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ITIL Service Delivery and Operations

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  • 25.09.2018


Hello I have experience with ITIL Service Delivery, Project management, Application and Infrastructure Transition, IT Operations management and technically with QA/Testing (automation)

Ich biete

  • Incident Management
  • IT Service Management (ITSM)
  • Qualitätsmanagement / QS / QA (IT)
  • Technisches Qualitätsmanagement / QS / QA
  • Testmanagement / Testkoordination (IT)

Projekt‐ & Berufserfahrung

ITIL Operations and Service Delivery Manager, QA and Test Manager
Standard and Poor's Singapore, Singapore, India
1/2013 – offen (8 Jahre, 11 Monate)
Financial Ratings

1/2013 – offen


I am responsible for day-2-day IT Operations for APAC. Implement & manage ITIL best practices and lead ITSM Capabilities. Ensure the developments/enhancements are progressing, implemented & supported in BAU.
IT Operations Management for the entire APAC region. Implementing ITIL design framework and solutions to manage services. Incident and Problem Management activities, driving different ITIL Capability teams for resolving High Severity Incidents. Charing the CAB meetings and driving the Problem Management Teams for permanent fixes for all the known issues.

Creating Regional IT Operations Dashboard Report for APJ based on several metrics (Ticket Trend, Releases, Issue Highlights, Risks, Developments/Deployments, Utilization, Performance & SLA) Process, Performance Operations and Tool improvement projects to implement best practices. Maintaining Client relationships via weekly/monthly service review calls, various presentation, service improvement calls & other analytical communications.

To support the Business Operational activities, the client has integrated Microsoft Technologies, Microsoft SharePoint 2013, Microsoft CRM (Dynamics) and Microsoft Business Intelligence for Data mining. Currently we are working on integrating Microsoft BizTalk Server 2013 within the environment.

I have also been responsible for leading and managing project team and Quality Assurance and Testing efforts for developing a solution interface similar to a monitoring system for Japan region, to meet the compliance regulations. I’ve been Involved in managing, planning, scheduling & reporting on project activities. Project Management, which includes planning, monitoring project scope control, and resource management..

Eingesetzte Qualifikationen

Incident Management, SCRUM, IT Service Management (ITSM), Testmanagement / Testkoordination (IT), Qualitätsmanagement / QS / QA (IT)

IT Service Delivery Manager
Government of Singapore, Singapore, INDIA
12/2011 – 8/2012 (9 Monate)

12/2011 – 8/2012


As a Service Delivery Manager I was accountable for managing the delivery of critical Govt project, and for providing managerial support for all the projects conducted by the company. I was also responsible for providing monthly financial and technical updates of any known issues/risks to Senior Manager.

As an ITO Service Delivery Consultant in my current organization, I was responsible to manage/lead 4 modules of IT Service Management: Change, Release, Capacity, Availability and Configuration Management.

Manage the service delivery and implement ITIL processes. Maintaining Client relationships via daily/weekly/monthly service review calls, presentations, service improvement calls & other analytical calls. I am also jointly responsible for Procurement, Services, Deployment, Billing, and Operational capabilities support, Processes, Commissioning (servers & services).

Eingesetzte Qualifikationen

Incident Management, ITIL, Release Management, Projektleitung / Teamleitung (IT), IT Service Management (ITSM), Testmanagement / Testkoordination (IT), Qualitätsmanagement / QS / QA (IT), SCCM (System Center Configuration Manager), Capability maturity model integration (CMMI), Change Management

ITSM Transition Manager
Bank of America Merrill Lynch, Singapore, India
3/2010 – 9/2011 (1 Jahr, 7 Monate)

3/2010 – 9/2011


Service Transition Planning and QA Manager

Transition Planning and Support Lead will ensure that any new applications and services released to Production meet all of the required transition criteria and have the appropriate supporting documentation in order to maintain the stability and integrity of current production applications, infrastructure and services.

