Kishore MR
Cloud Services Program Lead
Bengaluru
Summary
An accomplished Cloud Services Program Management Professional with 9.5 years of experience in different industries like Supply chain, Retail, FMCG, Telecommunication fields with Excellent customer handling skills Have good analytical problem solving and communication skills and can work efficiently as an individual as well as part of the team, Adaptable to new concepts, technologies and ability to learn them at a faster pace, Flexibility, patience and hardworking are greatest strengths. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency
Overview
9
9
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Technical Lead Cloud Services
Manhattan Associates
- Current
- Manage multiple teams across time zones in the provisioning and delivery of multiple cloud hosting environments within business timelines and SLAs
- Lead issue identification, tracking, escalation and resolution documentation
- Monitor risk events before becoming issues and potential roadblocks
- Lead client onboarding and discovery sessions in gathering technical and business requirements
- Facilitate and guide clients in preparing infrastructure requirements and setting up IPsec and FastConnect VPN
- Schedule recurring internal and customer facing meetings as needed during project implementation to review and monitor project goals and status
- Liaising with Manhattan clients for all their application and infrastructure issues
- Working as a Major incident manager for cloud related issues
- Setting up schedules for security patching, SDN deployment at infrastructure level
- Working on different dashboards and decks created using Salesforce CRM tool
- Oracle cloud Infrastructure Foundation certified
- Having good knowledge about cloud offerings for products like Hosting, Managed services and SAAS offerings
- Fair knowledge on Warehouse management, Transport Management and Integration products in supply chain side of the house
- Knowledge on using Global Monitoring system, Kibana Dashboards.
SR ITSM Analyst
Lowe's services india
12.2019 - 10.2021
- Support Scope in Lowe's (Change, Release Management, Incident Management, Knowledge Management)
- KB Management of process
- KB review, Update, Publish and Retiring of KBA's Performing release activities
- Problem management for all the P1, P2's and repetitive incidents
- Effective usage of Service Now Tool by raising some defects as the platform was new
- Working on Everbridge Tool(Notification Tool)
- Has gained very good knowledge on Everbridge tool
- Chairing Service introduction meetings
- Working on scheduling Releases as per release calendars
- Have worked in most complicated Infra environment
- Working as a integration Manager for Multi vendor Integration project for ITSM tool integration
- Working as Incident Governance team member to reduce the MTTR.
Consultant
Capgemini
11.2018 - 12.2019
- Hosting Weekly Pre - CCB and CCB Calls with Client
- Chairing CAB calls with different vendors
- Creating changes and accountable for whole change cycle
- Preparing Service Level Dashboards for different bundles within Project
- Preparing service credit report (Service Penalty Report) Performing release activities
- Handling Knowledge Management for project Problem management for all the P1, P2's and repetitive incidents
- Change Decision Making by checking for other changes related to CI's Creation of Patching calendar's and Freeze Calendar's according to clients Requirement ITIL V3 Certified Problem Reports reviews by deciding on which technique report should be done(5 Why's OR Fishbone) POC for all quality related activities and representing as a Project Quality Lead
- Escalation Management as a Level 2 escalation point for client
- Reviewing changes in Test, Pre-Prod and Prod
- Effective usage of Service Now Tool by raising some defects as the platform was new.
Senior Executive
Vodafone india services
10.2014 - 11.2018
- SPOC for all VTIS enabled services and markets
- Vodafone Mission Critical and Business Premium Service Customers
- Drives conference calls with the customer, Vodafone internal support teams and third party vendors
- Documents call activity; technical analysis; technical processes and procedures
- Working on BMC remedy and RePortal tools
- Also worked on a transition project and stabilised the process which was earlier in Egypt Content management of process docs was prepared and uploaded in SharePoint KB Management of process
- Proposed continual service improvement plan to improvise the process
- Analysing the trends of tickets for every month and providing the reports for the same
- Major Incident Co-ordination: Quickly responds to all notifications of unplanned service interruptions from the customer as well as Vodafone internal teams
- Provides timely feedback to upper level management, both Vodafone and the customer on all incidents
- Responsible for engaging, escalating and communicating with cross-functional groups within Vodafone and customer organizations
- Preparing communications to end customers like Initial, Update and End communications to keep customers updated about the incident in timely manner
- High focus on customer satisfaction
- Change Request Handling: Attending meeting of change advisory board
- Announcing the Change Requests to local markets in timely manner coordinating the change with different support teams
- Access the impact of the change and scheduling the change accordingly
- Analysing DP plan and check for dependency of services and update in cr accordingly.
Education
Bachelor of Computer Applications - Computer And Information Sciences
Jss College of Arts, Commerce And Science
Mysore 05.2010 - 06.2013
Skills
Change Management
Release Management
Knowledge Management
Problem Management
Service Desk Management
Escalation Management
ServiceNow Reporting
SLA Reporting
Power Bi
BMC Remedy
Monitoring
Everbridge Notification Tool
Salesforce CRM
Accomplishments
- Awarded as "Extra Miler" at Vodafone in 2016
- Awarded as "Best Performer of the quarter" at Vodafone in 2015
- Awarded as a "Star Performer" at Capgemini in 2018
- Won Spot award at Lowe's in 2020
Certification
ITIL V3 Foundation
Timeline
Oracle Cloud Infrastructure Foundations 2022 Certified Associate
12-2022
Oracle Cloud Infrastructure Foundations 2021 Certified Associate
11-2021
Everbridge IT Alerting Administrator Certification
07-2020
SR ITSM Analyst
Lowe's services india
12.2019 - 10.2021
Consultant
Capgemini
11.2018 - 12.2019
ITIL V3 Foundation
06-2018
Senior Executive
Vodafone india services
10.2014 - 11.2018
Bachelor of Computer Applications - Computer And Information Sciences
Jss College of Arts, Commerce And Science
05.2010 - 06.2013
Technical Lead Cloud Services
Manhattan Associates
- Current