SUMMARY

• An ITIL® V3 Expert with overall 10 Years of Professional Experience spread across ITIL Process Improvement, Quality, Operations & Managing Practice level Initiatives, out of which 8 Years of Experience in Infrastructure Services handling Service Desk/ IT Operations as Process Excellence Champ across Banking, Retail, IME and Communication BUs
• Sound knowledge of IT Service Management inclusive of Service Transition, Service Operations, CSI, Metrics Design and Reporting, Service Desk, Change and Project Management Principles

PROFESSIONAL EXPERIENCE

Responsibilities:

• Detailed Process Assessment against ITIL Framework, Gap Analysis and Recommendations for Process Improvement.
• Develop Project plan to implement recommendations and update it as needed.
• Project included end to end implementation of Incident, Problem, Change, Release and SLA Management Processes.
• Manage relationship with project stakeholders (Business, IT Support Teams, Application and Development Teams etc).
• Ensure efficient project governance - roles and responsibilities. Coordinate with Business Project Lead concerning requirements, project plan and reporting. Ensure all sign-offs per guidelines & coordinate for sign offs.

Manager,

Responsibilities:

• Successful End to end Implementation of Managed Innovation Framework across the Infrastructure Practice (17000 employees).
• Develop Business Case, define Scope and planning of Initiative to build Innovation Culture & Innovation Organization and Balanced Innovation Score Card.
• Interact with IT Heads of multiple Customers and Internal Organization. Building the Innovation culture, Governance and spreading awareness by conducting Igniter Sessions, Road shows and Innovation Fairs.
• Design and Manage R&R Program to encourage 1200+ Project teams.
• Streamlining various Improvement programs like Lean Six Sigma initiatives and Transformation Programs and showcase/report them at Org level.
• Build and maintain Innovation re-use repository to ensure Cross pollination of ideas.
• Attend Customer visits to showcase Innovation Framework and its benefits. Program was a huge success and appreciated by Senior Leadership and Customers.

Responsibilities:

• Lead the SIP of “Reduction of Billable Service Calls by 75% by implementing the Vendor Service Call Management Process, which had huge financial impact”
• Lead the Customer Satisfaction Service Improvement Plan (SIP), successfully increased the CSAT by 7% in 6 weeks
• Initiated and successfully completed the Project for improving the Fatal Error Accuracy for Transaction Monitoring and Audit Quality and effectively improved the Fatal Accuracy to >=98% (as per COPC Standards)
• Deployment of Managed Innovation Framework in Practice backup by 17000+ employees, resulted in Practice win “ Most Innovative Practice ” at Cognizant Innovation Summit for two consecutive years
• Special Appreciation for leading Managed Innovation Implementation Project, which was high priority Project
• Special Appreciation for Automation of CSI Metrics tracking Mechanism and implementation of CSI framework Project
• Successfully managing 11 Projects of implementing Best in Class Delivery Excellence Framework
• Lead the Small Steps Project of Reduction of financial impact of Billable Service Calls by 75% by implementing the Vendor Service Call Management Process

Manager,

Confidential,

Responsibilities:

• Facilitate brainstorming sessions for identification of CSI opportunities
• Support delivery teams to identify high impact Lean Six Sigma projects and Service Transformation initiatives
• Ownership of Process Transitions for new projects for assigned accounts
• Project and Process Risk Management by conducting regular FMEA for all the projects and processes
• Conduct Internal audits to ensure Project's adherence to ISO 20K requirements and to identify any potential risk or best practices
• Ensuring compliance to Multi-level governance process across the projects and participate in internal and customer governance meetings

Manager,

Confidential,

Responsibilities:

• Successful End to end Implementation of Managed Innovation Framework across the Infrastructure Practice. Develop Business Case, define Scope and planning of Initiative to build Innovation Culture & Innovation Organization and Balanced Innovation Score Card. Interact with IT Heads of multiple Customers and Internal Organization . Building the Innovation culture, Governance and spreading awareness by conducting Igniter Sessions, Road shows and Innovation Fairs. Design and Manage R&R Program to encourage 1200+ Project teams. Streamlining various Improvement programs like Lean Six Sigma initiatives and Transformation Programs and showcase/report them at Org level. Build and maintain Innovation re-use repository to ensure Cross pollination of ideas. Attend Customer visits to showcase Innovation Framework and its benefits. Program was a huge success and appreciated by Senior Leadership and Customers.
• Tool Deployment: End to end ownership of iSpace, Cognizant’s internal tool, deployment starting from Requirement Gathering, Specifications, UAT