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Assistant Director - Business Management Services Resume

SUMMARY:

IT professional with extensive experience in IT Service Management, Business Analysis, Database Engineering and Process Consulting, seeking job opportunities in IT Service Management, Database Engineering and Business Analysis.

SKILL:

MongoDB Administration, BSON, Mongos, Advanced knowledge of ITIL, ITSM, Change Management, ITIL Event Management, Service Level Management, Incident Management, Problem Management, Release Management, Transition Management & Support, Request Fulfillment, Information Security Management, Lean Six Sigma, ISO internal audits, ServiceNow/ ServiceFirst, Python, R programming, SQL, Tableau, SAP predictive Analytics, Big Data fundamentals, Hadoop, Spark, Hue, Hive, MongoDB, Remedy, Power BI, Data Architecture Principles.

RELEVANT EXPERIENCE:

Confidential, Wilmington, Delaware

Assistant Director - Business Management Services

Responsibilities:

  • Administration of MongoDB databases throughout the development and production lifecycles.
  • Support Design, Build, and automation of the MongoDB Architecture.
  • Design and develop logical and physical database designs from customer requirements.
  • Provide advice and support to development resources.
  • Provide guidance in the creation and modification of standards and procedures.
  • Supporting the standing standards, policies and procedures of the customer team
  • Business Analysis & Database Administration for Data Engineering
  • Manage the Data Engineering Agile team, Preside over Scrum ceremonies
  • Represent team on CAB and ensure changes are reviewed and approved
  • Own and implement various Database Management Changes including security remediation & releases
  • Managing IT Service Instances owned by the team and ensure accuracy of ServiceFirst/ ServiceNow
  • Work with various teams and stakeholders at various levels to ensure Services offered by Data engineering are delivered as defined
  • Incident Management, Change Management, Problem Management, Availability Management, Service Level Management

Confidential

Assistant Director - Business Management Services

Responsibilities:

  • Update and Improve process like Incident Management, Change Management, Problem Management, Event Management etc.
  • Use Visio and Business Process Mapping techniques to develop work flows, design the process, and develop end to end process documentation
  • Managed stakeholders at all levels of organization throughout the process development lifecycle - Process Improvement requirement gathering till publishing process/ implementing the improved process.
  • Established KPIs and metrics for processes and enabled in developing Service Levels for the organization
  • Involved in Coordination and design of for CI discovery
  • Coordinate root cause analysis with Subject Matter Experts who own the incident

Confidential

Process Leader - Infrastructure Management

Responsibilities:

  • Managed process improvement project to improve customer satisfaction across Deutsche Bank IT Infrastructure Management Services within the scope of Confidential (Incident Management, Desktop Management, Windows Server Management).
  • Developed Comprehensive Operating Procedures for Managed Services based on ITIL and ISO Standards
  • Audited Services based on ITIL framework to ensure Adherence to Standard Operating Procedures
  • Developed Metrics and KPIs for key IT Infrastructure Support Processes
  • Analyzed performance report on a daily, weekly and month basis to identify deviations form agreed Service Levels
  • Identified new reporting framework to improve management of day to day IT Infrastructure support
  • Involved in Coordination and design of for CI discovery
  • Coordinate root cause analysis with Subject Matter Experts who own the incident
  • Worked with global helpdesk on Incident Management, Problem Management and Continual Service Improvement

Confidential

Assistant Manager

Responsibilities:

  • Major Data center Migration - MongoDB server migration managed and supported to completion of project without any down time and service disruption
  • Developed key processes for MongoDB development and administration for the organizationContinuous Process Improvement initiatives across IT Infrastructure (GIS), Knowledge Processes and IT Application development streams at Confidential
  • Developed workflows using Business Process Mapping techniques, Visio tool for major ITIL Processes for Confidential
  • Managed stakeholders at all levels of the organization during various stages of process developed, continual improving lifecycle
  • Consulting for ITSM processes, guidance in reducing IT incident SLA breaches to Zero for critical client.
  • Developed Continuous Improvement framework for critical client within 6 months’ period based on ITIL, ISO, Internal Reporting System and Lean Six Sigma techniques
  • Designing curriculum and training people in Six Sigma Green Belts, Yellow Belts based on organizational curriculum
  • Effective management of short term Kaizen projects; 70% people involvement at organizational level for small organization

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