Overview
Work History
Education
Timeline
Generic
Poornendu Bhaskar D

Poornendu Bhaskar D

Bangalore

Overview

21
21
years of professional experience

Work History

Service Manager

01.2021 - Current
  • As a Service Level Manager responsible for availability, latency, performance, efficiency, change management, monitoring, MIM response, deployment, DR activity, and capacity planning.
  • Interact closely with the Developers team on identifying the root cause of the network device installation, data center level configuration and managing issues.
  • Analyze, discuss, and implement new processes and ensure the quality of deliverables.
  • Ensures that the Service Level Management process and working practices are effective and efficient.
  • Ensures that all stakeholders are sufficiently involved in the Service Level Management process.
  • Create process documentation for Service Level Management (SLM) that provides a clear and detailed guide on responsibilities, daily operations, and best practices.
  • Discuss and establish quality parameters in accordance with Service Level Agreements.
  • Ensures that the customer’s current and future Service requirements are identified, understood, and documented in SLAs.
  • Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external) and documenting these levels of Service in SLAs.
  • Negotiates and agrees to OLAs and agreements that underpin the SLAs.
  • Ensures that Service Performance Reviews are regularly performed, and any required actions are performed.
  • Ensures that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers.
  • Accountable for the definition, management, governance, and improvement of the Service Level Management Process.
  • Oversee incident processes based on priority levels and handle client escalations effectively.
  • Accountable for generating incidents according to issue classification and ensuring incident quality aligns with SLA standards.
  • Report incidents to efficiently handle escalations and ensure compliance with SLAs.
  • Coordinate and engage in bridge calls, conference calls, meetings, and training sessions.
  • Collaborate closely with Resolver Groups to address incidents that are either overdue or have been resolved incorrectly.
  • Track and monitor problem and change tickets, ensuring timely follow-up.
  • Organize technical discussions with project members from clients regarding new enhancements.
  • Develop and oversee Change Alerts, ensuring all changes are meticulously documented.
  • Handle various applications and manage change alerts according to client requirements.
  • Oversee Change Requests and collaborate with the team to ensure effective management.
  • Perform application maintenance, communicate changes, and implement enhancement activities for clients.
  • Help during acceptance testing and facilitate the release of products into the production environment.
  • Perform daily quality assessments for SNOW tickets.
  • Compile status reports for clients, including daily updates, weekly status reports (WSR), and monthly status reports (MSR).
  • Create the project team roster and share it with stakeholder.
  • Supervised team members and onboard new hires.

Technical lead - IMS

Mindtree Ltd
06.2007 - Current
  • Company Overview: www.mindtree.com
  • Www.mindtree.com

Service Management

Granicus
10.2019 - 12.2021
  • As a Service Management responsible for availability, latency, performance, efficiency, change management, monitoring, MIM response, deployment, DR activity, and capacity planning.
  • Interact closely with the Developers team on identifying the root cause of the network device installation, data center level configuration and managing issues.
  • Analyze, discuss and implement new processes and ensure the quality of deliverables.
  • Accountable for 100% Cloud Service availability, generate and maintain different service reports.
  • Handling High priority Incidents as per Major Incident management protocol by initiating Bridge Calls and engaging the technical team to give resolution as per SLA till Closure.
  • Setting up Incident management process, Incident analysis, Incident documentation, maintain Response and resolution SLA.
  • Ensure the deployment is done in a timely manner for all DTAP environments.
  • Responsible for tracking Monthly/weekly/daily recurring activities (Acceptance Refresh and Patch Management ETC).
  • Ensure that challenges faced during Acceptance, Production release, and changes are mitigated.
  • Coordinate with different application and infrastructure stakeholders to ensure incident troubleshooting is moving in the right direction.
  • Manage Incident Bridge calls and ensure actions are moving in the right direction, thus performing multitasking to ensure time-critical incident communications are sent to all the interested stakeholders.
  • Assess overall business impact and escalate incident priority as required, create outage bridge, and update work incident streams as it progresses.
  • Product wise Tabletop exercises with infrastructure Support Team on new issues and the trouble shooting methods.
  • Presenting Weekly & Monthly performance reports to client.
  • Align with different Service support teams on daily basis and guide on process queries and address functional gaps.
  • Participate in Change advisory board (CAB) meetings and ensure change process is followed and changes are implemented as per schedule.
  • Monitor effectiveness of change management process and make recommendations for improvement.
  • Report different KPI’s including unsuccessful changes and direct overall Change Management process.
  • Create Problem cases for Major Incidents and join problem retro calls, identify action points and root cause.
  • Develop weekly and Monthly Service Management KPI reports like MTTA and MTTR, Incident trend, Impact wise incident trend, Client operational review decks for client review.
  • Work with vendors like Azure, Rackspace to coordinate service interruptions.
  • Create and maintain Outage dashboard for critical incidents, update work streams as incident progress.
  • Handling change management for Prod and Non-Prod environment to be implemented inside the implementation windows. (Standard/Normal/Expedite/Emergency).
  • Representing in CCB call for approval.
  • Following up with Client for Post implementation review till closure.

