SUMMARY

• 11+ years of experience in IT Service Delivery/Operations Management at various levels.
• Strong communication and problem - solving skills; possess analytical mind and the capability to think clearly as well as logically
• Handle effective communication internally, clients & executives in a business friendly language as response to crisis situations which affect organizational perception and reputation
• Acumen to represent IT Technical concepts in a lucid manner for enabling clarity during critical situations & outages.
• Success in leading teams in streamlining the processes & driving the various initiatives on BAU front, proposing suitable projects while ensuring a high-quality customer experience, elevating customer satisfaction in line with SLAs and workflow.
• Sound knowledge of IT Infrastructure Technologies, Datacenter Management & Service Desk function.

TECHNICAL SKILLS

• IT Service Operations/ Delivery
• IT Communication Management
• Business Requirement Analysis
• Solutions Deliberation & Feasibility Study
• Performance Analytics & Service Level Management
• IT Project Management
• Team Management & Leadership
• Process Improvement
• IT SIAM- Major Incident / Problem/Change Management

PROFESSIONAL EXPERIENCE

Confidential

Problem Management Specialist

Responsibilities:

• Problem identification, recording & Root cause analysis
• Identifying underlying causes of incidents and preventing recurrences.
• Developing workarounds or other solutions to incidents/problems with technical teams & work with IT Operations team to rollout appropriate communication to all relevant stakeholders & business.
• Sharing regular weekly/monthly reports on Problem/RCA Status with Loblaw IT Executive Leadership Board.
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
• Creating tasks to work on the problem resolution. Analyzing historical data to identify and eliminate potential incidents before they occur.
• Identifying teams/individuals to actively monitor and oversee the problem resolution process

Confidential

IT Business Consultant

Responsibilities:

• As an onsite based role, ensure IT operational procedures and practices are well defined, documented and consistently applied
• Contribute proactively to new service development-capable of identifying and implementing change within the team to ensure it can take on new service offering to work, service excellence and ownership for resolving customer issues
• Actively coordinate and understand the Technical roadmaps with Infrastructure & Application consultants to make the clients aware about the plans, course of action & updates on regular basis.
• Major Incident Management- continually work with the Technology & Service Management teams, derive updates & provide crisp business friendly updates to the client IT Board of Directors & VP’s.
• Cascading apt communication across the client users & other relevant stakeholders during maintenance activities & planned outages.
• Accountable for rollout of regular updates to client users & other relevant stakeholders during any unforeseen outages.
• Conduct detailed post mortem of complicated Incidents and drive the Root Cause Analysis
• Work to develop the SIP’s based on the analysis through potential scopes identified via RCA’s
• Manage and develop strategic partnerships with third party suppliers and other internal stakeholders
• Ensure quality, up-to-date documentation exists for all service arrangements
• Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement while making sure that the SLAs/KPIs are maintained above targets
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
• Responsible for management of all phases of client service projects in areas of Information Technology and Infrastructure Transformation.
• Define and document Business Requirements and Business Processes
• Develop project plans identifying key milestones and resource requirements for projects.
• Assemble and direct Project teams of varied Infrastructure Technologies/Apps
• Define and Control Project budgets.
• Track key milestones and adjust Project plans in accordance, provide accurate Exception plans whenever required.
• Prepare and deliver reports and recommendations
• Work with many Application vendors to coordinate project systems testing, installation and support in client environment.
• Coordinate many activities with the Internet Service Providers & Application vendors in changes affecting the Client infrastructure.
• Planned and led many transformational activities including migration of Application from Datacenter to Cloud.
• Identify key issues, approaches and performance metrics
• Formulate risk management plans
• Assemble and coordinate multi-disciplinary project teams
• Develop and present reports on project progress
• Maintain communication with project stakeholders and manage expectations
• Evaluate projects and assess results

Confidential

IT Service Manager

Responsibilities:

• IT Service Management - Incident /Problem/ Change
• Accountable for Infrastructure Service Delivery for Server (Windows/Linux), Citrix & VMWare, Network & Security, Database Management, Backup & Storage in Shared Services Model.
• Key onus on Major Incident Management in ensuring right teams/skills are steering issue towards resolution while being accountable for hourly advisories are shared to all stakeholders.
• Monitor Service Level Agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded as well as profitable.
• Responsible for CMDB & Asset Management, perform the monthly billing based on the Infrastructure entities being supported across the towers.
• Attend Weekly/Monthly client service review meetings covering Performance, Service Improvements, Quality and Processes.

Confidential

Major Incident Manager

Responsibilities:

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Determining the classification of Major Incidents for Telstra’s(Australian ISP) customers based on the Incident matrix
• Responsible for communicating with the Incident Process Owner
• Point of contact for all Major Incidents
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents
• Monitor the workload per Tier 1 Analyst
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews

Confidential

Telecom Support Engineer

Responsibilities:

• Involved in providing the customer with the second line support for meridian Nortel PABX.
• Have dealt with Miran and IP phone issues.
• Helping the end customers in pro-active alarm monitoring.
• Technical mentor for the team for any Nortel meridian PBX related queries.
• Conducted through internal training for the new team members in terms of meridian, applications etc..
• Have been a part of the team which analyses the SLA failures and ways to improve the same.
• Have given remote support for RLS 5 & RLS 5.5 systems as well.
• Have given support for all VIP customers like Barclays, VISA, CITI bank, Deutsche bank and others.