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Project Managers/ Architects/consultant Resume

SUMMARY:

  • IT Program / Project Management
  • Create and maintain project schedules, action trackers, issue logs, progress reports, and other project documents.
  • Drive internal and external activities needed to meet the dates defined in the project schedule.
  • Coordinate and lead status calls and executive status meetings.
  • Deliver projects on time, on budget, and within scope.
  • Prevent or minimize delays by keeping all stakeholders informed of progress
  • Identify and manage project risks
  • Manage budgeted hours at the task and resource level on a weekly basis
  • Produce biweekly T&M reports
  • Build and maintain the project plan
  • Control project scope with an effective change management process
  • Escalate issues internally and externally proactively as needed
  • Coordinate project deliverables based upon internal resource availability.
  • Maintain and refine project management processes; work with leadership to drive overall process improvement.
  • IT Service Delivery Management
  • Extensive experience in the role of Service delivery Manager
  • Provide a focus for SLA management and customer satisfaction across the customer base. Ensure systems and structure for SLAs and client satisfaction are in place and effectively used
  • Contribute as a technical expert (if Needed) problem analysis, and process evaluation, while maintaining focus on IT operations
  • Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
  • Ensure and monitor processes are in place to pro - actively protect consistent service quality through management of change control and acceptance into service delivery
  • Ensures resources, capabilities and capacity to meet both existing and new business demands
  • Provide expert problem management support to difficult, high profile customer issues and ensure a corrective action plan is followed
  • Oversee the integration of all service delivery and constantly improve the quality and inter-working of delivery service for clients
  • Ensures tools and technological platforms are in place to support customer environment
  • Demonstrates a breadth and depth of operational service delivery management expertise
  • Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
  • Significant experience of leading and managing teams (matrix management) within an operational service delivery or managed services environment
  • Understanding of various businesses and market sectors using that knowledge to meet, evolve and increase customer requirements
  • Regular business reviews
  • Risk reviews with mitigation plans
  • Implement the IOT (Internet of Things) Concepts for Business process
  • Convert the business process automation to achieve digital transformation
  • Building and maintaining healthy business relations with client/business partners thereby ensuring customer satisfaction to achieve Service delivery & quality.
  • Strong client focus with ability to interface at all levels typically at senior manager/director/VP/CIO levels
  • Implement effective customer retention strategies.
  • Generation of Business through new planning
  • Leading, & monitoring the performance of team members to ensure efficiency meeting of individual & group targets.
  • Setting up process to ensure smooth Project/Service delivery to make customer delight & individuals can perform their task effectively
  • Interacting with competency groups for knowledge transition to team
  • Cloud Computing & Cyber Security concepts to enhance the knowledge of technology landscape
  • Data Analytics tools (SaaS)
  • Soft skills, Process & Compliance

SKILL:

  • IT Program/Project Management
  • IT Service Operations/Delivery Management
  • IT Security & SOX Compliance Management
  • Supplier & Vendor Management
  • ITIL Process Management
  • MS Projects
  • Lean, Six Sigma quality process awareness
  • Technical Support on Windows DC & AD Environment, VMware, MS Exchange, Cisco Network ProductsITSM Tools Implementation (SCOM, SCCM, ServiceNow)
  • People Management & Team Building
  • Data Center migration
  • Data center consolidation
  • Remedy, Summit
  • SCOM, ServiceWatch, ServiceNow, Event Grid, SolarWinds
  • Infrastructure Service Integration with ServiceNow
  • MS Office migration 2006 to standard 2016
  • SAP ERP Implementation (Retail & Manufacturing)
  • Retail Application Roll outs
  • SAP Master data management
  • SAP ERP & Engineering application integration with ServiceNow
  • Event Grid Infrastructure events co: relation and auto closures.
  • Onboarding/Off boarding: End to end business and IT process automation for Onboarding/Off boarding
  • Share folder access: Automate the role based share folder access permission
  • SMAC tool: VOIP Phone configuration
  • Work flow automation for Server verification process
  • IoT: Developed Mobile app for ticket logging & AD account unlock
  • CIO dashboard for IT Operations

