Vanguard

•	Own and orchestrate the Disaster Recovery and Business Continuity Plan.
•	Responsible for ITSM Major Incident Management functions and Implementation while recovering service interruptions as quickly as possible.
•	Develop a solid proactive problem management process.
•	Review system and logs to analyse data and identify areas of opportunity to fix issues before they become service impacting.
•	Engage regularly with stakeholders to gain a deep understanding of problem areas and coordinate investigations to bring resolution.
•	Track identification and resolution through regular and frequent reporting.
•	Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analysing and reporting on key metrics.
•	Develop and document training material for Proactive Problem Management Best Practices and other processes and lead the delivery of training presentations to IT teams.
•	As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes and determining a plan for mitigation of gaps.
•	Create and maintain documentation for new and existing processes, including but not limited to workflows, procedures, policy statement.
•	Participate in requirements gathering for enhancements to processes or new features/functionality using the ITSM software product.
•	Develop use case scenarios to use in the ITSM software product for use in UAT or other regression testing, and actively participate in UAT testing.
•	Work closely with service, product, and business owners to integrate service management practices into the delivery of IT services.
•	PIR calls scheduling and brainstorming on round robin methods.
•	Reactive and proactive problem management implementation by utilizing legacy approach and tools sets.

ITSM MIM Manager

Nike

•	Lead a team of IT professionals in the delivery of high-quality IT services, ensuring alignment with business objectives and ITIL framework. ITSM Implementation. 
alignment with overall business objectives. Value based approach. Firm engagement with stakeholder while evaluating co-creation value. 
•	ITSM documentation, template creation, ITSM tooling and business process alignment, Gap and SWOT Analysis, SMO enabling, RACI matrix implementation Monitoring and reporting. 
•	Inventing new challenging KPIs with reference to OKRs.
•	Communicate, Collaborative, Collective and consistent methodology implementation. 
•	Drive stake holders value mapping: Customer priorities and service spotlight orientation. 
•	Oversaw the implementation and management of ITSM tools ServiceNow to streamline IT processes and enhance service delivery.
•	Establishing appropriate business models accordingly with current market trends based on client business needs.
•	Problem Management team to effectively analyze incident records, identify problems, and prevent recurrence by implementing permanent solutions.
•	Driving the creation and adoption of a Known Error Database (KEDB), resulting in reduction in recurring incidents.
•	Collaborating with the Change Advisory Board (CAB) to manage changes related to problem resolution, ensuring minimal service disruption.
•	Facilitating Post-Mortem meetings for major incidents and problems to derive lessons learned and improve the problem management process.
•	Implementing monitoring tools and strategies for early detection of potential problems.
•	Led a service improvement program that focused on enhancing the problem management process, which contributed to a significant improvement in service stability and user satisfaction.
•	ITSM practices implementations and streamlining IT services cost-effectively on IT real time work environment.
•	Excellent communication and collaboration skills in working with IT teams, business stakeholders

Senior IT Operations/Service Delivery Manager

Information Technology Operations Specialist

CVS Health

•	Accountable for stable operational excellence, ITSM framework is maintained in every corner of infrastructure. I am accountable on IT Operations enforcement to contribute in acquiring service excellence. 
•	IT service business activities within IT Operations are being performed at a high level of quality. Focus on streamlining the process and establish standard frame work to face unplanned interruptions.
•	Working with the project management office to utilize Concurs standard project management and agile methodologies.
•	Close observation with developing teams’ momentum while designing software and preplanning of operational improvement and estimate proper forecast. 
•	Resolves project issues, mitigates risks, and manages scope change requests for all development sprints. Providing inputs with past challenges when in need. 
•	All critical issues from ecommerce platform and on sale stand point are being handled per ITSM methodology. Each wing of application services are well maintained. 
•	Analyze IT Services health from vendors such as amazon and BestBuy.
•	Daily basis strong engagement with Omnichannel ecommerce platform, where product publish, and sales are depended. Keen focus on communication failures from organizational standpoint and rectify issues on priority basis. 
•	Participate meeting calls from varies other competitors of like as Amazon and BestBuy. Invoking new implementations and with day-to-day developments evolvement. 
•	Strengthening IT infrastructural engagement on all ecommerce base along with Omnichannel. Looking ahead of more business engagements from BestBuy particularly. Analyse innovations from Amazon ecommerce platform and run the service operations effectively.
•	Coordination with third party online webservices and support. 
•	Up to date with current enhancement via Amazon, BestBuy and self-projectors in delivering services to consumers.

City National Rochdale

•	Initiating project plans, scope documents, schedules and forecasts. Provide timely communication on the impact of business issues.  Subsequent changes monitoring for better service improvement. 
•	Develop best practices and tools for project execution and management.
Work with the management to identify and address any issues that may impact the process and services. 
•	Manage software project teams using Agile SCRUM practices to develop mass spectrometer products. 
•	Resolves project issues, mitigates risks, and manages scope change requests for all development sprints.
•	Standards approach and alignment of practices while maintaining the applications availability , capacity, integrity and sustainability. 
Act on items identified in retrospectives. Implement process improvements in future sprints for continuous improvement.
•	Provide service progress and stability reports to project team, stakeholders, management and executives.
•	Design Key performance indicators and define to down the line of support teams. All required KPI in terms of metrics will be well explained.  

