Manager IT service quality management
National Health Insurance Company -Daman
Total years of experience :14 years, 7 Months
• Focused on IT Service Management functions, including but not limited to areas such as Incident Management, Release Management, Change Management, Problem Management, Configuration Management, and Service Level Management.
• Service Introduction (onboarding new / modifed Services)
• Plans, designs, implements and monitors approved ITSM processes across the ITS Division with the objective being the delivery of reliable repeatable IT services at agreed IT service levels
• Chairing and managing weekly Change Advisory Board (CAB) meetings. Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes.
• Working closely with problem owners, SMEs and other stakeholders to identify problem scope and escalate IT service outages to specialize engineering. Creating statistical reports and performing analysis on a weekly basis for areas of responsibility.
• Audited service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics.
• Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.
• acts as a model of action orientation to others by consistently identifying opportunities for improvement and driving for results
• Focuses on identifying and meeting internal and external customer's needs in a manner that provides satisfaction for the customer, within the parameters of the position and the available resources
• Works systematically and tirelessly to meet or exceed inherent and stated goals and standards for the position, departmental initiatives.
• Continually seeks and achieves incremental improvements in work processes, results and capabilities
• Perform daily operational activities and measure process quality and compliance.
• Manages the MOSS (SharePoint Administration) wrt to document repository
• Work with ITSM team members and other IT stakeholders to understand and improve key processes, including service request, incident, problem, change, release, and knowledge management
• Learn and evaluate opportunities for continuous improvement of ITIL-aligned ITSM process maturity and compliance
• Coordinate and track work in progress, schedule activities and provide status on work.
• Manage the incident escalation process that may result from changes or recurring problems within the operating environment.
• Manage high severity incidents, problems from inception to resolution, ensuring quick and correct assessment of the issue, including
• identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group
• Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.
• Assists the IT Operations team to write, validate and distribute any required communication that sent to executive leadership, IT management, customers and lines of business as well as communications to external customers.
• Drive organizational learning by extrapolating knowledge from service transitions, changes, incidents and/or problems.
• Develops, implements, standardizes and continuously improves ITIL Service Management workflow processes ensuring consistent and comprehensive integration across all IT teams
Design Service Assurance programs for Standardization, Automation & best practices
Design ITIL Processes based on client stakeholder’s requirement and ITIL Standards
Re engineering the existing processes to meet client specific requirements
Implement Six Sigma methodologies
Knowledge management - increase K-base contributions
Ensure quality check on SLA, Process, and Quality of resource during the entire course of the project
Attend the Weekly project reviews, Monthly Corporate quality reviews to update the progress of Project
Ensure Document Control and version control along with predefined standards set by HCL
The Process and Quality Manager is overall responsible for ensuring the Process and Quality compliance on the account
Act as the key interface with Daman Process Governance Office/team to secure alignment and coordination as required
Define/develop, document and deploy ITIL processes, review new/modified processes.
Reporting on status of process and quality activities
Process coordinator (Sr.Process Analyst) Aug 2015 to Jun 2016
UST Global
Client: Mearsk
Project 1:Process Governance Aug 2015-Dec 2015
To build a structure around aligning MGIS IT strategy with business strategy, to achieve the Organization’s strategies and goals, and implementing best practices to measure IT’s performance. This includes considering all stakeholders’ interests and to help the processes to provide measurable results.
Manage the Governance function to ensure that strategies, procedures and activities are developed and delivered which meet the needs of client infrastructural and application support needs. Manage governance and performance management systems.
Reviewing the Core processes like Incident, Problem, Change, Release suggesting process improvement’s to team as and when required
Performing data statistical analysis by working on different tools like Minitab® etc.
Working closely with process governance manager in designing critical processes.
Performing the process health checks by doing process maturity assessments.
Coordinate with Functional Plan Managers to ensure effective overall project
Managing the corporate Quality of Maersk Services
Taking care of end to end quality operations with in different business units.
Implementing lean/six sigma processes that are emerging as a part of process improvement.