EXPERIENCE:

Confidential, Novi, MI

Project Managers/ Architects/Consultant

Environment: Harman IT Infrastructure services, Service Now Tool, Cross Functions (ITIL Process)

Responsibilities:

  • Improve overall business IT service availability
  • Improve overall IT service performance
  • Provide end to end visibility of business critical applications as a service
  • Provide overall health status of all business critical services to IT and business leadership, operations and IT engineering teams.(Operational Metrics and Reporting)
  • Service Catalog Management
  • Tracking implementation status of identified monitoring Gaps for SIF Services.
  • Analyzing the RCAs of all Major incidents & tracking preventive actions Including Infrastructure & Application for all SIF Services.
  • Serve as a tool (ServiceNow) for business and IT leadership to understand end to end cost involved in providing/maintaining the given service
  • Serve as a tool to assist business and IT leadership in the decision making process for investments towards meeting target SLAs.
  • Driving the process improvements initiatives with delivery team for all ITIL process.
  • Weekly Monthly Governance review with Customer & Internal management

Regional Operation Manager

Confidential, Novi, MI

Environment: IT Service Desk (English), End user Computing, Datacenter Support, New Users hires & Termination request fulfillment, MIS, MIM, ITIL Process, SOX Audit & ISO Compliance & Quality.

Responsibilities:

  • End to end IT service delivery for Region
  • Manage the IT Support for VIP users & End business users
  • Infrastructure Project Management
  • 100% compliance to contractual commitments
  • Ensure all SLA parameters are maintained above Expected Service Level (ESL)
  • Incident Management process improvement, also making sure Major Incident management during Indian hours.
  • Improve and sustain end user and stakeholder CSAT, PCSAT & ACSAT
  • People management, managing all onsite team
  • Regular review meetings with Review meeting with counterparts in other regions to ensure operational synchronization.
  • Resources planning to ensure adequate headcount were on- boarded to meet operational requirements.
  • Develop career roadmap for every team member
  • Risk management (especially resources, IT and ODC infrastructure)
  • Value creation for Customer, Confidential and Employees
  • Work with support functions to get the work done
  • People performance management to meet productivity improvement target
  • Drive continuous service improvements (lean etc)
  • 100% compliance to organization Confidential norms & policies

Offshore delivery & APAC Regional Operation Manager

Confidential

Environment: IT Service Desk (English & German Language support), Wintel, UNIX, Backup & Storage, System & Alert Monitoring, Network (Data/Voice) End User Computing, New Users hires & Termination request fulfillment, MIS, MIM, ITIL Process, SOX Audit & ISO Compliance & Quality.

Responsibilities:

  • SLA Management (Daily/weekly/Monthly)
  • Drive the SIPs with respective towers (weekly/Monthly)
  • Ensure to follow the ITIL Process Adherence by all towers (Incident, Change, Problem, etc)
  • Weekly Operation review meetings with team leads & Confidential management.
  • Tracking CRs and ensure ARC/RRC baseline as per the contract.
  • Analysis of team productivity (Daily/weekly/Monthly)
  • Weekly Operation Review meeting with counterparts in other regions to ensure operational synchronization.
  • Manage shift and on call, support required for project and validate all reported hours on monthly basis.
  • Ensure same day closure of tickets is more than 50% of daily inflow.
  • Ensure all open tickets per technology are maintained not more than one-day inflow
  • Proactively plan rotation of resources, who have completed 24 months in single project.
  • Managing people processes for team and keep the team motivated & control the attrition ratio for account.
  • Face-to-Face meeting are conducting once in a quarter with direct and indirect reportee’s.
  • CSAT & Customer Escalation Management.
  • Review MIS Reports & Published to customers (Daily/Weekly/Monthly)
  • Involved in ITIL Process development (Incident, Change, Problem, etc.)
  • Onboarding & Off boarding Process, Account induction for new joiners.
  • Accommodate the Technical & behavioral for the team .

