SUMMARY:

• IT Operations and Service Management professional with 16 years of cross Industry experience delivering mission - critical, medium to large IT Program and Projects in a complex, multi-tier-platform environment and playing different roles in his tenure as
• IT BPM Manager (ServiceNow (End to End Solution Provisioning Module)
• Confidential Technical Solution Manager - AMS Confidential Delivery Center
• Confidential Program Manager & Project Manager for Confidential Enterprise (Application and Infrastructure Production Support), (IT Business Process Management), (Change & Configuration Management) and (Service Operations L2/L3 Engagement)
• Extensively focusing on benefits realization and delivery excellence - Application and Infrastructure Production Support (Maintenance & Operations with an extensive exposure in Global Delivery Management and Data Centers in Banking and Finance, HRT and HIX domain
• Strong Program and Process Management background focusing on transformational programs with emphasis on Program/Project Management
• GDO - Managed transformation projects and matrix structure in Global Delivery Organization - Confidential FS Portfolio (Auto, Mortgage, Lending Services, Shared Services)
• Transition - Affluent record in successfully handling low to medium transition projects in short durations
• Budget and Financials - Managed Engagement revenue of $5-7M/$20M per year with YOY growth; $100M over 5 Year/Managed Services contract period (Adherence to gross margin - P&L, CHM parameters)
• Managed large & complex Run & Operate Engagements and Transition Projects across multiple LOB’s USCARD, FS - AUTO, Mortgage/Home Loans, Home Equity, Lending Services (Loan Originations, Customer Servicing, Online Banking, Intranet Apps) in the following Technical areas: Unix/Oracle, WebLogic, Middleware, Data-warehouse, Hadoop (Cloudera) Business Intelligence, Windows - 500+ Windows and Batch Applications with 4 technology support teams.
• Managed Delivery of Confidential Enterprise STS - Shared Service Environment for Teradata, Data warehouse and Hadoop (Cloudera) platform which was data feed for downstream analytical and reporting platforms i.e. Production Support for BATCH and availability in Hadoop, Unix/Linux environments
• Identified opportunities, focusing on Clients New Strategic goals & objectives
• Extensive experience in providing ITIL and IT Service Management Solutions for Cloud IT Infrastructure - ServiceNow Platform

TECHNICAL SKILLS:

• Program Governance/Project Management (Transformation, Transition, Run and Operate Engagement, CCM (Change Control Management) CMDB Integration - Configuration Management)
• Account Management and Business Development (Managed Services & Staff Augmentation)
• Business Process Management, ITIL, ITSM Core Processes, KPI’s, OLA & L2 & L3 - SLA Adherence Contractual
• Quality Management and Six Sigma Initiatives
• People Management - Coaching and mentoring
• Pipeline Projects - Lead generation, Forecasting, RFP responses, RFI & managing Projects, Vendor Management
• Global Delivery Operating Model using Hybrid Agile (Devops) Methodologies
• Change and Configuration Management
• Demand Management and Forecasting

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

IT BPM Manager

Responsibilities:

• ServiceNow Technology Analyst for CTI Infrastructure Planning Group with experience on implementing end-to-end Service Delivery, Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management Modules
• Vast experience in documenting configuration management procedures plans and processes
• Exceptional knowledge of configuration management methodology framework and best Practices
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing solution and design suggestions
• Managing Enterprise ServiceNow Application applicable KPI’s and KRI’s
• Oversee a team of developers designing, building, and maintaining toolsets used by the IT organization and business teams to monitor, troubleshoot, and report on the health of the system
• Primary focal point for defects, enhancement requests, and issues for Incident and Knowledge capabilities reported by the Service Desk, and Deployment teams
• Prepared SOP’s and Process Control Manual for CTI for internal mandated audit risk control remediation requirements
• Executed sprint planning and business estimation services with developers

Solution Manager, AMS

Responsibilities:

• World-leading software and services vendor - The project provides on-going support for Operations and Maintenance for the client's complex, web-based Confidential -developed expatriate employee deployment system and Contract Document Extraction Intelligent Systems on AWS.
• Member of the Project leadership team, project PMO, and on-shore liaison with hosting provider; monitoring financials; help manage the technical team based in Bangalore, India.
• Build relationships with multiple members of the Service Delivery client team and monthly reviews.
• Accountable and responsible for the end-to-end Service delivery of application technology solutions in line with strategic business objectives.
• Ensured that the business needs are clearly understood and the technology implemented meets the needs and expectations of the business.
• Provided consultation directly to DAS leadership and customers around solution options and vendor product selection as needed.
• Worked with channel leadership to budget and prioritize planned and unplanned development and maintenance project engagements.
• Oversee product planning, delivery, release management, and deployment to ensure technology standards and business needs are met.
• Delivery - AMS Client Monthly/Quarterly SLA Review with Client on time and adhere all the SLAs based on the scope of the Project.
• Vendor relationship - Managed Hosting Vendor relationship with formal weekly reviews
• Security Audit requirements - Ensured timelines were met of all the PMO tasks and provided estimates based on set expectations within ETC (ITCS, PCAOB, SOC2 Audit remediation Projects - InfoSec and Server Hardening Policy)
• Customer Satisfaction - Ensure Monthly Client connect to assess and review opportunities and team appreciations
• Access Control - Monthly and Quarterly review of Control Access Provisioning (Team and Hosting Vendor)
• Updated Software Roadmap to track Software Licenses and Certification requirements across multiple environments
• Maintained and updated configuration control item inventory.
• Prepared and reviewed configuration item state documentation.
• Verified controlled item configuration through periodic audits.
• Supervised change request and implementation processes for select controlled items as required

Technical Environment: Windows 2008 Enterprise in VMware, Red Hat Linux Code repositories - Teamsite (Content Management), Team Foundation - package code and GITS, Cent OS, PostgreSQL DB, Deployments - Ansible, Docker, Omnipage, Rabbit MQ, SCOM Monitoring (Infrastructure), Zabbix and Nagios (Application and Infrastructure hosted monitoring), Splunk, MS Sharepoint, HP Service Manager and ServiceNow for ITIL and ITSM, Amazon Web Services (Cloud), Analytics - Tableau, MS Project, Confluence Knowledge Management - Jira

Technical Program Manager

Responsibilities:

• Confidential Onsite Delivery SPOC for the account, who cuts across Infra managed services, Applications Managed services and other project contracts - Business and IT Stakeholder Management from a Delivery perspective
• Led team of 60 Confidential associates onsite (Richmond & Plano) and offshore (Chennai India) resources to provide support for Open Systems Data Movement, Enterprise Data Warehouses and Operational Reporting applications with operational, regulatory and analytical data
• As Confidential Program Manager managed Shared Services Environment for Data exchange - IPS STS was responsible for supporting the Confidential Enterprise STS - Shared Service Environment for Teradata, Datawarehouse and including Hadoop (Cloudera) platform which was data feed for downstream analytical and reporting platforms i.e. Production Support for BATCH and availability in Hadoop, Unix/Linux environments
• Provided Application support across all lines of business (Auto, Card, Mortgage, Lending Services - Shared Services portfolio for 12K file transfers and 10TB of data movement each day for Big Data Platforms, Open Systems Data Movement, Enterprise Data Warehouses and Operational Reporting.
• Managed DevOps engineering, delivery and support of Enterprise file transfer systems connecting Confidential to external vendors, supporting over 2MM transfers each month.
• Provide delivery for 24x7 response, triage and resolution of incidents of all severity levels to protect business functions, increasing delivery throughput by 300% while reducing business impacts due to incidents in COE.
• Part of the Outsourcing strategy group for the first enterprise engagement with India RESOURCES to provide 24x7 incident resolution services for Data Warehouse environments. Full lifecycle support of Data Movement, Enterprise Data Warehouses and Operational Reporting applications
• Process Improvements and Value focused with Benefit realization for the clients
• Participation and Continuous focus on Stabilization Efforts and Incident reduction efforts (NLI) as value adds to the engagement
• Met 100% SLA for 5 consecutive years; accomplished by stringent tracking and monitoring of all deliverables
• Delivered controlled metrics for High Service Availability Systems, Max Mean Time between Incidents (MTBI), Low Mean Time to Restore (MTTR)

