Senior Manager IT Service Management Resume Milwaukee, WI - Hire IT People

SUMMARY

Adaptive Process Oriented Leader implementing ITIL framework from Service Strategy to Design to Transition to Operation.Expert in all aspect of ITIL & IT Service Management including Asset & CI Management, Incident, Problem, Request & Change Management, SLA and KPI Reporting. Achieved stake holder’s goals in Staffing Services, Retail Sales, Insurance, Mutual Funds and Microchip Manufacturing.
Provided the sensitivity and empathy necessary to focus on the customer’s needs and concerns. Used soft skills to meet with Project Leadership, Business and End Users to assess their business needs and delivered Services. Designed Workflow & Catalogue, Improved processes, Integrated tools within and across multiple vendor teams.

CORE COMPETENCIES

Incident (MIM) & Problem Management
ServiceNow,Solarwinds,xmatters tools
Request & Change Management (CAB)
IT Governance, Compliance & SOX
Catalogue Design, Workflow & CMDB
Resource & Budget Accountability
App/Infra Monitoring &Ticket SLA Mgmt
Data Center consolidation

PROFESSIONAL EXPERIENCE

Confidential, Milwaukee, WI

Senior Manager IT Service Management

Responsibilities:

Monitored & Managed all Critical (Major) Incidents from Event initiation, communication and recovery to validation phase. Responsible for guidance to Operations Mangers and Support Specialists. Provided cross functional coordination with Service Providers, Business Technology Organizations, Operations teams & Managed Security Service Provider. Ensured that all dependent resources are staged and ready for delivery activities to be performed including skills, software, etc. Escalated resource contention to management
Assist with Problem investigation and coordination with cross functional teams and maintained Knowledge base. Measured incidents and request management performance via analysis and trending.
Oversee all Changes like, Planned, Pre approved, Standard, Expedited and Emergency. Participate in Change Control Board and guide team in case of any conflict and deployed amicable solution.
Monitored and managed system performance, reliability and availability of infrastructure service level agreements. Participated in Selection of Tools such as Service Now, xmatters, Solar winds, HP - BSM, Site Scope for achieving cross division expectations.
Designed Catalogue, Deployed Assets and Configuration Item ( CI) in CMDB. Developed ITAM process and defined Data Categories for Asset ( ITAM) and CI ( ITSM) for CMDB.
Defined Critical Success Factors (CFS) and Key Performance Indicators (KPI) for the processes. Managed service level agreements (SLAs), critical success factors (CSFs) and key performance indicators. (KPIs) Provided weekly and monthly KPI and current state reports to exec.
Responsible for Continual Service Improvement program. Conducted Workshop in US and Europe for IT leaders / business representative for optimizing and consolidating Data Centers and it’s potential impact on end users. Explained how to mitigate any risk by following SOPs derived from ITIL Framework and ITSM process.
Broke down strong silo or functional mindsets by promoting a culture of process collaboration. Created a conducive work environment by developing a common vision, setting clear objectives, promoting teamwork, recognizing outstanding performance, and followed open communications.

Confidential

SQA Team Manager

Responsibilities:

Optimized QA resources, delivering quality results utilizing combination of on-site and off-shore, with experienced and less experienced resources. Managed Global IS - QA projects, by managing multiple projects with Java, SharePoint, CRM, SFDC and Web- based applications following Waterfall and Agile for QA life cycles.
Performance Test of Applications with New Enhancement and Hardware upgrades
Encouraged new ideas from staff, fostering improvements through innovations.

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Senior Manager It Service Management Resume

Milwaukee, WI

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