Objective

• IT professional with an excellent leadership, interpersonal and decision making skills utilizing 7+ years of progressive experience to drive for success.
• Well versed in ITIL & ITSM methodologies and instrumental in developing refined process models for Service delivery.

Summary

• ITIL Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all incidents in order to minimize the production impact of incidents upon end customers service quality and consequently identifies opportunities to improve the day - to-day operations of the organization
• Certified Major Incident and Problem Manager, Business Improvement coordinator, Technical Writer, with broad knowledge and experience in IT operations andchange management of enterprise systems supporting using internet andweb applications, databases, virtualized Servers, network ina 24/7 global environment.
• Managing the ITSM processes in accordance to client Service Management Model based on ITIL best practices. Focused on core IT Service Management including but not limited to areas such as problem management, incident management, change management, production management, and service level management.
• Strong ability to communicate clearly andappropriately with executive and management levelbusinesspartners, non-technical end users, technical subject matter experts and vendors
• Using triage, effectively managing the resources for critical issues on priority basis
• Documenting business level reports to the client and chairing Daily Service Reports. Work on BMC Analytics, Tivoli business service manager to prepare KPI’S, Dashboards, Reports
• Six sigma, Supply Chain Management (SCM), Lean, VSM, Interact, Enhancing Team fitness, Effective Time Management and Managing Change
• Review IT change requests for accuracy based on defined and documented procedures and activities to review the master change schedule/calendar and perform collision analysis on changes
• Lead IT Change Management process improvement activities, ie. Discussions, assessments, brainstorming and improvement recommendations
• Trained on Tivoli, Citrix, Outlook, Remedy and Web based Active Directory
• Possess knowledge of SDLC procedures and models (Agile, Spiral & Waterfall, V-model).

TECHNICAL SKILLS

• Diploma in Data Processing
• Data Entry (DIPDE)
• C
• FoxPro
• MS Project
• MSOffice 2007, 2003,2000
• PowerPoint
• Word
• Excel
• Access
• Outlook
• Operating Systems
• Windows XP/2000/NT/98

PROFESSIONAL EXPERIENCE

Critical Incident Manager

Confidential

Responsibilities:

• Coordinates and monitor the work of each incident response to ensure that communication is timely and accurate, dependencies are identified and managed, resolution follows the established response criteria for the incident type, and additional escalation occurs as needed to ensure successful incident resolution.
• Manages production support activities for all major systems and related subsystems to ensure their integrity
• Responsible for Level-2 Escalations pertaining to Networks, End User Devices, Applications. Monitoring all P1/P2 incidents. Escalating any red alerts while engaging business management and technical leads for restoring services with minimum business impact
• Ensures that the service desk, application support and desktop support and other technical teams run effectively on incidents reported
• Running bridge calls with technical heads, project managers, business directors for work around solution. Document the incident log for RCA by PM groups
• Ensure quality and profitable services are performed to the agreed SLA
• Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending issues at sites
• Implementing triage and escalation processes to handle the ongoing and/or persistent information systems issues which impact performance, availability, and operations
• Communicates with the Confidential Management, Technical Resources, Project Managers and the senior client business members with the RCA reports
• Maintain the factual database of all incidents, and create periodic reports that provide statistics about incident management performance and profiles of enterprise incident occurrences and monitor outages for client’s IT infrastructure services
• Attend client service review meetings, which includes performance reports, service improvements, quality and processes
• 4Executes internal audit checklist based on service quality plan requirements
• Prepares the balanced score card for the team on a monthly basis
• Facilitates the team in understanding basic quality concepts and any updates on GIS quality management system
• Facilitates team members in creating documents as per global templates
• Provides input on operational metrics, customer concerns and audit findings during team meetings and meetings with the manager
• Ensures all internal and external audit findings are closed within agreed time

Service Restoration Team Lead

Confidential

Responsibilities:

• Focus is to understand the managed services requirements of the customer and to provide an optimal services portfolio as per the customer requirements
• Specifically responsible for supporting process initiatives and efforts that will improve process maturity and compliance of the service management process. Lead to initiate service restoration for major incidents, drive & directs the process until the services are restored
• Host a bridge / conference call for the client management, and technical resources to troubleshoot on outage. Ensure all the customer complaints/issues are identified, to prepare Action plan for all Complaints received and drive till closure along with PM
• Takes ownership of end-to-end management for controlling or directing resources to resolve the outage / incident. Which involves defining a process to follow with supporting policies and procedures in place for respective clients and their respective escalation and notifications periodically
• Generate reports using analytics tool Tivoli Business Service Manager to prepare KPI’s, Dashboards which help to integrate with existing sources of data for advanced analysis and tracking to reduce meantime to repair (MTTR), unscheduled downtime, service impact analysis and root cause analysis for business and technical users
• Support the integration with other ITSM processes and systems. Possess ability to effectively present updates to all business and Tech leads in both oral and written forms
• Documenting high level business reports to the client and chairing Daily Service Reports Accountable to engage resources within the SLA to join the bridge
• Communicate timely updates to Confidential management/SDMs and client management. Control and thrive the resources to work towards the resolution
• Decision making ability to downgrade the incidents when needed. Gathering information for report documentation with detailed time line of events, and update in the incident report database

Change Manager

Confidential

Responsibilities:

• Communicates Cost and Timing Information from Suppliers to Engineer, Change Management Leader and Production Buyer
• Provides Launch CAB (Change Advisory Board) with Cost & Timing information. Communicate change management and/or project status weekly and monthly (with financials) reports to PMO and stakeholders/sponsors with clear issues and risk escalation while maintaining all documentation related to project per PMO guidelines and appropriate sign off
• Supports the Launch EIT - Implementation team with PPAP information during the "Red Zone"
• Issue a “Work Authorization Letter“ to Supplier and notifies Production Buyer after the Launch CAB notification of Approved Priority 1 Production Part Work Order. Updating CMBD accordingly upon every kickoff action
• Apply a structured methodology and lead change management activities. Identify, analyze, prepare risk mitigation tactics
• Updates the contract information in MGO (Main Frame application) and also in Citrix-E2.