The Transition Planning and Support Manager will involve in full SDLC (software development life cycle) and project life cycle (Initiate, Plan, Execution, Control) to ensure that all necessary documentation creation and knowledge transfer has been completed and enterprise standards have been followed so that support teams in the production environment have all the necessary tools and knowledge to adequately support the project’s deliverables when they are released to the production environment

To Ensure the application and Infrastructure transition is certified on Quality aspects, manage and drive the QA activities.
Design and Implement process to accomplish QA function.

Eingesetzte Qualifikationen

ITIL, IT Service Management (ITSM), Qualitätsmanagement / QS / QA (IT), Change Management, Enterprise project management (EPM)

Change Configuration, Release and QA Manager
ING Direct, Tokyo, India
4/2007 – 3/2009 (2 Jahre)

4/2007 – 3/2009


Control IT changes and releases
Ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of Change-related incidents upon service quality, and consequently to improve the the day-to-day operations of the organization.
Filtering changes

Managing changes and the change process
Chairing the CAB and CAB/EC
Reviewing and closing RFCs
Management reports

Configuration Management :
Providing accurate and reliable information to the rest of the organization about all the components of the IT infrastructure.
Keep the Configurations Database up-to-date:
Up-to-date records of all CIs: identification, type, location, status, etc.
Interrelations between CIs.
Services provided by each CI.
Serve as a support to the other processes, in particular to Incident Management, Problem Management and Changes Management.

Release Management
Establishing a planning policy for the implementation of new versions.
Developing new versions or buying them from third parties.
Testing new versions in an environment that simulates the live environment as closely as possible.
Validating the new versions.
Implementing new versions in the live environment.
Carrying out back-out plans to remove the new version if necessary.
Updating the DSL, the DHS and the CMDB.
Informing and training customers and users about the functionality of the newly released version.

Eingesetzte Qualifikationen

Service Management, Release Management, Qualitätsmanagement / QS / QA (IT), SCCM (System Center Configuration Manager), Change Management

IT Control Lead
Shinsei Bank Japan, Tokyo, India
7/2005 – 4/2007 (1 Jahr, 10 Monate)

7/2005 – 4/2007


As Capacity and Performance Management Manager:
⇨ Managed/coordinated the CPM project with efforts of 5 people to perform a thorough performance check for all the changes/business requests that were to be incorporated with the existing system and or a complete new system.
⇨ Developed and implemented a process within the organization for the capacity management area.
⇨ Managed and participated in exclusive executive meetings, agendas and presentations to meet the business goals for the organization.
⇨ Managed the CPM projects with budgets of up to $60M Yen.
⇨ Analyzed the performance of the IT infrastructure of Shinsei Bank comprising of over 500 Servers and over 300 applications.
⇨ Led implementation of Load Runner, JMeter and Quality Centre to add value to the services within the department and ensure quality results.

As Manager for Control and Design and Measurements Team/Release Management Coordinator:
⇨ Managed an offshore (India) portal application support team that supports Application Performance and Design Review Management processes.
⇨ Implemented procedures and improvised the policies.
⇨ Revamped the IT department and streamlined the traditional workflow with improvised work flow designed and developed with Engineers from Toyota Japan.
⇨ Restructured Release Management Process by implementing automated deployment tools developed In house to integrate Shinsei Banks Infrastructure.
⇨ Introduced Risk Analysis within the Change Request workflow to ensure the release are safe minimizing failures.
⇨ Introduced design review meetings mergers with Change Control Board Meetings to have a better understating of the entire releases.

As Project Manager and Coordinator:
⇨ Successfully consulted on Application Development and Infrastructure Projects using SDLC methodologies.
⇨ Managed and participated in exclusive executive meetings, agendas and presentations to meet the goals of leaders in large organizations.
⇨ Led projects with budgets of up to $6M Yen.
⇨ Successfully coordinated with migrated MUREX application from the old infrastructure to a high end UNIX Box’s that was able to support the front end banking Traders to process the company’s portfolio within a acceptable time frame.
⇨ Supported the IT Infrastructure in managing the development of application that helps monitor the real time performance characteristics of the servers and that had the capability of six month advance prediction of the disk space utilization for the given servers
⇨ Managed and coordinated the Business request to its development through Iflex, Whipro, CashTec and other companies, delegation, follow-ups and driving to completion with-in time limits.
⇨ Efficiently managed QA department servicing both functional and Performance Testing for Retail Banking application.
⇨ Headed the Capacity and Performance management Team as a lead for Shinsei Bank Japan.

