Senior ITIL Lead - ServiceNow & Asset Management Expert
Resume:
Vasanth Kumar Chellan
Senior ITIL Professional
SUMMARY
Proficient and Dynamic Technology Professional with 14+ years of expertise in leading full project life cycle IT service and asset management teams, initiatives and process transformation efforts. An experienced ITIL, Integrations and Infrastructure Management Architect with a proven background in project leadership and services delivery for complex enterprise IT asset, software, services, facility, contract management, portal, web and reporting services projects.
Experience includes advanced knowledge, understanding and implementation experience with ServiceNow IT Asset Management, ITIL, CMDB, Discovery, Orchestration and Service Catalog solutions, best practices and industry trends. Proven track record of working in a fast - paced environment and demonstrating strong complex problem-solving skills.
EXPERIENCE
Engineering Lead Jul 2021 - Present
Persistent Systems Limited
Persistent Systems’ Managed Services Methodology: Offers operational support services for applications engineered by Persistent in a managed services model. This includes procedures like operations management, change management, problem management, incident management, continuous development and deployment, reports and dashboards, compliance (HIPAA, PHI, PCI, PI), test automation, self-service, artificial intelligence, service level agreements (SLA), key performance indicators (KPI), ticketing system and alerts (ServiceNow), and performance and issue monitoring.
Persistent Data Governance and Management solution: This provides a single, 360-degree view of enterprise data, enabling companies to derive timely business insights while meeting regulatory compliance. The solution unifies information across enterprise-wide data sources, ensures data accuracy and consistency, and delivers a complete view of trusted, high-quality data. It includes Persistent’s data experience Hub, a suite of configurable, ready-to-use, pre-integrated accelerators and solutions, bolsters the ability to monetize, govern and secure the data faster.
Working as an Engineering Lead/ ITIL Process Consultant Act as PMO for the department and coordinated with PMO at organization level. Analyzed the processes directed towards strategic business and other organizational objectives. Managed work intake by business from PROMPT Work Intake Tool including the budgeting of projects.
Shown a comparative level of maturity of processes based on the industry recognized & accepted CMMI mechanism i.e., Initiation, Awareness, Control, Integration, Optimization. Implemented & Managed IT Governance Risk & ITSM processes & tools for customers of varying sizes with varying needs & challenges. Experience in designing workflows in ServiceNow and implementing them with developers.
CONTACT
Bangalore, India
**************@*****.***
EXPERTISE
ITIL Process Implementation
SDLC
IT Service Management
Process Consultant
Change Management
Service Modeling Architecture
Service Mapping
LOCATION
EDUCATION
Bachelors in Mechanical Engineering May 2008
VTU, Belgaum, India
CERTIFICATIONS
ITIL 4 Managing Professional Transition
ITIL V3 Intermediate
Certified Scrum Master (CSM)
ITIL V4 Foundation
ITIL V3 Foundation
PERSONAL DETAILS
Languages Known: English, Hindi, Kannada, and Tamil.
Address: Block B- 102, Dharani Residency, 2nd main, 7th cross, Yerranapalya, Ramamurthy Nagar, Bangalore - 560016
Project Manager, Service Management Sep 2017 - Jun 2021
Dell Technologies
ITSM Principal Service Manager
Led a team of Problem Managers, Change Managers, Incident Managers and Proactive Incident Management. Trained and deployed new resources as Problem Managers.
Prepared and tracked various sub-plans of the project plan such as Project Charter, Project Schedule, Communication plan, Release plan, Issue log, Risk Management Plan, Change Management Plan and change orders and Resource Management plan.
Maintained continuous alignment of program scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent
Documented process scope, business objectives and systems requirements. Described approved key performance indicators for the documented process.
Involved in Automation Labs for implementing packages and best practices/ solutions across applications. Implemented processes and various continuous improvement programs.
Drove Proactive Incident Management process through monitoring and self-healing platforms such as Nexthink, Systrack, Adaptiva etc.
Provided open platform for new idea generations towards automation and service improvement. Implemented Lean method to reduce FTE and decrease/save effective cost.
Senior Systems Engineer Jan 2016 - Feb 2017
CGI India Pvt. Ltd.
Team Manager, Change Management
Lead transition efforts for all Incident, Change and Problem Management processes from Canada to India
Managed Changes ensuring adherence to ITIL and Change policies for all Product Lines. Reviewed and analyzed supporting documentation such as, change implementation plans and supporting documentation for more detailed description on any potential business impact.
Reviewed all implemented Changes and outstanding CRs for appropriate status. CAB meetings to discuss release scope and/or roadblocks.
Produced regular and accurate management reports. Maintained for Daily, Weekly & Monthly reports, trending for quality improvements.
Built the deployment strategy and all ancillary support materials for the successful rollout of a new employee performance dashboard used daily.
Consulted with Senior Change Leadership to establish an in-house, standardized change management practice, which was adopted by the Project Management Office (PMO).
Worked with product and service owners to ensure changes are managed throughout their lifecycle, from creation, documentation, assessment, implementation to review.
Analyzed incident trends to identify volumes caused by unauthorized changes.
Change Manager Dec 2009 - Dec 2016
IBM India Pvt. Ltd.
Lead ITSM Manager / ServiceNow Process Manager
●Integrated delivery service focal for client reporting on all changes initiated by client for implementation
●Process Manager for Service Now transition into current ITSM setup i.e., migration from Maximo to ServiceNow
●Lead Service Review calls with leadership, understanding risks and contributing to service level management as a stretch role.
●Ensuring compliance to the Change Management Process, Procedures and Policies by all participants
●Conducting Change Advisory Board and Customer Technical Review meetings
●Communicating inefficiencies, deficiencies, and improvement opportunities related to the process to the Service Delivery Manager as part of Continual Service Improvement.
●Monitoring to ensure change records are closed within criteria and escalate non-conformance to offending team manager with proper documentation.
●Working with Service Delivery Manager to assist with the creation of RCA documents for failed changes and ensuring effective preventative action plans are identified and followed up.
●Preparing weekly reports on all changes with implementation results and forward schedule of upcoming ones. (Using Cognos and ServiceNow reporting tool)
●Training new employees/resources on the usage of Change Process, procedures and relevant tools.
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