Driving and Trek
Ashwin Billava
IT Service Management Lead
Mumbai
Summary
Dynamic and results-oriented professional with 12+ years of experience in IT Service Management, Change Management, and Project Management. Skilled in Agile methodologies, certified in ITIL, and experienced in Scrum Master roles. Proven track record of driving efficiency, improving customer satisfaction, and leading teams in diverse industries. Seeking a Service Manager role to leverage expertise and enhance collaboration between OMP and its customers.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
6
6
Certifications
Work History
IT Service Manager - CSL Behring
Capgemini India Pvt Ltd
04.2021 - Current
- Led a team in conducting a detailed analysis of SLAs for IT Service Management, leveraging analytical skills to identify areas for improvement. Developed and implemented strategies resulting in a 15% increase in SLA adherence and consistent maintenance of high SLA standards.
- Led the Change Management Process transition phase, surpassing client expectations while working with CSL Behring.
- Revitalized the change management process by leading a project, implementing a user-friendly tool that reduced approval time by 30%.
- Chaired weekly CCRB (Change Control Review Board) and CAB (Change Advisory Board) meetings, fostering productive discussions and achieving alignment among teams.
- Successfully executed a Change Management Audit, receiving consecutive Zero observation certificates.
- Improved efficiency and knowledge transfer during the Transition period by reviewing and updating the KAP (Knowledge Acquisition Plan) and ATR (Acceptance to Run).
- Conducted monthly Change management training sessions and developed comprehensive change process documentation, resulting in enhanced knowledge and adherence to change management practices.
- Strategically planned and coordinated Weekend Changes to ensure optimal support and service availability for customers.
IT Service Management Lead - Scrum Master
Capgemini India Pvt Ltd
08.2019 - 08.2020
- Pioneered and guided successful Scrum adoption, resulting in a 20% increase in productivity and a 15% reduction in project delivery time.
- Empowered team members through coaching, daily stand-up meetings, and active assistance to the Product Owner.
- Fostered clear understanding of the importance of concise product backlog items and established transparent processes to resolve conflicts.
- Guided and facilitated multiple Scrum events, resulting in improved collaboration, productivity, and project outcomes.
- Successfully led a project for service request management, delivering optimized workflows and enhancing operational effectiveness.
Change and Release Manager
Capgemini India Pvt Ltd
05.2015 - 08.2019
- Managed Service Management accounts, ensuring smooth operations and customer satisfaction.
- Collaborated within an Agile scrum team, contributing to the development process and achieving on-time and high-quality project outcomes.
Senior ITIL Specialist
PPMS Networks Pvt Ltd
06.2012 - 05.2015
- Authorized acceptable changes, conducted thorough analysis of change records, and managed training initiatives to enhance Change Management effectiveness.
Change Manager
CBT Info Tech Ltd
11.2010 - 06.2012
- Streamlined the execution and closure of changes, achieving Service Level Agreements (SLAs) with TSG Business Partners.
Senior Process Executive
Tata Consultancy Service
11.2010 - 06.2012
- Managed the Change Process, hosted regular CAB calls, and implemented effective backlog change closure strategies.
Education
Bachelor of Commerce -
Manjunath College, Mumbai University
04.2000 - 03.2003
Skills
IT Service Management
Certification
ITIL V3 & V4 Foundation
Accomplishments
- XTRA MILE - Acknowledged for going above and beyond expectations as an 'Extra Mile' employee by DLG Client in Q4 2018, Q3 2020, Q3 2021 and Q1 2023 in recognition of my exceptional dedication, outstanding contributions, and exceeding client satisfaction through exemplary service delivery.
- Outstanding Performance - Recognized as an exceptional performer in Change Management at Capgemini Senior Management, receiving the prestigious award for two consecutive years in 2018 and 2020 for consistently surpassing performance expectations and driving remarkable results.
Extra
- Active Team member for Capgemini Corporate Cricket Team, Mumbai.
- Inter-Collegiate Doubles Badminton - Second Prize | University Level Doubles Player
- Silver Medal in University-level Softball Tournament (2003-04).
Interests
Playing Cricket, Badminton
Currently Playing for Corporate and Club Level Cricket. Played Mumbai Times Shield and Kanga League.
Timeline
IT Service Manager - CSL Behring
Capgemini India Pvt Ltd
04.2021 - Current
IT Service Management Lead - Scrum Master
Capgemini India Pvt Ltd
08.2019 - 08.2020
Change and Release Manager
Capgemini India Pvt Ltd
05.2015 - 08.2019
Senior ITIL Specialist
PPMS Networks Pvt Ltd
06.2012 - 05.2015
Change Manager
CBT Info Tech Ltd
11.2010 - 06.2012
Senior Process Executive
Tata Consultancy Service
11.2010 - 06.2012
Bachelor of Commerce -
Manjunath College, Mumbai University
04.2000 - 03.2003
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