SUMMARY:

• Seasoned 15 years + IT Professional with expertise in ITIL Service Management Release & Service Delivery Management, Problem Management, Configuration Management, Project Management, Test Management and Change Management with extensive experience in Implementation and Production Support.
• Infrastructure Project Management: Work closely with infrastructure and operations team for high risk / impact critical projects with respect to project planning, release and rollout, scheduling, and impact / urgency analysis.
• Process Management: Create a structured process in IT Operations and continuously improving the process through feedbacks and audits. Implement process controls in order to increase efficiency and meet customer expectations. Work with Operations business units to assess and streamline processes in order to mitigate risk and generate efficiencies.
• Communications Management: Systematic planning and communication of scheduled Operations and Infrastructure maintenance windows to stakeholders. Built and managed strong relationships with project sponsors and stakeholders in Operations, Technology and the Business.
• • Problem Management: Implementation of problem management process following ITIL guidelines. Work with senior perations and infrastructure team members across database, Storage, UNIX and Windows server team, networking in rder to determine proper root cause analysis and action plan to minimize the problems / risk.
• • Change and Release Management: Ensured that every change in the production goes through the Change Advisory
• Board (CAB) approval process before implementation.
• • Worked in all phases of Agile, SAFe, Kanban, Waterfall Software Development Lifecycle (SDLC) Methodologies including User Interaction, Analysis, Requirements gathering, Implementation, Documentation, Verification,
• Production and Customer interaction on Client - Server applications, Web applications and Mobile applications.
• Strong domain experience in Telecom, Retail, Banking, Health and Market Research.
• Good management and technical experience in executing Migration and Maintenance projects.
• Manages the implementation and consistent delivery of projects to agree upon timelines, budgets and expectations of quality.
• Proven Leadership abilities, demonstrating skill in spearheading project initiatives, creating and implementing both change and release management policies and procedures, while providing the highest quality of design, development, implementation, support, and maintenance.
• Exceptional Communication skills with intuitive approaches to customer relationship management, team building, and business needs consulting; actively support training and mentoring of junior professionals.
• Extensive experience in managing 24x7 Production support environments, driving incident management or HAT calls, implementing infrastructure related projects, problem and incident management processes.
• Strong experience to ensure Operational stability across all platforms and applications - both pre- and post-production - by providing functional and system or application availability monitors, technical subject matter expertise and analytical and team coordination skills to focus all necessary resources on service restoration.

TECHNICAL SKILLS:

Programming Languages: VB, PL/SQL, C, TOAD, Kenan / Arbor, kenan FX 2.0

Scripting Languages: VBScript, Java Script HTML, XML, CSS

Database: MS SQL Server 2005/2000/7.0/ 6.5, Oracle 10g/9i, DB2, MS Access

PM Tool: MS Project, MS SharePoint

Tools: Version one, JIRA, Confluence, SVN, Jenkins, Build master, Sub version, CVS, TFS, GIT, Puppet, Install Express, CA,SCM, Nexus, GIT Hub, WinSCP, HP Quality Center, ITSM BMC Remedy, IPMS,VSS, Bugzilla, Mercury Test Director 11.0, CCM.Net

Platform: Windows 10, Win 2003 / NT, Win 2k Server, Unix, Linux, DOS, MAC,VMS, VMware workstation

Functional andManagement: experienceITIL Service Management - Release and service Delivery management, Incident & Problem Management, Configuration Management and Environment Management, ETL Migration, Maintenance, Development, Testing, Implementation

PROFESSIONAL EXPERIENCE:

Confidential, Pennington, NJ

ITIL Release Portfolio MANAGER

Responsibilities:

• Coordinate release content and effort based on the service request backlog, pending service requests, third party applications, or operating system updates
• Manage release definition and scope negotiation. Actively work with Business representatives and Technical teams to review priorities and perform capacity sizing to scope releases
• Build out project milestones, evaluate dependencies, and schedule work to meet the release Go Live date
• Facilitate meetings with Business Leads, PMs, & IT leads, to track release status
• Coordinate code readiness and promotion through environments. Work with Code Promotion Team, Application Leads, and Infrastructure teams to verify release packages, code merges, code staging, code quality, and environment readiness throughout the complete life cycle of the release
• Coordinate non-production environment data refreshes and software builds/deployments
• Work closely with the BA and Architectural Teams to ensure requirements and design is completed and meets business needs
• Work closely with Development and QA Teams to oversee the completion of code reviews, unit testing, release test plan, test scripts, automation, performance.
• Work closely with Business Leads and PMO to oversee User acceptance testing and sign off
• Manage the change control process. Perform risk and impact analysis of changes and consult all related teams. Communicate risks, mitigation plans, and action plans
• Prepare and manage all release deployment artifacts for the successful implementation of the release in Production. Includes implementation plans, schedules, communications, conference calls, etc
• Manage post productions issues to closure and perform appropriate hand offs
• Conduct lessons learned, and produce scorecards on release activity
• Outstanding cross-functional leadership - ability to lead development of complex, integrated plans and gain commitment for various resources to realize plan
• Excellent program, project management skills - ability to track progress versus defined plan; identify and mitigate release-level risks; facilitate resolution of issues/conflicts; validate status
• Technical aptitude and strong problem-solving skills - ability to quickly identify, triage and facilitate remediate of release-level conflicts/issues
• Ability to identify and communicate cross-functional impacts and risks
• Ability to multitask and manage several releases at the same time
• Ability to negotiate priorities and communicate benefits
• Ability to apply Scrum, SAFE, and other agile frameworks to organize delivery teams and drive delivery under an agile framework.
• Measure and monitor progress to ensure application releases are delivered on time and within budget, and that they meet or exceed expectations
• Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews.
• Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists.
• Deployment plan include the major database upgrade, Hadoop, Data stage components including the patching andSecurity vulnerability requirements adhering to Banking GIS standards.
• Develops scripts and automation tools used to build, integrate, and deploy software releases to various platforms.
• Responsible for the 24x7 maintenance and stability of more than 1,000 in-house mission critical applications for the Global Wealth and Investment Management Technology (GWIMT)
• Monitor production jobs, design solutions to improve application performance, oversee production implementation requirements, provide change management and release management services
• Managing day to day operations by providing L2 and L3 application production support services for GWIM applications related to CTS managed platforms- C&AD, Core, Online, Banking and Retirement Services
• Worked with business owners to create Service Level Agreements (SLAs) for their applications to ensure all processing completed within a set expectation
• Lead/drive 24/7 Production Incident calls or HAT calls and resolved incidents adhering to defined SLA’s
• As part of the Stability, Monitoring and Systems responsible for helping to ensure operational stability across all GWIM platforms and applications - both pre- and post-production - by providing functional and system or application availability monitors, technical subject matter expertise and analytical and team coordination skills to focus all necessary resources on service restoration

RELEASE INCIDENT MANAGER

Responsibilities:

• Responsible for operating the managed service project for applications in APIMEA region and providing the Incident management services and Production quality assurance for US Media T&V and NOCR application deliverables
• Provide Production Support Services to all the ‘The Nielsen Company’ Applications - Global level which includes L2 and L3 support
• Collaborate with business stakeholders, subject-matter experts, and technical teams to define organizational data management, storage, and retrieval requirements. Design database solutions to meet business accessibility and usage needs; enable 24 / 7 on-call production support for application restoration. Utilize proven project management and software development life cycle skills to play key role in implementation of new applications, business processes, and hardware supporting new products and services.
• Providing permanent fixes for repeating issues through process improvements and value addition to customer
• Responsible for investigating the root cause of incidents and outages impacting production GWIM systems and services and for ensuring appropriate post-mortem problem management follow-up actions are identified and tracked.
• Measure and monitor progress to ensure application releases are delivered on time and within budget, and that they meet or exceed expectations
• Developed Excel macro to report project status test cases designed, executed and defects logged for each cycle/release
• Closely worked with key stakeholders to gather, document and update the project requirements and needs across the releases
• Actively conducted triage meetings to analyze test results, identify and track the issues reported in Quality center and work with development staff to isolate and resolve issues
• Managed and mentored various application QA teams about concepts, methodologies and practices
• Prepared detailed work breakdown structures and installed shared accountability for achieving project milestones
• Resolved numerous project issues including staffing shortages, tactical matters, scope creep and divergent business and user needs
• Maintains the release schedule for all core services and ensure alignment across key partners and vendors.
• Continually work towards making improvements in the release process.
• Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists.

