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 "