Profile
IIM Calcutta Alumni, MCA, PRINCE 2,ITIL, ISO 27001, ISO 20000 Project Manager with experience in Project and Program Management, Business/IT Transformation, Service Delivery & Service Management, IT Operations, Application Support Management, SDLC, IT Infrastructure Management, Information Security, IT Security, Risk, Governance, Compliance, IT Audits, IT Management Consulting, Agile, Continuous Delivery, Continuous Integration, Business Analysis, ISMS, ITSM, Web and Portal Development and System Integration.
Professional Abridgement:
• A dynamic individual with experience in Project Management, Program Management, Delivery Management, Service Delivery Management, IT Service Management (ITSM), Business/IT Transformation, Optimization, Resource Management, Capacity Management, Business Analysis, Digital Project Management, Web Development Technical Project Management, Web Analytics, Data Analysis, IT Operations Management, PRINCE2, ITIL Consulting, Risk, Governance, Compliance, ITSM (ISO 20000) and ISMS (ISO 27001), Agile, IT Security Implementation and Management, Information Security, Quality Assurance, ERP and CMMi services.
• An effective communicator with exceptional relationship management skills with ability to relate to people at any level of business; building and managing teams that effectively supports client programs, products and services. People and team management. Expertise at delivering presentations, documentations, trainings and manuals.
• IT Project and Program Management in SDLC/Agile environment, Business Transition and Transformation in IT, RFP, Capex, Bid Management, Contract Management, Vendor Management, Web Development, development of metrics.
• Diversified experience in Delivery Management.
• Planning, implementation and support for Service Management Tools
• Experience in verticals like Banking, Finance (BFSI), Retail, Oil and Gas, Aviation – PSS, Ticketing, Inventory, Reservation, DC Systems-Aviation, Credit, Risk, Collections, Telecommunications-GSM, VAS, other Telecoms Manufacturing, Government, Supply Chain, Healthcare, Medical, Hospitals, Clinical Information Management, Travel, Hospitality and other major verticals.
• Experience in Service Level Agreement and SLA Management.
Certifications
PRINCE 2 Practitioner
ITIL V3
RABQSA-IT:ISO/IEC 20000-1:2011
RABQSA-IS:ISO/IEC 27001:2005
ISO19011:2002RABQSA-AU
ISO19011:2002RABQSA-TL
IBM Certified Associate System Administrator – Lotus Notes and Domino 8
TWB Fundamental Certification in Technical Writing
Professional Experience
XEROX BUSINESS SERVICES
March 2015 to Present
MANAGER – Global Project, Program, Transition, Transformation and Service Delivery Management
Reporting To: Global Director of Transitions, Transformations and Portfolios Management
Locations: US, LATAM, EMEA, APAC, Middle East
• Managing end to end projects and programs related to IT Transition and Transformation, Consulting, Service Delivery and Service Management, Web Designing and Delivery and Consulting
• Leading IT infrastructure, IT applications, Web Applications, IT transformation and consulting for various clients in Europe, Middle East and Africa and globally.
• Leading and managing projects, programs and deliveries from Cost Models through RFP, CAPEX, Procurement, Vendor Management, due diligence and covering applications, infrastructure, middleware, servers, storage, networks, data center, virtualizations, migrations, relocations, budget management, cost management, resource management,disaster recovery, DR, BCP- business continuity along with implementation of service delivery and management, IT security and processes. Cloud Infrastructure, application, Cloud transition and transformation and Information Security management.
• Responsible for engagements from the initial due diligence, planning to the final delivery for complex portfolios. Manage client business and technology stakeholders at executive leadership. Delivering infrastructure, systems, applications, data center relocation and transformation projects and web development and cloud based application projects on SAAS, PAAS and IAAS models for country-wide, regional and global enterprise transformations. Leading multi geographic technical teams in a cross cultural environment.
