CARRIER OBJECTIVE

Progressive Experience in Managed Servies, Service Management, ITSM Process Consultant, Customer Relations & Satisfaction. To render proficiency in a well-organized environment where my interpersonal skills & qualities are utilized in state of art Technologies & Client relations to achieve the Company's objective.

Successful IT Professional with 16 years of experience in Service Delivery Management

Performance-driven professional with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. ITIL certified.

Recognized for effectively implementing IT service delivery best practices focusing on people, process, technology and information.

Successfully Transitioned ISP Incident Management process from Oklahoma to India in 45days, Lead for ISP Team.

Successfully transitioned and increased the resource count from 47 to 83.

Help team in resolving issues in a day to day basis.

SPOC for Crisis situation.

Adept in ITIL Service Support areas of Incident, Problem Management.

Successful in partnering with stakeholders, management, vendors, and teams to evaluate needs and issues, define effective solutions, and implement systems, interfaces and tools to integrate business operations.

Attained best-in-class customer satisfaction. Accomplished IT leader in performance and productivity improvement. Exceptional problem solver, driven to succeed with strong interpersonal & negotiation skills.

Proactively & effectively managing risks on high to critical-level issues.

Hands-on experience in ITSM tools like BMC Remedy, Service now, Jira, Service Manager and CA Unicenter and MS Solve. Also worked on Peregrine.

Domains worked: Financial – Banking and Insurance Services, Pharmaceutical, manufacturing and nonmanufacturing.

PROFESSIONAL EXPERIENCE

GSK/Haleon-India- Avacend Solutions Pvt Ltd – Designation: Project Manager from Feb 18th 2022 to Feb 28th 2023

Service Management: Incident Problem Change and SLM

Provide input to Service Desk Owner and Incident, problem and change Management Owners regarding Continuous Improvement opportunities

Provide process and management support, advice, and direction to Service Desk team and application support teams.

Provide leadership for communication, both, internally within Enterprise Services among all service stakeholders and externally to business.

Establish and maintain relationships with internal technology teams and business users.

Maintain established service level agreements to meet customer expectations and quality standards.

Preparing dashboards in Snow and schedule them on time to the management and also excel and PPT reports.

Working on workday, LMS, Fieldglass, Archer and Ariba and concur applications.

Diageo India- Varite India Pvt Ltd – Designation: Project Manager from Nov30th 2021 to Jan 25th 2022

Service Introduction:

Planning ORC’s and SIP’s for customers.

Gather project documents as required from the sources.

Prepare support model for the project and identify the stake holders

Making sure of the CARM controls are in place and warranty in place.

Engaging meeting with skate holders and clients for review of the project.

BEYOND TECHNOLOGIES - Designation: Partner -Strategy Consultant from 22nd Mar’ 2019 to 18th Feb 2021

Operations Management:

Manage Customers requirements & support operations

Provide Solution & Recommendations

C-Level Strategy formulation and Implementation.

Propose and manage projects, driving process improvements in support of the business.

CTRLS Data centre LTD – Designation: Technical Program Manager from Sept 26th 2018 till Jan 31st 2019

Datacentre Infrastructure Management:

Participate in regular meetings with DC vendors / facilities and other team managers to collaborate on initiatives and/or issues that need resolved.

Manage/Plan server deployments to optimize power, cooling space and network

Develop, analyze, and report on monthly metrics statistics for the Data Centre Operations team Track issues and analyze data looking for trends and systemic issues

Implement process improvements and inform best practices in data center operations. Manage team responsible for data backup and restores

Propose and manage projects, driving process improvements in support of the business.

Supervising team of data center operators in support of continuous business operations (24/7/365).Play a key role in system uptime disaster recovery and High Availability initiatives

Operations Management:

High compliance to agreed SOW – To meet / exceed agreed SLA/KPI targets

Delivery of Services based on ITIL V3 framework covering Service desk, End user management and Data center domains – ( Wintel, Unix, Storage, Backup, Network, Security, Database and Middleware towers)

Management of Day to Day operations enabling systems to be highly available.

Carry end to end responsibility for IT Service management in Service Operations – Being responsible for effective Asset / Vendor management

Able to identify, track and mitigate risk – Operational / Technical / Program related.

Conducting root-cause analysis and providing service improvement plans for repeated escalations

MICROSOFT INDIA PVT LTD –AAFLUENT GOBAL SERVICES

Designation: Delivery Lead for Manage Services May 2016 till 28th Feb 2018

Handle teams working 24/7 support, Major Incident Mgmt, Problem Mgmt and SD

Worked on power shell for data analysis and working on scripts if any errors with project team.

Responsible for overall Strategy, SLAs, Quality, Service Delivery, P&L and Productivity of Delivery team.

Review Bi-weekly SD Performance with Leadership team on SLAs, Identify gaps and ensure Performance is improved.

Has set up Major Incident Management Team with Focus on Major Incidents, Multi-Customer outages, Internal outages

Streamlined the Major Incident Management Process leading to improved confidence from Leadership team & Clients.

Taken initiative in reducing the repeated alerts by monitoring closely and analyzing the reasons for reoccurring alerts.

As a Problem Manager drive the RCA preparation, deliver RCA to Client as per SLA and Review RCAs in a weekly meeting.

