Management Project Manager

Gourab Mitra

Mobile: +919*********; +919*********;

Landline: +91-33-244*****;

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

Passport: F9529481

IIM Calcutta Alumni and MCA with ITIL V3 Foundation- Project Manager, ISO 27001, Lead Auditing, Lotus Notes Certifications with experience in Service Management and Systems Integration & Technology, SDLC, Development and Service Delivery suited for challenging technical/ techno-functional, project management, IT Service Management and Service Delivery roles.

Professional Abridgement:

• A dynamic individual with experience in Business Analysis, Data Analysis, Project Management, IT Service Management (ITSM) and Operations.

• ITIL Consulting and ISO 20000 and ISO 27001 experience.

• An effective communicator with exceptional relationship management skills with ability to relate to people at any level of business.

• A professional in IT Project Management, IT Service Management, Service Resolution Management in Systems Integration & Technology, Build and Release Management.

• Building a team that effectively supports client programs, products and services. Driving the development of superior customer service and high performance. Expertise at creating presentations, documentations, trainings and manuals.

• Training/developing, motivating, coaching, evaluating team members.

A keen planner, strategist & implementer with demonstrated abilities in IT Project Management, IT Support & Infrastructure Planning and management for streamlining business operations.

Proven skills in managing teams to work in sync with the corporate objectives & motivating them for achieving business and individual goals.

Good communication, collaboration & team building skills with proficiency at grasping new technical concepts quickly and utilize the same in a productive manner.

Demonstrate high motivation, pro-active approaches, and ability to maximize team productivity.

Team management for projects, data coordination, collation and meeting stringent deadlines for delivery.

IT Project Management for end to end Software Development Life Cycle.

Project Manager responsible for Business Transformation in IT.

Planning , implementation and support for HP Service Manager, Connect IT and BMC Remedy.

Project Management pertaining to Cognos Development, Program Management Portal Development and Metrics, Client Health and Scorecard Application Development.

Exposure to Industry Verticals like Banking, Finance (BFSI), Manufacturing and Retail.

Exposure to Service Level Agreement and SLA Management.

Business Analysis, Process Delivery and preparation of SLA.

Imparting functional training as per client requirements- product training and end-user training.

EDUCATION, CERTIFICATION and APPRECIATIONS

• 2007-University rank holder (8th ) in MCA

• 2004-University Rank Holder (11th ) in BCA

• 2007-Received recognition as the best emerging performer in the HSBC BCM Team

• ITIL V3 Foundation Certified Professional

• TWB Fundamental Certification holder in Technical Writing

• IBM Certified Associate System Administrator - Lotus Notes and Domino 8

• ISO/IEC 27001:2005-RABQSA-IS

• ISO 19011:2002 RABQSA-AU

• ISO 19011:2002 RABQSA-TL

PROJECT MANAGER- Service Delivery Management , Change Management, Project Implementation, ETL, Data Warehousing and Cognos, Application Portfolio Management, Infrastructure Management, CIO Business Transformation and Program Management ------ IBM

• Manage 10 Technical Experts who are leading different technical endeavors providing platform support to various customers/accounts.

• Ensure positive customer satisfaction and customer relationship is maintained.

• Manage delivering to contract performance standards and client measurements.

• Drive/manage service quality and improvement of service delivery processes.

• Continually identify ways to reduce cost of delivering the services and improve service.

• Drive/participate and coordinate crisis management.

• Drive/participate and coordinate audit readiness.

• Ensure execution of disciplines and ensure GDF transformations

• People management responsibilities (Enablement, Growth, Performance etc.)

• Creating a positive environment through leadership, coaching, mentoring etc

• Develop technical talent and leadership in the team

• Encouraging innovations and best practices.

• Focus on personal and professional development and appropriate certifications for team members.

• Analyze data and present with analysis results.

• Overall responsibility of service delivery in the accounts.

• Overall responsibility of GDF delivery.

• Prepare Future leadership pipeline for the organization. Identifying right leaders, Mentoring and coaching them for future leadership challenges.

