SUMMARY:

• 10+ Years of Experience in an ITSM/ ITIL expert, SME and Business Analyst who ensures services are delivered efficiently and effectively to business.
• Maintaining IT service delivery under ITSM / ITIL framework - IT Infrastructure & Operations.
• Understand project plans, resource planning for project delivery.
• Strong ability to manage &lead a team, Communicate clearly and appropriately with executive and Management level business partners, non-technical end users, technical subject matter experts and vendors.
• Analyze project wide operations, including performance and productivity data, error and their root causes. Strongly versed with RCA and TA for Severity 1, 2, 3, 4; outages & priority issues.Review Change Management Processes.
• Develop and recommend service and process improvements aligned to industry standards and frameworks.
• Design and develop service roadmaps and manage implementations. Ensure all systems and processes are in place.
• Providing end-to-end solutions to deliver client value.Reporting on process improvements, team performance and agreed service levels.
• Partner directly with stakeholders to define and transform the high, medium and short term level business requirements into prioritized and detailed user stories that can be executed by Development teams.
• Understand users, manage the collection, mapping and evaluation of stakeholder requirements and then aid in the effective communications of program plans, decisions, and ongoing status.Gathering and clarifying high-level business requirements with a broad set of stakeholders.
• Collaborate with other system teams and end users to ensure that major releases maximize positive impact and stability while minimizing risk.
• Identify and drive process to improve business results, product performance, and client satisfaction.
• Work on DR/BC documentation and plan.
• Prepare and Review Monthly Operational Metrics with Client.
• Have learned in various facets and information of IT in the Banking, Retail and Media & Entertainment verticals.

TECHNICAL SKILLS:

• ITSM / ITIL FrameworkIncident Management, Problem Management, Change Management, Release Management, Vendor Management, Asset Management, Configuration Management, Application Management, Service Delivery Support
• IMS PlatformsSupporting Business Application such as Citrix, Share Drives, Windows Admin, Network Lines/Devices, Global Groups, Application Admin, DR/BC Plan, Active Directory, VPN
• Business Analysis & Result Interpreting TechniquesAcceptance and Evaluation Criteria Definition, Brainstorming, Business Rules Analysis, Decision Analysis, Document Analysis, Metrics and Key Performance Indicators, Non-functional Requirements Analysis, Problem Tracking, Requirements Workshops, Scenarios and Use Cases
• Incident Management toolsPeregrine, ServiceNow, PPMC Kintana, LightHouse, Remedy
• Tools &Application ExpertiseMedia Research – Nielsen apps, Star Media apps, MediaVu, SNAP, WRAP, OneView, Claritas, SQAD, MRI, Arianna, AAS, TalkTRACK, Media Monitor, IAGRetail – RFM, SMART, MovIt, Location Manager, Retalix
• KMTechnologiesWorkflow, Content Management, Enterprise Portals, eLearningMicrosoft Share pointAdministrator, managing groups, access, etc.
• Remote access toolsNet meeting, Tivoli, RDP, SMS
• Scripting KnowledgeFlex

PROFESSIONAL EXPERIENCE:

Project Lead/BA

Job Responsibilities:

• Application owner, Business Analyst, Process Lead and SME for Restaurant File and Data Management for retailing industry.
• Incident, Problem, Change Management team responsible for managing RFM application. Keeping track of Asset Management and CMDB.
• Design and manage retail file handling tools/applications: RFM, SMART, MoveIt, Location Manager.
• Involvement in RFM configuration; UAT and lab testing for all products & changes.
• Process alignment and implementation with ServiceNow.
• Handle Product build and setup; regular backup and restore activities.
• Implement and manage store promotions; Package generation and store health check.
• Efficiently handle proactive and reactive problem management. Handling critical issues and investigate till root cause.
• Coordinating with different stakeholders to figure out resolution of an organization critical issue and implementing the fix.
• Documenting the analysis report, adding it to KED, maintaining problem records and helping team for permanent fixes, preparing charts and reports for progress growth and tracking till incident/problem closure.
• Involvement in RFM configuration and testing in production and test environment.
• Responsible for time-critical user service/infrastructure restoration, technical troubleshooting within complex IT systems environment.
• Applying different methodologies as per situation (Kepner and Tregoe method, Pain Value Analysis, Pareto Analysis).
• Meeting with stakeholders to get the requirements and detailed user stories and analyzing the short & long term project plans. Collaborate with other system teams and end users to ensure that major releases maximize positive impact and stability while minimizing risk.
• Oversees the design of knowledge management user interface features, special knowledge management features, enhancing the look and feel of the organization’s on-line knowledge management screens.
• Understand organization's knowledge management principles, procedures and processes.
• Manage all aspects of company-owned content and content management systems (information topologies, standards selection, workflow design, license compliance and renewals).
• Worked on several KM dimensions that includes Strategy, Organizational Processes, Management, and Technology.
• As Scrum Master, used to provide daily update on new/change activities.
• Knowledge Management Documentation and Value innovation.