IT Service Delivery and Services Management
• Service Delivery and Management as per SLA/OLA and KPI in Infrastructure Management and IT Management. Define and manage infrastructure and IT service performance KPIs and metrics. Customer requirement consolidation and business analysis to ensure seamless delivery. Manage daily communications for service operations delivered to the customers. Adhering to service quality. Affirm and deliver deliverables and milestones related to account specific progress.
• Manage weekly and monthly performance review with clients. Ascertain hosting, infrastructure, security and standards compliance and governance is adhered. Manage process implementation as well as transition delivery for new and existing services. Process compliance and closing gaps through ITIL compliance and managing current and to-be state process transitions. Act as SPOC to Senior Executive leadership. Manage geographically diversified technical teams. Ensure positive Client satisfaction and manage client relationships. Customer escalation point for service failures. Define scope and scheduling of testing and manage the same for SSFT, DR and security.
• Periodically review SOP and run book and review IT and process metrics to close gaps, if any. Manage Business Continuity and meeting release management standards. Implement and manage defect prevention. Maintain compliance with scheduled change and maintenance schedules.
• Responsible for managing Process Improvements and Service Improvements. Ensuring adequate test environments & accountability for Development & Third-Party service failures, Inbound and Outbound SLAs and Third-party maintenance support. Risk management and governance management, adherence and compliance. Monitor service-delivery performance with established governance. Participate in the Change Control Board meetings as well oversee new solution and Change requests evaluation and delivery according to quality standards
• Manage and contribute to delivery response for RFPs for service delivery and management. Manage Services for shared services accounts. Manage relationships with Vendors, external associates, delivery consulting and others
IBM
August 2011 to March 2015
SENIOR PROJECT MANAGER, ENGAGEMENT MANAGER–IT Systems & IT Infrastructure and Transition , Business Transformation and Consulting- Reporting to: Head of Global Delivery and Services
Reporting to: Global Head of Portfolios and Delivery Management
Locations: US,UK, EMEA, Middle East, Muscat, APAC, Singapore, Dubai, India
• Managing projects and programs from RFP, Vendor Management and covering applications, web sites and web applications, middleware, server / storage platforms, network, data center relocations along with implementation of processes and tools for incident, problem and change, SLA, DR, security, Services, delivery, servers, Global resourcing and HR.
Responsible for delivery of Cloud Infrastructure, application, Cloud transition and transformation, Information Security, Cloud based websites and portals on SAAS and PAAS models.
• Responsible for the Transition and Transformation Projects and Programs from the initial planning to the final delivery for complex client commitments.
• Manage client business and technology stakeholders at a senior leadership level.
• Responsible for infrastructure, systems, applications and data center relocation and transformation projects in support of large-scale enterprise changes.
• Leading large matrix teams of system design engineers, system build engineers, DC relocation engineers and infrastructure technologists to successfully deliver significant infrastructure and application change in a large-scale enterprise environment.
• Managed engagement for multiple client deliveries end to end, client engagements and transition to delivery centers globally
• Managed multiple client consulting projects end to end providing consultation, strategy and delivery.
• Lead and managed IT security implementation, risk, governance and compliance GRC for multiple projects.
IT Service Delivery and Service Management
• Accountable for Service Delivery and Management as per SLA/OLA of various projects in Infrastructure Management and Application Management. Defining, agreeing and tracking infrastructure and application service and performance metrics. Understand customer requirements and perform business analysis to ensure guidance, support and closure. Ensure and manage communications on day to day service operations are delivered to customer. Agreeing about deliverables/milestones, report account specific project progress
• Conduct monthly account performance review with customer. Ensure application hosting, infrastructure, security, and user standards compliance is maintained. Manage delivering to contract performance standards and client measurements(SLA/KPI).Ensure proper process implementation and transition handover for any new services.Gap analysis vis-à-vis ITIL Account Process and action Plan to close any gaps. Single point of contact for the PE/DPE for the Account. Provide leadership and direction to Delivery teams. Ensure positive Client satisfaction and manage client relationships. Customer escalation point for service failure, Incident management and Problem management. Define scope and scheduling of service-site failover tests and data-restore tests. Management of staff/resources globally. Escalate issues on time and strive for resolution of issues, identify root cause and eliminate problems. Periodically review process documents, run books, SOP (Standard Operating Procedure) and keep them current. Reporting of operational metrics, business performance reviews and process maturity assessments
• Facilitate Business Continuity for the account during regional/ location outages. Meeting Configuration and Release management standards for configurations and deployment. Implement defect prevention process to bring down number of Sev1, Sev2 Incidents and the problem tickets causing changes. Maintaining compliance with maintenance windows and ensuring anti-virus capabilities. Continuously identify, propose and implement Process Improvements, Service Improvement Programs (SIPs); Drive activities such as RCA, PIR and error reduction.