Technologies: Enterprise Suite of Mission Critical Applications - UNIX, Teradata, Hadoop, Datawarehouse, ETL, Ab initio, WebLogic, Windows, MQ, .Net and Business Intelligence, MS Office 2013, Visio, MS SharePoint, Knowledgelink, HP Service Manager, HP Monitoring Suite

Project Manager

Responsibilities:

• Managed Confidential Auto Finance L2 Application Production Support & Maintenance activities (FPP) as a single program
• Managed a team of 40 in the main engagement and 6 T&M resources, providing Application Support across different technologies (Unix, Teradata, WebLogic, Windows, MQ, .Net and Business Intelligence)
• Support Model - Offshore and onsite production support model across 24/7/365 days
• Manage the scope across different project assignments - setting expectations, gathering requirements for upcoming projects
• Confidential driven quality initiatives, reporting, planning delivery, identifying and escalating potential risks, getting customer sign-offs for CSAT
• Review proposal with customer and getting approvals for the SOW's
• Achieving Cost and Delivery efficiency (GM percentage and adherence to CHM parameters)
• Managing all project deliverables along with senior management including planning resources
• Provided a Daily Operations Dashboard containing information on availability, issues and changes
• Set up Vendor teams and Operate the Technology Operations Center (TOC) to provide a central coordination and monitoring for business systems
• Engaged business partners to ensure success criteria is clearly defined and to ensure optimization of future investments
• Set up teams and Operate the Technology Operations Center (TOC) to provide a central coordination and monitoring for business systems
• Providing metrics for the value stream dashboards and participating in Core and/or Governance Team meetings
• Maintaining detailed process metrics, track performance, initiate improvements, maintain documentation and provide training
• Resolved and closed all escalated issues and achieved defined OLA/SLA Metrics

Scope: ITIL, ITSM, BPM - IPS L2 Production Support

Technologies: UNIX, Teradata, WebLogic, Windows, MQ, .Net and Business Intelligence

Team Manager/Tech lead/Consultant

Responsibilities:

• Managed Confidential Finance L2 Application Production Support & Maintenance activities (FPP) as a single program
• Managed a team of 30 in the main engagement resources
• Coordinated the resolution of high severity incidents across multiple resolution groups.
• Liaised with Incident & Problem and determine approach and have the tickets escalated
• Incident Communication and reporting - Resolution activities & outcomes
• Participated in weekly Change Approval Board (CAB) to review low / medium impact risk changes
• Created, managed and communicated a change program detailing all upcoming scheduled changes
• Performed all release management activities to achieve secure and managed implementation
• Achieved secure and managed implementation of all changes to hardware and software components in the environment
• Reviewed the weekly release schedule

Scope: ITIL, ITSM, BPM - IPS L2 Production Support

Technologies: UNIX, Teradata, WebLogic, Windows, MQ, .Net and Business Intelligence

IT Consultant

Responsibilities:

• Provided operations and support according to IPS Support process essentials to ITRO Portfolio of Applications
• Contingency planning
• Incident resolution
• Working with Problem Management
• Change coordination
• Application Performance Management
• Capacity council coordination
• Service management
• Process management

Environment: Oracle, SQL, PL/SQL, EDI, Web Logic, MS-Excel, EDI inbound/outbound, Hyperion Essbase 6.5, DSS Data Warehouse, BRIO, Visual Basic, Abinitio, SQL Server, Peregrine, Crystal Reports 8.5, Visio 2000, Crystal Reports 8.0, Connect Direct, Control-M, IIS Web Server 5.0, Windows 2000 Server, HP Unix 11.0, Sun OS 5.8, C, C++, VB 6.0.