Application Owner/IT Infrastructure Lead

Job Responsibilities:

• Application owner, Process Lead, SME and BAfor 36 Media Research Applications and providing end to end support.
• Co-ordinate for app enhancement and upgradation.
• Technical and functional analysis for media research tools/apps ticketing process integration with Peregrine.
• Keeping track inventory purchase, hardware and software assignment, Change Management and CMDB.
• Follow ITIL procedures to identify, analyze and to fix the issues. Root cause and Trend analysis methodologies.
• Handling Outages, sev – 1,2,3,4 issues and other priority tickets/issues.
• Maintains application servers, VMs, share drives and monitors data load.
• Escalation and relationship management with key stake holders.
• Decision maker for Business Critical and Urgent Incident/Problem tickets. Process Lead of Infrastructure Management team and coordinate network, release and change implementation.
• Collect and define requirements, create and maintain a consistent strategic direction and operational architecture for content management.
• Vendor Coordination to get the timely release of latest version of various applications. Data analysis and report generation.
• Infrastructure support – Windows Server, Active Directory, sharedrives, network lines, IP alignment in routers, FTP setup, accessibility over VPN, application compatibility.
• Coordinating for application, server and DB migration and merging.
• Ensuring disaster recovery drills with domain teams and business continuity planning.
• Owning the planning and coordination of all phases and activities involved in the release of a system or system update into the production environment; identify priorities, conflicts, dependencies, and risks for the release.
• Facilitates release meetings and develops the release recommendation and release deployment plan based on input from multiple stakeholders within various portfolio teams.
• Ensure team always delivers assigned tasks in time without compromising in implemented process and quality; follow SLA & OLA norms by maintaining infrastructure policies and SOX & PCI compliance.
• Worked with organization web designers, data managers and programmers to support and implement the organization’s knowledge management program.
• Training users on new features of application.
• Participating in bi-weekly meetings with VPs and Directors to understand the requirement for Business Process Flow and Business Critical requirements.
• Defining, testing and preparing SOPs, PRPs & Process Flow for future reference.
• Proactively working towards continual process improvements.

Problem Manager / ITIL Coordinator

Job Responsibilities:

• ITIL Service Support areas of Incident, Problem and Change Management.
• Identifying the problem areas by following the Trend Analysis and fixing it by Root Cause Analysis.
• Understand and Identify the Production, Development and Staging boxes and applications hosted on them before opening any urgent incidents related to it.
• Decide and open Business Critical and Urgent Incident/Problem tickets.
• Chairing and Managing weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings. Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes
• VPN Admin: RSA Id creation / deletion, troubleshooting VPN login issues.
• Participating in weekly production calls to discuss the Urgent and Business Critical incidents opened within a week.
• Identifying and engaging the relevant application and operations teams during an outage.
• Update and maintenance of the Application support contacts on the shared database for future reference.
• Review new change requests and business requirements for its feasibility and provide error free solutions, least human intervention and confirm it to be in line with regulatory and accounting rules with minimum service impact.
• Handling issues related to accounts in BES server, Exchange servers and Network Accounts.
• Keeping the team and related SharePoint updated.
• Monitoring tickets for L2 agents and sending out weekly reports.
• Involved in transition of new process and procedures to help desk.

 ITIL Coordinator

Job Responsibilities:

• Coordinating Service Operations through Incident and Change Management.
• Core member of Incident Management and analysis strategy team, review/analyzing top L1 issues, preparing reports on key issues and chalking out resolution strategies and technical sessions.
• Providing remote technical support, calls/issue registration/logging, call assignment, resolution and closure by E-Helpdesk, call reports and managed project tracker.
• Handled POS front end Business applications like Retalix Storeline.
• Backend Retalix application for Reliance Retail format included:
• Facilitated technical support for billing operations cycle, identify configuration related errors and failed customer transactions.
• Identify and did the root cause analysis for error correction and forward to the concerned team.
• Validated the bill cycle for error free completion before application roll out.
• SAP issues like price and article mismatch, indenting and GRN’s, verification of the purchase and sales price maintained in SAP and Retalix.
• Co-coordinating with vendors for the pending issues, follow up & maintenance. Procurement, assessing performance of the vendors based on criterions like quality improvement, time delivery etc.