Dhirendra Mishra
Bangalore
Summary
15 +years of hands on experience Asset management, ITIL service management, Client service, Operations, Order management, Configuration management, Incident management, change management ). Companies worked at: IBM India, HCL, Aegis International. Believe in best quality and customer service to the client in time. Understand and implemented principles of agile methodology. Quality makes the individual, individuals build the team, team builds the organization.
Overview
16
16
years of professional experience
15
15
Certifications
Work History
Service Manager/Sr. Consultant
Allianz Technology
07.2020 - Current
- Leading and coaching a team of one or more Service Delivery Specialists
- Providing support and guidance to the team
- Providing subject matter expertise to the team
- Collaborating with internal leadership / stakeholders to set the strategy and direction for the team of Service Delivery Specialists
- Fulfilling key role and responsibilities of that of a Service Delivery Specialist – depending on regional and / or country requirements
- Monitoring client satisfaction and identifying service improvement plans to address with immediate service delivery team
- Managing and coordinating the service delivery budget, compile reports and service delivery metrics
- Observing the external market by analyzing service delivery management trends and recommend improvements to existing procedures, strategies and policies
- Ability to organize, delegate, and leverage resources to accomplish objectives
- Have Strong analytical, problem solving & organizational abilities
- Possess a flexible & detail oriented attitude
- Discussing with business customer or client to define clear scope, requirements and deliverables
- Identifying & building the team achieve the outcome
- A keen planner, strategist & implementer with demonstrated abilities in EUC Technologies operations, running shared delivery organization, streamlining business operations
- Strong meeting management and reporting skills with Exceptional Customer service skills and client focus
- Solving team conflicts and problem, take corrective actions when problem arises
- Strengthening People capabilities across all levels under EUC Technologies & build team toward latest technologies by upskilling & cross skilling
- Responsible to meet contractual obligations and client expectations
- Responsible to meet overall customer satisfaction metrics
- Resource management, Employee retention, motivation and training
- SLA and Management reporting.
Assistant Manager/Team Lead- Asset management group (HW & SW)
IBM India
07.2017 - 07.2020
- Worked for Astellas global project
- Asset Management Process reviewing
- Championing and supporting the effectiveness and enforcement of relevant IT Asset policies
- Change Management – Monitoring, verifying and approving Change Request via Remedy
- Chairing CABs and sending out business approval memos
- Closing of SOM alerts after explaining to DPEs
- Communicating bridge between client and company
- Creating of Standard Operating Procedure for all operation work processes and regular updating
- Designing process training materials, test papers, modules and flowcharts
- Determining when problems should be escalated to a higher level
- Documentation - Prepare Daily, Weekly, Monthly, Quarterly and Yearly Reports on the Major Incidents and Outages, Prepare Problem Management Trackers and Packs, Check and verify reports sent over by Support teams
- Every month doing comparison amongst all the reports (SESDR, ATP, SCCM,AV, MTS, ADDM, TAD4D, AT &T) and then works towards closing all disparities
- Follow-up on tickets being raised regularly for re-occurring incidents
- Giving trainings to new joiners
- Hands-on experience as Strong functional in Order Management & Supply chain modules
- Incident Management – Co-ordinate & Communicate Incidents while taking ownership, manage its resolution and send out business summary
- Independently validating information from multiple sources
- Specifies and applies appropriate analytical techniques and reports results to internal customers and management
- Manage access to the Distribution Lists and Mail-In Data Bases on the Lotus Notes Domino Server
- Owning the entire Software Asset Lifecycle (Acquire, Deploy, Manage, Retire, Plan)
- Primary point of escalation for IBM Applications/Product and services
- Problem Management – Perform RCA, Investigation and follow-up for permanent fix of the problem
- Process Consultant on ITIL & Remedy Modules & process improvement
- Resolving OH1 alerts OH1A, OH2 Alerts after doing comparison between financial book & Operational book
- Service Asset & Configuration Management – Creation, maintain ace, auditing of CMDB & service assets, Recording & updating of CI details, Planning of cost-efficient asset management
- Setting reasonable, challenging and clear performance goals for direct reports, monitors performance & provides appropriate feedback
- Software license management for data canters – Oracle, IBM, Citrix, Symantec and RedHat etc
- Supporting and sometimes leads hardware asset management projects/initiatives
- Supporting the ITAM function with global process governance and improvement
- Taking care of disposals of asset life cycle
- Taking responsibility for understanding where there are breakdowns in the asset management process
- Identifies, evaluates and recommends options
- Tracking of hardware and software assets
- Tracking of IBM Licenses activity and also Oracle license activities
- Training internal customers on asset management lifecycle procedures and tool usage
- Training on IBM Applications, process flow and communication methods
- Working Software license optimization
- Working with the SAM Lead, and other stakeholders to track and ensure software license compliance and audit defense.
