SUMMARY

• ITIL V3 Foundation certified ITSM Consultant wif 11 years of experience in IT Service Management.
• IT Service Operations experience in 24x7 EUC - Service Desk Ops, Data Center Ops and Project Management across Europe, APAC and US regions.
• Extensive ITSM experience in various verticals - retail, stock exchange, banking and consumer products.
• Overall 5 years of supervisory and managerial experience. Passionate about Process Management and IT Ops, and want to further enhance my career in same domain.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, BMC Remedy, CA-Service Desk Manager, RightNow

Monitoring Tools: CA & HP monitoring tools, Control-M, Q-Pasa, Netcool, Netcrunch, AngryIP, LANDesk

Mainframe: CA-7, CA-1, OPC, z/OS, TSO/ISPF, JCL, VSAM, SORT, SELCOPY, MVS console, CICS

Certifications: ITIL v.3 Foundation, PMP (in progress)

Other Tools: Concepts MS Project, Excel, Word, PowerPoint, Visio

Cloud computing: SaaS/PaaS/IaaS, OpenStack, server virtualization

PROFESSIONAL EXPERIENCE

Confidential

ITSM/ServiceNow Consultant

Responsibilities:

• Responsible for managing Remedy to ServiceNow migration, tracking deliverables
• Business requirement gathering, creating and validating blueprint document for ServiceNow
• Process governance (as-is and to-be) - process planning, design, documentation, implementation
• Knowledge base management, report generation and data analysis
• Coordinating wif other teams for process compliance, escalations and RCAs, IM, PM, CM implementation, SLAs
• Checking, validating and reporting ticket trends and quality (SLAs, closure, collaboration and communication)
• Generating daily report on teh status of tickets and notifying TLs/PMs when tickets have breached SLA
• Creating metrics and maintaining noledge of applicable service level agreements

Confidential

Senior Manager

Responsibilities:

• Service Transition - from multiple global locations (Follow-teh-Sun Model) to a common delivery center
• Transitioned data center from multiple global locations to two delivery centers.
• Managed integration of multiple CA, HP & other monitoring tools to single CA-SOI console
• Successfully migrated from Remedy ticketing tool to ServiceNow
• Created metrics and designed processes based on agreed service levels wif customer
• Process planning, design, documentation and implementation
• Managed SOPs during transition phase and noledge transfer to teams
• Service Delivery - 24x7 DC Ops, supported 78 countries & 378 sites globally. Managed data center services. Services included –
• Core monitoring services: server, network device, backup, database health, all hardware, OS, website availability & application process monitoring, batch processing & job execution
• Acnoledged, triaged, provided first level support to events as per SOPs, escalation as per matrix, RCA
• Created incident ticket wif correct severity on Remedy/ServiceNow
• IM, PM, CM, SR on Remedy/ServiceNow as per ITIL framework
• Generated periodic reports from ServiceNow. Analyzed and presented teh status reports to senior management & client
• Service improvement initiatives – Developed & implemented roadmap for service and process improvement
• Automation – Integration of CA-SOI wif ServiceNow for chat/alert to ticket automation
• Incident Management – reporting & trend analysis to reduce incident rate
• Event Management – alert optimization
• Achievements – 30% incident rate reduction due to alert trend analysis and optimization; significant manual effort reduction due to alert automation (integration of CA-SOI wif ServiceNow for chat/alert to ticket automation)

Confidential

Responsibilities:

• Batch Operations & Scheduling track transitions to two new delivery centers
• Defined metrics, designed processes & developed SOPs during transition phase. KT to teams
• Managed production scheduling, console operations, 24x7 batch monitoring (job-abend handling, resolving/escalating & other daily procedures like housekeeping, IPL). Ensured SLAs were met
• Created of incident tickets for batch job failure/batch issues on Remedy
• IM, PM, CM, SR on Remedy as per ITIL framework
• Extracted, analyzed and sent status reports to senior management & client; handled customer escalations
• Executed Business Continuity Plan (BCP) exercises for Mainframe
• Service Improvement – Driving process improvements, reporting & trend analysis to reduce job failures
• Team Management – Interviewing, hiring, technical training & mentoring, rostering, performance reviews etc.

Confidential

Project Manager

Responsibilities:

• PMO ownership for DD & KT, drafting & issuance of project proposals, RFPs, budgets & preliminary schedules
• Catered to project scope & requirements, preparing project org & communication charts
• Chaired meetings, MOMs, communicated project status, collaborated on issues
• Project Plan - tracked project schedule, deliverables, SOPs, documentation, plans, reports and transition progress
• Discussing risks/gaps/opportunities wif SMEs/SLMs & updating registers
• Resource Management - headcount databases, resource assignment, rostering

Confidential .

RightNow, CA-Service Desk Manager

Responsibilities:

• Service Desk & Data Center operations transition to two new delivery centers
• Migration from RightNow to CA-SDM
• Developing processes & SOPs during transition phase. Managing noledgebase
• Service Desk operations – calls, emails & chats; level 1 troubleshooting; ticket creation & assignation wif correct severity; priority 1 incident handling; CSAT–customer satisfaction; RCA
• Data Center operations – core monitoring services: alert & batch monitoring, triaging as per SOPs; analyzing & rectifying Mainframe job abend; taking daily backups; CA-7 scheduling; handling dispatch
• Responsible for supporting teh execution of all ITSM processes as per ITIL framework including IM, CM, PM, SR. Ticket creation wif correct severity
• EUC services (Desktop support, User Account management)
• Dashboarding, reporting based on trend analysis, process compliance based on metrics
• Executing DR Plan – Coordinating voice & data outage issues
• Service Improvement – Driving process improvements
• Team Management – Interviewing, hiring, technical training & mentoring, performance reviews, rostering etc.
• Direct Customer interaction – point of contact for escalations, status updates etc.
• Achievements – Mainframe Dispatch migration to cloud web service achieved well before time; highest FCR wifin team; promoted from Analyst to Track Lead because of good performance and sincerity, managed two teams