• Responsible for the Compliance & Quality at the competency level (Process/procedure documentation, Work instructions, Incoming ticket reduction, Transaction Quality Improvement)

• Own & Deploy transformation projects to for Delivery efficiency.

• Own and add value in evaluation of Delivery Readiness review, RFC approval, Job responsibility reviews and Management of the same. Communicate to appropriate levels on the same.

• Contribute and/or lead implementation of strategic initiatives.

• Own and Represent Service as part of pre sales support by working with Account management team.

• Overall responsibility of ensuring Compliance and control posture in GREEN status.

Project Manager for the following projects:

• ASCA (Application Systems Control and Auditability)

• SPEED (Lotus Notes Service Catalog Application )

• Cognos Development

• Program Management Portal Development

• Metrics, Client Health and Scorecard Application Development

Direct & manage project development form beginning to end through the entire SDLC. Define project scope, goals & deliverables that support business goals in collaboration with senior management & stakeholders.

Lead and manage the development, production, support, implementation and the documentations related to the same.

1. Architectural and Environmental Overview

2. Flowchart with Identified Control Points and Associated Procedures

3. Separation of Duties (SOD) Evaluation

4. Access Management and Security

5. System Management Controls

6. Data Conversion and Migration Plan

7. Data Security and Privacy

8. Testing

9. Disaster Recovery Plan

10. Implementation

11. Audit Trails

• Interview key Subject Matter experts to assimilate and document process flowcharts required.

• Manage meetings with Core team members and Application Experts to review and validation.

• Meeting with internal auditors.

• Backup/Shadow SPEED Application Operations and Support Manage to ensure compliance

Provide leadership, and execute key disciplines to ensure the ongoing vitality of assigned application portfolio.

This includes:

• New solution and Change requests are evaluated, prioritized, and staffed with speed and quality. Value/benefit delivered to the user community is optimized. Issues surfaced by users and management are addressed in a timely and quality manner. Application hosting, security, and user standards compliance is maintained.

• Play a leadership role as manager of assigned Business Transformation team/s, initiatives and projects.

• Perform Business Analysis, and Provide leadership and expertise for process transformation and optimization projects.

• Perform project and program management for the development, administration and support for assigned application portfolios.

• Evaluate application health with respect to hosting/security standards issues.

• Assure effectiveness of assigned process (i.e., Contract Mgt, Resource Management, Opportunity Management, Compliance, etc)

• Define Tool/System functional business requirements, interface, administration and business controls.

• Drive continuous improvement in both processes and tools.

• Interface with Development Team, Admin/System Support Team, IT Cost Manager as well as with the Business Line's focal points, process owners, executives, key users and other subject matter experts to ensure functions are reported within deadlines, targets and other specifics in a streamlined manner.

• Manage the project for Business Transformation in IT from POST to PGMS and PGMP. Managing a team for requirement analysis and development of Cognos Development, Program Management Portal Development and Metrics, Client Health and Scorecard Application Development.

• Single point of contact, and be the advocate between Service Delivery and the account team.

• Ensure positive customer satisfaction and maintain customer relationship

• Manage delivering to contract performance standards and client measurements.

• Drive/manage service quality and improvement of service delivery processes.

• Continually identify ways to reduce cost of delivering the services and improve service.

• Drive/participate and coordinate crisis management and audit readiness. People management responsibilities.

• Ability to analyze data and Present the same.

• Implementation of the project through all stages.

• Facilitate the delivery of the Solution Maturing phase of the project by managing the development and approval of Server Solutions Organisation detailed/matured Technical Solution Document ready for the Implementation phase of the project

• Develop detailed implementation plans using account specific tools to enable delivery of the Technical Solution Document

• Conduct Project Definition Workshops with all the stakeholders and produce the written report - the Project Definition Report.

• Work with the Delivery Integration Team to ensure that all relevant Teams within IBM and alliance teams are engaged to deliver the service at Implementation

• Responsible for coordination of infrastructure implementation/integration

• Estimate initial project cost and timing with the help of project team members of different geographies or customers as desired.

• Engage and manage technical resources to deliver the project plan and acquire budget approval to all Project Costs - hardware & software spend, resource costs, floor space, licenses etc..

