SUMMARY

• Decision Making: Possess the market knowledge and understanding of the impact of any decision on the company, thus facilitating quick decision making
• Systematic: Process oriented professional backed by proven expertise in instituting systems and setting up procedures with a meticulous eye for detail
• Communication: Confident and persuasive interaction capabilities aided by language skills in English and Tamil
• Management: Firm Team Manager capable of extracting work within schedule, foster high level of motivation within the team by being transparent and open minded
• Resilience: Capable of adapting to any kind of role, team or situation with ease
• Innovative: Explore and provide solutions with innovative methodologies and approach

PROFESSIONAL EXPERIENCE

Confidential, Chennai/Boston

Consultant (ITIL Process Consultant)

Responsibilities:

• Establishing and executing strategic and tactical plans for a full scale implementation of the ITIL / ITSM framework across organization
• Manage assessments and analyze the current IT environment of customer using Industry standard assessment Methodology
• Participating and contributing in process consulting proposal preparation and RFP responses
• Understand the specific Process requirements of the Customer and gather the required inputs on Customers people, practices and processes, Organization structure, ITIL Tools in - use, as-is process, details on current Vendors
• Coaching and supporting team members for consulting assignments
• Identify opportunities for standardization and improvement of processes and policies and implement best practices. Interact with Business as well as Customer in the context of ITSM Process and Tools Initiatives
• Collaborate and tell the Tools team (Internal / Customer) as required to customize the ITSM Tools in-scope
• Agree with the Customer on KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics
• Document the Business requirements & facilitate the Functional Requirements that is required to be integrated via the ITSM Toolset.
• Author the Process documents and get them signed-off from the Customer
• Act as the POC for all ITSM tool & Process related activities during the strategy & transformation stage & ensure the Tooling elements are completed as per the Milestone deliverables.
• Lead workshops with senior business stakeholders to capture processes improvements & develop an Improvement roadmap for Process & Tools.
• Facilitate & lead the Process & ITSM tool functional training for the customer IT Teams & all other resources in the engagement as required.
• Develop a Training strategy, Plan & training calendar to accommodate the Client requirements & the Organizational Change management teams.
• Takes ownership, follows through, and delivers on commitments

Confidential

Assistant Consultant

Responsibilities:

• Manage, asses and analyze the current IT environment
• Perform gap analysis of current IT Infrastructure processes with respect to ITIL Framework and industry best practices
• Interacting with practitioners and SMEs to identify gaps in process and gauge readiness for transforming to services
• Provide recommendation for bridging the gaps uncovered
• Mentor and guide project team members on the deliverables
• Designing and implementing information system processes (ITIL based) and functions in a large complex IT organization
• Managing and measuring processes compliance to established company policies/procedures, and lead continuous process improvement
• Measuring the timeliness, quality and effectiveness of all processes performed within a given area of responsibility
• Develop proposals and recommendations to drive process improvement decisions
• Identify opportunities for standardization and improvement of processes and policies and implement best practices
• Capable of developing and implementing new standard policies and procedures as well as improvements to existing policies and procedures
• Experience leading process improvement projects
• Expertise in interfacing with internal customers, external vendors and global teams
• Comfortable and effective dealing with all levels within the organization, including Executive Management
• Ability to work through obstacles to achieve team success
• Makes effective decisions; acts decisively; anticipates future needs; and collaborates with team members to obtain their perspectives

Confidential

Change Analyst

Responsibilities:

• Provide a central point of contact responsible for providing Change Control Information globally
• Function as a gatekeeper with regards to the quality of the delivered change from the PM
• Ensure implementation and adherence of Change Control procedures globally
• Define and regularly review Regional Change Management Processes and procedures to ensure efficiency of process
• Contribute to and attend monthly Service Review Meeting with Vendors to discuss performance and any issues
• Liaise with Regional SLM team where SLA’s not being met
• Develop and maintain close links with other Infrastructure Control Teams e.g. Capacity Mgt, Incident & Problem Mgt, Release & Deployment Mgt etc
• Table all RFCs for a CAB meeting, issue an agenda and circulate all RFCs to CAB members in advance
• Decide which people should attend which CAB meetings, based on the nature of the Change Request and people's areas of expertise
• Review the risk and impact of all presented RFC(s) on the infrastructure and their exploitation
• Issues and maintains Forward Schedule of Change (FSC)
• Review all implemented Changes to ensure that they have met their objectives.

Confidential

Team Leader

Responsibilities:

• Overall in-charge of delivery of PCS FM services at Reliance BPO Ltd.
• Responsible for ensuring service is rendered at the location as per the SLA
• Good interpersonal skills, with the ability to communicate effectively and clearly to both IT and business staff
• Strong service attitude, builds lasting customer relationships, strives for efficiency and effectiveness
• Act as a single point of contact to Customer Centers and Senior Management for delivery and high priority issues and incidents
• Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure
• To manage in-depth investigations into IT-related problems in order to minimize or prevent future breaks in service
• Regularly review performance and trends in response to incidents of all types and to provide recommendations for service improvement
• Responsible for process implementation and ensure process compliance
• Ensure that quality is used as a tool to improve customer satisfaction and enhance service delivery
• Responsible to check Daily, Weekly, MIS Reports & submission to the Management.
• Carry out Structured Monthly Review with Reliance BPO India Private Ltd.
• Assist in the professional and technical development of team members enabling them to set technical goals, monitor, mentor, coach and assist them to deliver quality support
• Responsible to plan Shift Schedule, Leaves for Engineers & Helpdesk deployed at site
• Educating New engineers about site process and scope of work
• Motivate and encourage team through constant meetings and feedback sessions

Confidential

Responsibilities:

• Manage and support all service incidents either personally or via the Service Desk, through to successful completion and user satisfaction
• Provide guidance on Incident/Problem/Change Management to all support staff and assist in their training and knowledge development
• Works with Program & Project Managers to assess the operations, support and service requirements and implications of new projects and their on-going needs
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Provide technical assistance to team members by way of assisting them in solving challenging technical problems, sharing technical knowledge and adhering to quality processes in ensuring team objectives are met
• Preparation of Daily Call Reports
• Responsible for ensuring calls closure & meeting business SLA’s
• Abide by all pre-defined processes/policies in the branch
• Ensure effective and rapid response to Major Incidents
• Co-ordinate with vendors and central support teams at ABN to ensure all calls/issues are closed within stipulated SLA time
• Submitting reports & documents as per customer requirement
• Providing proper guidance to Engineers & Helpdesk Team
• Successfully completed ITIL Implementation for the many clints