Raghav Nayak

• As a system manager, responsible for overall system of Future Frontline Incentive Tool(FIT) and involved in below tasks
  • Will be responsible to manage overall system budget, work closely with preferred vendors/partners on managing the contracts/invoice payments etc.
  • Work closely with stakeholders to define the roadmap and vision of the system to meet business needs
  • Drive System Audit and maintain system documentation
  • As system manager will be also responsible to manage the change/release management track, working closely with stakeholders to understand the requirements, prioritizing, and coordinating with relevant implementation teams to get deliver the changes
  • Log or Review Request for Changes (RfCs)
  • Coordinate IT Changes
  • Manage Pre-Approved IT Changes
  • Coordination with Axtria to confirm Configuration changes
  • Remedy Follow-through and approval
  • Monitor or escalate IT Changes
  • Create Release CRQ tickets, and follow through with approval
  • Create Ad hoc CRQ tickets, and review CR form to ensure completeness and accuracy
  • Initiate Post Implementation Reviews (PIR)
  • Manage Releases
  • Create Release ticket, and follow through with approval
  • Release Planning/Release Tracking
  • Perform monitoring and trending to Create reports for KPIs like number of change requests, opened and resolved per month, etc
  • Manage CI lifecycle in Toolkit.
  
  IT System Manager:
  • Handling Audit and ensure compliance
  • The system management budgets are reviewed and to be under control as per the contract services
  
  Vendor Management:
  • Manage vendors and ensure that the services are provided as per agreed timeline and by adhering to the NN processes
  • Manage contracts and SLAs with the vendors on regular basis
  • Handling of invoices for the agreed contracts with vendors
  • Maintain collaborative relationship with different vendors
  
  IT Change Manager:
  • Change Request Estimate.
  • Change Impact Analysis and Feasibility when a RfC is initiated.
  • Coordination with Axtria to confirm Configuration changes.
  • Ensure that the Change Management process is adhered to.
  • Update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
  • Ensure that in Change request resolution are as per business requirements and meets expectations.
  • Work closely with Problem Manager to ensure that Problems which require code changes have Change Requests created against them with sufficient information.
  • Keep a track of all outstanding RfCs awaiting consideration or action.
  • Provide comments and ensure these are incorporated in the relevant docs.
  • Produce Change Management reports.
  • Follow-up with users and coordinate with Vendor partners involved to ensure that sufficient information is supplied by the affiliate for Change Requests.
  • Follow up and track Change Request resolution. Keep updated documentation control through Document Share portal.
  • Manage usage, operation, and maintenance of IO FIT.
  • Manage complex vendor set up and maintaining collaborative vendor relationships.
  • Excellence in business and system understanding.
  • Demonstrate pro activeness and ownership.
  • Manage own time planning and ensure timely deliverables.
  • Communicate and involve relevant stakeholders.
  • Maintain good team spirit and high degree of knowledge sharing.
  • Participate in system operation and maintenance in IT System Management.
• 
  IT Release Manager:
  • Communicate the release scope and plan.
  • Report status on ongoing releases and have a status discussion of the same with Axtria.
  • Ensure that the current Release Management process is adhered to.
  • Prepare the request for Release doc.
  • Review the design docs along with Test Manager.
  • Review the User guides along with Test Manager.
  • Coordinate with Test Manager during UAT, closely monitor the process on UAT, defect raised.
  • Provide comments and ensure these are incorporated in the relevant docs.
  • Participate effectively in the Release Management discussion and make recommendations for improving it.
  • Coordinate day to day execution of Release Management.
  • Report status on ongoing releases.
  • Ensure CIL & other necessary docs are updated in globe share after every release
  • Receive and allocate priority to system changes, in collaboration with key stakeholders.
  • Analyze releases to determine any trends or apparent problems that occur. Seek rectification with relevant parties.
  • Follow up with users and coordinate with Regional Project Managers to ensure that sufficient information is supplied by the affiliate for any requests raised.
  • Act as focal point in case of issues with support system related to Release Management process.
  • Work closely with Vendors and Regional Project Managers in challenging estimates and specifications.
  • Take a decision on the production downtime for releases in co-ordination with Regional Project Managers.
  • Ensure the deliverables are of good quality and no deviations exist.
  Scope of Authority:
  • Provide necessary guidance/coaching to the IO FIT system management team.
  • Set direction for the IO FIT system management and delivers results with significant impact.
  • Decision on system maintenance activities (downtime schedules), roll out of newer IO FIT app patch releases.
• 
  Other areas of responsibility:
  • Share good practices and collaboration within Commercial IT.
  • Participate/Present in various IT meeting/conference.
  • Provide solutions to complex business processes which will have a positive impact on the NN business stakeholders across IO region.
  • Proactively check and identify potential issues (in advance possible) and accordingly plan for the mitigation actions.
  • Ensuring tasks and projects are well planned and executed with strong sense of ownership.
  • Proactively identify and develop best in class practices for application support and maintenance.
  • Guide and mentor, the system management team.

