Business/IT Service Continuity

About 10 years of experience in Service Management (ITIL 2011), Project Management, Team/People Management, Process Mgmt/Improvement, Service Delivery, Reporting tool, Competency and Capability Development, SME support for end to end process lifecycle. Profound consulting skills in Requirement and Gap Analysis, Setting up Guidelines and Processes, building governance framework, setting up CSI framework which is in line with the Industry standard Best Practices like ITIL – ITSM, IT Governance and Project Documentation. Methodical in defining lifecycle specific process frameworks including Due Diligence and Transition. Ensure alignment with industry standards – ITIL, COPC, SOX, CMMI, COBIT and Risk Assessment for Services. Service Support & Service Delivery - Incident Management, Problem Management, Change Management, Configuration Management, Release Management, Service Desk SLM & Process Improvement- Project Management Scope Planning, SOW, Proposal Preparation, Project Management Plan, WBS, Communication planning, etc. Service Management (Process Consulting) - ITIL Process Consulting, ITIL Process Maturity Assessment, Service Management Governance Modeling & Framework setup

As Executive Director led various Projects on IT Infrastructure, academic enrichment, Process Orientation, Performance Management System, Industry Connect and Social Branding of IIBM & Dr. Zakir Husain Group of Institutions in Bihar, Jharkhand & Orissa. Handled deployment, administration, support of Enterprise Management tools like Infovista, EMC Smarts, Cisco ACS & Voyence for Citigroup, Singapore and Accenture Services, Bangalore. This involves interacting with client team to understand their Infrastructure requirements and suggesting solutions and later handling Escalation calls from Support engineers and coordinating with vendors to fix the problems and handle customization requests. Earlier to it, had a good experience in supporting Cisco based network in a NOC where in started following ITIL and BS7799/15000 standards in C&W, Bangalore. I am also a Member of IEEE and IEEE Computer Society, USA since 2009. Recently became Member of Project Management Institute (PMI).

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