IT Consultant

Responsibilities:

• Provided Application Support to highly Business Critical Class A & Class B Finance/Treasury/Banking applications includes Wall Street Systems, ABS Suite, EPS, BankServ, CFAR/BLR, BancWare, Checkfree Recon, and BRIO.
• Provided 24 x 7-Production support and Incident resolution to CT-IPS Applications.
• Performed in depth Root Cause Analysis on system outages, with process enhancements.
• Adhering to Change Control framework and taking ownership for production deployments.
• Participated in gathering technical requirements for design and code reviews on projects and Disaster Recovery exercises.
• Preparation of monthly Incident/Batch metrics, executive-level analysis, reports, and project status overviews
• Involved in formulating the Service Level Agreement (SLA) with IT customers.
• Resolved production issues within the Incident Severity matrix working with different IT & Business organizations.

Environment: DSS Data Warehouse, EDI, Connect Direct, Control-M, LiveLink, F-Secure 5.2, PCAnywhere 10.2, Citrix, IIS Web Server 5.0, Windows NT 4.0, Windows 2000 Server, HP Unix 11.0, Sun OS 5.8

Application Support Analyst

Responsibilities:

• Sr. Support Analyst for the core production services responsible for running and monitoring the workflow of its integrated applications and reconciliation for various Food programs to the eligible participants of the program.
• Provided 24 x 7-production support on Application and Infrastructure
• Determining the root cause for incident resolution and make necessary enhancements to avoid potential failures for frequently occurring issues.
• Monitoring the daily batch processing issues, day to day reconciliation, nightly data updates and archives.
• Maintaining data integrity and consistency issues and gathering information system requirements.
• Provided incident resolution on Unix Shell Scripting and Korn Shell batch related issues and monitoring the batch logs, daily reconciliation logs for automated backup procedures.
• Documenting problem information, recommendations, and resolution utilizing call tracking tools and/or methodologies.
• Performing in-depth problem troubleshooting, problem resolution, and root cause analysis for batch related issues.

Environment: Oracle8i, PL/SQL, SQL, DocuShare, Livelink, Sharepoint, JAVA, Web Logic 6.0 & 8.1, SAS, JCL, Java Servlets, Hyperion Reports, BRIO, Visual Basic, VBA, MS SQL, and HP-Unix.

Process Associate

Responsibilities:

• Provided 24 x 7-production support on Application and Infrastructure
• Actively involved in System Analysis, Business Process Modeling, Data modeling, and Operational Support.
• Maintained strong interface with business users and business analysts to gather information and customer requirements.
• Participated in performance tuning of SQL queries using Explain Plain, Tkprof utilities.
• Worked on Network Security issues like Firewalls, Intrusion Detection, Cryptography and various other Network Protocols (HTTP, TCP/IP, and SSL).
• Involved in Troubleshooting the Windows 95/98/NT/2000 network.
• Knowledge of Active Directory Services, WINS, TCP/IP, DHCP, Network Security, Cisco Routers, Switches and various Firewalls
• Assisted in the design and coding and implementation of new production and data storage systems.

Environment: Oracle8i, PL/SQL, SQL, DB2, CICS, JAVA, Web Logic 6.0, Java Servlets, Crystal Reports, BRIO and HP-UnixGeneral Electric Card Services is a part of the GE conglomerate and is a leading Private Label credit card service provider in USA and CANADA

Programmer Analyst

Responsibilities:

• Managed the day-to-day support request and resolution workflow for enterprise Web operations technical issues
• Manage the investigation and analysis of application and operational failures
• Supported the specification and implementation of middleware upgrades
• Manage the troubleshooting of application performance problems
• Coordinated technical activities amongst various Web operations participants including technical staff, client organizations and third party technical vendors
• Environment: HTML, Java Script, VbScript, JAVA, Web Logic 6.0, Java Servlets, Visual Basic, VBA, SQL Server, and HP-Unix.