• Ensure service quality & performance. Ensuring adequate test environments & accountability for Development & Third-Party service failures, Inbound and Outbound SLAs and Third-party maintenance support.
• Risk acceptance- accountable and owner of risks on behalf of accounts.Service policy and governance owner for network performance, standard recovery, technical best practices, alerting and service performance scoring related to Severity Matrices, Network filtering, Resiliency Tiring, Maintenance Windows, DR, Data Restore and Off Site Assets. Ensuring obsolete infrastructure and applications are retired to agreed timelines. Monitor service-delivery performance with established governance. Participate in the Change Control Board and change control process as required. Ensure new solution and Change requests are evaluated, prioritized, and staffed with speed and quality. Participate in response to RFP/RFS’s on behalf of the delivery organization. Manage Service interface to other account service team in regards to shared services. Responsible for hiring, on-boarding and training Service Delivery and Service Management personnel. Manage relationships with Vendors, internal teams like Hiring/ IS-IT, facilities.
IBM
PROJECT MANAGER – IT Applications, IT Infrastructure & Business/IT Transformation- IBM
Reporting to: Head of Global Technology Services, Process and Tools
Locations: US,UK, EMEA, Middle East, Muscat, APAC, Singapore, Dubai, India
Project Management
• Requirements gathering co-ordination; Work with customers on dependencies resolution, with vendors at senior level for resolution of issues. Development of full scale Project Plan, definition of project scope, goals and deliverables. Identify risks and mitigation plans, facilitates and performs Project documentation. Lead the implementation of projects.
• Defines project tasks and resource requirements, assembles, coordinates project staff and manages project resource allocation. Deals with changes in the project scope. Implements and manages project changes to achieve project outputs.
• Leading a team of onsite and offshore resources. Plans and schedules project timelines. Track project deliverables using appropriate tools. Provide direction and support to project team
• Tracks and monitors quality assurance and responsible for testing. Constantly monitor and report on project progress, problems and solutions to all stakeholders.Facilitates effective knowledge transfer.
• Experience with technology related to IT application and IT infrastructure in the areas of configuration, storage, release, deployment, hosting and monitoring.
Business/IT Transformation
• Managing Business/IT transformation projects and initiatives for the BT/IT CIO and Sales Enablement Organization. Play a leadership role as a core member of assigned Transformation initiatives/projects. Perform Business analysis, provide leadership & expertise for process transformation and optimization projects. Perform project/program management for the development, administration and support for assigned application portfolios, websites and portals. Manage the process and development projects through full life cycle. Set up and Lead execution of change projects.
• Evaluate application health with respect to hosting/security standards issues. Subject Matter Expert and Authority for assigned processes and tools/systems and drive continuous improvement in both processes and tools. Assure effectiveness of assigned process (i.e., Contract Mgt, Resource Management, Opportunity Management, Compliance, etc
• Define Tool/System functional business requirements, interface, administration and business controls. Interview key Subject Matter experts to assimilate and document process flowcharts required to secure application and infrastructure certification. Participate and coordinate audit readiness for Applications and Infrastructures. Interface with Development, Admin/System Support Teams, IT Cost Manager as well as with the Business Line’s focal points, process owners, executives, key users and other subject matter experts to ensure functions are reported within deadlines, targets and other specifics in a streamlined manner.
• Managing the projects for IT/Business Transformation for applications and infrastructure.Team and resource Management for Transformation projects.
