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Summary

i have worked with leading companies like ernst & young, allianz and hcl technologies and have more than 9.5 years of experience in the service management / service Operations portfolio, which includes experience in incident management, Change Management, configuration management and problem management. i have prior experience in leading / mentoring / Training a 20 Member it support team by providing an effective service level with minimal escalations and continuously engaged in process improvements / process implementations. 

 

Experiences

Past Experience

  • Supervising Associate - Configuration Management Kerala, India

    October 2015 --- February 2016
    • liaising with other leads from various global locations across the world for the process improvements and to develop one team Strategy
    • ensure that the configuration management process is fit for purpose
    • responsible for the process design
    • define the critical success factors (csfs) and key performance indicators (kpis) for the process
    • arbitrate in any dispute over the allocation of resources and/or responsibilities
    • provide the description, mission statement, roadmap, Strategy, process objectives and metrics to measure success and obtain formal approval for the configuration management process and its associated procedures.
    • monitor and review the execution of the configuration management process at a high-level, ensure it remains consistent with the organization’s current culture and IT Service Management Strategy and ensure coordination with all other it processes
    • manage, monitor, review and update all procedural Documentation and work instructions
    • manage any new requirements or changes to the process
    • define and improve the audit process and monitor and review the execution of periodic audits
    • promote the service management vision to top-level/ senior management
    • ensure that all relevant staff have the required technical and business understanding, knowledge and Training in the process, and are aware of their role in the process
    • coordinates design work for ci Discovery and other data import methods
    • plans and manages population of the configuration management system, including service now Discovery and other data import methods
    • produces reports and management information, including impact Analysis reports and configuration status reports

  • IT Configuration Manager Trivandrum, Kerala, India

    November 2010 --- October 2015
    • responsible for the daily approval and co-ordination of the it change activities
    • responsible for regularly updating the cmdb from change records and other sources as necessary. ensure that Change Management process is been followed
    • responsible for user access amendments in configuration management database / ucmdb ( used by amos central – germany ) / service manager 7 ( used for creating change records with amos central – germany )
    • approver for service catalogue amendments and related nimbus access
    • chairing daily review meetings and change advisory meetings
    • ensure that the it configuration management process and supporting tools, such as service center 6 is regularly updated
    • liaise with the change manager to ensure the cmdb is updated as a result of change, and to ensure that it changes contain enough information to allow this update
    • responsible for creating and maintaining operational processes and procedures supporting computer services         configuration management using nimbus document system
    • provide information to support project Analysis, management reporting and Planning, disaster recovery, change   management impact Analysis, incident and problem resolution as requested
    • monthly reports to be delivered as per the requests from senior management
    • liaise with the sima / ucmdb expertise in amos central to migrate all the entries to ucmdb
    • responsible for configuration management process and chair meetings with the amos colleagues for any kind of amendments within ucmdb

  • Senior Technical Analyst - Service Desk Kerala, India

    March 2008 --- October 2012
    • incident manager to handle high priority incidents and providing relevant reports to the senior management on the priority incidents
    • mentoring and Training the new joiners in the team
    • updating the team mates on the latest technical updates and handling their queries
    • 1st line it support for over 5000 internal customers both in uk and india
    • use remote tools for support and installations
    • ability to troubleshoot remotely
    • support of home workers with experience of home routers/modems / broadband connections
    • user account administration on unix / mainframe Applications
    • ms exchange server administration
    • active directory administration
    • server administration
    • content checking and Virus Software
    • Internet and intranet server support experience
    • blackberry Troubleshooting
    • constant interaction with 2nd line and 3rd line teams to resolve technical issues

  • Technical Support Officer Chennai, Tamil Nadu, India

    February 2007 --- February 2008

     

    • supporting at&t broadband users in us over telephone and emails.
    • Troubleshooting modems and routers such as 2wire, belkin, cisco etc.                                          
    • line fault checks using the at&t line checker tool
    • helping the users to fix their issues and creating good customer experience.

Personality

Self Assessment :
FlexibilityAssertivenessAnalytical thinkingCollaborationCommunicativeCompetitivenessCreative thinkingDependabilityEfficiencyIndividualityInnovative thinkingInterest in knowledgeOptimismOrganizationPerspectiveProactivityProblem solvingResponsibilitySelf-confidenceSelf-disciplineResult OrientedStrategic thinkingTrustSociabilityService orientedKindnessAuthenticity

Knowledge

Self Assessment :
Business DevelopmentBudgetingBusiness ProcessBusiness Process ImprovementBusiness ProcessesChange ManagementContinuous ImprovementCustomer ServiceData AnalysisEnglishIt skillsLeadershipmanagementMicrosoft ExcelMicrosoft OfficeMicrosoft PowerpointMicrosoft WordNegotiationOperations ManagementOutlookpeople managementPresentation SkillsPresentationsProblem SolvingProblem-solving methods and troubleshootingProcess improvementTeam BuildingTeam LeadershipPowerPoint

Skills and Expertise

Self Assessment :
Analytical skillsData analysisNetworkPeople managementSolve problems

Education

  • Msc Software Engineering in Computer Science from Noorul Islam College of Engineering in 2006

Training and Certification

  • ITIL V3 (Information Technology Infrastructure Library Version 3) in 2009 Certification
  • IBM Mainframe S/390 Certified on 2006 in 2008 Certification

Languages

BrightOwl Assessment:
Self Assessment:
English
Native
German
Elementary Proficiency
Hindi
Native

Work Preferences

  • Notice Period:
    2 weeks
  • Positions I am interested in:
    IT
  • Locations I am interested in:
    Germany
  • Work From Home:
    No
  • Work Regime:
    Permanent position :    100% FTE
  • International:
    Yes

Area / Region

Germany

Others

Driving License
  • Yes

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