PROFESSIONAL SUMMARY:

• A dynamic ITIL certified Service Management professional with around 10 years of experience in:
• IT OperationsITIL/IT Service Management Data Analysis & Reporting
• Service Delivery SLA ManagementIncident/Problem Management Business AnalysisContinual Service ImprovementTeam Management
• Accomplished Service Operations/Management professional and a proven leader with rich experience in managing large scale ITIL based high value projects
• Experienced and certified in ITIL for delivering Services Management (ITSM) solutions that focus on the people, process, and technology
• Experienced in working with diverse teams and clients internationally and lead cross functional remote teams;
• Have vast knowledge & exposure in the Service Management domain and ITSM tools with in - detail experience in Service Operations life cycle
• A seasoned Analyst with analytical approaches that relates well between technology and business
• Excellent communicator; leverage technical, business and financial acumen to communicate across effectively
• A technocrat with extensive domain experience in ITS (Intelligent Transportation Systems)

TECHNICAL SKILLS:

Analysis and Reporting Tools: MS Office (Advanced functions lookups, PivotTable and Macros in MS Excel, MS WordMS PPT, MS Outlook), RDP, MS Visio, HostMonitor, Tableau, Google Maps and Earth(KML maps)

ITSM tools: EMS, IMS, Alfresco, Redmine, ServiceNow

Methodologies: ITIL, ITSM, Agile/Scrum, Waterfall

Database platform: SQL, MySql

Operating Systems: Windows (XP, Vista, 7, 8), Windows Server, Linux

Technologies: GPRS and Remote Client-Server Networks

EXPERIENCE:

ITSM Service Manager - Operations & Delivery

Confidential

Responsibilities:

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• Successfully managed the centralized operations and served internationally for ITS based projects with over 10K live systems and production facilities, operational 24*7 and generated over 65% revenue for the organization
• Managed ITIL based service delivery of high-quality customer experience, elevating customer satisfaction in line with SLAs by coordinating with clients, counterparts and cross-functional teams
• Consistently delivered high productivity and profit margin of above 60% for the service operations and SLA management for supporting over 25 international projects and leading multiple functional teams
• Ensured efficient handling of incidents, requests and to resolve within SLAs with an uptime of 98.99% and data availability of 99%
• Successfully delivered exemplary ITIL based service management for key account, beating SLAs and securing a 4-year contract extension and received double bonus for 3 years consecutively
• Successfully accomplished transitions of over 15 international projects from development to production phase
• Improved Incident, Request and Problem Management by increasing viable knowledge (KEDB) and updating stale knowledge base, resulting in reduced mean resolution time(MTTR) by 45%
• Performed the role of an approver in CAB(Change Advisory Board) while coordinating Change Management process
• Controlled and monitored Configuration Management process and CMDB updates as part of Change Management
• Designed and implemented comprehensive escalation matrix for Incident and Service Management which improved SLAs
• Conducted periodic review meetings with clients and technical teams to ensure prompt closure of pending issues
• Defined and implemented ITIL based service standards and procedures that served as benchmark for quality in service delivery
• Improved service delivery to clients by implementing quality control initiatives and by strengthening the team with required tools and s
• Implemented IT Service Continuity Management (ITSCM) activities based on gap analysis and customer feedbacks
• Performed business analysis of service opportunities and operational analysis leading to improve P&L of department
• Proficiently planned, developed and implemented major team re-structuring in the department to serve clients and services efficiently
• Successfully demonstrated operational projects for CMMI appraisal and

ITSM Asst Service Manager - Operations & Delivery

Confidential

Responsibilities:

• Responsible for ensuring effective operations of analysis, reporting and monitoring tasks for SLAs adherence
• Analyzed and ensured efficient Incident/Problem/Request management by managing and integrating cross-teams
• Analyzed and published management dashboards illustrating projects performance based on KPIs and SLAs
• Monitored ITIL process adherence and project performances with regard to the quality & availability of systems
• Contributed to product level analysis as part of product development and enhancements
• Resolved high number of critical escalated incidents and client queries on timely basis as per the ITIL standards
• Worked on talent pool and succession planning, appraising performance and providing feedback to individuals
• Reviewed and delivered periodic service level dashboards for management used for business level decision making
• Successfully established departments in multiple locations

Senior ITS Analyst/Team Lead

Confidential

Responsibilities:

• Performed extensive systems(log level) and data(raw-data) analysis for RCA for operational systems of over 8K and major production facilities delivering to multiple client from various countries
• Prepared elaborate project performance dashboards for all operational projects based on KPIs and SLAs
• Provided ITIL based 3 tier support for escalated production Incidents/Problems as part of Incident/Problem Management and performed live remote system troubleshooting
• Derived efficient analytical approaches and tools using advanced MS Excel functions and macros
• Performed advanced system level analysis as part of product development and enhancements
• Single point of contact between the clients and technical teams for processing operational and technical requests/queries
• Performed and trained data analysis concepts to service analysts and new joiners
• Administered schedules and distributed tasks for the 24*7 team to ensure continuous monitoring and maintenance of all operational projects
• Collaborated with business and technology departments to define deliverables and develop reusable solutions
• Imparted continuous on job for accomplishing greater operational effectiveness and efficiency

Data/Service Analyst

Confidential

Responsibilities:

• Performed high density trend and historic data analysis to identify deviations and problems from the standard and find root causes
• Determine trends in problem occurrence, work flow, investigating & implement changes
• Monitoring and coordinating incidents, problems and requests as per SLA
• Performed local and remote system level troubleshooting and reconfigured database settings for restoration
• Resolved problems & issues within set timelines thereby developing the knowledge base
• Performed multitude of timely and effective ITIL based incident management (incidents analysis and troubleshooting)
• Report and oversee repair works by installation service engineers to fix issues