SUMMARY:

• 11+ years of experience in ITIL based functions - Change Management, Release Deployment, Project/Account Management, Business Analyst role and Software Testing/Quality assurance.
• Expertise in coordination between ITSM functions including Change Management, Incident Management, Problem Management, Project Management, Vendor Management and Requirement Analysis.
• Experience on ServiceNow, Remedy, Jira and Rally tools.
• Experience on PMO functions, Metrics, Reporting, and Data Analysis.
• ITIL 2011 foundation Certified.
• Possess good knowledge of SharePoint, MS Office and MS Publisher tools.
• Have worked with Agile methodologies and Scrum.
• Highly motivated team player with strong communication, organizational and analytical skills.
• Actively participated in all the stages of the Software Development Life Cycle (SDLC).
• Experience in analysis of Software/Business requirement specifications and converting them to use in the Test Spécification document.

TECHNICAL SKILLS:

Domains: Telecom, Banking, Retail

DBMS/RDBMS: MS-SQL Server 2000

Tracking Tools: Rally, Atlassian Jira, Bugzilla, Remedy, ServiceNow

Languages: SQL, basics of C/C++

Other Tools: MS Office Suite, SharePoint, MS Publisher, SAP Open Text, SAP Ariba

Operating Systems: Windows, Mac

PROFESSIONAL EXPERIENCE:

Confidential

Partner Delivery Manager - Change Management

Responsibilities:

• To ensure Production environment is safe at all times by validating the changes to be deployed.
• Managed the uptime SLA on production environment.
• Established and maintained relationships with clients and vendors.
• Validated the contract, their SLA, OLA or WLA against the requirement checklist and document gaps.
• Was key point of contact between internal devops team and external technology providers.
• Kept a track of contract expiration, renewal, change requests and amendments in SAP Ariba.
• Coordinated team meetings between internal and external team. Managed agenda and follow up on action items.
• Facilitated Operational Business Reviews and Executive Business Reviews of Vendor with Confidential .
• Responsible for Incident assessments of vendor caused incidents.
• Followed up on RCA and action items for incidents.
• Monitor and govern compliance with the Change Management Policy.
• Drive the Daily CAB (Change Advisory Board) meetings with the management.
• Drive the Monthly CAB meetings for major release.
• Review change requests for quality and SOX compliance.
• Conduct post change review meetings to track the root cause of the failed changes.
• Ensure all changes deployed on production system are well documented.
• Resolve issues regarding the process and its execution.
• Follow ITIL practices. Closely work with Incident Management and Problem Management to understand the root cause.
• Communicating project timelines, milestones, and assign workflow to the stakeholders.
• Evaluate change requests for scheduling conflicts with other changes and business events.
• Understand impacts of changes on interdependent upstream/downstream applications and assist in coordinating changes between various stakeholders.
• Facilitate communication and scheduling of changes through meetings and reports.
• Validate the accuracy of risk assessments.
• Produce reports on the volume and quality of changes.
• Publish regular reports (on demand/monthly) for Metrics and KPIs to the management.
• Analyze performance against published KPIs.
• Meet with key stakeholders on a periodic basis to review activity metrics, KPIs and process performance and identify corrective actions to address any low-performing areas.
• Recommend process measurements, improvements and tool enhancements to the Change Manager.
• Support the Change Manager in implementing continual service improvements to the Change process.
• Provide training to existing process participants on process improvements.

PMO and Change Management

Responsibilities:

• Discuss changes in Change Advisory Board (CAB) & Emergency CAB meetings on a daily basis.
• Quality checks on closed CRs and providing feedback.
• Part of first level approver for RFC’s - Authorized to approve or reject RFC’s.
• Administer post implementation review / audit and analysis and actions assigned for RFCs
• Hold CAB meetings which include creating agendas, meetings of minutes, action items, and follow ups.
• Coordinate the emergency changes with change advisory board.
• Coordinating with Client Technical Project Managers and Accenture Project Managers.
• Carrying out root cause analysis to identify and remove the bottlenecks in the process
• Conduct Post implementation review.
• Define and facilitate the negotiation of service performance criteria resulting in SLA’s and OLA’s with IT service owners, service contributors, and customers.
• Analyze, review and report performance results against the criteria established in SLAs and OLA’s and making adjustments as necessary.
• Conduct periodic assessments and reviews of the entire Service Level Management (SLM) process; negotiate control amendments as necessary.
• Define and develop service catalog items for proposed new services.
• Assist with establishing a Service Review process; planning, organizing and facilitating recurring service meetings.
• Translate business service requirements into IT service requirements.
• Ensure that all templates for SLM process are kept up to date.
• Responsible for the identification of service owners, stakeholders, customers and key users as organizational changes occur and new services are required.
• Build strong relationships with internal and external IT service groups and ITSM team members.
• Perform ongoing gap analysis between business requirements and available services.
• Gather and report on historical and real-time data on service performance.
• Collaborating with Change Management team to ensure compliance of the change process right from initiation to Change closure and RCA.
• Collaborating with Incident Management team to track the incidents logged and drive the resolution.
• Review the root cause analysis with Problem Management team.
• Conduct review meetings with management for the outages and incidents.
• Weekly updating the management and client on the progress and updates on P1 Incidents.
• Collaborating with Incidents Management team on regular basis.
• Coordinating with Client Technical Project Managers and Accenture Project Managers.
• Ensuring 100% SLA met on the client deliverables.
• Ensuring the committed timelines is met within the approved budget and schedule.
• Audit the financial reporting’s of the projects expenses and submit an audit report to the management.
• Drive the closure of bi-annual compliance documents such as CTSS and Financial Variance Reporting.
• Drive the annual maintenance audit and renewal of the onshore devices in several projects.
• Hold a CAB call involving all the stakeholders to discuss on the scheduled changes.
• Work closely with sponsors, stakeholders, users, technical team leads, technical resources and other project managers to coordinate project activities.
• Publish the quarterly newsletter for our team.
• Assist PMs with standard project management tasks such as documenting meeting minutes, maintaining comprehensive accurate project plans and schedules, and may include assisting as necessary with forecasting, planning, analysis, issue / risk / change management, escalation follow-up, meeting facilitation, variance analysis, and status reporting.
• Collaborative efforts and camaraderie with on-shore and off-shore team members
• Assist other project managers and team members as needed
• Responsible for doing Audit Reviews on the Project expense Variance.
• Performing Quality Reviews of the Reports submitted to Management.

Sr. Test Engineer

Responsibilities:

• Managed the team of QA engineers.
• Played the role of Business Analyst managing all the requirements backlog.
• Defined and documented customer business functions and processes.
• Reviewed requirements, specifications, test, support and training plans to ensure they are in line with business objectives.
• Acted as a liaison between departmental end-users, technical analysts, information technology analysts, consultants and other governmental organizations in the analysis, design, configuration, testing and maintenance of case management systems to ensure optimal operational performance.
• Analyzed the feasibility of, and developed requirements for, new systems and enhancements to existing systems; ensured the system design fits the needs of the users.
• Lead the Project end to end from Requirement through Release.
• Translated high level business requirements into functional specifications for the IT organization and managed changes to such specifications.
• Submit the project metrics weekly.
• Wrote the Test Plan and Test Scenarios based off the Requirement Documents.
• Performed both manual and automated testing to validate the business rules.
• Leveraged the Agile process to deliver bug free application on time.
• Sent out the Weekly QA Status reports to various stakeholders.
• Updated the config files for testing various scenarios in different environments.
• Wrote complex queries to validate the database.
• Automated all the UI Scenarios using WATIR automation tool using Ruby.
• Gave a demo to stakeholders to communicate the High return on investment on automation efforts.
• Gave the demo of the tested product to business and successfully got the user buy-off to release the product.

TechnologiesManual Testing, Watir, JMeter, JiRA, SQL Server 2005.

Test Engineer

Responsibilities:

• Reviewed and analyzed the Applications Architecture and Design.
• Performed System, Functional, and Regression tests on the Application.
• Developed Automated Scripts and created reports using Test Director, Used Quick Test Pro for regression testing.
• Tested the web interfaces both manually and also by capturing the screens using the automated tool, creating and editing the scripts for data driven tests.
• Regularly interacted with the development team and requirements team to communicate the related issues.
• Assisted in building Test Module Repository with Test Templates for Reusability and easy maintenance of Test Cases.
• Provided clear summaries of system issues with appropriate detail and analysis to Development Team.

TechnologiesManual Testing, JiRA, Rally, Java

QA Engineer

Responsibilities:

• Understanding of requirements of the online gaming applications.
• Preparation of test cases accordingly.
• Execution of test cases.
• Bug reporting and regression.
• Functional & Smoke testing.
• Client Interactions

TechnologiesManual Testing, User experience testing,