SUMMARY:

Served on global governance board to champion implementation and harmonization of ITSM Service Level, Service Delivery, Change, Incident and Problem Management processes including development and implementation of tools/templates needed to capture and translate knowledge by following Scrum Framework. Coordination of Infrastructure changes for customers. Conduct assessment, Impact Analysis, Risk management, Integration and Automation on Tools, Stakeholder Management, IT Infrastructure Project Management by using Waterfall Model and Scrum/Agile Framework.

CORE COMPETENCIES:

Change, Problem, Incident ManagementLeadership Skills and People Management

Risk AssessmentOver 12+ years of experience in IT Operations/Service delivery

Cross - Functional Team managementScrum Master/Agile Framework

Stakeholder Management End to End Transition of Change Management Contracts

Project ManagementContinuous Improvement

WORK PROFILE DETAILS:

Confidential

IT SERVICE MANAGEMENT CHANGE LEAD AND SCRUM MASTER

Responsibilities:

• Establish Work streams, where and when necessary, to ensure effective change management processes are in place.
• Manage resistance and develop actions to correct any performance gaps in the change project’s lifecycle
• Recruit, manage and develop top-tier talent. Managed Change Management processes and programs
• People/Team Management for Change Co-ordinators and Managers
• Worked with project teams to integrate change management activities into the overall project plan to support Project implementation
• Problem Solving and decision making. Follows ITIL framework. Autonomy over the management of the change and escalates as needed. Ensure operational procedures are in place, maintained and followed as appropriate. design and agree to change management process agreed with all relevant stakeholders.
• Prevent any un-authorised activity in the environment
• Facilitated workshops and other interventions to promote Change Management initiatives Strong communication skills and the ability to structure logical analysis in presentations
• Established an e2e Change Management Process as that supports the IT organization in development and operational changes. Supported the development, delivery, and management of change communications across the organization
• Ensured all risks associated with Change Management role are managed. Proactive approach with an ability to prioritize workload. Strong organization skills with an ability to multi-task. Ability to work under pressure to meet tight deadlines
• Manage scope and scale of projects to ensure practical expectations and progressive delivery. Process documentation, process mapping. Conducted performance reviews and oversee career management for the Change Managers. Gather knowledge and expertise on tools, techniques, methods and templates, change management lifecycle.

SCRUM MASTER

Confidential

Responsibilities:

• Manage all Scrum boards (physical or virtual). Leads the team’s efforts towards continuous improvement
• Organised and improved Agile practices and values, therefore, increased productivity in the team
• Led and co-ordinated the daily stand-ups, sprint planning’s, sprint demos, sprint retrospectives and backlog refinements resulting
• In the automation of manual reports and saved time
• Assisted product owners and project managers in preparing and refining the backlog for program increment (large scale planning) as well as sprint planning.
• Automation of Global CM process by applying SCRUM Framework
• Transition of SNOW (Service now Tool) by following the Agile methodology Bring ideas from professional facilitation, coaching, conflict management, mediation, theatre to help the team become a high-performance team
• Empower the team to make system and process improvements captured in sprint retrospective meetings. Remove obstacles for developers and testers.
• Use key Scrum metrics (burn down, velocity) to help deliver committed work.
• Manage sprint backlog items and tasks
• Familiarize the team with the common elements of the chosen system i.e. Daily Scrums and Sprint/Iteration Reviews.
• Guide continuous backlog refinement with the team.
• Foster trust and collaboration across all team members; make it safe to challenge experiment and fail without fear.
• Foster continuous collaboration; continuously collaborate and communicate across all functions supporting agile team execution.
• Promote continuous improvement at the team level for all functions.

Confidential

Specialist (Project Manager/Business Analyst - IT infrastructure) Change/Problem Management

Responsibilities:

• To perform as an e2e Project Manager from Scoping, Planning, Scheduling, Effort estimates for IT Infra (LAN, WAN, Wireless, Voice & Security) Projects
• Maintains awareness of trends, business conditions and internal process and practices impacting project/program(s).
• To interact with Customer technical representatives (as well as internal groups Technical Designers and 3rd party vendors) to ensure that the requirements are understood, and the delivered solution is as per the requirements.
• Develops communications and presentations and ensures communication of project/program initiatives, messages and status to appropriate parties. Defines and reports project/program roadmap, status, development issues and success metrics.
• Develops tools and analytics to support project/program success factors. Identifies areas of risk/opportunities and influences and implements continuous improvements
• Strong analytical skills, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirement documents.
• Ensures program deliverables are met timely and efficiently.
• Conduct Root Cause Analysis and suggest the corrective actions based on the projects lost.
• Organizes and manages cross-functional problem resolution efforts as required.
• Validation and implementation of projects based on the agreed scope and requirements.
• Ownership, creation, and delivery of all project documentation for the detailed design, validation and support consistent with the established templates, or customized as required.
• Reviewing and approving and maintaining changes (Standard/Normal/Expedited and Emergency) Tracking and Monitoring change request & Auditing of RFC as pre global CM process. Appropriate sign off and follow the change management process. Review changes to ensure the Implementation, Test and back out plan at appropriate levels.
• Chairing CAB (Change Advisory Board), E-Cab meetings and making minutes of meeting and distribution of updates. Maintaining Closure report and Completion of Change records. Tracking of compliance report and maintaining record of failed changes and asking Implementers to fill CPIR form. Creation of PEW (Planned Engineering Work) provided by 3rd party vendors.
• Assuring that the changes are assessed and closed within the lead time. Recording PIR, Coordinating with Implementation and Application changes. Maintaining dashboard representing number of failed and successful changes monthly basis. Working on trend analysis report and calculating all KPI meet the desired SLA. Working with SNOW team on script creation to make the process smooth by removing mail requests and daily tracker. Creation of changes as requested by PM/Implementers
• Reviewing CR, doing quality checks, Impact analysis, calculating risks and raising tasks as per CR
• Making FSC report on daily basis and circulating the same within network. Chairing DAB calls and present changes which may impact services in network. Making weekly SLO and circulating in network

Problem Management

Confidential

Responsibilities:

• Supports the IT Problem Management process through the use of the ITIL PM framework by discerning, researching and reporting on IT problems as well as driving RCA through to problem resolution
• Selects and manages problem management teams, including planning, assigning, scheduling, monitoring and reviewing problem activities
• Record details of error investigation and make recommendation for resolution
• Perform projects as assigned by leader and trend analysis to eliminate problems. Monitor and manage problem and error through closure. Maintain inventory of problems under analysis and their current progress and status