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Continual Improvement
Process Designing & Re-engineering
ISO 20000:9001 Lead Auditor
PMP- Project Management Professional practitioner
ITIL V3 Expert

Work experience

Oct 2012Present

ITIL Programme SME

Polaris Financial Technology

·Responsible to implement ITIL V3 Program throughout the organization. Recommend, Design & Implement a robust deign model to use it in effectively and efficiently way.

·Implement IT Service management using BMC Remedy tool.

Apr 2012Oct 2012

Lead - Process Consultant

Tata Consulting Service

Managing entire IT process delivery for US major account of 350 +FTE

·Implemented ITIL V3 process aligned to the customer requirements on a phased approach.

·Defining SLA Management Framework: Worked with vendors in arriving metrics driven approach which ensures high service level adherence and increased transparency

·Developed all process documents based on the industry standards and helped team to clear ISO 20K audits.

·Recommended robust “Capacity management” using process and control which saved purchasing of excess servers/hardware capacity

·Manages the day-to-day operations of the Service Delivery teams as well as contract development, signing and tracking, and customer and vendor relationship management.

·Manages the performance of services to clients as agreed in the contract and ensures that the service levels are achieved.

Mar 2011Mar 2012

Lead - Process Consultant & Global Process Owner

Mphasis Software Pvt Ltd

Managed several ESM accounts across globally

· Implemented ITIL V3 programme for Service Desk, Implementation of Incident & Problem management.

·Implemented Configuration management database (CMDB) which links to all the process area’s and delivered it in very effectively & efficiently, Using BMC remedy tool.

·Used BMC methodology for implementation of ITIL V3 process in the organization.

·Assisted and Developed team to pass through ISO 20 K audits.

·Defined Process Maturity assessment and gap analysis for ITIL processes enabled to identify Improvements

·Managed the team especially on SIP Implementations, Was acting as a Finial approver for all SIP’s

·Involved and practice in resource and capability planning for transition phase.

Aug 2006Mar 2011

IT Process and Operations Lead

IBM India Pvt Ltd

Managed 20+accounts & 40+ people operationally for Messaging service line

·Was a strong performer in implementing many service improvement programs which helped in cost saving for the organization (reduction of ~30+ FTE applying ~30+ improvement program)

·Followed the industry standard Process document to develop ITIL V3 process documents.

·Worked closely with the technical team and re-engineered the processes which enabled the continual improvements in the service.

·Interact with the customer when necessary to work their touch points into the new processes

·Develop deep level process (L3 & L4 process documentation) instructions specific to the customer.

·Conducted process training for new folks. And refresher training for existing folks whenever required.

Dec 2005Aug 2006

Customer Support Executive


·Trouble shooting the user quires related to broadband service

·Complete support given to the customers about the product



ITIL V3 Foundation


ITIL V2 Service Manager


ITIL V3 Expert