Production & Backup Operation Manager

Confidential

Environment: HP OMW, HP SIM, HP OV Monitoring Tool, Remedy, Netback up VERITAS 6.5,7.1, Wintel, UNIX, MIS, MIM, ITIL Process, SOX Audit & ISO Compliance & Quality.

Responsibilities:

  • Following Onboarding/Off boarding Process, Conduct Tower Induction, SLA and org. structure understanding.
  • Identified the areas for team members (Soft skill / Technical)
  • Plan & implement the cross Scaling of the team members
  • Keeping track of tenure management of the team members & Control the attrition,
  • Customer Service Assurance
  • CSAT Rating - Satisfactory rating of customer for Tower
  • Customer Escalation Management
  • SLA Compliance as per contract for your Tower
  • Pending calls review (SLA breach, P1 incidents)
  • Team Review & Productivity Measurement
  • Tower Review with Data Centre Manager & Customer
  • Participate in Service Delivery Review
  • Vendor Coordination and Management
  • Adherence of Service Availability & Capacity planning for domain
  • Following & adherence to all defined ITIL processes for the project
  • Participation in MIM Process and Resolving P1 Ticket
  • Participation in Problem management & Change management (CAB)
  • Submission of RCA for all P1 tickets & as a part of problem management process
  • Compliance (FDA) & ISO 20000-1 Adherence for your Tower
  • Participation in ISO 20K Audit and Closing of NC
  • Minimize manual effort by automation (Run book Automation)
  • Participation in Left shift program for your Tower. Handing over L1 activities with, SOP to Service Desk / Prod Ops
  • Participate in Six Sigma Project (Over All Incident Reduction 80/20 principle, Service Category definition)
  • Tools Alerts. Ensuring alerts are configured for all monitoring requirements and integrated with remedy tool
  • Service Improvement Initiative
  • Worked on Functional Excellence like maintaining SOPs, SMTD & submitted the Knowledge Articles.

Regional Operation Manager

Confidential

Environment: Remedy, Windows & UNIX Server, ITIL Process, Data center support, POS application & infrastructure support, SOX Audit & ISO Compliance & Quality

Responsibilities:

  • Maintain 100% availability of resource at all the sites as per the SLA.
  • Maintain the 100% adherence to the SLA and ensuring the SLA was meet for all the parameters.
  • Managing the complete Service Delivery for the set region at the most cost efficient method.
  • Continues visit at every site to review the SLA and also have a review with the Site Managers to understand and resolve
  • Monitor the team movement across locations for support and remote sites.
  • Major Incident monitoring and keeping the customers and supervisors informed.
  • Monitor the entire new application roll out and provide the dashboard to on timely basis.
  • Monitor all the new activities happening at all the sites and provide the updates and make sure that all the activities are Done on the set timeline.
  • Team management, Creating Roster for 100% onsite engineer availability.
  • Implement new service delivery policies as decided by the management
  • Managing the team s Attendance and approving them within timeline.
  • Understand the professional as well as justified personal needs of the resource for 100% employee satisfaction.
  • Appraisal Management for all the resource reporting and closing the same on time.
  • Planning for resource as per there aspirations.
  • Providing feedback to resource for his own strength and weakness, so that the resource can work on the same for a better Future.
  • Practice asset management for IT hardware, software, and equipment.
  • Analyze existing operations and make recommendations for the improvement and growth of IT services.
  • Establish and maintain regular written and in-person communications with department heads, and end users regarding Pertinent IT activities.
  • Conduct research and remain current with the latest ITSM practices, technologies and solutions.
  • Assist in the development of requests for proposal for goods and services where appropriate, and other related duties as Assigned by the department heads.
  • Additionally, Managed handled role of L1 Application Support Manager for 23 future group business applications with the team of 28 people strength.
  • Optimization of manpower and processes
  • Providing statistics on top 5 issues and RCA
  • Providing support within defined SLAs
  • Building IT service dashboard and discuss with stakeholders
  • Making business communication on roll out and other activities.
  • Standard roll out template should be used
  • Support structure adhering ITIL processes
  • Periodic review process with partners
  • Vendor relationship management
  • Building effective knowledge base
  • Adhering to call ageing and call hygiene processes "

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