Profile

A seasoned IT professional of 10+ years experience with extensive subject matter expertise in IT Service and project management,
business consultation, solution and processes design, strategic technology infrastructure planning, developing cost effective
solutions to meet customer business requirements, technical delivery, end-user handling and building business-IT relationship in
agile environment with direct client facing.

SKILLS

• Agile | Waterfall
• Cost | Risk control
• Planning | Delivery
• Data Analysis
• Negotiation
• Budgeting
• Stakeholder management
• Business development
• Communication | Collaboration
• Design thinking
• Problem-solving
• Decision making
• Leadership
• Adaptability
• Incident | Problem Mgmt
• KPI Monitoring
• Release | Change Mgmt
• Knowledge Mgmt
• Service strategy
• Team development
• Continuous improvement
• Servant Leader
• Automation | Digitization
• Conflict Facilitation
• Learning agility
• Cross Selling | Up Selling
• Customer engagement
• Removing impediments

AREA OF EXPERTISE

• Project Management
• ITIL | ITSM
• IT Business Consultant
• Business Analyst
• Scrum Master
• KSR
• Digitalization | Automation
• DAM
• Solution Architecture
• Cost Optimization
• Monitoring
• Retail

TOOLS

• Servicenow
• Sharepoint
• Microsoft office
• Prometheus
• BMC Remedy
• ADAM (abprimo)
• Grafana
• Trello | Smartsheet
• JIRA
• HP Mediabin
• Nasuni cloud management
• Confluence
• Adobe Creative Cloud Admin
• Opsgenie

PROFESSIONAL EXPERIENCE

09/2016 – present

Customer: Infosys Ltd, Herzogenaurach, Germany

Role: IT service manager | Senior business consultant

Task:

• Managing 12 member technical support team, in onsite offshore model
• Appointed as techno-functional lead handling 6 project simultaneously
• Designing, developing, implementing and tracking KPI, SLA and OLA
• Increased revenue and decreased costs by improving processes and implementing project management best practices
• Managing technical debt actively through design and technology adoption
• Ensures consistent and effective reports are provided in timely manner to key stakeholders
• Defining project scope, planning, budgeting, facilitate development and release decision
• Primary focus is on incident, problem, change, and release management to ensure ITIL process guidelines are followed
• Identifies and implement continuous improvement activities in support of customer and internal business processes
• Examining and analyzing customer's business and recommend services/system to meet customer's needs
• Evaluating As-Is processes and determining To-Be processes, performing fit-gap analysis and mapping business and IT process
• Recommending new strategies, innovative ideas and technologies based on market trends
• Translating stakeholder requirements into functional specification, BRS, use cases, stories, workflows and process diagrams
• Partnered with IT quality assurance, systems architects, IT security and service delivery on scope and resource planning
• Creating and executing cutover strategies, documenting defects and providing guidance on future enhancements

06/2012 – 08/2016

Customer: Infosys Ltd, Herzogenaurach, Germany

Role: Support lead | Business consultant

Task:

• SME or domain expert for DAM/CMS
• Mentored 6 members team to follow best practices and standards for service maintenance
• Ticket classification, prioritization and escalation
• Ensured up-time of business critical applications by more than 99%
• Re-engineered processes to streamline project delivery and resolution
• Customized UI to enhance usability and designed business workflows
• Involved in design process for product releases as well as new products
• Investigates operational requirements, problems, and opportunities
• Led project teams, internal and external, to achieve project defined milestones and deliverable
• Conducted different testings as functional, regression, UAT, integration and performance
• Built training programs and conducted webinars

08/2010 – 05/2012

Customer: Infosys Ltd, Hyderabad, India

Role: Support analyst

Task:

• Implemented Digital asset management and Content management systems within 2 months
• Responsible for 60-70 incident resolution and application monitoring
• Analysed IT reports to check system usage and performance.
• Developed data-mining SQL scripts for 4 inbound and 18 outbound interfaces
• Customized functionalities for WCM and DAM web interface.
• Ensured data quality of millions of assets and maintained proper user roles
• Prepared detailed, easy to understand technical and functional documentation