Review CSAT surveys and survey feedback as part of the continuous improvement drive on services.

Engaged and been part of SRT and CWT calls whenever the risk was high.

Collecting, collating and carrying out complex data analysis in support of management and customer requests.

Fast Track Center – Delivery Lead

Responsible for transitioning migration from on premise to Cloud.

Efficiently handling escalations.

Handling calls with clients across 3 different regions.

Assigned migrations requests to the migrators as per the skills set.

Automated reports for turnaround time and for customer visibility.

TECH MAHINDRA INDIA PVT LTD, (TECH M)

Designation: ITIL Process Consultant and Statistical Analyst from Sept 2013 and Sept 2015.

Domain: Financial Services (GE) - Pharmaceutical Industry (GSK) - Manufacturing and Non-Manufacturing (VCC)

Managing resources to meet daily delivery schedules.

Providing guidance to subordinates on company goals and policy.

Monitoring staff to ensure the prompt resolution to all client queries.

Data entry, data auditing, creating data reports & monitoring all data for accuracy for Management & customer.

Advising on the suitability of methodologies and suggesting improvements.

Carrying out specified data processing and statistical techniques.

Settle on the methodologies and procedures for carrying out effectual data analysis.

Carry out analysis of the given data and draw correct inferences, in keeping the objectives of the analysis.

Responsible for handling workshops and conducting training on ITIL process.

Defining, deploying and implementing processes aligned to ITIL framework.

Make effective decisions; acts decisively; anticipates future needs; and Collaborates with team members to obtain their perspectives.

Performing Metrics/KPI data collection related to the processes deployed, drive analysis and improvements based on them.

Responsible for process improvements and productivity and also define the scope of work

Attend Project Review Meeting and Client's review meetings and also review the achievement of service levels.

Computer Sciences Corporation INDIA PVT LTD, (CSC)

Designation: Senior Analyst for AON and Zurich account from May 8th 2008 to Jan 7th 2013.

Domain: Banking and financial services and Insurance

Single point of contact for all escalations in Incident management and Workflow for Aon (client). As an Analyst & Queue coordinator, responsible for resolution of various service requests and issues raised by the service request Co-coordinators.

Acting as an interface between the client and the product line services on all priority Issues (P1, P2, P3, P4, and P5).

Responsible for conducting weekly / monthly meetings among the product Line staff to discuss progress, issues and concerns and also ensure that the best practices are shared among the members of the account.

Responsible for handling various requests from client and ensuring that SLA is met at all levels. Also ensured that backup plan is available in case of any emergency. Also used to prepare weekly roaster for the team members regarding their shift timings.

Focal point of contact from the clients and customers & taking up requests, questions and escalations from the customer.

Accountability for all service management deliverables and client satisfaction is one of the most important KRAs of the job. Have been pro active in terms of responding to client requests and getting them resolved within the required SLAs.

Manage the flow of work by ensuring Change Order are appropriately assigned and prioritized.

Coordinate with the customer support monitor (CSM) to manage overall workflow as necessary. Redirect incorrectly assigned transactions to CSM for reassignment.

Maintain primary responsibility for service level compliance throughout the fulfillment Cycle.

Watch for transaction patterns that may indicate a more serious root cause, notify the CSM and report findings to management, or bring such findings forward in the Daily Service Review meeting for coordination and knowledge-sharing.

Drive knowledge management and continuous upgrading of skill set of the team.

The job demands ability to multi task and a pro-active approach in order to ensure customer satisfaction and 100% compliance.

SATYAM SERVICES INDIA LTD:

Designation: Service Executive from Sept 2007 to May 2008.

Domain: Telecom Services

Assist in scheduling and coordinating team activities.

Taking the problems from time to time and providing resolutions for their issues, escalating to Level II support Tech teams.

Trained for VOL Process and then promoted me to Satyam Computer Service as an

Associate in the finance department.

Facilitate process training to the team members as and when required

Used to prepare reports of invoices numbers and the invoice amount of the clients.

HSBC BPO:

Designation: Customer Service Executive from June 2005 to Sept 2007.

Domain: Banking and Financial Services

Dealing with customer queries through e-mails.

Deputized line manager in his absence. (Back up TL).

Writing free format letters to the customers addressing their concerns

Motivate the team to focus on higher customer service and accuracy.

Identified areas of development and discussed solutions in daily devotions.

Trained new team members on all process related queries.

Fastdeal Corporation, ICICI Bank.

Designation: Business coordinator from June 2004 to Nov 2004 .

Interacting with customers to offer car loans.

Attract customers with good liabilities.

Dealing with banks to help customers.

CERTIFICATIONS & TRAININGS.

ITIL V3 Foundation Certified.(XXXXXX)

Leadership training conducted by Satyam BPO Services.

Attended Project Management Professional Training –PMP

EXPERTISE IN

Workflow Management, Incident, Problem and Change management

Data Management and Service Level Management

Coaching and Mentoring

People Skills: Leadership, Communication and Collaboration

Subject Matter Expertise

Strategic Planning

Decision-Making

ITIL Tools - BMC Remedy, Service now, kana, Jira, MS Solve Service Manager and CA Unicenter

Data Management Tool: Deep expertise in MS Excel.

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