Service Management Consultant
IBM India
01.2013 - 07.2017
- Worked for Cemex USA & IBM Australia internal project
- Building and leading a Team of ITIL Service Management Professionals
- Acting as the Services Process Owner for the Incident, Request, Problem, Change, Asset and Configuration Management processes and the workflows associated with each
- Partnering with adjacent services team leaders to deliver our service operations strategic plan and roadmap
- Defining, implementing, and maintaining the key performance indicators (KPIs) of the services including the generating and distributing of reports to measure the effectiveness and value of the services
- Leading the Service Level Agreement Reporting and Distribution function
- Chairing the operational review cadence for internal governance related to service performance against our KPIs and targets
- Ensuring that the CMDB is managed and maintained with the highest degree of accuracy and ensure that audits are performed on a regular basis
- Conducting root cause analysis/postmortem meetings and facilitates the problem management process for lessons learned and preventive recurrence
- Managing and driving the incident and change management processes to always ensure operational stability
- Developing framework and serving as a facilitator of audits and assessments to ensure processes and services are fit for purpose and support the mission
- Serving as an expert analyst and advisor to plan, manage, and execute Process Improvement and Lean Six Sigma (LSS) activities to assess and ensure the effectiveness of complex management processes and systems
- Managing employee performance, setting objectives, and conducting regular team and individual performance reviews
- Managing the costs of running the Service Management and maintain the methodologies and accuracy of transferring costs to the various Business Units and internal stakeholders
- Cost management will also include the ownership of a shadow P&L focused on Service Management Operations as part of the larger Managed Services Portfolio
- Creating and building relationships with key business stakeholders.
Change Management Analyst - Technical
HCL Technologies
04.2012 - 11.2012
- Worked for British Telecom process
- Coordinating with the Incident Management Team in order to resolve the High- Priority requests
- Attending Global Call Bridges for critical issues on and resolve them for the domain users
- Collaborating with the responsible management on development, review and approval of corrective/preventative action plans
- To attend BT internal meetings to review and improve the support processes to BT customers
- Reviewing Change Requests and making recommendations on their approval with a view as to whether they can be implemented safely with the minimum of disruption
- Attending various change meetings to review and approve changes taking place in the following week
- Reviewing, risk assessing and prioritizing changes and releases consistently and appropriately, and communicating the potential impacts clearly, in order to minimize change related service outages and ensure the impact is truly understood
- Working with Vendors, Service Managers, Incident and Problem Managers, and other stakeholders, to support decision making in line with best practice
- Working closely with other Team members and Vendors to ensure IT Change requests are delivered within defined timescales and that any potential conflicts are understood and mitigated
- Providing reporting on performance and issues to senior team members
- Understand the Change process and the activities associated with it
- Reviewing changes and ensuring that adequate testing has been carried out on all relevant changes before they are deployed in the live environment
- Confirming that relevant communication to stakeholders on all planned releases is undertaken by appropriate personnel and that the quality of documentation for Changes/Releases is appropriate and fit for purpose
- Contributing to continual service improvements and service reviews through the measurement and challenge of services and processes, tools and capability and making suggestions where appropriate
- Identifying and managing risks and issues in accordance with standard processes
- Liaising with Incident Management for potential Emergency Changes, administering the Emergency Change process and ensuring that retrospective changes are raised and managed for out-of-hours
- Running weekly and daily change meetings with relevant stakeholder to review and approve changes.
