IT Service Management Consultant
Logica
Total years of experience :10 years, 8 Months
March 2012 till today Logica now a part of CGI
Logica
Mar 2012 - till date IT Service Management Consultant
OneITSM - Service Transition
• To assess major Changes, like the introduction of a new service or a substantial change to an existing service and prepare an impact and effort/cost documentation.
• Thorough analysis of business requirements, identifying and analysing the impact on the system.
• Work on integrations via web services, APIs with ITSM suite to Active Directory, ADDM, SCCM, Monitoring tools, BEM, Inbound emails, People Data and so on.
• Co-ordinate with peer technical/business teams from European countries right from requirements assessment through Release and Deployment.
• Addressing operation/process issues / improvements to accomplish business objectives.
• Conducting high-level feasibility study of the requirements in terms of effort, time, and costs.
• Preparing relevant documents across different phases for change requests/enhancements.
• Liaise with other project areas to coordinate interdependencies and resolve issues.
• Status / Progress update meetings with business users and project teams.
March 2008 - Feb 2012 IBM India Pvt. Ltd
ITD US Remedy Accounts
• Worked as a Remedy specialist for BMC Remedy AR system and associated ITSM Application for Various accounts under ITD-US like AZOA, Visteon, Service Master, ITS Remedy, Hartford and GM.
• General Motors - PS Application. Developed a new module for Service Request management module. Also working on other change requirements involving CMDB CI data, relationships, and change management and so on.
• Analyzed and reported the RCA to the Accounts and Provided the Solutions or Work around for major outages in production systems
• Performed major Configuration changes and Performance Tuning to the AR system to resolve critical production issues involving frequent crashes of the AR server.
• Worked on CMDB enhancements like addition/updating of CMDB forms and attributes and synchronize it with asset management module.
• Interfacing with BMC software for third party support, Bug fix and patch installations.
• Conducted Workshop demos and trainings for various Accounts.
• Worked as Team Lead for ITD US Remedy handling various accounts like Nissan Admin, GM, British Petroleum, Schering Plough, Service Master, ITS Remedy and Visteon.
• Handling a team of 10 members across various locations within India and taking care of their account and professional and personal concerns.
• Conducting Weekly Status meeting with the team, getting status and addressing their account related/personal issues and concerns.
• Preparing weekly scorecard summary sheet containing team’s weekly incidents, changes and other details.
• Coordinating with management and team for various activities like CTM, Service Catalogs, GDF related documents, Allowances, Leaves/Permissions
• Kick-started the BT FM project as an offshore Tech Lead and analyzed the application, technology and built the Expedio FM team. I had received the Service Excellence Award for the project from the CEO of Virtusa.
• Analyzing, estimating Product Build changes/enhancements and guiding and tracking team to complete the same and move it onto live.
• Technically guiding, tracking and coordinating all project streams running for SHOP with team and client
ECC & eBBS
• Involved in design of ECC-eBBS Interface
• Developed ECC interface to eBBS using Java sockets and J2EE components.
• Prepared test cases and performed unit testing for ECC Interface
• Developed uploads, downloads and enquiries using Java, EJB, JSP and JavaScript for reporting in eBBS
• Involved in Product development using Java.
• Assisted and Prepared design document for products based on Customer requirement.
• Developed and tested products following SDLC life cycle
• Packaged products as executables and prepared user manuals for the same.
• BMC Remedy Skilled Professional 7.1 /Remedy Approved Consultant - Certified • ITIL V3 Foundation Certified
GNIIT and SUN Java Programming