Server / Data Migration IMPLEMENTATION Lead

Responsibilities:

• Involved in Requirement Analysis, Data Mapping, Design, Coding(Performance Tuning of Scripts), Testing,Test Specification Preparation, Reviews, Execution (System Testing/ Dry Runs 1,2,3,4/Trial Run/Implementation), Reporting Bugs- tracking them to closure(using Track record tool) and Final delivery of bug free product.
• Responsible for communicating with the onsite team and client, on a regular basis regarding queries in the work requests and updates on work status/status Call from Design Phase.
• Involved in Project Management / Quality related activities, trained/ mentored team members .
• Responsible for Team Management, Resource Planning (till Post Implementation Phase), Assigning the work to subordinates, involved in Preparation/Reviews of all Strategy document and Run sheet for Implementation. Managed in resolving QSM tickets/dockets raised in Post Implementation Phase.
• Responsible for successful Server Migration and Data Migration Production implementation and resolve/manageProduction support issues. This Hardware Refresh exercise significantly reduced hardware/software maintenanceand services costs, reduce the operations and maintenance cost significantly and improves customer service.
• Strategized and planed with IT Management for the migration and or upgrade of various applications and database systems
• Responsible for planning, designing and successfully launching various applications
• Provide post implementation support for L2 and L3 category production issues.
• Gathered all the required information, documents and artifacts and provided to the different teams for on time completion of the project
• Lead various small and medium scale projects by working closely with analysts, architects and developers
• Worked closely with key stakeholders to ensure correct implementations of the requirements for the project.
• Defined and implemented major SDLC methodologies and office policies to improve product quality
• Worked with SMEs and project leads to analyze requirements and specifications for new applications along with re-engineering the existing applications
• Carried out regular triage meetings to recognize and determine critical test/development faults.
• Lead cross-functional efforts to identify, prioritize and conduct root cause analysis on a diverse set of issues.
• Produced reports summarizing market reviews and customer feedback metrics. Also regularly reviewed product usage, analytical reports, latest consumer/market trends and user requests to support the product roadmap and improve product quality

IMPLEMENTATION/Production Support Lead

Responsibilities:

• Involved in Requirement study, Analysis, Data Mapping Design, Coding, Testing, Test Specification Preparation, Reviews, Execution(System Testing/ Dry Run), Reporting Bugs- tracking them to closure and Final delivery of bug free product.
• Responsible for Team Management, involved in Preparation/Reviews of Strategy documents .
• Responsible for communicating with the onsite team and client, on a regular basis regarding queries in the work requests and updates on work status. Involved in the designing phase which includes Preparation of Test Plan and Test Script for the Test Execution in Test Director. Handled Project Issues/concern
• Involved in call with the onsite team and the marketing team to meet out the requirements on time. Also involved in generating the casual analysis reports for the defects and coming up with the preventive action to minimize the defects with the IQMS.
• Involved in Requirement study of the change requests, Analysis, Test specification preparation, Reviews, Execution, Reporting Bugs- tracking them to closure and Final delivery of bug free product. I was responsible for communicating with the onsite team and client, on a regular basis regarding queries in the work requests and updates on work status.
• Analyzed and reviewed the project requirement specifications to understand the scope and coverage of the project
• Provided L2 support for the Production issues
• Worked with the Business Analysts to review test requirements, develop test scenarios/test cases, test data and expected results to thoroughly test business requirements
• Conducted the Functional, System, Integration, Regression, Performance, UAT
• Interacted with the development team on a daily basis to resolve and close bugs and understand the application architecture, functional and data requirements and integration with other systems
• Involved in generating the casual analysis reports for the defects and coming up with the preventive action to minimize the defects with the IQMS

DEVELOPER

Responsibilities:

• Project activities involved the Collection of Data from switch to mediation server via FTP over TCP/IP, Conversion and Validation of CDR data received from various switches according to client applications (Kenan Billing - A01 format & ICA format), Distribution of converted data to various client applications, Integration of Kenan billing system with various switches, Configuration of Network Elements to provide online provisioning, Integration of MetaSolv order management system with Switch
• Involved in the implementation, maintenance and Production Support of the Billing Module with the product Arbor Kenan BP
• Developed Production Automation Tool for Prebill run and Post bill run activities
• In Charge of the Error Resolution Module of which the responsibilities include replication and testing of all major errors in all customer circles
• Support the call rating process for bill runs, resolved tickets raised by users regarding billing issues.
• Trained many new employees to the team for handling the Interface errors between the Kenan billing and the Metasolv order Management System.