Incident management (Senior executive)
Aegis International
01.2009 - 02.2012
- Worked for Santander bank(UK) & Vodafone Customer care (UK)
- Managing Critical Business Events to ensure best resolution in the shortest time possible, with the least impact to the business
- Driving all levels of the IT organization to update their processes, procedures, and documentation
- Managing and detecting changes of state for Configuration Items (CI) or IT services that had have significance and escalated exception conditions
- Providing control for the execution of operational activities and processes (Incident, Problem, Change Management)
- Communicating operations state of service throughout the global organization during a Major Incident
- Providing ability to compare actual operating performance and behavior against design standards and SLAs
- Managing the lifecycle of all problems (Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management)
- Thoroughly understanding the ITSM Framework and Policy to manage the establishment of the problem management program and assist in the development and maintenance of related process, policies, and standards
- Ensuring all IT critical events are communicated to the appropriate functions
- Providing control for the execution of operational activities and processes
- Providing means to compare actual operating performance and behavior against design standards and SLAs
- Providing a basis for service assurance and improvement
- Analyzing root causes and preventing Incidents from happening in the future
- Coordinating with change management team/process to ensure any changes reflect the desired end-state for end to end change
- Ensuring Proactive Problem Management by analyzing incident records, and using data collected by other IT Service Management processes to identify trends or significant Problems
- Providing a thoughtful, risk-based IT perspective, and assist in the execution of the program including, but not limited to, policy compliance assessments and continuous monitoring.
Education
Bachelor of Arts - Economics and Geography
Lucknow University
Professional Diploma - Web & Software Engineering (PDWSE)
F-TEC
Skills
Excellent Client Service skills Good communication skills to be able to engage with stakeholders at every level Patience and attitude to resolve all client (external or internal) issues to full satisfaction Hands on experience in IT Service Management standards/frameworks and Asset Management Almost 100% attendance and ready to put extra efforts and hours to achieve SLA Ability to initiate/manage cross-functional teams and multi-disciplinary projects Strong experience with data certification (ie, ensuring asset data is correct) Strong understanding of the hardware asset management lifecycle Ability to take clear directions and execute as per the orders Would clarify doubts if any to ensure quality delivery Ability to identify and resolve customer related issues including technical issues Ability to maintain composure under pressure Adaptability & Tolerant to stressed situations Leadership: Influencing, negotiating and delegating abilities Conflict resolution Planning and organizing Effective written and oral communication skills Consistently deliver quality
Timeline Development
Assessments
Staff Management
Cost Analysis
Product Life Cycle Management
Quality Assurance
Continuous Improvement
Team Leadership & Development
Process Optimization
Server Management
Cloud Computing
Customer Relationship Management
Certification
Certified DASA DevOps Product Owner by APMG International
Awards
- Won “Best Team Lead” award in Oct and Nov out of 13 team leads.
- Designated as Auditor & Quality Champion for a Six Sigma CEMEX project(IBM).
Disclaimer
I hereby declare that the above information is correct to the best of my knowledge.
Timeline
Service Manager/Sr. Consultant
Allianz Technology
07.2020 - Current
Assistant Manager/Team Lead- Asset management group (HW & SW)
IBM India
07.2017 - 07.2020
Service Management Consultant
IBM India
01.2013 - 07.2017
Change Management Analyst - Technical
HCL Technologies
04.2012 - 11.2012
Incident management (Senior executive)
Aegis International
01.2009 - 02.2012
Bachelor of Arts - Economics and Geography
Lucknow University
Professional Diploma - Web & Software Engineering (PDWSE)
F-TEC