Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

HARIKUMAR R

Cochin

Summary

IT Service delivery, Project Management, Transition/Operations Management Professional experienced in quickly understanding complex project objectives, building stakeholder consensus to delivery approach. Collaboratively manages global team resources to deliver project objectives. Able to mitigate and resolve issues, re-establish project momentum throughout all stakeholder tiers including end users, technicians, engineers, subject matter experts as well as management in both business and/or operations. Acts as the calming influence in resource matrix of objectives, cultural differences, vague and politically charged cross-functional activities. Applies Common Sense Project Management Principles to engender cooperative and collaborative efforts, deliver business strategic objectives and fill the end customer needs. Career Snapshot: Over all 17 + Years of IT experience with key focus areas in Service Delivery Management Project management Agile/Scrum process adherance Transition/Transformation Management Project / Operations Management Application & Production Support Management(L1/L2) Incident Management Change Management 2 years of onsite experience at client site in Malaysia for a logistics client. Currently working in the Client Technology portfolio at EYNST & YOUNG Global limited, Trivandrum. Offering excellent project management, multi-tasking and communication skills to coordinate multiple, concurrent projects with competing demands. Makes sound decisions in high-pressure settings and utilize analytical problem-solving skills to troubleshoot and resolve issues. Articulate communicator with strong customer service skills.

Overview

19
19
years of professional experience
1
1
Certification

Work History

IT Project/Scrum Master /Transition Manager

Ernst & Young Global Limited
07.2014 - Current
  • Plan, lead the service delivery/transition activities in cohesion with leadership for the smooth delivery of project from the application development till implementation & go live phase
  • Global Project Management experience involving multiple stakeholders in conceptualizing, design, development and execution of deliverables and initiatives
  • Create project plan and get it approved by business and henceforth follow the entire Transition management process followed by EY
  • Work with the business
  • Liase and maintain a key relationship with business/stakeholders and hence get the focus on continued business acumen with them
  • Adhering to ITIL guidelines, create documentations for change management process adherence
  • Create support models, production support procedures (PSP’s) for various projects
  • Robustly work in cohesion with the packaging team to get the package ready for test deployment initially and later full deployment based on the success of Test process
  • Oversee the On-boarding process of new applications and infrastructures in consensus with the project and program managers
  • Monitor the progress of application/Infra deployment and create transition dashboard for senior management review and decision making
  • Create knowledge artifacts and support manuals for multiple levels of help desk and ensure that service catalogue is properly updated
  • On a routine basis, based on continuous monitoring, understand the various defects in any current deployment procedures and make necessary amendments in existing models
  • Mitigating risks related to the project from a deployment perspective
  • Liaise with Business w.r.t the regulatory & functional updates regarding various applications and follow all transition management activities to get the new regulations applied in applications across various geographies
  • Provide weekly reports to management and keep a tab on the budgetary aspects

Transition/Transformation Manager

UST Global
02.2005 - 07.2014
  • Led strategic planning of partner engagement programs after analysis and research of company programs and functions.
  • Managed effective resource allocation to adhere to service level agreements and minimize company costs.
  • Conducted financial forecasting to explore strategic options and develop creative solutions to complex business issues.
  • Identified opportunities for new product and features, while supporting business case to secure resources for opportunities.
  • Coordinated with cross-functional teams to perform product testing and develop business plans.

PMO Manager

ITIL V3 Foundation
  • PRINCE 2 – Foundation and practitioner
  • ITIL V3 Foundation certified Professional on Service Management
  • Trainings:
  • PRINCE2 – Foundation and Practitioner, Have successfully completed 80+ Transitions for the Client Technology platform in 10 months
  • Completed a large account transition for service delivery Management vertical successfully in the previous assignment in UST Global for logistics domain
  • University level Third Rank(3rd) holder for PGDHRM -2011 from Kerala University
  • Successfully worked as L1 Application manager, managing 28 member team providing 24/7 support to the organization
  • Managed a 20-member team in transitioning the PMO operations of a new logistics client from their onsite location to offshore base in a span of 6 months and ensured seamless support and there by BAU ahead of the planned date., leading, Transition/Transformations, Operations & Service Delivery
  • Creates Transition plan for the smooth conduct of Application transitions from Third-party client to offshore from planning till successful signoff
  • Conduct stage gate reviews in cohesion with business and client to ensure smooth Transition/Transformation of projects
  • Create resource pipeline and ensure timely staffing
  • Responsible for project management activities
  • Executed and maintained project management processes and disciplines in the areas of: program schedule and quality management; communications management; human resource management; cost management; procurement management; risk / issue management; change management
  • Managed the entire Operations from sourcing till delivery for a new transition engagement project
  • Managed and perform the process of Statement of Work and contract creation to secure new and follow-on work
  • Provided project turn-around expertise at the customer site with emphasis on regaining customer confidence
  • Responsible for staff/account management and prioritization and forecasting
  • Provided delivery management to ensure customer satisfaction and reference-ability
  • Monitored project activities and advised staff of issues due to resource availability.

