SUMMARY:

• 9+ years of experience in ITIL V3 driven Process consulting.
• 10+ years of experience in ITSM and Managed Services.
• 15+ years of experience in Project/Program Management.
• 25+ years of experience in the IT Industry.
• Excellent communication and interpersonal skills.
• Practicing and result oriented IT Service Management Process consultant working with multiple clients to achieve the production platform stability, end user satisfaction leveraging industry standard ITIL processes and outcome driven methodologies in a global delivery context.
• Extensive experience in IT development, support and transition in a globally distributed model with major clients in US and Europe in Airlines, B&FS, Energy, Healthcare, Insurance, Manufacturing, Retail verticals.
• Successfully drove ITSM Process Transformation in complex IT and governance environments to support stabilization and demonstrate measurable Continuous Improvement.
• Ensure adequate process documentation, rationalization and improvement using the industry best practices.
• Aligning processes to performance measurement and auditability to outcome driven process improvement.
• Multiple successful ITSM Process improvements initiatives in all the 11 process areas and support to migration on different ITSM tools like Remedy and ServiceNow.
• Identification of process gaps in Service operation and transition processes including Service Introduction Management through projects.
• Rationalization of processes to support full inter - process operability
• Introduction of Service Integration and Management in a multi-vendor environment.
• Lead and mentor teams to appreciate and practice the ITIL driven continuous improvement process framework.

PROFESSIONAL EXPERIENCE:

Confidential

ITSM Process Global Lead

Responsibilities:

• Incident Management Service Request Management and Service Catalog Problem Management Change and Releasement Management Service Asset and Configuration Management Business Services modelling and CMDB planning and Identification Service Level Management and Reporting UAT support and of IT users. End Client: One of the largest Confidential Company Completed Transition of the ITSM Cross Functional Services involving Incident, Major/Critical Incident, Problem, Change, Release and Service Level Management to Confidential teams across 15 towers in US, Mexico and India and completed the Transfer of Accountability to Confidential in Nov 2015. Trained and rolled out the process framework to all the Technology towers; App. Dev, Infrastructure, Networks, Tools etc.
• Worked as a lead member of the Client - Confidential core transformation team to complete the process standardization and specifications on IM for implementation and migration to ServiceNow. Incident Management module is rolled out successfully and stabilized in February 2016. the process specifications on the PM and CM for implementation and migration to ServiceNow due for roll-out in June 2016. Created the Continual Improvement roadmap with Service Level Management

Independent Consulting

Senior Consultant and Advisor

Responsibilities:

• Incident, Problem, Change and Release Management
• Asset Management and CMDB
• Mentor and train operational teams in processes and support them to attain maturity.
• Facilitate maturity of processes by working hand-in-hand with the IT users (Development, Testing and Infrastructure) and Remedy Team. Achieved the process compliance to 98%
• Develop ITIL driven Managed Services solutions for IT Service Providers.
• Manage Services, Service Operation and Service Transition program management for migration to ServiceNow

Confidential

Director - Managed Services

Responsibilities:

• Presales support to close large Managed Services deals in the application managed services in multiple verticals (new and existing clients).
• Discovery and due diligence and the portfolio analysis to formulate the service strategy, estimation and transition to managed services.
• Service design involving inter-function aligned service catalogs, SLA hierarchies and transition roadmap.
• ROI calculation and business case support to clients.
• Developed ITIL driven managed services methodology & framework and managed complex transitions.
• Develop and tailor service delivery processes with major focus on Service Operation, Transition, SLM and Continuous Improvement to improve customer satisfaction.
• Train and mentor clients and internal stakeholders to understand managed services and its value in US and Europe.

Confidential

Sr. Manager - Managed Services Solutions and Transition

Responsibilities:

• Presales support to close large managed services deals in the application managed services in multiple verticals.
• Portfolio/program analysis for estimation and transition to managed services.
• Service Design including catalogue, processes, value analysis and transition roadmap development.
• Managed Services Transition from the client/other vendors to UST delivery teams and support stabilization.
• Manage and lead complex transitions on multiple support engagements in US and Europe covering Retail, Financial Services and Manufacturing verticals.
• Ensure adequate knowledge acquisition, hands on and documentation.
• Joint transition risk management with key stakeholders.
• Support the following leveraging industry standard frameworks from ITIL, PMI and QAI.
• Service Operation
• Development and implementation of Incident and Problem Management processes for Applications support, Infrastructure, Networks etc.
• Root Cause Analysis using Functional trees and Ishikawa diagrams, Identify Repeated Errors, Develop Known Error Databases.
• Service Transition
• Development and implementation of Demand & Prioritization, Change management, Development, Testing, Release and Asset & Configuration Management
• Service Level Management
• Outcome Management planning, metrics and reporting
• Detailed analysis of metrics using advanced Excel functions and ITSM tools.
• Adaptation of ITIL compliant tools like SM9, Symphony to support MS processes and Metrics.
• Continuous ImprovementPost transition stabilization, audits and continuous improvement assessment.
• Formulate solutions/projects to clear/reduce the problem backlog.
• Optimize and innovate to reduce incidents and increase business value.

Confidential

Senior Transition Manager

Responsibilities:

• Managed transition of the 200 major applications replacing about 50 resources.
• Documented the acquired knowledge, reviewed & approved by business and IT SMEs and published on the client’s collaborative platform.
• Supported refining integrated processes and outcome management plan, metrics and KPIs to drive SLA driven service delivery under managed capacity model.

