Yuthistran N

Change Manager

• Responsible for maintaining and improving IT Change Management and Release Management in Development, Test and Production environments;
• IT introduction and training for Incident and Problem Management;
• Project Management for IT projects; ITIL compliance across the design/implementation lifecycle.

Key Accomplishments:

• Provided IT training for Incident and ChangeManagement/Release Management
• Developed Change Management documentation or development and testing environments
• Implemented a new testing environment as Project lead allowing for accelerated production turnaround
• Gatekeeper for all changes in the Development, Test and Production environments
• CAB representative for IT Infrastructure and Application changes.
• Introduced a Change Management process for migrating development code to a production environment, which improved the ability to meet an availability standard of 99.5% and improved communication between the application development and the infrastructure teams
• Facilitated Change Management platform review meetings for business groups ensuring all client facing changes are implemented or rejected based on the best interest of Hewitt Associate customers
• Developed a Production Certification process designed to ensure all approved projects are properly approved and production ready as part of Change Management
• Negotiated hardware and software changes between business teams and ITS as part of the
• Change Management process, resulting in increased application availability
• Negotiated, developed and maintained approximately forty (40) Service Level Agreements between business and ITS partners
• Facilitated, negotiated and resolved issues concerning SLA's that were not meeting the minimum availability requirement as per writter agreement
• Negotiated resolutions regarding disputed SLA's and project resources, timelines and priorities
• Coordinated planning and testing for hardware and software disaster recovery exercises
• Coordinated Problem Management reporting between ITS infrastructure and business teams to ensure weekly status and/or solution to long term or frequently occurring systems problems per Hewitt Associate's policy

Process Consultant

Short term assignment with responsibilities including leadership, direction, enhancement and improvement in the utilization of ITIL's Problem Management process.

Key Accomplishments:

• Reduced the number of open Problem tickets by over 50% within a two month period
• Developed the Problem Management process documentation
• Developed and implemented process improvements for accuracy with open vs. closed tickets; metrics capabilities; determining root cause analysis
• Provided experience and leadership to a recently assembled Problem Management Team

Project/Process Consultant

Liaison between business partners and Information Technology Services (ITS) with responsibility for developing and maintaining client relationships consulting on technical infrastructure issues, developing new policies and improving existing policies with regard to ITIL, production infrastructure and software changes.

Key Accomplishments

• Ensure new Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, WLAs and BSS monitoring commensurate with business requirements and priorities through SERVICE TRANSITION ACCEPTANCE CRITERIA (STAC)
• Responsible for chairing CAB meeting based on locations and clients
• Acted as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new services introduced via the business project lifecycle
• Provided fully documented services, which are updated and maintained throughout the life of the service and are aligned to ITILv3 best practice
• Ensured effective decommissioning of services that are deemed `end of life` - to confirm the remove of all operational facilities, and redundant equipment, whilst ensuring any operational dependencies are effectively managed
• Ensured that appropriate lifecycle resourcing, training, tooling, support and documentation is delivered with a formal project sign-off from all key stakeholders
• Represented the Operations team at all project meetings to define and implement service acceptance criteria for both new and changing services
• Worked with Project Managers, Business Owners, Service Owners, Managed Service Partners, Operations teams, and 3rd parties to ensure that projects are delivered in compliance with the SRP
• Ensured that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews
• Interfaced with the Project Support Office to ensure adequate Service Transition and Back Office Operations Team coverage across all relevant work requests
• Defined and delivered the end-to-end support model with all key stakeholders across multiple delivery organizations
• Ensured all operational support material is completed to a high standard by all relevant Design and Service Transition functions
• Ensured training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria
• Ensured an effective set of performance metrics and service levels are delivered for new services
• Participated in end-to-end stakeholder groups to improve the efficiency of future deliveries and processes
• Identified and managed Operations risks to ensure a successful transition to service
• Provided Governance of the SRP and Sign Off for all key project stages and artefacts.
• Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
• Led teams of analysts to evaluate, plan and execute projects.

• Experience in mobilization projects and teams during service transition and solution realization activities
• Leverage standard industrialized delivery models and tools for Service management process and meet operational commitments
• Tasks based on sound understanding of Industry Based AO Model, Program Management
• Capabilities and Client Management
• Ability to articulate and communicate across levels
• Experience in AO Transitions and process consulting type of work
• Developed new process flow diagrams for the end-to-end Service management process including Incident, problem, change management process for projects
• Coordinated in development of unique standards for relevant process documentation, Service Management Process Assessment, set up Governance Model, Service operating Model for projects
• Responsible for Service management Process sessions for Delivery team and Process Demo to business users, Service Management Reporting including Reporting template (Weekly, Monthly, Quarterly), Handover presentation deck.
• Developed fiscal year project plan and established relationship with client to determine priorities and cost for projects
• Hired, trained, mentored and allocated resources