• Ensure execution of disciplines and ensure GDF transformations and delivery.
THOMSON REUTERS
April 2010 – August, 2011
PROBLEM MANAGER – ITIL CONSULTING-BUSINESS CONSULTING – Reporting to: Head of Services Delivery and Management
Locations: US, UK, Singapore, APAC, EMEA, Dubai, India
• Provide Subject Matter Expertise support to Problem Analysts including training. Manage Sev 1 & 2 case volumes in line with established best practices.
• Pro-actively trend Problem cases, provide in-depth Root Cause analysis (RCA) and Correction actions and Known Errors through reports (PIRs).Demonstrate process maturity across active cases and raise risk clear understanding of the business requirements within their area of responsibility (SARR).Identify areas and implement Process compliance (ITIL Maturity / ISO). Follow service management compliance and manage case load using defined priority and escalation procedures. Ensure quality of services of all processes according to established global standards. Track and publish problem data to ensure problems are resolved quickly and effectively. Instigate forums with appropriate groups to conduct and drive Root Cause Analysis of service affecting problems; ensuring actions are delivered within agreed timescales. Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the Trend Analysis process.
• Liaise with Service groups in order to produce and publish service Incident Customer Statements. Contribute to weekly Service review meetings; Chair daily Service review meetings. Advise decision makers in Development and TechOps on appropriate course of action to manage service risk appropriately. Provide service improvement recommendations and plans working with ISMs, Problem Management Team, TechOps and development. Contribute to Service Improvement Program across Technology Operations and the business, and ensure that optimum customer service is obtained.
• Providing regular/ad hoc analytic reports on Service performance/trends for reviews by key business stakeholders and management. Ensure that service decisions / solutions account for and influence broader strategic direction. Build and maintain effective relationships within the business / development and broader Technology Operations organization.
• Asses and analyze the current IT environment and generate knowledge about the current support processes to do Mapping and Gap analysis. Design the “desired process” for each ITSM tool module defining the workflow, policy, data input, output, KPI, measurements, roles and responsibilities. This desired process is signed off by process owner. Translating the process document will into functional specification defining workflow function in ITSM tool. Preparing documentation for ITSM tool showing all the settings and configuration. Regular interaction with process owners ITSM implementing team/Technical consultant for CSI initiatives.Stakeholder for CAB (Change Advisory Board) meetings.
THOMSON REUTERS
OPERATIONS CONTROLLER – DATA CENTRES AND NETWORKS Reporting to: Global NOC Manager
Locations: US, UK, Singapore, APAC, EMEA, Dubai, India
• Perform IT Service Management, Incident Management, Problem Management, Change Management for managed systems. Perform routine daily operations, monitoring and fault detection systems and networks within the Data Centre. Issuance of Internal Customer Notification of serious service affecting problems. Communicate design/standards/strategies to stakeholders and the execution team. Service Support Escalation (Lateral & Vertical) for serious Service affecting incidents. Liaison with counterparts within the company, on service related issues and process. Compliance to Operational Service performance measurement. Perform pre & post checks for market open, change execution & incident recovery.
• Ensure that services supported by the Data Center comply with Company targets and standards for DC Operations. Ensure first level support is following agreed best practice during their shifts, that all routine and non-routine events are completed in a timely manner. Liaise with the Shift Operations Manager and take responsibility for the resolution of STC operational system problems, ensuring correct reporting of problems and effective use of the Operations Controllers. Ensure that all outstanding incidents are formally handed over to the incoming Senior Operations engineer at the end of a shift.
• Identify and report deficiencies in systems, service and procedures and ensure that they are updated. Produce daily reports, routine daily logs and exception reports. Study and review for the opportunities to automate routine activities. Ensure failure escalation procedures are adhered
• Assist in the provision of training of new and existing Operations Controller as required and ensure training programs are formulated efficiently. Provide performance reports on Team members as requested by the Shift Operations Manager.
• Perform knowledge transfer and transition experience by documenting entire procedure and ensuring it for the process. SME for Process and Infrastructure.
