SUMMARY:

• ITSM Solution Architect with 9+ years of cross - functional experience in Service Design, Transition, Implementation, and Operations in diversified industries like Telecom, Manufacturing, Insurance, Healthcare and Newsprint.
• Expertise in IT Service Management, Green Belt projects, Infrastructure planning with winning strategy to help secure new business.

TECHNICAL SKILLS:

• Solution Designing ITSM - Pre-sales
• IT Service Management
• Project Management
• Cost Optimization
• Go to Green Project Implementation/ Continuous Service Improvement
• Vendor/Partner Management
• Customer Relationship management
• Transition and Transformation Management
• Revenue generation/ Earn Back
• IT Process Improvement

PROFESSIONAL EXPERIENCE:

ITSM Solution Architect

Confidential

• Experience in both private and public sector solutioning in America’s region. Complete pre and post contract due diligence. Tools - ServiceNow, HP Service Manager suite, SNOW.
• Strategic Development: Opportunity analysis of the lead by identifying scope, deliverables, resource planning, cost estimation and risk components.
• Business Process Management: Analyzed as-is business processes and developed to-be business models for IT Service Management, ITSM tools.
• Bid and Solution artefacts: Developed solution storyboard, generated cost models, prepared RFP response & proposal documents, Statement of Work (SOW), client presentations. Service Integration, cloud brokerage, ITSM Cloud solution generation.
• Governance Model - Solution artefacts in conformance with the HPE governance model. Liaise with Solution lead, Big manager, and other Solution designers to check interdependencies in the solution design and costing.

ITSM Consultant

Confidential

• Create Capacity and Availability plan of IT Infrastructure for internal and client presentation.
• Create and maintain capacity measurements and alert thresholds.
• Ensure adequate performance and capacity for all IT services
• Monitoring resource utilization trends and report capacity deviations (exceptions).
• Identify trends, forecast and present improvement ideas to the senior leadership and customer (upgrade infrastructure for growing business needs)
• Reduce planning deviations / errors and improve forecasting accuracy.
• Design and implement reporting solutions with the Global Reporting team.
• Evaluate the impact of proposed changes on the capacity and availability design

Service Level Manager/Service Delivery Manager

Confidential

• Managed end to end service delivery of multiple American clients from Telecom and Healthcare industry with TCV over $1.2bn. Tools - HP Service Manager, Remedy, Business Objects
• Responsible for the overall project/s P & L, billing and forecasting of Services
• Expertise in business process re-engineering, process design & continuous improvement
• Ensured the services were delivered according to the Service description ( SLO - service level objectives), using ITSM/ITIL methodology
• Drive SIP s for repeated SLA breaches and implemented Go to Green plans
• Transition of projects from Current mode of operation (CMO) to Future mode of Operation(FMO) for several clients by monitoring and managing 160 SLA
• Single point of contact for the Account Service Team (Account Delivery Executive, Account Executive) ensuring TCE (total customer experience) for the account.
• Worked as a Service Integrator handling client SLAs for a Multi-Supplier Integrated environment involving many suppliers managing different technical domains
• Monthly SLA reviews with client involving suppliers, process owners and account teams
• Developed and negotiated new SLAs, OLAs and Underpinning Contracts.
• SLA negotiation, Service Credit allocation, & managed service waiver requests with clients.
• ISO20000 Implementation for couple of projects

ITSM Consultant

Confidential

• Process design and implementation for one of the largest American client from manufacturing industry in Confidential Enterprise. Continuous Service Improvement plan implemented to stabilize the IT Infrastructure and reduce reoccurring major incidents. Tools - Remedy, OVSC, OVSD.
• Disaster recovery and root cause analysis of high service disruption incidents.
• Present Major Incident Report and management summary for the priority incidents and problems in client reviews and train all stakeholders on process execution.
• Analyze and trend incidents and problems to engage change management for permanent fixes.
• Identified Gaps, Process Design and Implementation of Incident & Problem framework.
• Conduct Root Cause Analysis and Post Mortems for all problems and Critical Incidents
• Managed a team of 6 ILC and 3 IM on performance management
• Work with technical and cross-functional teams to ensure efficiency of the end to end Incident/Problem management process
• Proactive and Reactive Problem Management

Subject Matter Expert

Confidential

• Manage end to end service delivery for the Service Desk. Knowledge Management Database (KMDB) improvements to reduce call time and increase First Call Resolution (FCR) Tools - OVSC, OVSD
• Responsible for Service Level compliance of Service Desk Operation.
• Incident, change and problem management coordination at ticket level and process implementation
• Implemented Service Improvement Plans for repeat incidents, metrics management and new process introduction.
• Managed KPI for a team of 15 in helping the desk meet the SLA
• Provide Tier II support as required
• Implementation of the Service Request Catalog and Technical Service Catalog within a centralized ITSM solution.
• Continually improve the request for services workflow for Customers.