Vinu Joseph
IT Service Management Manager
Pune,MH
Summary
ITIL V4 Certified business operations professional with a proven track record in enhancing productivity and efficiency. Specializes in process optimization, service management, and data analysis to create streamlined workflows and improve operational performance. Demonstrated expertise in communication, problem-solving, and leadership, contributing to team success and the achievement of organizational objectives.
Overview
18
18
years of professional experience
1
1
Certification
4
4
years of post-secondary education
Work History
ITSM Specialist
Hexaware Technologies
12.2021 - Current
- Responsible for orchestrating activities and providing structure and direction to others regarding standard techniques and tools to gather the appropriate set of functional and non-functional requirements in an organized and repeatable way
- Develop strategies and provide process leadership and influence direction to SME teams and other IT professionals supporting the delivery of process standardization and improvement for IT
- Apply consistent methods for selection and evaluation of process initiatives
- Lead process improvement/standardization efforts in an IT field as identified by IT and business leadership
- Identify defects and eliminate waste, standardize and improve processes
- Effectively manage process design and improvement projects
- Enhance individual and team performance by creating a climate of consistent and continuous learning (promote new ideas, conduct knowledge sharing)
IT Cross Functional Services Manager
Wipro Limited
11.2018 - 12.2021
- Responsible for Operational Governance, end-to-end implementation, Management of Process
- On Ground experience in ITIL Service Management and managing Team of Incident, Change, Service Request, Knowledge and Problem Manager
- Working closely with stakeholders, solution teams, management, external partners as well as Technical Solution Architects and Network Engineers to ensure that delivery is running with minimum business disruption
- Consulting with stakeholders, building credibility and confidence in Wipro as a Service provider
- Expertise in stakeholder management and cross-functioning between technical teams
- Day to Day planning of key deliverables and accordingly organizing the team to achieve goal
- Ensuring that portfolio Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, resources, support models, DR, business continuity
Lead Process Consultant
FIGmd PVT LTD (Google Venture)
04.2017 - 10.2018
- Accountable to drive Incident, Change & Problem Management Process
- Lead recovery of Major Incidents through multiple streams and drive both technical and management conference bridges
- Review end-to-end Change Management Process, Manage CAB/TAB/E-CAB and PIR
- Conducting Problem Management Process review with stakeholders to identify pain points and prepare clear analysis for CAPA to drive incremental improvements
- Drive improvements in operational efficiency, reduce outages, and reduce MTTR using available resources
ITSM Consultant
ALLSCRIPTS INDIA PVT LTD
02.2011 - 04.2017
- Governing incident and Change management team and managing daily operations
- Create Incident models, or templates, that allow incidents to be resolved efficiently
- Responsible for the delivery execution and adherence to the process
- Managing and measuring, through KPI's, IT service lines and supplier performance in adherence to Incident, Change & Problem Control policies
Incident Manager
Hutchinson Three Global Services PVT LTD
08.2008 - 02.2011
- Responsible for the delivery execution and adherence to the process for Incident and Problem Resolution with a focus on Major Incidents, conducting control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact
- Coordination with identified stakeholders involved in 1st to 3rd level support for communication
Project Executive
E-Cube Services PVT LTD
01.2007 - 07.2008
- Working as Project manager for the assigned projects
- Coordinate with technical agencies and all other stakeholders
- Vendor management
- Providing the appropriate Ecommerce solution to client based on their requirement
- Project Status Reporting
- People Management
Education
Bachelor's of Management Studies -
Pune University
Pune 03.2002 - 03.2006
Higher Secondary Education -
Kendriya Vidyalaya, Southern Command
Pune01.2002
Senior Secondary Education -
Kendriya Vidyalaya, Southern Command
Pune01.2000
Skills
- IT Service Management
- Functional Consultant
- Process improvement
- Service delivery
- Team leadership
- Incident Management
- Problem Management
- Change Management
- Service Level Management
- Continual Service Improvement
- Analytical skills and reporting
- Root-cause analysis
- Stakeholder management
Hobbies and Interests
- Travelling
- Art & Craft
Certification
- ITIL V4 Foundation
- ITIL V3 Intermediate
- ITIL V3 Foundation
Languages
English
First Language
Hindi
Proficient (C2)
C2
References
References available upon request.
Timeline
ITSM Specialist
Hexaware Technologies
12.2021 - Current
IT Cross Functional Services Manager
Wipro Limited
11.2018 - 12.2021
Lead Process Consultant
FIGmd PVT LTD (Google Venture)
04.2017 - 10.2018
ITSM Consultant
ALLSCRIPTS INDIA PVT LTD
02.2011 - 04.2017
Incident Manager
Hutchinson Three Global Services PVT LTD
08.2008 - 02.2011
Project Executive
E-Cube Services PVT LTD
01.2007 - 07.2008
Bachelor's of Management Studies -
Pune University
03.2002 - 03.2006
Higher Secondary Education -
Kendriya Vidyalaya, Southern Command
Senior Secondary Education -
Kendriya Vidyalaya, Southern Command
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