• Create necessary documents with attention to quality and adhere to the account specific process requirements

• Follow Account specific Project change review process and submit Project change requests

• Agreeing about deliverables/milestones and report project progress to the account specific management in place on the particular project.

• Chair regular Technical Project Review Meetings, Customer facing Meetings (if required), attend Review Meetings and produce all documentation and minutes as appropriate.

• Manage risks and issues impacting project deliverables

• Maintain all required documentation in a central repository (Project Control Book and Team Room)

• Escalate relevant issues and risks in accordance to the Project Issue and Risk Management Procedure and the account specific Process.

• To manage all changes in accordance to the Change Management Process so preventing the implementation of unauthorized changes and cost exposures.

• Acts as primary interface to the customer, other vendors and all IBM and alliance personnel associated with the project.

• Change management and Process management

Process Management

1. Standardize processes across competencies/BU’s

2. Ensure proper process implementation and transition handover for any new services.

3. Ensure on time review of all processes

Gap analysis vis-a-vis ITIL /SOX/LEAN Account Processes and action Plan to close any gaps

• Set up and Lead execution of change projects

• Manage Service Delivery through large teams working in multiple work streams

• Support in proposal response and business development and change initiatives

• Support growth of the Change Management offering group by participating in development of assets and innovative thinking

• Provide thought leadership in the area of Change Management

1. Proactive Incident Identification / Proactive Problem Management

2. Implement defect prevention process to bring down number of Sev1, Sev2 Incidents and the problem tickets causing changes.

3. Drive continuous improvement activities such as RCA, PIR and error reduction

4. Reasons for missed SLA to be tracked and documented

5. Regular reporting on the status of the change requests.

6. Ensure the reasons for Failed / Cancelled / Backed out / Rescheduled changes are correctly documented

7. All metrics specified below to be tracked and improved

Approved Changes, Incident Free Changes, Change Success Rate, Closed Changes Within Target, Urgent Changes, Mean Time to Recover Major Incidents, Proactive Incident Identification, MTTR Sev 1, MTTR Sev 2, Unidentified Root Cause Major Incidents, Proportion of Capacity Related Incidents

Configuration/Release Management

1. Ensure Configuration and Release processes are rolled out as per the defined process

2. Ensure Incident and Change records are correctly linked to the CIs.

3.Ensure unknown CIs are only for new assets. There should be no unknown CI for Incidents and Changes for existing assets.

4. Responsible for management of development and support of applications throughout the entire SDLC , Data Warehousing and ETL processes.

PROBLEM MANAGER - ITIL CONSULTING - BUSINESS ANALYST – TECHNOLOGY – THOMSON REUTERS

• Promoted to Senior Problem Analyst- ITIL Consultant- Business Analyst – Technology role within 1 year.

• Provide Subject Matter Expertise support to Problem Analyst(s) (including training where applicable).

• Manage GSF and BaU Sev 1 & 2 case volumes in line with GSF expectations in line with Service Management metrics

• Pro-actively trend Problem cases within area of responsibility.

• Provide in-depth Root Cause analysis and Correction actions and Known Errors through reports (PIRs) to both peer and senior management.

• Demonstrate process maturity across active cases

• Demonstrate clear understanding of the business requirements within their area of responsibility (SARR).

• Identify areas and implement Process compliance (ITIL Maturity / ISO).

• Follow service management compliance and manage case load using defined priority and escalation procedures

• Planning, implementation and support of HP Service Center, HP Service Manager Hp Open View and BMC Remedy and testing enhancements for the same.

• Work as Process Champion / SME/ Subject Matter Expert.

• Ensure quality of services of all processes according to established global standards

• Track and publish problem data to ensure problems are resolved quickly and effectively

• Instigate forums with appropriate groups to conduct and drive Root Cause Analysis of service affecting problems, ensuring actions are delivered within agreed timescales

• Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the 'Trend Analysis' process.

• Liaise with Service groups in order to produce and publish service Incident Customer Statements

• Contribute to weekly Service review meetings; Chair daily Service review meetings, as required.

• Advise decision makers in Development and TechOps on appropriate course of action to manage service risk appropriately.

