Jeny Philip

• Assist to manage the project HP Monitoring tools deployed under Dubai Islamic Bank.
• Work closely with project manager for preparing detailed project management plan.
• When projects is scoped, translate requirements into tasks, schedules them, assign to relevant teams, and make sure timelines are met.
• Facilitate requirements gathering from business unit.
• Help related business units to prepare business requirements document.
• Coordinate with IT related teams to prepare the functional and technical specification Document.
• Coordinate with IT internal teams and business teams during UATs and various testing activates.
• Actively participates in all phases of the project or specific phases of larger projects. Identifies, assesses and manages risks to the success of the project.
• Spoc between business department and technology for managing project/ change requests.
• Manage requirements from stakeholders, discuss with respective tool engineers for its feasibility of deployment.
• Working closely with development team, vendor and application support, prepare deployment and roll back plans.
• Responsible for preparing presentation for the change requests and present it to Change Advisory Board (CAB) for acquiring necessary approvals.
• Work closely with vendor to implement the approved change requests within the approved cost, time and quality.
• Prepares and maintains project plans and tracks activities against the plan throughout the project life cycle.
• Implement effective communication plan and operating rhythm, including provision of regular and accurate reports.
• Delivers projects within the constraints of scope, time and cost to agreed levels of quality, within the organization’s project management framework.
• Monitor timelines and resources used, and takes action where these deviate from agreed tolerances. Ensures that deliverables are implemented within these criteria.
• Provides effective leadership to the project team ensuring members are motivated and developing their skills and experience.
• Work with relevant internal departments on resource planning, availability and allocation according to projects pipeline.
• Assist in creating SOP for any new product release or updates made.
• Participate in meetings held between clients, prepare MOM and send status report based on the action plans decided.
• Keep track of the issue tracker, send status updates and reports to senior management and stakeholders as and when required.

• Experience administering and configuring BMC Remedy ITSM 7.x or higher.
• Management of foundation and other customer-defined data.
• Hands on configuration experience with ITSM suits like Incident Management, Problem Management, Change Management, Service Request Management, Asset Management, Action Request System and Service Level Management.
• Experience handling all types of Incident, Changes or Requests to support Remedy.
• Experience handling the maintenance of all foundation data as well as support upload procedures for asset data.
• Experience performing regular maintenance duties to Remedy application environment.
• Experience developing, publishing, maintaining statistical, management reports, and dashboards in ITSM console, Analytics and Smart Reporting.
• Experience providing L1 and L2 support for Remedy application issues, working with the vendor, as necessary to resolve issues.
• Experience in creating and maintaining ITSM ticket templates
• Experience in managing license issuance and tracking.
• Experience creating navigational categories, Service Catalogs and providing entitlements.
• Create / modify / delete users and associate permissions based on the requirements received.
• Creation of Organizational structure and Support Groups based on the requirements received.
• Management and support of the BMC Remedy ITSM applications necessary to support the agreed level of availability and to undertake patching or upgrade.
• Gather internal requirements and document them for project enhancement or upgrade.
• Liaise with respective team and assist in creating rules for RBE integrations.
• Develop training materials and conduct training for end users.

User, Group, Computer management in Active Directory and Mailbox management in Microsoft Exchange.
•Assist in creating users id for core banking and other applications.
•Assign privileges to the created id based on respective approvals and sample ids provided.
•Processes application role modification/ privileges that have been approved by designated members of the management including the security team.
•Assists users by providing guidelines for application login and reset passwords if required.
•Terminate user privileges when the staff role changes or leaves the Bank.
•Review user accounts and make sure users have appropriate access rights and privileges granted on "least privilege" principle according to the user’s responsibilities
•Ensure that shared accounts are removed from the system
•Modify application privileges of users in response to employment status notices sent by Department Managers/HR.
•Ensure that dormant user-ids are kept to nil
•Recertify user’s application access as per the plan of higher management and ensure that user access database is up to date.