| Resume |
Certified in ITIL v3 Foundation
Pursuing ITIL Manager(Stage => Service Operation)
KEY TASKS HANDLED ACROSS TENURES
IT Infrastructure Service including Problem, Incident, Change Management, Resource Management, etc.
Project planning, Managing deliveries within SLA
Resolving dependencies, Change management, Client Relationship Management, Root cause analysis, Trend analysis
SPOC for Service Line and Manage QA resource to deliver Defect Prevention Plan, Conduct Account Heartbeat, Service Delivery Reviews
Conducting Daily, Weekly, Monthly Team meeting and Maintain Highest Level of Delivery of Customer.
Take part in Account Transitions and Ensure that SLA, Due Diligence, CTAM documents are as per company standards
Accountable for Security and Compliance and guide Team members in SOX Audits.
Selecting, evaluating and implementing effective systems including hardware, software & Resources.
Resource Planning and Mobilization and maintain the Total Resource count as required by the client with mix of band and Experience
Managing resource allocations and setting up of communication channels across the various horizons of the organization structure.
Carried out 85,24hrs week end support as well as 24 7 365 days support.
Leading DBA team members delivering on schedule.
Address Attrition challenges and Recruit Resources with Recruitment Team Assistance
Global Work experience include U. A. E & Switzerland
Supervise and train employees.
Organize & schedule work assignments.
Foster a cooperative work environment.
Employee development and performance management.
Maintain Process, Security Compliance's.
Liaise between the business and the internal or external technology community.
Windows 2000/ 2003 Advance Server, Windows NT,98,95
Linux, Solaris, AIX, Novel Netware, DOS
IBM Infinity Server, HP/ Compaq Proliant, Acer Altos and Wipro Servers Database:
Oracle, Sybase, SQL Server
VB, PB, Java, Perl
Current Job Role Includes
Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focuses on the people, process, and technology, for providing business solutions within the IT infrastructure ( includes Change, Incident, Service Management & Security Compliance).
Ensures all key project deliverables are appropriately reviewed and approved (such as Requirements Spec, Implementation Plan, Business Impact Statements).
Measure the performance of the project thru Account Heartbeat, Service Delivery reviews.
Know how the project is performing against milestones, time frames, deliverables, budget and resources by having metrics for MTTR.
Conduct Performance Improvement Plan for all exceptions arising from Various Metrics
Escalation Point for all Sev1. Ensure all Severities are within SLA's
Collaborated with client and Subject Matter Experts to identify implementation objectives and goals ( RCA, Defect Prevention, Best Practices)
Meet all targets and goals by identifying and tracking high risks areas by implementing the risk mitigation early and contingency plans as needed.
Responsible for Participating in the discussion for Account transition and ensure Due Diligence, SLA and other deliverables from the customer
Managed the activities and priorities of project team members, initiated and maintained communications, change control, and risk management processes.
Project/ plan Resource requirements for DBA Group, mentor/ guide team members.
Assisting the team in understanding the expectations of the customer and the process involved in implementing the tasks.
Conducting the appraisal for the team leads & members and identify the people for the progression