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Lob / Itsm Manager Resume

SUMMARY

  • I have more than 14+ years of experience primarily in IT, Project Manager, ITSM Operation management with global diverse and cross - functional team
  • Decisive, energetic, focused leader who led high-performance teams to deliver results and add business value. Exceptional communicator focused on building strong client relationships
  • Experienced in Design, Development, Integration, Planning, management of Builds, Configuration, Code Management, Production/Customer Support, Design patterns, Technical Architecture, Automating, optimizing mission critical deployments, leveraging configuration management, CI/CD & DevOps processes and Business Process Modelling
  • Vast Experience on Insurance domain and 3 years of experience in banking (Remittance processing)
  • Hands on experience include project management, Incident Management, Problem management, Change management, Continual service improvement, release management, Configuration management, Risk Identification & Mitigation, Disaster recovery and BCP
  • Experienced in managing Prod Support (ITSM-Operations), Development, Enhancement, Migration projects in .NET applications. Have good experience in upgrade project like .Net, SQL, Windows servers, Operating systems
  • Having good experience in Optimization, Process Improvements, and usage of the Best Practices. Advocate for, facilitate and create DevOps culture and Automate the feasible things with the correct DevOps tool
  • 14+ years of work experience in .NET Framework, ASP.NET, ADO.NET, SQL, XML, Javascript, SOAP, web service technologies
  • Experienced in Architecture, Database design, File system design & program design within the framework of a formal methodology, development and implementation of .NET complex, multi-threaded application solutions
  • Implemented Kanban model in operations & Production operation with 3 years of experience
  • Recently completed Agile Scrum master course and elevated to scrum master for strategic applications
  • Experienced in Assessing the Applications in terms of System, Application, Technology, Data, Integration and Network Layers
  • Proposed solutions focusing on reuse and industry standards at a program, enterprise or operational scope
  • Ensured compliance with established architecture, design patterns, policies, standards and best practices
  • Experienced in database design, data modelling
  • Delivered all products with zero escalation and provided seamless support to high critical business applications
  • Experienced in preparation of High Level, Detailed Estimates, Request for Proposal(RFP), Statement of Work(SOW) and Presentation Decks
  • Architected componentized System, Application, Technology, Data, Integration and Network layers
  • Monitoring support operational procedure, SLA's, Disaster recovery procedures
  • Have used Dynatrace, Rally, Remedy, IRIS across supported applications
  • Certified ITIL 4 Foundation, SAFe 4 Agile (SA) and SAFe Advance Scrum master (SASM)

PROFESSIONAL EXPERIENCE

Confidential

LOB / ITSM Manager

Responsibilities:

  • IT Delivery, Production support & Project management
  • Code integration module Development & Enhancement using .NET Framework 4.0/4.5, C#.NET, ASP.NET
  • Responsible for building and development partnership across IT and the business by engaging the business and IT
  • Designing and implementing business processes and continual service improvements within the BI Prod ops IT organization to minimize negative business impacts and maximize revenue
  • Responsible for managing and resolving critical incidents, root cause analysis, communication & preventative actions items
  • Building knowledge base and knowledge transfer programs to build and support employee development and succession planning
  • Established process and procedures to identity monitoring gaps in customer facing applications and ensure problem detection of the support teams before customer detects it
  • CA Autosys - Distributed job setup & monitoring
  • Responsible for capacity planning, resource planning of the support teams to day to day operations
  • Planned, led & managed critical downtime maintenance for the BI prod ops applications
  • Involved in BCP & Disaster recovery planning
  • Planned, managed & executed technology upgrades
  • Planned and managed implementation of Kanban model (including Rally board setup)
  • Established predictive analysis and reduced average 5~7 % of YoY inflow ticket
  • Train team members in ITSM Processes (Incident/Problem/Change) of the IT organization and single point of contact for all change related queries for the organizations
  • Conduct incident review meetings to follow-up on the root cause and preventative actions for critical incidents
  • Co-ordinate with cross functional teams to perform root cause analysis of problem / Incident tickets
  • Provide status reports on incident tickets with corresponding metrics like average time to respond / resolve tickets (MTTR) With vast production support experience (Level 2 & 3)

Confidential

Offshore Project Lead

Responsibilities:

  • Status reporting, estimation, planning, and execution of project with specific focus on requirement analysis and project timelines. Trained and supervised project team, set goals, and reported on problem status and team’ performance
  • Commit to year-over-year improvements in the services through implementation of best practices and innovations as measured by Service Level Objectives (each, an “SLO”)
  • Commit to 5% year-over-year reduction in cost through continuous productivity improvements in delivery of defined Development, QA and Production Support Services as measured by SLOs

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