• Key member of proactive service improvement recommendations and plans working with ISMs, Problem Management Team, RT TechOps and development.

• Part of the approval process for new projects , initiatives and strategies that may have any impact on service

• Individual Contributor to the Service Improvement Program across Technology Operations and the business, and ensure that optimum customer service is obtained.

• Providing regular/ad hoc analytic reports on Service performance/trends for reviews by key business stakeholders and management

• Ensure that service decisions / solutions account for and influence broader strategic direction

• Take responsibility for selected key projects / activities within projects and provide senior management bandwidth within the organization

• Build and maintain effective relationships within the business / development and broader Technology Operations organization.

• Managing a team of 9 people in the Problem Management Group.

• Map the requirements of the customer to the capabilities of the ITSM tool.

• Asses and analyze the current IT environment and generate knowledge about the current support processes to do Mapping and Gap analysis

• Design the “desired process” for each ITSM tool module defining the workflow, policy, data input, output, KPI, measurements, roles and responsibilities. This desired process is signed off by process owner. (design To Be)

• Translating the process document will into functional specification defining workflow function in ITSM tool.

• Preparing documentation for ITSM tool showing all the settings and configuration.

• End user manual preparation and training.

• Regular interaction with process owners ITSM implementing team/Technical consultant for CSI initiatives.

• Stakeholder for CAB (Change Advisory Board) meetings & CAB-EC. SME for both process and Infrastructure. Trainer for all new joiners.

• Monitor compliance to the specific service management process

• Control gathering of process metrics and documentation

• Interpreting, evaluating and investigating process metrics

• Acting as the interface between service users and service delivery for correct approval, prioritization and resolution where appropriate

• Conducting, investigating, escalating and resolving problems

• Assist team with reviewing processes and redesigning procedures, on an ongoing basis to improve efficiency, and socializing changes across all teams.

• Ensure preventative action is taken to prevent problems being replicated from one system / environment to another

• Drive problem identification and root cause analysis

• Ensure that records are analyzed to determine trends, feedback is provided to testing, training and documentation to prevent problem recurrence and management reports are prepared on a regular basis

• Provide problem trend and root cause analysis reports to identify recurring incidents and underlying problems to ensure effective solutions are put in place

• Ensure that problem and service request records are monitored, tracked and analyzed from initial recognition to final resolution, in order to determine trends, training needs and documentation required to build a knowledge base

• Ensure root cause analysis data is captured in Service desk tool , along with other post-incident information required for monthly reporting.

• Correlate recurring incidents to problems and provide feedback to application teams for possible requests to change application

• Produce post incident reports draft for major incidents within SLA

• Produce post incident final draft for within SLA, as agreed.

• Schedule changes to optimize major change to the organization

• Receive, log and filter Requests For Change using the Change Management tool

• Update and maintain the Forward Schedule of Changes

• Liaise with Change Requesters to ensure company’s Change Management process is adhered to

• Schedule changes to optimize major change to the organization

• Provide assistance to Operational teams to control and manage the initiation, implementation and review of all proposed changes to the company’s environment

• Provide assistance to Project Managers to ensure that change and problem control measures are included in project scoping, project change requests are managed in line with priorities

• Liaise with regional BAU service management teams to ensure control and manage the initiation, implementation and review of all proposed changes to the company’s environment

• Represent regional changes to the weekly CAB

• Represent international changes to the weekly CAB

• Monitor Configuration Management practices across the organization

• Ensure the CMDB reflects the authorized state of the IT infrastructure and services

• Organize regular checks of the status of the CMDB against the installed systems

• Ensure all staff are familiar with and follow the Configuration Management policies and processes

• Distribute reports and management information on the CMDB

• Escalation of Major Incidents and Events as per the agreed process

• Follow up of major incidents and outages

• Co-ordinate and manage IT recovery from any major incident affecting any of the company’s Operating Company sites

• Report on regular basis the major incidents and RCA

ADMINISTRATOR - TEAM LEAD – HINDALCO - MPRS LOGISTICS CARE

• Analysis of data

• End-to-end grasp of the entire software development life cycle (SDLC)

• Conducting trainings.Creating production and analysis report; Analyzing client business requirements. Communication with customers on new feature release; Tracking and improving product performance and uptime. Process development - work in co-ordination with development teams and other aligned teams for application development, build and release.