MPRS
May, 2008 – April, 2010
ADMINISTRATOR – BUSINESS ANALYST – Reporting to: Manager – IT
Locations : APAC, EMEA, India
• Analysis of data
• Developing IT applications through software development life cycle (SDLC)
• Conducting trainings. Creating production and analysis report; analyzing client business requirements. Communication with customers on new feature release; Tracking and improving product performance and uptime. Process development – work in co-ordination with development teams and other aligned teams for application development, build and release.
• Writing User Manuals, MIS reporting, Automation using Excel and Access. Producing performance reports, performance management and improvement.
• IT Service Management, sending communications, service management maintaining SLAs and preparation of reports on periodic monthly basis. Configuration, Release, Change and CMDB exposure; Resolution of all problems and implementation of changes. Manage all problems in accordance with the Problem & Change Management processes. Minimize the impact of problems on the availability of services. Ensure the quality, accuracy & timely resolution of Problems. Manage the root cause analysis process for problems that affect availability. Responsible for the creation, coordination, consolidation and monitoring of change schedules. Responsibility for ensuring that all Changes are appropriately documented, approved & accurate and implementation of changes on time; Produce Problem & Change management statistics. Drive Backlog Reduction, Effective queue management and ensure high-standard of service quality as per the stated KPI/Target
HSBC
June, 2007 – May, 2008
IT ANALYST – Reporting to: Manager-Technical Services and Support
Locations : UK, EMEA, India
• Windows Firewall Configuration, Ticket Handling, Incident, Service and Request Management, Release and Build Management, Release Management. Remote Application Support; Lotus Notes and Outlook Configuration and Support
• Telecom, ISP, Mainframe and Unix, Mobile Communication devices support
• Citrix Management Console Administration, BlackBerry Support, Bramble, IPSecDialer, Ipass, VPN, RSA Secure ID Admin
• Java Application Support, Network Support and ITSM tool support – BMC Remedy and HPSM
• Taking active part in migration management for ITSM tools. Updating the KB with new resolutions to various issues from time to time. Exchange and File Server Backups; Active Directory (AD) User Administration. Evaluation of new tools, preparation and reviewing of test cases, test documentations and development process audits. Execution of testing for pilot processes.
Overall Skills Set
Languages C++, Core Java, J2EE, VB 6.0
Project Management MS Project, MS Visio, Primavera
Databases Oracle 9i, MS-Access, SQL 2000, Sybase, DB2
Project Management Methodologies PMP, PRINCE 2
Automation Testing Selenium
Scripting Perl Scripting, Shell Scripting, Unix, JSP
Systems Unix, Linux, Vax/VMS, Windows
Analytics/BI Tools SAS, SPSS, Swindon, Gloucester, Cognos
Framework/ IDE MVC, Eclipse
ITSM BMC Remedy, HPSM, HP Service Manager, HPOV, Service-Now
Web Technologies HTML, ASP.NET, AJAX, JavaScript, VBScript, XHTML, Adobe Flex, DOM, AngularJS, XSD, XSLT, XPATH, JSF, JQUERY
Application Package Flash, Photoshop, MS-Office, Robohelp, CaptureWizPro, Adobe Captivate
Telecoms GSM, VAS, CDMA, SS7, Other Telecoms projects
ERP BAAN, Peoplesoft, Oracle ERP, Microsoft Dynamics, SAP
Development Methodologies SDLC, Agile
Collaboration Software MS Sharepoint, WordPress, Opentext
Education & Qualifications
YEAR/ EXAMINATION BOARD/ UNIVERSITY PERCENTAGE
2009-2010 Executive MBA/PGDM Indian Institute of Management, Calcutta – IIM Calcutta 85
2007 M.C.A. West Bengal University of Technology 83
2004 B.C.A. West Bengal University of Technology 74
2001 Higher Secondary W.B.C.H.S.E. 57
1999 Secondary W.B.B.S.E. 78
Languages
English, Hindi, Bengali, Kannada, Arabic
