Mayur Kumar G
Summary
To strive for perfection and to make the maximum contribution to the overall growth of the organization and myself by utilizing technical skills and human-related motivational talents. Looking for a role as a Program Manager.
13 years of total experience in the IT profession, focused mostly on ServiceNow, including 5+ years of experience in BMC Remedy/ITSM.
Overview
13
13
years of professional experience
Work History
Infra Transformation Associate Manager
Accenture
08.2021 - Current
- Currently working as a Delivery Manager for WPS, OTC, T&E, IRM, and ESG modules, handling a team of 17 offshore members and 5 onsite resources.
- Worked as the operational manager for the HRSD onboarding project.
- Received the Outstanding Performance Award for onboarding US/C Go-live.
- I have worked on project management activities like (Transition/Transformation Program, working on MPP, RACI Matrix, candidate billing, candidate interview, RAID Log, Requirement Traceability Matrix, and client/vendor interactions for major integration projects).
- I have also been part of the interview panel for recruiting candidates for the SNOW platform (to date, I have conducted 310 interviews).
- My responsibilities are to manage and plan the development sprint, and connect daily with team members to understand the current development progress.
- Interaction with the client on planning Go Live activities region-wise.
- Simultaneously worked as a Technical Lead, Business Analyst, and Developer for change management implementation and development.
- With 2 years of experience in handling both transition and transformation projects (BMC Remedy to ServiceNow).
- Handling a team of 37 members within India and an additional 15 members across APAC, EMEA, and NA/LATAM.
Senior Consultant
Infosys
06.2017 - 08.2021
- Involved in handling a team of 15 at the client location for day-to-day operations.
- Complete ownership of the preparation and maintenance of the Requirement Traceability Matrix.
- Involved in the analysis of end-user requirements and business rules based on the given documentation, and worked closely with stakeholders and business analysts in understanding the current ServiceNow system.
- Communicating with the project manager on a frequent basis.
- Identifies tasks and issues that may have an impact on service levels or schedules.
- Provides realistic time estimates for task completion.
- Developed solutions for the current platform, and prepared solution documents for each task/JIRA story assigned to the team.
- Worked with stakeholders to create and modify Service Catalog and Request workflow designs.
- Integration from ServiceNow Incident Management and Service Catalog Task with the JIRA platform using REST messages.
- Integration of ServiceNow with a third-party tool, Snowflake, using SFTP.
- Implementation of the OOTB Walk-Up Experience and Knowledge Portal.
- Performance Analytics Dashboard for incident and catalog task management using widgets, indicators, breakdowns, etc.
- Creation of Service Catalog (44) for the client portal.
- Responsible for day-to-day management within the platform
- Played an important role in transition of knowledge transfer and providing trainings to the new vendors and my current team members
- I was involved in the RnD phase for the customization of application (TPA) various enhancements were provided
Senior Software Engg
Safran Engineering Service
11.2015 - 03.2017
- Managing Team, disturbing workload among team, supporting team members on work assigned
- Configuration of new SR offer’s using SRM, Supporting the newly configured and existing SR offers
- Daily health check includes monitoring AR servers, mid – tier servers, Email Engine, AR error and AR Java Plug-in logs for any new/existing error’s captured taking required action on how to proceed solving issues
- Loading of CMDB data using existing scripts, Foundation data load using data import tool, troubling shooting the data load if any error occurs
- Working on Incident, Change and Work Order tickets on regular basis
- Worked on FTS configuration, applying fixes provided by BMC on FTS issues, trouble shooting issues which impacts global search
- Basic knowledge on BMC TMART, BO Analytics Reporting, BBPM (BMC Proactive Net Performance Management module
- Basic knowledge on ADDM
- Monitoring Mid-tier application, SLO configuration done in TMART
- Daily health check activity, User creation in BBPM
- Support work on few existing customization-like records moving from Active director to our ITSM platform
Software Engg
Prodapt Solutions Private Limited
10.2014 - 10.2015
- Using UDMT worked on foundation data load and basic knowledge of BMC Analytics reporting tool
- Preparing the Functional Requirement Traceability document (RTM) and Understanding Document
- Configuration of SRM with the back-end applications
- Customization of SRM according to the Client's requirements
- Working on SRM configuration, import and export of SRD through SRM import export console
- Worked on SRM L3 issues
- Worked on SOAP web services for integrations with third party applications
- Installation and configuring the BMC My IT application
Software Engg
Unisys Corp
03.2014 - 10.2014
- This project involved setting up an environment for Remedy as a service, this involved integration with PORTAL and PMG
- Installation and configuring the BMC My IT application
- Worked on two new modules BMC Virtual Chat and BMC Open Fire chat for Edge instance, inclusive of installation, configuration and troubleshooting Issues
- Experience in CMDB for building Reconciliation Rules, Creating and running jobs working with classes
Tech Analysis Sr. Associate
Dell International Service
03.2013 - 02.2014
- Customizing the Application based on the customer requirement, this includes workflow modification and Configuration changes
- Functional & Technical understanding of the Change/Customization Requirements
- Prepare detailed technical designs document for each Change/Customization Requirements
Technical Associate
Agathya Solution
01.2012 - 03.2013
- Analyzing and solving the basic issues (Incident, Change, and Problem)
- Creating new/updating existing remedy workflow as per the client requirement
- Monitoring the weekly basis and Monthly basis activity
- Delivering Knowledge Transfer to Team members
Education
Master of Science - Telecommunications & Electronics Engg
Sheffield Hallam University
United Kingdom07-2011
B.Tech - Telecommunications & Electronics Engg
KSIT
Karnataka, Bengaluru07-2009
Skills
- ServiceNow
- BMC Remedy
- Windows
- Linux
- JavaScript
- MS SQL
- Project management
- Operations management
Modules Worked
ITSM, CMDB, ITOM, HRSD, WPS, OTC, T&E, ESG, Remedy, Cronos, BMC Analytics, GRC, IRM
Accomplishments
Received for demonstrating exceptional performance and contributions toward the organization's goals
Recognized for outstanding teamwork and collaboration.
Timeline
Infra Transformation Associate Manager
Accenture
08.2021 - Current
Senior Consultant
Infosys
06.2017 - 08.2021
Senior Software Engg
Safran Engineering Service
11.2015 - 03.2017
Software Engg
Prodapt Solutions Private Limited
10.2014 - 10.2015
Software Engg
Unisys Corp
03.2014 - 10.2014
Tech Analysis Sr. Associate
Dell International Service
03.2013 - 02.2014
Technical Associate
Agathya Solution
01.2012 - 03.2013
Master of Science - Telecommunications & Electronics Engg
Sheffield Hallam University
B.Tech - Telecommunications & Electronics Engg
KSIT
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