Confidential

Senior Transition Manager and Process Consultant (ADM)

Responsibilities:

• Transition of inflight development project on Oracle Financials platform (with 35 major business processes) with numerous interfaces with legacy and COTS packages.
• Development included code refactoring of the poorly performing application and zero customer satisfaction (not performing as per BRD).
• Supported client in reviewing, documenting and analyzing the existing development, QA and Testing.
• Developed/Extended and Refined and documented improved Development and QA processes from Requirements capture to System Testing using the CMMI framework. Supported client to select Software Configuration Management with build support and the QA & Testing Management Tools.
• Defined the Development and testing process interfaces with Change Management and Release Management processes in the service lifecycle (integration of development and support in SM9 to manage the Service Delivery Lifecycle).
• Developed the Outcome Management Plan, metrics and KPIs to drive SLA driven service delivery life cycle.
• Supported enhancements of the ITIL compliant SM9 (Service Management Tool from HP) tool with the refined CMDB (Configuration Management Data Base) and work flows to facilitate metrics and KPI reporting
• Managed transition of a Corporate Financial System implemented by a different vendor under Oracle Financials with a large defect backlog and helped client to contain project cost over-runs (Quick transition to OpEx from CapEx)

Confidential

Senior Transition/Transformation Manager ADM

Responsibilities:

• Managed transition in 3 waves for 3 lines of businesses involving 16 major application suits covering more than 1,500 applications and replacing about 250 resources.
• Supported improving integrated processes for the Application Management.
• Introduced strong Problem Management processes involving holistic Root Cause Analysis, Identification of repeated incidents and reduction of problems/workarounds in the Production Systems.
• Developed the Outcome management plan, metrics and KPIs to drive service delivery improvements.

Confidential

Senior Transition Manager AMS

Responsibilities:

• Transition of knowledge on the following application groups involving 71 applications.
• Led service delivery process improvement and documentation of Change Management, Demand Management, Incident Management, Problem Management and SDLC using ITIL framework.
• Developed metrics, KPIs and SLAs framework to monitor process effectiveness and identify improvement areas.
• Suggested enhancements to the in-house Ticket management, Demand Management (Business Change and Service requests) and Development tracking tools and created data capture templates pending tool enhancements.
• Trained the involved teams in capturing and interpreting metrics data and define SLAs/OLAs.
• Rolled out the processes and started monitoring the metrics and KPIs trends to baseline and define SLAs.

Confidential

Principal Consultant

Responsibilities:

• Provided consulting services to develop an ITIL driven end-to-end service strategy, design (includes service catalogue), process, SLM and continuous improvement framework for the global IT covering change management, application management and support, testing, release management, production support and infrastructure support.
• Supported the development and implementation of the Service Operation and Transition processes (applications, job support, infrastructure, networks, testing and release).
• Root Cause Analysis to identify repeated errors to develop Known Error Databases and recommended solutions to clear/reduce the problem backlog.
• Supported migration to ITIL compliant symphony from older versions of Remedy, Jira and home grown products.

Confidential

Sr. Engagement Manager

Responsibilities:

• Developed and managed the consulting practice at banking division and quality and testing CoE.
• Managed the team of 300 HCL personnel.
• Overall Program Management of the eMortgage System Development Program.

Confidential

Sr. Program Manager

Responsibilities:

• Advanced Solutions Group (PMO) with Cognizant Technology Solutions
• Setup PMOs on new programs.
• Managed the business analysis and requirements capture for the rewrite of the global logistics system for the largest retailer in the world.
• Program audits, PM and QA process improvement and tailoring with client processes and SDLC methodologies.
• Service to Cash (S2C) program (Beverly Enterprises) in Managed Healthcare space with Lionbridge Technologies.
• Conducted the feasibility study and supported the business case development and won the program reducing the TCO by 40%.
• Managed the program successfully from business process mapping to requirements to UAT and rollout on time.
• Having gained and documented the business knowledge, worked on the BPO solution and transition to Mumbai center.
• Integrated and mission critical Stock exchange trading product for the NYSE for Satyam Technologies.
• Manage the development of multiple components in a multi-vendor complex program.
• Integration and parallel development of multiple releases.
• Testing (white and black box).

Confidential

Director Delivery Services/Program Manager

Responsibilities:

• Managed Development Centers in US under global delivery model at Santa Fe, NM and at Troy, MI.
• Support/manage large programs covering global development and support over the Service Delivery Life Cycle to ensure delivery of the business objectives for State of NM and other platinum clients like GMAC, Aetna, Confidential, Bank One etc.
• Managed the CMM Level 3 of the onsite Troy development center.
• Presales support by RFP solution evaluation, enterprise portfolio analysis and estimation, development of RFP responses in terms of scope, acceptance criteria and closure and project/program governance.
• Represented on the Process Improvement and Review Board.
• Supported the first solution for the BPO initiative with one of the major financial vertical client, won the deal as a team and managed the transition.
• Train, mentor and support Project and Quality Managers.

Confidential

Business Project Manager

Responsibilities:

• Worked as a Business Engineer/Lead Technologist/Project Manager on Cargo LOB leadership team.
• Negotiated and worked with other functional units of the airline and the central IT department.
• Project conceptualization with business, scope and feasibility study, business case development and financial analysis (TCO, ROI and Cost and Benefit Analysis).
• Managed re-engineering and development of the new Y2K compliant International Cargo Accounting Domestic Freight Management Systems using Oracle NZ and American Airlines and ANZ teams.
• Managed support of Cargo systems with vendor partners driven by SLAs.