OITSM Tools - Service Now, GIMv2, GCM, IPCM, BMC remedy user, JIRA and HPSM
Kulandai Raj Naveen
Lead Service Manager
Horamavu Agara,Bangalore
Summary
To lead the organization in which I work to the pinnacle of success by establishing clear vision, setting standards, developing a team of highly motivated & empowered people and through innovative high-performance leadership.
Overview
7
7
years of post-secondary education
9
9
years of professional experience
Work History
Lead Incident Manager
Goldmansachs Through CBTS
Bangalore, Karnataka
09.2020 - Current
- In this role, my responsibility is to Manage Major Incident, Problem Management, Change Management and an Escalation point for customer to reach out to.
- Availability of shared services and ensuring that they are delivered in line with ITIL standards and operating model.
- Lead and execute high impact improvement projects ensuring timely closure and benefit realization.
- Managing Major Incident Bridges, Customer Communications, MIR and RCA with all the internal and external stakeholders by providing process transparency.
- Meetings on daily Operations to provide update on major Incidents/Change on daily basis over Call and emails.
- Maintaining operational relationships with our customers to provide exceptional end-to-end service support, drive continual service improvement and ensure all support staff are meeting and exceeding service standards.
- Continuous Improvement materials to include detailed process documentation, process maps, and training (webinar) materials.
- Performs quantitative analysis of key process indicators to identify opportunities for process improvement.
- Working with Project Delivery teams, hand hold all customers through service delivery from contract through to successful transition of services from delivery into support Identify and ensure implementation automation projects, process improvements and cost optimization opportunities.
- Develop and Implement process solutions to improve operational Efficiency, develop process workflow and provide training programs on new process implementation.
- Ensure process compliance across IT Infra support teams & process improvement to meet current needs.
- Engage required resources and lead discussions/bridges - both customer and technical, to restore services ASAP.
- Establish and maintain contact to provide on-going technical and business comms to assigned customers in designated geographic region or coverage area.
- Coordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
- Ensure availability and uptime of customer's network as per agreed levels.
- Responsible for the in-life management of Tools and Platforms, ensuring platform failures are prioritized in the right amount of time to the right forum.
- Coordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
- Using skills to effectively use the existing knowledge base and documentation for quick win and first level resolution.
- Validate / Contribute in Root Cause Analysis and documentation in adequate detail within the service management tool, the root causes as well as the rationale used behind pointing out the root causes.
- Provide input to the Change Management process via Emergency and Normal Changes.
- Maintain positive customer relationship, participate in Monthly Service Reviews, and Quarterly Business Reviews.
- Preparing Metrics to management for measuring customer satisfaction on monthly basis.
- Focus is to ensure operational efficiency is met & Customer SLA commitments are met.
- Review tickets, reports to ensure the agreed KPIs are met for quality service delivery.
- Plan, design and implementation of team initiatives, including automation of tasks to optimize delivery.
Senior Service Management Associate
Cognizant Technology Solutions
Bangalore, Karnataka
10.2019 - 09.2020
- Successfully transitioned the ITSM (Service Management) process from onshore (UK).
- Act as the central point of communication for Incidents/Problem and Escalations.
- Initiating Bridge calls to drive Priority 1 and Priority 2 Incidents.
- Effectively managing, developing, and training the service desk/Deskside team.
- Sharing MIR and RCA with all the internal and external stakeholders by providing process transparency.
- Meetings on daily Operations to provide update on major Incidents/Change on daily basis with Email and SM.
- Defining, analyzing, planning, measuring and improving all aspects of the availability of IT services.
- Lead and/or Contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Change Reports, as well as input to the Change and Problem Management Processes as and when required.
- Responsible for the in-life availability management of Tools and Platforms, ensuring platform failures are prioritized in the right amount of time to the right forum.
- Coordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
- Validate / Contribute in Root Cause Analysis and documentation in adequate detail within the service management tool, the root causes as well as the rationale used behind pointing out the root causes.
- Ensure global process for Change Management is utilized.
- Participate in the Change Management Post Implementation Review for the changes requested for Problem Management activity, to ensure that the changes have been implemented correctly and completely.
- Publish SLA/ KPI details accurately as per the timelines.
- Forecasting the required staffing based on workload to Service Desk.
- Creating Service Incident Reports for Clients/Customers for Quality assurance of High Priority Incident tickets within ITSM ticketing tools across all Major Incidents.
- Prepare and Publish Daily and weekly reports, Weekly availability Reports as an additional responsibility.
Service Management Consultant
Capgemini Technology Services
Bangalore, Karnataka
11.2017 - 11.2019
- Implementation of Service Now tool across the Geography by collecting and analyzing the business requirements, design and implementation on Application solution and support the development teams.
- Drafting the Technical documentation, definition and Implementation of Test cases and Management of Application releases.