Release coordination/Change Management

Raet
02.2016 - 09.2019
  • Company Overview: Raet is a leading e-HRM software provider in the Netherlands. With a portfolio of online services and software in the field of Human Capital Management (HCM) to support customers and their employees.
  • Ensure the deployment is done in a timely manner for all DTAP environments.
  • Responsible for tracking Monthly/weekly/daily recurring activities (Acceptance Refresh, Patch Management ETC).
  • Ensure that challenges faced during Acceptance, Production release, and changes are mitigated.
  • Initiate a meeting with the onshore coordinator to align on the planned release/changes and if any changes notify the same to the DM team for acceptance.
  • Track the progress of the release which will be owned by the Release/Change Manager from IT Ops.
  • Scheduling and Representing Dashboard meetings, Monthly reviews & audits internally with senior management to suggest the improvement plan.
  • Plan release windows and cycles across all maintenance projects.
  • Ensure Application availability and performance and SLA is met.
  • Preparing periodic and ad-hoc reports, dashboards and presenting to the client.
  • Creating knowledge base articles, Root cause analysis documents.
  • Manage risks and resolves issues that affect release scope, schedule, and quality.
  • Measure and monitor progress to ensure application releases are delivered on time and that they meet or exceed expectations.
  • Coordinate release content and effort based on the service request backlog, pending service requests, third-party applications, or operating system updates.
  • Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes.
  • Manage relationships and coordinate work between different teams at different locations.
  • Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews.
  • Produce Deployment, Run Books, and Implementation Plans.
  • Monthly Release Reporting.
  • Communicate release details and schedules to the Business as required.
  • Negotiate, plan, and manage all release activities.
  • Maintains the release schedule for all core services and ensures alignment across projects.
  • Continually work towards making improvements in the release process.
  • Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists.
  • Participate in CAB meetings to discuss release scope and/or roadblocks.
  • As a scrum master ensure that agile methodologies are followed for all the deliverables.
  • Preparing monthly audit report for quality and CMDB Report for management.
  • Facilitate scrum ceremonies between different stakeholders.
  • Execution of project activities post agreement, Seamless communication with other Track Leads and Managers.
  • Accountable for Consistent and clear communication with offshore and onshore.
  • Coordinate delivery efforts and assist with the change management and implementation process.
  • Monitor project progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables.
  • Create regular communications to stakeholders on progress efforts.
  • Raet is a leading e-HRM software provider in the Netherlands. With a portfolio of online services and software in the field of Human Capital Management (HCM) to support customers and their employees.

Functional Application support and Release coordination

P&G
09.2014 - 01.2016
  • P&G initiative to develop a PLATFORM which launch and run brand websites in a way that enables P&G to achieve the following key business objectives: Reduce time to market to launch a brand website. Reduced TCO(Total cost of Ownership) on web Dev and M & O; Adherence to GBS defined technology choices, standards and best practices on all brand websites Multi-channel / multi-device, multi-platform and multi-browser support from day one for all brands.
  • Provide Support for Brand.com application.
  • Single Point of Contact for Brand.com (Developed in Sitecore) related issues.
  • Responsible for preparing weekly/monthly reports and sharing it across with the clients and working on process improvements.
  • Worked proactively in identification of top recurring incidents/issues and create FAQ’s.
  • Closely work with end users for solving issues.

Functional Application support

Silicon Valley Bank, CA, USA
08.2012 - 07.2014
  • Middleware Applications like ICE for Processing of Batch Truncation entries to SVB Core banking system (CBS), File handler for file processing, AppRunner for Job Scheduling, MT940 for creating Messaging files for SVB own account.

Functional Application support

Volvo
06.2007 - 08.2012
  • Lean Dealer Services - is the Dealer Management System (DMS), designed mainly for Asian and European markets. With the growth in Asian countries, ATO (Asia Truck Organization) envisioned a strong growth potential & wanted to build a customer-driven, profitable and competitive soft offer business operation in Asia supported by World-class sales.
  • Development cycle involved re-architecture of existing system from VB.NET to .NET 3.5. The main architectural goal of this project was to address the performance/scalability issue eminent in the current system. The new system has been deployed and run on a single server installation on a centrally hosted multi-tier installation. To achieve these, SOA was adopted, thus making use of technologies such as WCF, WCSF, .Net 3.5, Entity Framework, LINQ etc.
  • Involved in 4 distinct support categories – Email, Chat, Service request & Phone.
  • Primary debugging of the application with the issue data given by the end-customer and provide the immediate resolution.
  • Provided resolutions on application localization and globalization.
  • Help Market in upgrading latest version of LDS.
  • Working with Customer Representative: hand –holding them in terms of guiding in usage of product.
  • Delivering 1st and 2nd level technical support.
  • Configuring, setting LDS application at market upon upgrade.
  • Preparing documents which helps user using LDS.
  • Closely work with developers resolving code-based issues.
  • Configuring database for testing at client location.

Application Support Engineer

Newgen Software Technologies
02.2007 - 05.2007
  • Company Overview: www.newgensoft.com
  • Www.newgensoft.com

Software Support Engineer

ACS InfoTech Pvt Ltd
10.2004 - 02.2007
  • Company Overview: www.acsinfotech.com
  • Www.acsinfotech.com

Education

Master of Computer Applications - Computer Engineering

IGNOU
06-2003

Timeline

Service Manager

01.2021 - Current

Service Management

Granicus
10.2019 - 12.2021

Release coordination/Change Management

Raet
02.2016 - 09.2019

Functional Application support and Release coordination

P&G
09.2014 - 01.2016

Functional Application support

Silicon Valley Bank, CA, USA
08.2012 - 07.2014

Technical lead - IMS

Mindtree Ltd
06.2007 - Current

Functional Application support

Volvo
06.2007 - 08.2012

Application Support Engineer

Newgen Software Technologies
02.2007 - 05.2007

Software Support Engineer

ACS InfoTech Pvt Ltd
10.2004 - 02.2007

Master of Computer Applications - Computer Engineering

IGNOU

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Poornendu Bhaskar D