Senior Project Manager

• Feb 2018 - Present

Practice Manager -BSM

• Jun 2015 - Apr 2023

Manager- ITSM Tool Practice

• Aug 2013 - Jan 2015

Accountable as an ITSM Tool Practice Manager to lead multiple ITSM (Service Now) Projects. Managing Design & Implementation of Process workflow for service now ITSM Modules like IM, PM, CM, SDLC, Demand, ITGRC, Configuration management. Responsible for conducting requirement analysis study for new customers Managing Team Administration and Mentoring. Technical enhancement and Certification of Team Responsible for overall documentation of a project like Requirement Analysis, UAT. Responsible to deliver the complete engagement methodology lifecycle Managing service now application. presentation, demo and POC to the customer Responsible for leveraging knowledge and experience to deliver end-to-end solutions for clients within Snow. Having architect technical design and implementations experience. Service now experience in Implementation, design, development. Service now experience in solution design. Training to clients and internal resources on Service now platform Service now experience in Service Catalog. Service now experience in Custom Applications. Service now experience to design Custom Reports and views. Service now experience in Implementation of Workflow, Incident, Problem, Change management Request IT GRC as per the customer requirement. Show less

Sr. Technical Consultant

• Aug 2010 - Jul 2013

Key member in evaluating JITI (Just In Time Infrastructure) project and helped in testing the entire project. Supported and presented reports to the management. Helped in managing and setting-up the implementation of Cloud Computing, Portal Development, Unified CMDB and Configuration Management System projects. Key member in starting the evaluation, architecture, design and implementation of cloud services (IaaS, PaaS, SaaS, and AaaS etc.) Supporting the development team for a portal for Internal and external charge-back system based. Performing both team administration tasks as well as team development initiatives.Managing ITIL standard processes, creating and implementing service improvement plans.Providing a repository for all information about CIs, Enabling the audit and verification of the CI infrastructure in order to provide a sound basis for managing IT services. Design templates & questionnaires to get exact & accurate information from different service towers and vendor from time to time Active participant in TON PoC Role Project Manager Storaenso- Fenix Application Management Service Level Management Monitoring of SLA and C-SAT metrics. Responsible for overall reporting for various KPIs. Incident Management Being process and support owner responsible for performance and enhancements of Incident Management processes. Responsible for incidents across L1- L2-L3 stages.Handling service escalations, Preparing various reports to provide the utilization and productivity reports of team. Problem Management.Preparing various reports to understand and explain IM trends for proactive problem management .Co-ordination with business for accessing impact of the issue to decide the priority of any issue.Status updates through governance call with team and stakeholders Show less

Release & Configuration Manager

• Feb 2010 - Aug 2010

Responsible for Controlling changes affecting the production environment. Completing Change Record /s efficiently and in a timely manner Planning and organizing approved requests into a release schedule.Monitoring progress of sub-projects within a release. Packaging Change Record/s into logical groupings (releases) for implementation into production. Maintaining a definitive library and version repositories that enhance release support and provide efficient software and hardware distribution. Planning and managing the distribution of software and hardware releases according to approved specifications in each release or group of releases in heterogeneous environments Verifying that all requests have appropriate approval and sign-off, including authorized Change Record/s. Removing outdated software during upgrades. Managing the communications and testing required when the package release is a significant upgrade or implementation of a new module Show less

ITSM Project Manager

• Jan 2008 - Nov 2009

Project Manager. Responsible for BMC Remedy ITSM and BSM Project Management, Product Evaluation & POC. Implementing IT Infrastructure solutions and preparing project plan; involved in project Implementation and tracking. Project Handled: BMC Remedy ITSM and BSM Implementation at GMR Rajeev Gandhi International Airport, Hyderabad.Implement Incident, Problem, Change, Release and SLA Management BMC Remedy ITSM at Idea Cellular Ltd. and Tata Motors BMC Remedy ITSM Implementation at Bharti Airtel Ltd., Delhi. Show less

Asst. Service Delivery Manager

• Aug 2000 - Mar 2007

Managed large team size of Support Engineers Maintaining profit ratio during service delivery and ensuring price enhancement during renewals. Obtaining business over and above FMS billings by tapping the upgrade & new hardware requirements of the customer. Organizing training programs for developing Trainee Engineers; involved in manpower planning & management. Providing technical assistance and support to FMS Engineers. Identifying potential vendors with respect to their delivery strengths. Key Projects Handled:  Bank of Maharashtra system Integrations and Implementation (64 location)  Facility Management Service for Citibank, HDFC, Kotak Bank, JSB, BSB, ABN Ambro Bank.  Service Support Management for HDFC Std Life, Cholamandalam Finance, Birla Sun life, Unicenter CA Service plus Service desk Implementation & Integration with Unicenter software delivery, Asset management and NSM for Vedanta Group, Hindustan Zinc Ltd., NDDB, Sterlite Ltd. Show less

Customer Support Manager

• 1998 - 2000

Technical assistance and support to FMS Engineers. Onsite and On call Service Support. Team Management. Technical assistance and support to FMS Engineers. Onsite and On call Service Support. Team Management.