Scope estimation, planning, time management, scheduling, project costing, and budget management.
•	Establishing Knowledge articles for process improvement and enforcing timely manner implementations. 
•	Evaluating the project team in order to support Line Managers in their employee evaluations. 
•	Providing the stakeholders with transparent, accurate information regarding the status of committed project service deliveries.

ITSM Operations Manager

U.S. Bank

•	Accountable for the end-to-end management of all IT major incidents.  Responsible for leveraging technology in issues solving and communications to key stakeholder. Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. 

•	Forming collaborative action plans with specific actions, roles and deadlines and ensuring, 
•	Matrix management of people, processes, and resources including third parties including resolving conflict to move forward to resolution. 
•	Being accountable for resolving the outage via a workaround or permanent fix whichever minimizes and resolve the issue as soon as possible. 
•	Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post-major incident reviews. 
•	Support process improvement plans and executions, knowledge base improvements articles establishments. 
•	Continually maintaining and developing tools and resources to manage major incidents effectively and providing periodic major incident metrics reports.
•	Ensuring customer service is timely and accurate daily basis. 
•	Recruiting, training, and supporting help desk representatives and technicians.
•	Manage the help desk team and evaluate performance metrics. 
•	Ensure customer service is timely and accurate daily basis, evaluation of  Recruit process, train, and support help desk representatives and technicians. Setting up specific customer service standards.
•	Updates and validates outage information in availability management tools for reporting and tracking purposes
•	Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents
•	Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives.

IT Operations Group Manager

Stanley Black & Decker, Inc.

•	Accountable for IT service business activities within IT Operations are being performed at a high level of quality and that it meets its associated Service Level Agreements and Operational Level Agreements. 
•	Major Incident Management life cycle approach. Acknowledging major business impact issues, initiating bridge calks with respective technology teams , communications to business executives and stake holders. Owning the conference bridge call and driving the conversations effectively towards the resolution. 
•	Affective business communications will be propagated across impacted business entities, board members and business executives.  
•	Accountable for defining process by taking ownership, which can fulfill client business needs. Better service driven approaches are implemented upon approval. Make sure all expected deliverable are in place.
•	Primary point of contact for all Major incidents. Managing entire major incident management life cycle. 
•	Acknowledge, Investigate and escalate major Incidents to restore a failed IT Service as quickly as possible. Manage and lead conference bridge call along with IT communications to business accordingly as situational. 
•	Leading an Administrative IT Technical Conference Bridge call by coordinating with cross functional support groups, Management escalation, Mobilization of additional resources, Support providers and service vendors based on requirement till affected system is operative normal. 
•	Keep stakeholders informed about their service status at agreed intervals and acknowledging demands based on reports by understanding exact business needs.
•	Monitoring troubleshooting steps documents and service restoration details for further root cause analysis. 
•	Managing escalation calls between varies support teams in IT Operations such as Major Incident team, Problem Management and IT service desk etc to make sure standard service is being maintained.

Lead ITSM Analyst

Senior Major incident Manager

Ingersoll Rand

•	Handled responsibilities of Major incident management.
•	Played key role as MIM member in Incident life in order to eradicate/minimize impact on business. In same phase, got opportunity to work with third party vendors (ACS, Xerox and Microsoft etc) in order to establish smooth operations to maintain infrastructure standard levels by initiating effective coordination via bridge calls. 
•	Responsible for IT Service Operations functionality and engaged on Europe and US client regions of ITSM operations and transitions. 
•	Hosted training sessions on ITIL V3 Level concepts within team in ITSM practices as knowledge transfer.
•	Played key role in Ingersoll-Rand project transition to get service placed and operative successful in Kuala Lumpur (Malaysia) from India in CSC.
•	Associated with UTC (United Technology Corporation) engagement by handling IT Service Management (Operations and part of service designing) responsibilities.
•	Supporting, inspecting and improving our services, delivering sustained operational excellence, meeting expectations. Ensures standard processes are in place and executed.
•	Complies with all Security and Compliance policies. Escalates problems effectively, timely with sound judgment and responds to all requirements to requests.
•	Ability to show understanding of operational performance trends and demonstrate action taken to deliver service management outcomes (In alignment with Key Performance Indicators). Ensuring that Healthy Backlog levels obtained from all support areas by scheduling Plan of the Day meeting calls between respective support process owners.
Client

ITSM Senior Operational senior analyst

Capgemini

ITSM Operational analyst

Sutherland

Information Technology Service Management Analyst

Reliance Industries Limited

Customer Service Specialist

18 Years of IT Industry. ITSM Operatipns Specialist, ITSMService Delivery, Major Incident Management, Problem Management, Capacity Management, Risk Analysis, ITSM Strategy.

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