• Assignment Title: Global Technology Services - AXA
• Role: IPC Functional Manager- Service Management
• Playing a role of Functional Manager for (Incident, Problem, Change, Reporting and Quality Management) and supporting the People Manager.
• Having Client interaction and governance meet on Cisco Webex, Microsoft Teams on a daily basis.
• Involved in Multiple meetings with Internal Management (India and Global DPEs, all service line tower leaders), stakeholders, Geo teams, and customers.
• Work culture based on Agile adaption. Also known as Iteration Manager (People Servant) within the Service Management Tower.
• Weekly meeting initiative with client to discuss on relevant SLA and KPIs impacted for the month based on the incidents and outage on the Cloud Infrastructure level.
• Get technical teams mobilized along with Major Incident Managers to restore the services in case of an outage to the client.
• Decision making and approvals granted to technical teams in case of some changes needed on infra level with the help of change records.
• Weekly huddle with the team members on improvement, feedbacks, comments and discuss on challenges faced in day to day business activities.
• Work on PIM(Process Interface Manual) for Incident Management and amend the changes year on year post discussion with client and relevant stakeholders

• Collaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration
• Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management.
• Act as lead of Service Management Team and ISM Processes for a given account or set of accounts
• Act as escalation point for Service Management Process and Resources on the Account.
• Bridge gaps between delivery teams to help drive rapid recovery during major incidents.
• Use specific information from Major Incidents in conjunction with the Problem Manager to appraise technical teams so that they can build high quality RCAs.
• Act as escalation for Problem Management to SILs / Delivery Line Management if RCAs are not meeting the required quality on consistent basis.
• Work with Incident / Major Incident Manager to continually improve upon the Recovery Model for resolution of Major Incidents to restore service quickly.
• Lead trending / process improvements – reduction in overall Incidents, failed changes etc. Lead ISM Process awareness across all Service lines and provide education if required.
• Promote knowledge base (KEDB) across service lines which could in turn help in speedy resolution of Incidents. Build & distribute Know Your Customer (KYC)' document.
• Revise, Review and ensure approval of ISM Process Account Level PIMs. Responsible for ISM processes & oversee execution.
• Interlock with SIL on resolving issues which impacts the ISM activities performed by delivery. Maintain working relationship with client on Operational matters with DPE owning client issues.
• Escalate to SIL in case there are backlogs for Incident, Problem, Change records. Review and report ISM Process KPIs, Control Points and Operational Metrics to stakeholders as appropriate

• Working with IBM Internal Customers and support and manage their respective applications.
• Single point of contact for customer/sending GEO delivery units and accountable for managing service delivery for one or more client accounts as well as being the single point of contact for escalations and requests.
• Participate (or lead/own as appropriate) in the creation, client approval. Establishes and fosters a relationship with the client, builds a management with the client and owns and drives IBM deliverables for that client.
• Closely work with AFPs (Account Focal points) in regards to the optimization, maintaining and upgrading related to the respective applications and servers. Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts.
• Provide timely and accurate internal reporting.
• Co-coordinating and seamlessly working with various support.
• Presenting /providing detailed weekly/monthly Management Reports - Availability, Changes on technical infrastructure, Release Management, Incidents occurred, Problems resolved, Performance reports. Participate in Global customer calls - to represent Changes, Problem Management, Compliance status and RCA.
• Monitor and manage Incident, Problem & Changes for the portfolio - Provide expert problem management support to major incidents, critical problems, and high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit. - Provide change management support for major changes in complex environment via change control process.
• Leads service delivery to customer(s) in order to deliver contracted service commitments and continual service improvements (typically to senior level). Act as a primary point of contact and is accountable for day to day service delivery.
• Ensures implementations of changes on new initiatives are delivered on time and meet the client requirements by maintaining tight control of the project schedule, risks, scope of work and budget.
• Drive/Manage service quality, improvement of service delivery processes.
• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed IBM/business contacts (as agreed with SDM)
• Support DPE in the management of contract change and service-related issues Leads service delivery to customer(s) in order to deliver contracted service commitments and continual service improvements (typically to senior level). Act as a primary point of contact and is accountable for day to day service delivery.
• Client relationship management, building and maintaining strong client relationships, participating in client meetings regarding performance to ensure client satisfaction

Assignment Title: Global Technology Services - Service Delivery Identity & Access management (IAM)

· Account ID creation, Privilege ID management ( providing the privilege access, Controlling the passwords for privilege IDs etc)

· Disabling and deleting the Ids from accessing the servers, accounts from Lotus Notes and in Active Directory Performing service activation and deactivation activities.

· Advise on IAM policies and standards definition and implementation

· Generate provisioning requests for modification or removal of user IDs and/or privileges for production systems as a result of the execution of secondary controls for client.

· Providing process controls to maintain individual accountability utilizing check-in/check-out Lead tasks such as work assignment to the peers, work load management etc.

· On demand requests from clients as per the business requirements.

· Manage and maintain inventory of shared user IDs Manage provisioning, maintaining and de-provisioning:

1. of the system user IDs.

2. of the system groups and their association with user IDs.

3. of the system user ID for Security Disaster Recover activities, which include assigning needed privileges.

4. of the shared user ID ensuring authorization based on business justification.

• Assignment Title: Dunn and Bradstreet
• Description: Reporting for D&B-Dunn and Bradstreet – Business information reports and Sales & marketing reporting - D&B products and services can help to turn information into insight to develop conclusive, fact-based strategies that will help to gain a competitive edge and transform enterprise into a nimble, customer-focused, more profitable business.
• Worked on the financial reports and the financial structure of the organizations on Mainframe operating systems.
• Worked on D&B Risk management Solutions – Reporting included Business Information reporting, Customized Credit Assessment Model, Self-Evaluation Reports, Trade Exchange Program, D&B's Global Publications, Country Reports, Dictionary of International Trade Terms
• Worked on D&B Sales & Marketing Solutions – Reporting included Direct Mailing Services, Lead Generation Services, Data Build Solutions, Events and Promotions, Database Management Solutions, Market Sizing Models, Profiling Solutions, Hoovers
• Financial reports validation & audits.
• Maintaining the demographic information of the organization up to date On demand requests from clients & internal management as per the business requirements