Sector
IT Consultants

Gender
Male

Date of Birth
09-03-1978

Visa Type
Remote worker - Outside Country

Visa Expiry Date
31-03-2021

Academic Level
Bachelor Degree

Sponsor Visa Expiry Date
31-03-2021

Experience
18 Years

Languages
English and Hindi

Skills
Operations, Incident and Change Management.

Work Experience
Tech Mahindra Ltd – Pune, IN Oct’14 - Present Change Manager ? Acting as daily point of contact for Change Management and work with other departments within our Business Unit scope. ? Manage the Integration Management function delivered by a third party. ? Implementing the organization Change policies, process and procedures for Change management. ? Assist in the day to day, ensuring discipline is maintained i.e.: CAB, DE Conflict, PIR, PS One Review, ad-hoc eCAB. ? Risk assessment and management in relation to Change and change deployment, including the development of cutover and roll back plans. ? Approve/Reject Changes in accordance with policies. ? Carrying out reporting and documentation by the organizations standards, including key Change management metrics. ? Project/pipeline planning and ensure alignment to a defined Change schedule. ? Driving continuous quality improvement for Change Management and related areas. ? Manage the Change Management governance framework including, Technical Review Board, Change Readiness Board and Post Change Review Boards. ? Align with project model and release management. ? Understanding of various technologies related to data centers, business to IT mapping is required. ? Work on the development & generation of weekly & monthly reporting for the incident team. ? Define and maintain a Forward Schedule of Change. ? Assist with On-Boarding of new Services, Vendors and Brands. ? Primary internal stakeholders. Tech Mahindra Ltd – Pune, IN Aug’2012 - Sept’2014 Incident Manager ? Primary interaction points for the BTGS contract and business management community ? Worked as a Team Leader handling team of 15 resources. ? Incident Management of High Severity Incidents. ? Initiate Bridge calls, drive communication and teams to ensure uptime of infrastructure within Service Levels. ? Co-ordinate with multiple teams to get the issue resolves with the SLA. ? Handle Client contacts and engage as and when required. ? Work with right resources to resolve an issue and make sure the issue is resolved and client is updated. ? Driving the efficiency and effectiveness of the incident management process. ? Producing management information, including KPIs and reports. ? Monitoring the effectiveness of incident management and making recommendations for improvement. ? Developing and maintaining the incident management system. ? Driving, developing, managing and maintaining the major incident process and associated procedures. ? Reviewing and auditing the process. ? Ensuring that all IT teams follow the incident management process for every incident. Tech Mahindra Ltd – Pune, IN Nov’2007 - July’2011 Project Coordinator ? Delivering Service Levels in accordance with Client specifications with Optimization of Costs. ? Managing Projects related to Small and Medium business in UK from Delivery of diverse IT solutions to the successful on time billing start. ? Co-coordinating among different internal/External Dept. of BT to deliver the project/Circuit/CPE as per the dated promised to the customer. ? To perform the following task to be able to meet client/Customer expectations and deliver the project successfully: ? Job Acceptance within SLA ? Preparing Project Roll Out plan for the PSO-PM Kick off call to discuss the project ? Managing and updating project/circuit delivery dates in related tools. ? Ordering Circuits/CPE from BT internal/External teams using the manual ordering Template/Expedio (automated). ? Updating the details in the Project roll-out Plan. ? Chasing the delay from the BT external/Internal teams. ? Updating the PM on the reason for the delay. ? Closure of the task in Expedio to update the back end systems. ? Engineer booking to enable site commissioning. ? Requesting for the Inventory for the customer. ? Requesting for the Commissioning report for all the deliverables. ? Requesting for the Network diagram. ? Performing Inventory Cleanse-check the circuit/CPE identifiers, SLAs, IP Addressing and site details etc and tallying it with customer requirement (CAF (Contract Amendment form/Contract) etc. ? Performing Commissioning report check to confirm the no. of circuits and CPE delivered to match with the Contract requirement. ? Inventory Management: Performing the amendments in the BFG (backend systems) to ensure customer is billed for the correct product. ? Injecting the Billing Start Date in different tools to enable successful start of billing for the project. ? Applications used: Expedio, BFG, Diplomat, Elmo, Fast Service, COSMOSS, BBCR, Big Bird, CHGE,I BUY, Mark view, PPSR, Gromit, Cisco Tracking Website, Fast Track, Comet and Live link. WNS Global Services – Pune, IN May’2005 - Oct’2007 Order Manager ? Reviewing and auditing the process. ? Ensuring that all IT teams follow the incident management process for every incident. ? Owning the delivery lifecycle of OBS (Orange Business Services) services provided by SITA by monitoring and coordinating all actions required to deliver the service, and as such supporting Project Managers (PM) in the roll-out / implementation of projects, whereby following areas will be emphasized ? Ensuring the entry of ‘clean’ orders in the SITA and OBS tools. ? Identification and resolution of exceptions and problems encountered during the delivery process ? Collation and distribution of order process information (on batches of orders) to parties involved ? By taking away several activities from the PM’s (e.g. completion of Service Request Forms (SRF), completion / distribution of SRF2 forms, consolidation of order status reports), the DS function enables PM’s to concentrate on managing customer expectations, deliverables & timelines, risk analysis & management, etc. ? Ensure deliverables are prepared to satisfy the project requirements, cost and schedule. ? Keep the Project Manager, Service Manager and product committee informed of task accomplishment, issues and status. Royal Land Builder and Developers– Pune, IN Apr’2002 - Nov’2004 Accounts Receivable ? Assemble, review and verify invoices and check requests. ? Flag and clarify any unusual or questionable invoice items or prices. ? Sort, code and match invoices. ? Set invoices up for payment. ? Enter and upload invoices into system. ? Track expenses and process expense reports. ? Prepare and process electronic transfers and payments. ? Prepare and perform check runs. ? Post transactions to journals, ledgers and other records. ? Reconcile accounts payable transactions. ? Prepare analysis of accounts. ? Monitor accounts to ensure payments are up to date. ? Research and resolve invoice discrepancies and issues. ? Maintain vendor files. ? Correspond with vendors and respond to inquiries. ? Produce monthly reports. ? Assist with month end closing. ? Provide supporting documentation for audits. ? Maintain accurate historical records. ? Maintain confidentiality of organizational information.

Description
ITIL v3 Foundation Certified. More than 15 years of experience in Order Management, Accounts Receivable, Incident and Change Management Service Delivery. Experience in handling consumers and business clients for APAC, EMEA, USA.