teams and Stakeholder management- Communicate with end users, middle management, manage client expectation and satisfaction and ensuring deliverable content and quality throughout project life cycle.
To ensure trouble free access to Application and database 24 hours a day.
Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams
Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
Prepare trend related to incident, problem & change management for the higher management
Responsible for maintaining a good cycle time for call closure within the team and adhering to the SLA's
Having good understanding in infrastructure technologies like (UNIX, Servers, Middle-ware, Email and Messaging Services and Networking, etc.)
Manage project scope and proactively identify and resolve client challenges. Identify risks, issues and migrations and manage these during the life-cycle of a project.
Represent the team and IBM while leading a Sev1 and Major incidents.
Provide technical direction and coordination to the resolver groups involved.
Provide appropriate inputs to the Problem management process, RCA preparation.
Provide support and participate in the Change Control Board and change control process.
Review and recommend process changes for CFG Management process leveraging Remedy/Service Now as the single CFG Management tool.
Facilitate Change Advisory Board Meetings. Responsibilities include:
Planning, scheduling, managing and chairing CAB meetings. Includes creation of agenda's and meeting minutes.
Deciding appropriate stakeholders for the CAB meetings
Handling and updating CMDB database when a change is successful implemented.
Prepare IAM estimates for internal/external facing customers and clients.
Develop written materials for executives and clients.
Act as key participant in developing and management of Identity & Access Management (IAM) solutions expansion
Develop an understanding of the client’s organizational structure and infrastructure environment.
Prior experience of sending out executive alerts/communication mailers
Manage and drive third parties to the quick resolution of incidents/problems
Generating Daily/Monthly/Quarterly/yearly KPI’s Reports as per the client requirements
DIRECTV,California -USA Jan 2014 – Jun 2015
Sr. Application Support Manager (Incident/Problem/Change Manager – IT Service Management)
Project: Supporting DirecTV client IT Sales Applications like RIO/C3/OMS/SCRM/DWS/Bundles
Handling a team of 8 people and providing technical and functional assistance to DirecTV IT Sales applications like RIO, C3, OMS, SCRM, DWS, TAOS and Bundles etc.
Coaches and guides the agile software development/support process using Agile methodologies(Scrum Master & Kanban).
Facilitates all Scrum Ceremonies, including Daily Stand-ups, Sprint Reviews, Retrospectives, Backlog Refinement and Sprint Planning sessions.
Ensure trouble free access to Application and database 24 hours a day.
Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams
Having good understanding in infrastructure technologies like (UNIX, Servers, Middle ware, Email and Messaging Services and Networking, etc.)
Manage project scope and proactively identify and resolve client challenges. Identify risks, issues and migrations and manage these during the life-cycle of a project.
Represent the team and Prosum while leading a Sev1 and Major incidents.
Provide technical direction and coordination to the resolver groups involved.
Provide support and participate in the Change Control Board and change control process.
Provide appropriate inputs to the Problem management process, RCA preparation.
Develop an understanding of the client’s organizational structure and infrastructure environment.
Maintain group chats and bridge calls effectively to resolve incidents/problems.
DIRECTV, California - USA Nov 2013 – Jan 2014
Sr. Application Support Manager (Incident/Problem/Change Manager – IT Service Management)
Project: Supporting DirecTV IT Sales Applications like RIO/C3/OMS/SCRM/DWS/Bundles
Handling a team of 8 people and providing technical and functional assistance to DirecTV IT Sales applications like RIO, C3, OMS, SCRM, DWS, TAOS and Bundles etc.
Coaches and guides the agile software development/support process using Agile methodologies(Scrum Master & Kanban).
Facilitates all Scrum Ceremonies, including Daily Stand-ups, Sprint Reviews, Retrospectives, Backlog Refinement and Sprint Planning sessions.
Ensure trouble free access to Application and database 24 hours a day.
Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams
Having good understanding in infrastructure technologies like (UNIX, Servers, Middle ware, Email and Messaging Services and Networking, etc.)
Manage project scope and proactively identify and resolve client challenges. Identify risks, issues and migrations and manage these during the life-cycle of a project.
Represent the team and Prosum while leading a Sev1 and Major incidents.
Provide technical direction and coordination to the resolver groups involved.
Citi Group, New York,USA Jan 2013 – Oct 2013
Manager (Incident/Problem/Change Manager – IT Service Management)
Project: Supporting Citi Group – (CIRA) Citi Investment & Research Application
Coordinate with various IT teams and Stakeholder management- Communicate with end users, middle management, manage client expectation and satisfaction and ensuring deliverable content and quality throughout project life cycle.
