Senior Consultant / Team Lead
Capgemini India Pvt Ltd
Total years of experience :17 years, 2 Months
Incident/Knowledge Management Lead
IT Service Management project based on ITIL v3 principles - ITIL v3 Foundation Certified.
Leading a team of 6 Incident Managers taking care of Application and Infrastructure management of services provided to Nordic clients
Performing daily Process Audits on tickets and making sure that teams adhere to ITIL guidelines.
Automated the daily Incident Management template used by the team, providing ease of ticket monitoring and email notification delivery - Reduced the effort of IM team significantly enabling them to work more efficiently thereby improving service delivery.
Analyzing tickets and identifying areas of concern to upper management.
Managing Knowledge Assets for the clients that are created by the Delivery (technical) teams.
Setting up the knowledge management framework for the client in our KM tool - Primus.
Business Analyst
Part of the Service Performance reporting team, providing analysis and reports for Operations.
Automating several operational and SLA Management reports which provide teams with insights on their performance and areas of improvements.
Developed Automated Report Scheduling system which reduced manual effort of report creation and delivery significantly and provided an end to end reporting solution.
Analyzing the SLA criteria and report on efforts of the support teams and determine business impact of the performance trends for the client.
Program Analyst
Project: PLUTO NW1
Software quality management project to test the various components of the key product of a leading software manufacturer.
Worked as an SDET and led a team of Software Test Engineers collectively maintaining the quality of all the components and subcomponents.
Project: Meeting Tracker Tool and Online Leave System (Avkaash)
Projects for Infosys Technologies Ltd. to create and deploy web based applications designed to track meetings, and to track the leaves taken by the employees.
Software Test Engineer
Project: PLUTO NW1
Worked as a Software Test Engineer for networking components and designed, automated and executed several test cases for my components.
Received a Performance award for going beyond my role and taking up extra components, there by assisting in improving efficiency of the team, and reducing the head count while maintaining excellent quality of my existing components.
Project: XXXEDP
Data-warehousing project for a leading investment bank’s data feeds involving designing of the data bases that stored real time and historic data used by the client for their futures and options products.
Designed the metadata, tables and data structures and implemented the ITL processes using high end data warehousing tools.
Completed Masters of Business IT from RMIT (Australia). Won the GS1 Top performance award for e-Procurement and Supply chain technologies.