Well Versed with ISO 20K /ISO27000 audit Practices
Develop process standards and guidelines based on ITIL process framework
To lead definition, maintenance, consolidation, and optimization of processes
Project 2:MU Transform Dec 2015-Jan 2016
The Mu Transform Project has three components as seen below. The idea is to design and implement Mu Ideation, Mu Academy, Mu Innovation in a 3 phased approach.
Coordinate with Functional Plan Managers to ensure effective overall project
Acted as a share Point Expert in development of Share Point Site for MU Transform
Conducted UAT for the site to ensure smooth functioning of the site.
Manage continuous process improvement of risk, issue and change
Manage project risks, issues and changes.
Develop standards and processes for all projects. Collaborate with senior management and project teams on project initiation, requirements, documentation and implementation.
Lead development of project management standards, process improvements, documentation requirements throughout project lifecycles.
Manage the development, maintenance, and coordination of project master
Conduct metrics reporting, including project plan trending metrics, project
Project 3: Knowledge Management and Service Reporting Jan 2016 - Till Date
The agenda of this project is to streamline the Service Management Reporting structure and Automating the reports by using ServiceNow®.Also stream line the knowledge management framework and align with six sigma methodologies
Facilitate Knowledge Up-Skilling Workshops and Boot Camps for their respective Centre on a periodic basis based on Change in the Evaluation Methodology, Change in the Processes, CSAT Survey Results, Desk specific upskilling
Conduct a complete Analysis of Service Reporting and its trend.
Suggest improvement areas in Service Reporting/Knowledge management to reduce the complexity of the overall process
Project and Vendor : Center Service Excellence Lead
The position is required for handling the Centre Specific Service Excellence within Non Voice and Service Delivery'. This position is required to work closely with the Service Partner Service Excellence Team(Quality) and Tata Sky Operations team of that center - providing oversight to the Quality Culture and Targets set by Tata Sky
To Ensure Audit Calendar Adherence for the Centre Specific Processes rolled out by the Corporate Service Excellence Lead every month
To monitor and track the Compliance of the Audits daily/weekly/monthly and to address any Bottlenecks online by closely coordinating with the Service Partner Teams, Centre Operations team and Corporate Team, thereby ensuring no delay in the Audits.
To monitor and ensure that the Audits are being done accurately and efficiently by the Service Partner Team
Mentor & Guide the Partner team to help improve the Scores and enhance customer experience by providing online inputs / Support.
Control Variance
Project and Client : AT &T
AT&T Corp., originally the American Telephone and Telegraph Company, is the subsidiary of AT&T that provides voice, video, data, and Internet telecommunications and professional services to businesses, consumers, and government agencies. During its long history, AT&T was at times the world's largest telephone company, the world's largest cable television operator, and a regulated monopoly.
Worked as a Delivery Analyst and handling a Team of 20 Remote Analysts across competency by grooming them on Quality Tools, Analysis techniques, Defect Prevention Techniques.
Proficient at managing IT processes / operations & experience of enhancing Procedures, service standards for business excellence
Improving the quality of the process by implementing Defect Prevention methodologies, identifying wastes and driving process improvement actions.
Creating a quality culture, keeping people focused on understanding the customer’s needs
Comes up with solutions that address or exceed customer’s needs and
Initiate changes in procedures to continually improve performance
Own and drive the Quality Call Process (NOC and SD monitoring) and ensure feedback is being given.
Own and drive the Documentation Check Process (ticket checks) and ensure feedback is being given.
Implementation of governance routines for delivery of programs across the portfolio
Engaging with senior management for strategy planning & business reviews
Building subject-matter-expertise on programs/applications and supporting business & operations in defining processes & best practices
Transitioning and supporting infrastructure in “Business As Usual” Mode and ensuring high levels of customer satisfaction
Technical Programed Set Up, Assurance and Recovery - TSAR: Defining, shaping and mobilizing technology programs.
Complex Technology Procurement: Delivering large-scale, complex procurement programs with a focus on technology transformation.
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