NAME

E-Mail: ******@yahoo.com ~ Mobile: +91-xxxxxxxxxx

Seeking middle managerial/ consultancy positions in IT service management

Location preference: Chennai

Executive Digest

 ITIL with 5.7 years’ experience in IT Service Management

 Currently Associated with Polaris Financial Technology, Chennai as Administrator –
ITSM Change, Configuration and Infrastructure management
 Insightful experience in implementation, operations and support functions of Mission -
critical solutions using IT as a tool
 Well developed skills in providing technical solutions based on ITIL, ISO20000,
ISO27001 and SOX; Planning, change and release control, managing CMDB,
implementing new projects and supporting existing IT infrastructure; resolving complex
incidents, problems and supporting other IT processes
 Merits of executing and supporting projects for prestigious clients like World Bank, Citi
Bank, Vodafone, IPRU
 An effective communicator with strong team management, leadership, analytical, time
management and coordination abilities.
 Certified in ITIL V3 Intermediate - Service Transition, ITIL V3 foundations and
Advanced Excel and macros

Areas of Strength

 Responsible for providing a portfolio of IT and technology services that meet the needs
of clients. Also in charge of ensuring that the delivery of advanced technologies and
solutions is done with a professional, honest and personalized service approach
 Managing IT services and ensuring that the technology services are delivered to the
internal customers (operations) and external customers (client) as per agreed SLA
  Process auditing, Service review meetings with Client, Operations, Service providers and
end users; areas covered will include technology performance, Changes, Releases,
CMDB, Incident, problem tickets, IT reports, service improvements, quality and
processes
 Providing value through growth in revenue and enhanced customer/client satisfaction
 Leading the team of Technical professionals during the new projects, change, release
stages, managing configuration management database and other IT support services
 Monitor High impact Changes, Problems, Incidents and other IT infra related issues till it
gets permanently resolved and closed. Meanwhile provide support to the other IT teams
and ensure the communication part is done
 Coordinate with IT Leads, Change and Configuration management coordinators on the
Configuration Management process activities - Configuration Items and attributes,
relationships and application mapping, gaps, dashboard and reports.
 Experience in handling International and domestic projects

Technical Skill Set

 IT infrastructure management, Project management, Change management, Release

management, Asset and Configuration management, Availability management, Capacity
and Finance management, Incident, Problem and Event management
 Familiarity with integrated ITSM tools (Service now, BMC Remedy, HP UCMDB,
DDM, BDNA, Virtual Change, CMS) and applications
 Supporting IT stakeholders in resolving Hardware, Network, Software, Telecom issues
and other IT infra related issues and problems on timely manner
 Familiarity with SIT, QA, DEV, UAT, Production IT Environments and IT Operations
 Ensure Service Level Management ability to deliver the Technology services to achieve
agreed upon service levels (SLA , OLA)
 Define, monitor and manage Key Performance indicators (KPI’s) with the stake holders
and adjust to maintain and improve service
 Analysis, Design, Implementation, Verification and Maintenance of New Projects as per
SDLC
  Handle the tasks of developing, implementing and defining IT Service management
strategy, design and transition processes.
 Applying risk framework and standards for Technology Infrastructure in the Change
Management Process. Ensure operational stability is maintained and CMDB updated
based on the changes.
 Communicate/constant follow up effectively and timely to Business/client heads on the
impact/contingency plan/closure of the activity of any major downtime, pre scheduled
maintenance activities or on the status of any BCP site set up
 Undertakes review and research for the root-causes of Incidents and where possible
facilitate temporary solutions available to Incident Management. Understanding the
severity of the recurring Incidents, promoting as Problem Management then followed by
Change on a permanent solution
 Tailored CRQ processes to fit the requirements of the business by optimizing risk
exposure and minimizing severity of impact as per ITIL standards

Experience Chronology

Since Oct’13 with [Company Name] for World Bank project, Chennai as Administrator
– ITSM
 Administrating Change management processes, reports and tools for all the changes
delivered across HQ and county offices. Resolve user queries/ issues related to Remedy
consoles
 As a Change admin and member of CAB, verify all the high impact changes (Major,
Midrange, Emergency, and Standard high impact) are represented, reviewed, approved
and implemented as per the policy.
 Prepare CAB meeting Agenda, represent from change and configuration management
side, post meeting follow-up, approvals, Minutes are published and filed on the portal
 Liaise with all necessary parties to coordinate Change building, testing and
implementation, in accordance with schedules. To provide the ECRQ notification to the
Change Requester and other affected parties. Review all implemented Changes to ensure
that they have met their objectives
 Monitoring and evaluating organization's performance after implementing the change
management process. Identifies change requests that have not been acted upon in a timely
manner and takes appropriate action
 Audit the high impact changes and ensure all open change requests are closed
 Maintain and publish Weekly change report and change calendar to Senior management
 Administrating Crystal reporting tool and ITSM Change, Configuration, Release,
Incident and Problem management reports
 Managing ITSM Change SharePoint, Change calendar, Policy, Procedure and other
documents and update them periodically
 Create and maintain SOP, other project documents in configuration and change
management
 Gaining an insight into clients’ infrastructure, with the aim of contributing effectively to
the project as well as giving appropriate solutions to the clients’ technological
requirements
 Analysis, planning, design, deployment and ongoing operations management and
technical support of an ICT infrastructure
 Co-ordinate with HQ Change, configuration management team and coordinators for
ITSM activities.
 Pioneered the use of Configuration Item (CI) and built the Configuration Management
System (CMDB) for efficient functioning of the organization
 Maintain, update, validate and verify of the configuration items in the Configuration
Management database supporting the efficiency of the Change and Configuration
management processes and other ITSM activities
 Generate CMDB crystal daily, weekly, monthly reports and analyze the impacts to CIs,
attributes and relationships in Remedy and formula and get the necessary updates
completed.
 Validate Configuration coordinators’ CMDB updates based on changes, releases and
other ITS process activities and manage all CIs accurately
 Conduct Remedy CMDB audit periodically and liaise with CMDB coordinators and team
leads for fixing the gaps
 Prepare daily, weekly and monthly reports to find, analyze and fix the gaps between
configuration items and its attributes
 Maintain CMDB and ODBC CI dumps and publish the managed CI reports senior
management reports
 Work with HP UCMDB, Remedy and ITS team on CI auto discovery project. Finding
L1/L2/L3 attributes for auto discovery, follow-up, verifying phase wise project
implementation, reports, fixing the discrepancies between HP and remedy CMDB,
validating CIs, attributes, relationships which are updated through auto discovery tool
and update the status to senior management periodically.
 Analyze and map business application relationships with coordination of Infra teams.
Focus from the business point of view and publish weekly reports via dashboard
 Coordinate other new projects in change and configuration management: Process
convergence, SharePoint update, template review and new enhancements
 Analyze and update Change and Configuration management KPIs quarterly basis
 Provide Configuration, Change management process and Remedy tool training to new
joiners and refresher trainings