Handling a team of 7 people and Providing technical and functional assistance to CIRA applications like CRM, Citi Velocity, Driod Alerts, Data Central, Readership, GBSmart etc
Coaches and guides the agile software development/support process using Agile methodologies(Scrum Master & Kanban).
Having good understanding in infrastructure technologies like (Unix, Servers, Middle-ware, Email and Messaging Services and Networking, etc)
Key member of the team responsible for "Global 24*7" Support" to customers across the globe.
Coordinate with Problem Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Incident Management process.
Represent the team and CITI while leading a Sev1 and Major incidents.
IBM Emptoris, USA Sep 2012 – Dec 2012
Senior Software Engineer (Incident/Problem Manager – IT Service Management)
Project: Supporting IBM-Emptoris Products like Spend Analyzer & Vendor Management
SME for 2 Applications which are major for client, and mainly deals with Incident Management and to ensure trouble free access to Application and database 24 hours a day.
Responsible for analysis of the various customer issues and further providing resolution for Modules like Spend Analyzer & Vendor Management Applications.
Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
Coordinate with Problem Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Incident Management process.
Providing Technical & Business Support for various financial clients of RRD across various geographic locations.
Prepare trend related to incident & change management for the higher management
Responsible for maintaining a good cycle time for call closure within the team and adhering to the SLA's
Barclay’s, Singapore Apr 2012 – Aug 2012
Manager (Incident/Problem Manager – IT Service Management)
Project: Supporting Barclay's Bank client applications like ODS, XTP & OMS
SME for Applications which are major for client and Handling a team of 5 people and providing technical and functional assistance to applications like ODS, XTP & FIRST/CEL Applications.
Key member of the team responsible for "Global 24*7" Support" to customers across the globe.
Coordinate with Problem Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Incident Management process.
Providing Technical & Business Support for various financial clients of BARCLAYS across various geographic locations.
Responsible for analysis of the various customer issues and further providing resolution
Prepare trend related to incident & change management for the higher management
Responsible for maintaining a good cycle time for call closure within the team and adhering to the SLA's
Daily tracking of incidents for any escalations
Monitoring Autosys Jobs and troubleshooting of errors by checking logs via UNIX box
RR Donnelley, Kansas City -USA Aug 2010 – Apr 2012
Sr. Application Support Engineer (Incident/Problem Manager – IT Service Management)
Project: Supporting RR Donnelley client applications like Bowne Automation, Legacy & RP3
SME for 3 Applications which are major for client, and mainly deals with Incident Management, Files monitoring and Processing Jobs. To ensure trouble free access to Application and database 24 hours a day.
Responsible for analysis of the various customer issues and further providing resolution for Modules like Bowne Automation, Legacy & RP3 Applications.
Handling a team of 5 people and providing technical and functional assistance to applications like Bowne Automation, Legacy & RP3 Applications.
Coordinate with Problem Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Incident Management process.
Providing Technical & Business Support for various financial clients of RRD across various geographic locations.
Responsible for analysis of the various customer issues and further providing resolution
Prepare trend related to incident & change management for the higher management
Responsible for maintaining a good cycle time for call closure within the team and adhering to the SLA's
Daily tracking of incidents for any escalations
Monitoring Batch Jobs and DTS and troubleshooting of errors.
Microsoft, Washington -USA Dec 2009 – Jul 2010
Senior Software Engineer (Incident/Problem Manager – IT Service Management)
Project: Supporting Microsoft Finance Modules like MS Market, MS Invoice & Legacy Applications
Key member of the team responsible for "Global 24*7" Support" to customers across the globe
Responsible for analysis of the various customer issues and further providing resolution for Microsoft Finance Modules like MS Market, MS Invoice & Legacy Applications.
Prepare trend related to incident & change management for the higher management.
Coordinate with Problem Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Incident Management process.
Monitoring Batch Jobs and DTS and troubleshooting of errors.
Generating Daily/Monthly/Quarterly/yearly Reports by using SSRS tool as per the client requirements
Applied Materials, USA Dec 2006 – Dec 2009
Senior Software Engineer (Incident/Problem Manager – IT Service Management)
Project: Supporting Applied Materials(AMAT) client application
Monitoring the daily and weekly data load jobs.
Conducting impact analysis of the specifications provided by the clients.
Preparing Low Level Designing
Testing application (Includes the Unit Testing and Pre Integration Testing).
Following and preparing Quality Documents conferring to standards.
Promoting the changes.
Define and then approve specific functional requirements that enable the intended request (enhancement or support ticket).
Escalate any issues affecting business to the GIS Management representative & GSCO management, based upon the SLA’s set for that particular remedies ticket.
Generating Daily/Monthly/Quarterly/yearly Reports
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