Service Delivery Manager

  • Accountable for the overall service delivery/performance of the accounts as regards to the SLA contracted
  • Manage delivery of services to clients during India coverage hours
  • Own Service Improvement Plans for any given account and deliver to successful completion, handling of account escalations where appropriate / necessary
  • Work closely with the competency leader and drive the business objectives established for the accounts/competencies.

Production Support Manager

  • Ensure production integrity, and enforce production standards
  • Oversee installations of major changes into production and coordinate Transition/Release Management including the final production acceptance review with the customer/Client
  • To serve as mentor or consultant to the team members by ensuring that all work performed by the team are free of errors and ensure good quality deliverables
  • Monitor Support function to generate direct revenue for the Organization through client and partner engagements
  • Ensure that all end-of task reports are completed and sent to the appropriate recipients
  • Escalates to the Portfolio Manager if additional resource is necessary as dictated by the issue/problem developments
  • Carry out trainer responsibilities, which include conducting sessions, guiding the participants during hands-on and supporting the other trainers, adhering to the quality standards
  • Monitoring the ticket’s frequency in remedy & make decisions on reducing the operational costs
  • Regularly monitoring the performance index of resources as well as application health to ensure constant support & service
  • Liaise with Vendors w.r.t the various annual contracts & other settlements

Incident Manager/Change Manager, Production Support Engineer

  • Carry on the preliminary validation on the RFC (request for change) for various fields and cross verify if it matches the actual change involved
  • Understand the change in detail to ensure that change is raised in the correct class
  • Verify the documents attached to ensure that all relevant information are furnished in the implementation plan/back out plan
  • Also verifies the test case results to ensure that QA is complete on all the test cases created
  • Work in cohesion with the CAB (Change approval board) members in evaluating the changes for both application & Infrastructure changes
  • Work with Auditors during the periodic audit period and provide the requisite reports
  • Identify the NC’s in change management process and report to the CAB/CIO
  • Introduce new Processes which are real value add to the current mechanism
  • Co-ordinate & conduct the weekly CAB meeting on weekly schedules
  • Also, have been part of various audits ISO 27001, ISAE, SOX-40
  • Role:, Performing daily sanity checks on various systems to ensure smooth functioning of applications and resolving technical issues
  • 24 x 7 On Call Support and troubleshooting
  • Suggesting process flow improvements within applications and if approved implementing them contributing to value addition
  • Tracking recurring issues of clients/research analysts, Discuss and escalating the same to Dev teams
  • Contributing in identifying bugs and hence improving application stability & efficiency
  • Write automation scripts to perform proactive checks to avoid outages
  • Interact with users to understand technical and functional issues
  • Updating the business user community in case of application outages and sending out detailed description mails, simultaneously liaising with the team responsible for fixing and providing status updates for the same
  • Preparation of MIS reports with a in depth problem analysis and explicit focus on root cause, user/business impact, solutions
  • Contribute to production support knowledge base by authoring value-added Alerts, FAQs & Technical Notes and Implement new releases
  • End to End testing for the project and also carried out scalability testing by considering growing business needs
  • Major Clients:
  • DHL - Malaysia

Education

Scrum Allianz
CSPO
05.2023

CSM – Certified Scrum Master ( Scrum Alliance -

Scrum Allianz
04.2023

Axelos
ITIL V4 Foundation
04.2023

PG Diploma - HRM

Kerala University
01.2011

MCA -

Calicut University
01.2004

B.Sc. - mathematics

Kerala University
01.2000

Skills

  • Strong Project management & Transition skills
  • Strong organizing, partnering and planning skills
  • Lead Teams in a Matrix Environment
  • Motivating teams
  • Conflict management
  • Advanced priority setting skill
  • Strong ability to communicate clearly
  • Leadership & Mentoring skills
  • Project Management
  • Sprint Planning
  • Resource Planning
  • Conflict Resolution
  • Budget Control
  • Stakeholder Negotiations
  • Scrum Methodology
  • Budget Administration
  • Client Relations
  • Customer Interaction
  • Agile Best Practices
  • Public Speaking
  • Presentation Skills
  • Customer Requirements Analysis
  • Risk Identification
  • Scrum Processes
  • Software Process Management
  • Project Tracking
  • Team Leadership
  • Change Management
  • Project Planning

Languages

English
First Language
English
Proficient
C2
Hindi
Upper Intermediate
B2
Malayalam
Proficient
C2

Certification

  • CSM
  • CSPO
  • ITILV4 Foundation

Timeline

IT Project/Scrum Master /Transition Manager

Ernst & Young Global Limited
07.2014 - Current

Transition/Transformation Manager

UST Global
02.2005 - 07.2014

PMO Manager

ITIL V3 Foundation

Service Delivery Manager

Production Support Manager

Incident Manager/Change Manager, Production Support Engineer

Scrum Allianz

CSM – Certified Scrum Master ( Scrum Alliance -

Scrum Allianz

Axelos

PG Diploma - HRM

Kerala University

MCA -

Calicut University

B.Sc. - mathematics

Kerala University

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HARIKUMAR R