Dec’12 to Oct’13 with [Company Name] for Citi Bank project, Chennai as Analyst –
ITSM
 Adhering 99.5% to the ITSM process. Interfacing with various departments and teams for
information gathering, resolution, implementation and ownership.
 Responding a timely manner to new projects, requests, changes, releases, alerts and
issues without escalations.
 Taking complete ownership, handling severity tickets and providing satisfactory solutions
to the end user/ client / requestors.
 Verify and provide attestation approval for internal projects and change implementations.
 Drives CCB, CCM, CAB review calls.
 Coordinate with project teams to support them to integrate the projects with change
management initiatives and IT infrastructure management undertaken by the organization
  Escalating issues within time to stakeholders. Interfacing with them for achieving proper
solutions.
 Releasing scripts on SIT environment; Liaise with concern team for releases on UAT,
PAT and Production environments.
 Post implementation review of Incidents/ Problems/ Change/ Releases and user
confirmation.
 Providing Read only, check in & checkout access.
 Maintaining Database/ Configuration management tools.
 Verifying that the CMDB is populated with CIs according to policy
 Providing CMDB to facilitate impact assessment for Requests for Change (RFC) and to
verify that implemented Changes are as authorized
 Creating Change records, configuration baselines and package Release records to specify
the effect of an authorized Change on CIs
 Verifying that changes to Change authorization records are subject to Change
Management procedures and verifying that CMDB is updated when a Change is
implemented
 Deliver new projects and resolve tasks given by ITSM leads on Change, configuration,
Incident, Problem and other IT infrastructure management.

From Dec’09 to Sep’12 with [Company Name] as Coordinator – IT Service Delivery

 Managing ITSM process across nine circles (Bangalore, Trichy, Kerala, AP, Kolkata,
Orissa, Hubli, Indore and Silliguri) in India.
 Ensure that IT services are provided as agreed between the Service Provider and the
Customer.
 Single face and point of escalation 24/7. Identify and escalate priority issues, route calls
to appropriate resource, handling escalations.
 Continuously monitor the change requests in the ITSM tool
 Represents in CAB and Emergency CAB meetings, including creating of agenda,
circulation of change requests to be considered, and inviting of participants , review all
Technology changes
  Daily, Weekly and Monthly Change and Incident reports generation and publishing in
portal
 IT Audit, Updating KE database and Infosec audit report analysis/action.
 Single point of contact for IT to the Client, Operations and Service providers.
 Constant engagement with the client technology team to chalk out the POAs to curb the
client dependency recurrence issues.
 Represent technology in weekly HOD meeting.
 Effectively managing multiple orders to ensure that they are delivered on time, within
budget and to the Clients satisfaction.
 Monitoring staff to ensure the prompt resolution to all client queries. Managing resources
to meet daily delivery schedules. Providing guidance to subordinates on company goals
and policy.
 Generate ITSM reports, analyze the technology performance and take appropriate
actions.
 Prepare Monthly technology review presentation, review with operations/client, publish
MOM, tracking action points/ SIP and sending updates.
 Managing staff induction, training, and performance reviews.
 Building strong, lasting client relationships with clients. Spotting new client business
opportunities.
 Building up a working knowledge of clients operating environment.
 Conducting key client facing meetings.
 Communicating complex technical concepts to clients.
 Writing up service delivery reports.
 Ensuring that projects are completed on time and resolving conflicts within the project
team

Academic
Academiccredentials
credentials
  Bachelors of Electronics and Communication Engineering (B.E – ECE) from Anna
University, Chennai, Tamilnadu (India) in 2009.

Professional Certifications & Courses completed

 Intermediate in ITIL Service Transition

 ITIL V3 foundation
 Basics in Hardware and Networking
 Knowledge on Six sigma

Achievements

 Awarded as the Best Performer for three consecutive years in the Firstsource.
 Appreciated with a certificate from Client for contribution and successful Project delivery
 Won gold medal in two subjects in BE
 Scored Centum in Mathematics in SSLC

Personal Dossier

Date of Birth : DD/MM/YYYY

Nationality : Indian
Marital status : Single
Languages known : English and Tamil
References : To be furnished upon request

NAME
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