Professional Summary:

• Overall experiences of 10 years in the IT Infrastructure out of 8 Years are in the area of IT Service Management consulting / ITIL process , Project Management and Transition.
• Experience in designing, developing and documenting IT Service Management processes
• Good understanding/ experience in implementing ITIL best practice processes, tools and organization transition
• Knowledge of organized process improvement techniques like 6sigma, PDCA, Service support and Service delivery in Incident/Problem/Change/CMDB,SDLC, Availability Quality Management
• Thorough understanding of ITIL v3 and IT Service Catalog And IT Portfolio management
• Experience in Project management/Vender and Integration Process full life cycle.
• Experience in conducting CONFIDENTIAL Service Now BMC Remedy- Operational process assessments and enhancement plan and other standard ticketing tool as well.
• Experience in developing ITIL framework, performance metrics, measurements and agreements.
• Good understanding/ experience in implementing and auditing BS15000/ ISO/IEC 20000 standard
• Knowledge of SLM / SLA activities and strategic alignment for the IT services

Project Management CONFIDENTIAL Experience:

• Experience in Infrastructure Projects for delivering projects in a structured PMO environment and determine project cost and project timing based on scope and complexity of the project.
• Define and manage large scale project proposals and plans as well as execute to plan and deliver within budget and on time.
• Experience in Organize, manage, and lead multiple project implementations in a fast-paced IT environment across multiple functional teams.
• Proactively manage changes in the project scope, identify potential risk and communicate the same to the stakeholders
• Extensive experience in project/program management, procurement, resource management, scheduling, planning, deployment, support and training including experience in working within PMO, Change Management and Governance types of environments.
• Experienced in full SDLC Service development Life cycle to execute strategy, execution, and maturity level
• Drive the product roadmap for the CONFIDENTIAL Suite and other applications directly owned by IT Portfolio Management
• Experience in configuring the Service Catalog according to the customer expectation and service feasibility
• Comprehensive configuration management plans for all appropriate IT projects. Execute these CM plans through completion/implementation.
• Define Project Scope, goals and deliverables that support business goals in collaboration with various stakeholders and develop and deliver progress reports to all important stakeholders.
• .Experience in CONFIDENTIAL tools, architect solution and implement end to end IT services from service desk to release
• Handled Change Management and Release management activities - reports to assist IT leadership with continuous improvement. Administer and regularly validate these metrics as well.
• Responsibilities handled managing production support resources and their workload, responding to incident tickets within the SLA timing according to the business needs.
• Expertise for the service transition activities related to the firm's IT infrastructure and application solution projects
• Experience in support Service Delivery in ensuring SM Services provided are in accordance with the Statement of Work SoW , Operational Level Agreements, and Underpinning contracts
• Facilitating application governance and oversight, including the Remedy/CONFIDENTIAL Change Approval Board
• Managing release execution for applications that run the business of IT
• Experience in handling Escalation management / vendor management
• Leading an extended team including direct employee staff, vendor partners, and dotted-line technical staff
• Leverages informal communication channels and established company relationships to weaken or eliminate barriers to project success.
• Experienced in KPIs and CSF around ITIL processes and service operations
• Ability to garner trust among project team and stakeholders
• Works with IS and business management to understand project priorities and directs work accordingly
• Strong knowledge of SDLC ability to partner with IS managers to ensure SDLC best practices are incorporated into project delivery demonstrated flexibility with appropriate risk management

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager- Sr BA

Main Responsibilities:

• Define Project Scope, goals and deliverables that support business goals in collaboration with various stakeholders
• Independently managed full ITIL lifecycle process of Service Now and tool implementation project.
• Handling projects assessment, gap analysis and identifying the improvement opportunities for the ITIL processes.
• Identify and liaise with the Project Stakeholders on an ongoing basis.
• .Manage and communicate a clear vision of the project's objectives and motivate the cross functional project team to achieve them create a project environment that enables peak performance by the entire team
• Need to handle Service Management implementations, customization, integrations and system support upgrades.
• Maintain the integrity of the tools across production and non-production environments according to the business needs
• Prepare, implement, monitor, and update the project plan. Coordinate with the business owner and upper level management to ensure - actions is consistent with the approved plan.
• Responsible for handling the BA documentation, work flow and training activities.
• Assist with software upgrades maintenance upgrades on software related to CONFIDENTIAL tools in production and test
• Responsible to take care the impact analysis and testing expectation for the enhancement request testing intake process including global team handling.
• Liaise and coordinate with Service-Now Implementation partner to meet project objectives.
• Help in developing an effective project, communication, training and risk plan and implementation of the same.
• Track Project milestones and deliverables.
• Worked on the IT Service Catalogue to identify the existing process and service owners to deliver the defining process, designing and implementation especially to control the quality by verify and actions
• Develop and deliver progress reports to all important stakeholders.
• Proactively manage changes in the project scope, identify potential risk and communicate the same to the stakeholders.
• Experience in Categorizing the IT Service Catalogue Template of services offer to the customer and Prioritise the needs according to the business requirement.
• Deliver the SLA document with complete details of agreements and meddling and identifies the Gaps of incident/ problem management ongoing process or ITIL structure , Quality and SLA/SLM
• Creating the IT Portfolio Management and SLM to Define and maintain the framework and portfolio of services provided and supported, articulating the business outcomes of each supports Evaluate how services enable the strategy, and respond to changes.
• Requirement gathering for various process and tool requirements.
• Conduct and lead workshops, exploratory sessions around requirements gathering towards Tool migration for existing processes.
• CONFIDENTIAL Process definition and deployment support including creation of process documentation.
• CONFIDENTIAL Tool assessment, recommendation and integration with processes for customers as well as internal tools.
• Conducting internal reviews and process assessment for compliance checks.
• Creating training materials, conducting sessions around ITIL for set of internal users using innovative techniques for education awareness. Service-Now Sys admin

Confidential

Project Manager

Main Responsibilities

• Worked on Confidential and Service Now - Confidential release project.
• Responsible to gather requirements according to the client needs and documentation for Remedy enhancements and issue fixes
• Defines project scope and objectives, coordinates activities of a project team, and identifies resources and develops detailed work plans, schedules, project estimates, resource plans, and status reports.
• Responsible for preparing project reports and summaries as requested by department managers, handling scheduling, and conducting/facilitating project meetings.
• Provides technical and analytical guidance to project team and recommends and takes action to direct the analysis and solutions of problems according to the business needs.
• Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities
• Provides input into performance management and career development processes, and staffing and disciplinary actions and Responsible to ensures service scope, SLAs and other agreements are reviewed on a regular basis, ideally at least annually.
• UAT coordination and Build UAT test plan, Training materials and UAT develop test scripts
• Involvement in identifying business requirements, collection of use cases, process design, work flow mapping, testing, training and implementation support according to the business needs.
• Enhance the project management process to achieve business objectives
• Helps to plan the deployment, during the design stage of the process lifecycle, in conjunction with personnel from other teams and functions
• Need to provide reporting and metrics to Business unit IT Portfolio Manager, Engagement Manager and business unit management on program initiatives.
• Facilitate communication between business and technical staff to ensure effective and efficient implementation and communication of results
• Responsible to handle the Incident and problem management operation and monitor the trend and work flow of tickets through BMC remedy tool
• Involve in CAB calls and change management activities for new enhancement process for organisational change and application change in the wok around.
• Monitoring the RTACS configuration and data support team globally.
• Enhancement coordination, discussion and Project release responsibilities and maintain with the tech team
• Implementation of custom dashboards, reporting, and metrics as well as Staff assessment on CONFIDENTIAL tools and ITIL Processes
• BMC Remedy CONFIDENTIAL tool configuration with process deployment according to the business benefits
• Understanding the Business Value of each deployment and enhancement process
• Track Incident results and accomplish in CONFIDENTIAL tool road map
• Perform top level administration of CONFIDENTIAL tool and be the primary contact for both end-users and other administrators.
• Gather and document requirements with Stakeholders and discussion with vendor team for several integration process.