• Writing Documents like User Manuals, MIS reporting, Automation using Excel and Access. Producing performance reports, performance management and improvement. Performing Incident Management, Release Management, Build Management, Asset Management

• IT Service Management, sending communications, service management maintaining SLAs and preparation of reports on weekly and monthly basis. Configuration Management and CMDB exposure; Resolution of all problems and implementation of changes. Manage all problems in accordance with the Problem & Change Management processes. Minimize the impact of problems on the availability of services.

• Ensure the quality, accuracy & timely resolution of Problems. Manage the root cause analysis process for problems that affect availability. Responsibility for the creation, coordination, consolidation and monitoring of change schedules.

• Responsibility for ensuring that all Changes are appropriately documented, approved & accurate and implementation of changes on time; Produce Problem & Change management statistics.Drive Backlog Reduction, Effective queue management and ensure high-standard of service quality as per the stated KPI/Target .

• Lotus Notes Domino client and server administration and customization..

ANALYST - HSBC HDPI

• Windows Firewall Configuration, Incident, Service and Request Management

• Remote Application Support

• Lotus Notes Domino Client and Server Configuration and Troubleshooting

• MS Outlook and Ms Exchange Support

• Supporting Telecom, ISP, Mainframe and Unix.

• Lotus Notes Server: Reinitializing Server Sessions

• Citrix Management Console and Citrix Administration

• Blackberry Support, Bramble, IPSecDialer, Ipass, VPN, RSA Secure ID Admin

• Java Applications Support and SQL Database Support

• Peregrine Service Centre- CRM and Global Service Desk- CRM support.

• Taking active part in migration management from PSC to GSD.

• Updating the KB with new resolutions to various issues from time to time.

• Active Directory (AD) User Administration

• Taking part in service management.

• Evaluation of new tools, preparation and reviewing of test cases, test documentations, software development process audits.

• Release and Build Management, software packaging.

OTHER PROJECT DETAILS

• Title- Personnel Planning and Recruitment. Tools Used: JAVA, JSP/Oracle9i

• Title- Student Information System. Tools Used: JSP/Oracle9i.

• Complaint and Call Monitoring and Work Status Updating. Tools Used: VB6.0/MS-Excel

• Repairing and Warehouse Automation System. Tools Used: VB6.0/MS-SQL

TECHNICAL SKILL SET

Languages C++, Core Java, J2EE, VB 6.0

Project Management MS Project, MS Visio

Databases Oracle 9i, MS-Access, SQL 2000

Scripting Perl Scripting, Shell Scripting, Unix

Systems Unix, Linux, Vax/VMS, Windows

Analytics/BI Tools SAS, SPSS, Swindon, Gloucester, Cognos

Framework/ IDE MVC, Eclipse

ITSM BMC Remedy, Peregrine, HPSM, HP Service Manager, HPOV, Service-Now

Conceptual Skills Knowledge of TCP/IP, RDBMS, DDBMS

Application Package Flash, Photoshop, MS-Office, Robohelp, CaptureWizPro, Adobe Captivate

EDUCATIONAL CREDENTIALS

EXAMINATION BOARD/ UNIVERSITY PERCENTAGE

Executive Program in Management Indian Institute of Management, Calcutta - IIM Calcutta 85

M.C.A.

West Bengal University of Technology 83

B.C.A. West Bengal University of Technology 73.8

Higher Secondary W.B.C.H.S.E. 56.9

Secondary W.B.B.S.E. 77.125

Additional Requisite Personal Information

Languages Known: English, Hindi and Bengali

Present Address: 213, 3rd Floor, 11th B Cross, 14th Main, J.P. Nagar 2nd Phase, Bangalore-560078.

Permanent Address: 17, S.N.Chatterjee Road, Kolkata- 700038,West Bengal, India

Father’s Name: Mr. Madhusudan Mitra

References: Samples and References available on request

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