- Point of contact of all Severity 1 issues and Severity 2 issues as required. Post Incident Closure, participate in RCA (Root Cause Analysis) Reviews and arrive at corrective actions;.
- Driving the bridge calls and ensuring appropriate resources are assigned to get the task performed;.
- Sharing Customer Communication on MIs, Major incident report with stakeholders and escalating to an elevated level of expertise.
- Responsible for providing overall quality and integrity of day to day Incident and Problem handling by adhere the ITIL process and agreed SLA in maintaining the uptime;.
- Incident and Problem Lifecycle Co-ordination, Identifying, Providing Solution /Work around and Closing the Ticket created for Critical /High /Moderate Outages.
- Performing Root Cause Analysis (RCA), documenting the RCA in the appropriate repository and providing effective resolution to the problem.
- Maintain all problem records and update the tickets with solutions details, RCA and CAPA.
- Ensure agreed Request for Change (RFC) are entered correctly in the Change Control System;.
- Organize Change Advisory Board Meetings (CAB), ensure agenda and papers are issued to participants in good time;.
- Review, monitor and communicate the progress and outcome of changes to all relevant parties and Ensure configuration items (CI) are linked to the change;.
- Ensure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availability;.
- Managed and monitored results of team to ensure internal and external SLA's are met.
- Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs/OLA’s for both external and internal teams.
- Ensuring that CSI activities are coordinated throughout the service lifecycle of the project Delivery with the help of seven step process of continual service improvement (PDCA Cycle).
Service Management Lead
Ericsson India Global Services
Bangalore, Karnataka
01.2015 - 11.2017
- Managing Client’s IT Infrastructure under various components like Incident/Change Reporting and Service Level Management using ITIL concepts.
- Manage professional employees by setting team direction, resolving problems and providing guidance to members of your team
- Demonstrate integrity and ethical behavior by complying with applicable laws, regulations and policies and requiring the same from others
- Manage and ensure compliance with IT structures/processes/technologies
- Maintain knowledge of and leverage IT industry/marketplace technologies and trends
- Responsible for the Information Technology Infrastructure Library (ITIL) practices including process and procedure development, deployment, management, measurement and governance of Incident Management, Request Management, and CMDB. Knowledge and Service Level Management
- Oversees managing services & support to ensure SLAs and customer expectations are met or exceeded
- Maintain precise documentation and accurate usage of the CMDB. Automates processes for gathering, populating, and maintaining CMDB data
- Develops asset and configuration management standards, plans and procedures
- Establishes SLAs across multiple functions and business units and oversees Service Improvement. Planning and execution when required
- Establishes policy, procedures, and standards to ensure consistent, high quality delivery of service management
- Directly manages leadership staff and is accountable for personnel actions including hiring, performance and salary reviews, corrective action and terminations within their organization
- Ensures that all staff are properly trained, supervised and developed
- Prepare and Publish Daily and weekly reports, Weekly availability Reports as an additional responsibility.
Incident Manager
Nokia Networks
Chennai, Tamilnadu
09.2012 - 01.2015
- Worked as a single point of contact (SPOC) for client and operations teams.
- Monitoring all types of Server alerts and getting them cleared by proper escalations and Bridge calls.
- Log all Incident/Service Request/Change details, Availability of servers and allocating categorization and prioritization codes.
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.
- Ensuring the IM process was followed and that appropriate resources are assigned.
- Documenting and researching incidents using appropriate ITSM fields and historical Data.
Education
Bachelor of Engineering - Telecommunications
Sathyabama University
Chennai 08.2007 - 05.2011
High School - Matriculation
Alagappa Matric Hr Sec School
Karaikudi 04.2004 - 05.2007
Skills
Major Incident Management
undefinedAccomplishments
- ITIL V3 Foundation GR750270572KR.
- ITIL Intermediate In-Service Operations and SIX Sigma Green Belt
- Honored with “Top Performer “and Customer Award consecutively from 2015 to 2017 at Ericsson.
- Received “Exceeding Expectation” appraisal rating in all organizations.
Software
OApplications - Citrix Applications, ArcSight, Symphony, Splunk, Load Balancers, Software/License Manager, CM/ Network Editor, Nokia BTS Manager, Net Act, SSH Client, UFM, Overseer, Nemesis, Circuit manager, QlikView
OMonitoring Tools – Solar Winds, Zenoss, Netcool, Nagios
Timeline
Lead Incident Manager
Goldmansachs Through CBTS
09.2020 - Current
Senior Service Management Associate
Cognizant Technology Solutions
10.2019 - 09.2020
Service Management Consultant
Capgemini Technology Services
11.2017 - 11.2019
Service Management Lead
Ericsson India Global Services
01.2015 - 11.2017
Incident Manager
Nokia Networks
09.2012 - 01.2015
Bachelor of Engineering - Telecommunications
Sathyabama University
08.2007 - 05.2011
High School - Matriculation
Alagappa Matric Hr Sec School
04.2004 - 05.2007