Confidential

Project Manager

Main Responsibilities:-

• Responsible to look over Confidential Issues and give trainings for Incident/Problem/Change according to the business needs and updates.
• Need to identify the Confidential for major incidents an work with Problem management team for proper resolution
• Facilitate communication between business and technical staff to ensure effective and efficient implementation and communication of results
• Establish a Cost/Benefit analysis to derive savings estimates in support of system enhancements including design of metrics to monitor, support and control.
• Responsibility to monitor IT Service Management Processes including Incident, Change, Problem, Configuration Release Management and availability management.
• Frame works the new CONFIDENTIAL methodology according to the business trends.
• Responsible for the effective delivery of capabilities supporting ITIL processes and CONFIDENTIAL tools utilizing industry best practices.
• Responsible to meet with clients to assess and determine CONFIDENTIAL requirements
• Responsible to update the daily/weekly/monthly reports on service performance and achievement in the team room.
• Assist with handling of major Incidents by marshalling appropriate resources to resolve critical incidents like L1 and L2
• Assist clients with change-management activities
• Responsible to identify the trends and change the ITIL methodology especially update the CONFIDENTIAL tool based on the service strategy.
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.
• Providing solution and standardized the CONFIDENTIAL process in bid management for to satisfy the customers.
• Responsibility to work with Project management to improve the daily base operation.
• Responsibility to update the dash board and make visibility to all employees and reporting tool.
• Handling Day to day IM/PM and CM tickets according to the Priority.
• Monitor and identify the issues in IM, PM and CM work flow and gap analysis
• Good understanding of production IT Environment and IT Operation such as DBA/ Unix / Windows /Hypervisor/Networking Exchange and Remote Server Management domains.
• Drive effectiveness and efficiency of Problem Management process with customers, IT executive, IT platform managers.
• Drive and analyze Problem Management meetings especially the coordinators and review the root cause analysis.
• Drive CAB calls and discuss with various team according to the reports and work flow
• Monitor the RCA and identify the gaps of fail changes.
• Monitoring the incident volume of each technology and identify the unavailability.
• Identifying the Top 10 CIs and analyzing the data according to the business progress.
• Analyses change records to determine any trends
• Identifying Problem Investigation, assignment issues, acting as an initial escalation point for day-to-day Problem Management issues.
• Flow the Process of ITIL v3 Methodology as well as SDLC and consider the MTTR and MTBF
• Closing any associated Problem Investigations and ensuring adequate documentation of the resolution

Achievements:

• Control and reduce the cost of the IT related services happening inside the organization with the help Quality Management ISO 20k standard.
• Introduced CRM customer relationship management program and result outstanding customer experience across various touch points which translates into maximizing the relationship capital of the firm.
• Through proper IT services develop patterns of working within a comfort zone of daily activities.
• Improves company quality and business in every manner through proper IT services.
• Resolve issues by leading incident management program during serious SLA breaches

Confidential

Tech Lead

Main Responsibilities:

• Responsible to look over Confidential Issues and give trainings for Incident/Problem/Change according to the business needs and updates.
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.
• Providing solution and standardized the CONFIDENTIAL process in bid management for to satisfy the customers.
• Responsibility to work with Project management to improve the daily base operation.
• Responsibility to update the dash board and make visibility to all employees and reporting tool.
• Handling Day to day IM/PM and CM tickets according to the Priority.
• Coordinate Problem Management team and Incident management
• Find root cause analyzing about the fail changes and the services.
• According the RFC, need to raise the changes in particular and handle the Technical team/Operational team
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy.
• Responsible to Develop, evaluate and present the weekly and monthly change management metrics to Executive management.
• Responsible to provide and present the monthly Change Cost Analysis report of the customers to the accounts management team.
• Develop a set of actionable and targeted change management plans including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan.
• Work with project teams to integrate change management activities into the overall project plan.
• Find root cause analyzing about the fail changes and the services.
• According the RFC, need to raise the changes in particular and handle the Technical team/Operational team
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.

Confidential

Project Administrator Incident Problem

Main Responsibilities:

• Responsible to meet with clients to assess and determine CONFIDENTIAL requirements
• Responsible to update the daily/weekly/monthly reports on service performance and achievement in the team room.
• Assist with handling of major Incidents by marshalling appropriate resources to resolve critical incidents like L1 and L2
• Assist clients with change-management activities
• Responsible to identify the trends and change the ITIL methodology especially update the CONFIDENTIAL tool based on the service strategy.
• Monitor and identify the issues in IM, PM and CM work flow and gap analysis

Confidential

Incident Coordinator QA

Main Responsibilities:

• Coordinate day to day IM tickets and verify according to the business standard.
• Coordinate all the IT services issues inside the company and analyze the incidents.
• Work with change management team and handling reactive and proactive responses in the organization during the time of changes happened.
• Coordinates a variety of projects and activities for the purpose of ensuring compliance with established guidelines
• Monitoring the assigned programs and related activities for the purpose of ensuring the accurate quality and reduces the expenses according to the budget.
• Prepares a variety of materials e.g. reports, memos, letters, procedures, manuals, etc. for the purpose of documenting activities, providing written reference, and conveying information.

Confidential

Change Coordinator

Main Responsibilities:

• Monitoring the assigned programs and related activities for the purpose of ensuring the accurate quality and reduces the expenses according to the budget.
• Prepares a variety of materials e.g. reports, memos, letters, procedures, manuals, etc. for the purpose of documenting activities, providing written reference, and conveying information.
• Overall controlling of each and every activities happening inside the organization.