Anthony Joshua Deepak
Bengaluru
Summary
Service Management Specialist with 16+ years of IT proficiency with proven expertise in transforming the service management practices for global companies using ITIL, SIAM frameworks.
Overview
26
26
years of professional experience
1
1
Certification
Work History
ITSM Manager
Hexa
09.2023 - Current
- ITSM process manager, Business process consultant, Functional Consultant, Process Solutions
Service Transition & Transformation Manager
IBM
08.2021 - 09.2023
- Service transitions of process, SLA implementations
- Process transformation, execution and trainings
- Governance setup
Principal Consultant
Wipro Limited
08.2014 - 08.2021
- Orchestrated multiple projects transitions and transformation seamless execution and onboarding
- Designed processes that meets customer requirements with operational effectiveness
- Received appreciation from customer counterpart for successful SLM onboarding of leading petro chemical company in Europe
- Got appreciations from CIO of a consumer-based company for Service Management implementation
- Multiple appreciations from the US Service Managers counterparts for process design and implementation
- Supervised CFS delivery team for transformation project successfully
- Have got best performance rating throughout the tenure.
Process Lead
HCL Technologies
09.2008 - 08.2014
Sr Technical Support
Convergys India Services Ltd
03.2006 - 09.2008
Customer Service Engg
NCR Corp
12.2004 - 08.2005
Quality Support
HAL (Avionics Instruments Quality)
07.1999 - 12.2004
Skills
- Service Management
- Process Consulting
- Functional Consulting
- SM Tools Implementation
- Project Management
- Stakeholder Management
- People Management
Projects
Process Transition for an Australia’s leading paint company, As Is Process Transition for DC Team and EUC, Successfully lead the SMO process transition track to align Wipro delivery organization to customer’s processes, Successfully lead SMO Process transition track in implementing ServiceNow (IM, Service Catalogs, Problem, Change, Knowledge, Asset, CMDB, SLM, Event, Availability and Capacity Management), Successfully lead the transition track single handedly without a single escalation from the customer stakeholders, Developed a framework for ServiceNow implementation which has helped the project to be driven very smooth and deliver the results on time. Process Transition for a Semiconductor company in Portland Oregon, USA, As Is Process Transition for DC Team and parallel Process Transformation for the enterprise IT, Designed and implemented enterprise wide processes – IM, PM, Service Catalog, Change and Release, SACM, KM and Event, Co-lead the ServiceNow implementation, Successfully lead the transition track single handedly without a single escalation from the customer stakeholders., Coordinated for remedy to ServiceNow transformation successfully from functional standpoint Process Transition Publisher & Consumer Marketing Project – Austin, Texas, Implementing a ServiceNow readymade image with best-in-class processes that can be quickly deployed to the prospecting customers, Designed IM, Service Catalog, Problem, Change and SACM processes, Co-lead the ServiceNow implementation program, Instrumental in defining the functional requirements for the world class ServiceNow standardized images which was patented by the company. Managed Services Process Transition and transformation for Consumer durable project – Bowling Green, Kentucky, Managed Services Process for leading Health care company in Nashville, Tennessee, Transforming the Managed Services Organization Processes for Remedy to ServiceNow migration, As Is Process Transition for Service Desk, EUC & DC Team, Designed IM, PM, Event, Change, SACM, Availability and Capacity Management processes, Co-lead the ServiceNow migration program and implementation, Designed service catalogues for IT, Business users and End Users along with Customer Senior VP end to end solution, Designed the process to align for sow scope of work, Suggested functional requirements and implemented successfully to align sow scope, Designed the standardized processes for the managed services organization which provides services to 100+ customers, Flawless execution of process design, implementation and operationalization, Successfully lead the transition track single handedly without a single escalation from the customer stakeholders as this was a Challenging environment with customers customer also using the service management tool Managed Services process for Food catering company in France, Process Transition for Application Management services tower, Defined the processes as per ITIL standard to align for sow scope of work, Suggested functional requirements and implemented successfully in ITSM tool, SLA Implementation, Successfully lead the transition track single handedly without a single escalation from the customer stakeholders., Received customer appreciation for service transition execution
Certification
- ITIL 4 Foundation, 2019
- ITIL4 Managing Professional, 2021
- SIAM Foundation, 2018
- SIAM Professional, 2022
- ITIL 3 Intermediate Certified
- ITIL 3 Foundation, 2009
- Professional Scrum Master, 2022
- MS Azure, 2022
- ServiceNow CSA, 2023
- ServiceNow ITSM, 2024
Other Details
US B1 – Till 2027, United States, Australia, Romania, 3 Months, I hereby declare that the information’s furnished above are true and correct to the best of my knowledge and belief. I am ready to furnish the originals of above all on hearing from you at any time.
Summary
Service Management Specialist, 16, Transforming service management practices for global companies using ITIL, SIAM frameworks.
Timeline
ITSM Manager
Hexa
09.2023 - Current
Service Transition & Transformation Manager
IBM
08.2021 - 09.2023
Principal Consultant
Wipro Limited
08.2014 - 08.2021
Process Lead
HCL Technologies
09.2008 - 08.2014
Sr Technical Support
Convergys India Services Ltd
03.2006 - 09.2008
Customer Service Engg
NCR Corp
12.2004 - 08.2005
Quality Support
HAL (Avionics Instruments Quality)
07.1999 - 12.2004
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