Eingesetzte Qualifikationen

IT Service Management (ITSM), Qualitätsmanagement / QS / QA (IT), Change Management, Enterprise project management (EPM)

QA Test Engineer
Greytip Software (Delphisoft Information Technolog, India, India
4/2001 – 7/2005 (4 Jahre, 4 Monate)
High-Tech- und Elektroindustrie

4/2001 – 7/2005


Implementing QA and Test Process and Procedures
Developing Test scripts and test cases
Test execution using automation testing tools (Winrunner, loadrunner)
Preparing test plan
Bug tracking
regression testing

Eingesetzte Qualifikationen

Technisches Qualitätsmanagement / QS / QA, Enterprise project management (EPM)


November 2012


Bachelor of Engineering
(Bangalore University)
Jahr: 2000
Ort: Bangalore


ITIL Service Delivery
Project management
IT Operation Management

Project LifeCycle Management : PML / BigFix
Release and Deployment : IBM Tivoli
Functional Testing Tools : WinRunner, QTP (HP-Mercury Tools-Functional
testing tool) Selenium IDE
Load Testing Tools : LoadRunner, (HP-Mercury Tools-Performance testing) WAST, Microsoft
ACT Tool
Test Management Tools : Quality Centre (HP-Mercury Tools-Defect Management Tool) /JIRA/PML
Configuration Management Tools : Visual Source Safe
Deployment Tools : TIVOLI, System Management Tool, Bigfix
Programming Languages : C, C++
Software Development : Java (J2EE)
Web Enabled Tools : HTML, DHTML, XML, JSP
Operating Systems : Windows 98/NT/2000/XP, RED HAT Linux 3.1
GUI Tools : Visual Basic 6.0
RDBMS : Oracle9i, MS-SQL Serve

Über mich

I will be moving to Germany from Jan 2015 onwards, Initially i would like to seek opportunities that require English language skills, I am skilled in managing
IT Service Delivery (Change Configuration, Release, Incident Problem, Capacity and Availability) modules.
I have also closely worked in driving and managing vendors for transition and other project management activities.

I am technically sound with automation testing and have used various testing tools in accomplishing testing objectives.
I am open to work anywhere in Germany.
Aspiring for a positions in ITIL Service Delivery Management/ Project Management / QA Test Management / Change, Configuration, Release, Capacity & Availability Management/Operations Management, Business Continuity Risk management, Incident and Problem Management, Service Desk Operation Management L1/L3/L3 Support Teams with banking and financial Organization.

I am also skilled in executing Quality Assurance and Testing using automated testing tools like (Winrunner, Load Runner, Selenium, QTP) etc
I have managed end to end testing of major business applications and have discovered on the key areas of issues.
performed functional and performance testing using test suites .. Also managed SIT / UAT testing cycles by driving testing teams to meet the testing goals.

A competent professional with 11+ years of versatile, leadership experience in (ITIL) Service Delivery Management, Service Design, Service Improvement and Project Management, Quality Assurance, Test management, Transition and Program Management for Banking/Financial multinational organizations.
Worked as a QA Test and Project Manger for IT Restructuring of CORE Banking Systems for Shinsei Bank Japan, As an IT Control Team lead for governing the Application Design Review and Change Management Controls. Application support for Zengin Gateway for Japan financial transition flow, Implemented QA process and procedures ensuring the changes were quality certified. As a PM, successfully delivered the development of Capacity and Performance Dashboard Application for Shinsei bank Japan.
Designing, implementing and Training of IT service delivery models (Change Management, Configuration and Release) for ING direct Japan
QA Test Management, Test Automation solution design and its implementation were successfully accomplished for ING direct Bank Japan.
Worked with Merrill Lynch Bank of America Singapore for a Transition Band Program, Vendor Management, Application/Data migration activities.
Currently working as a Regional Operations Manager for the Client SnP Singapore, Streamlining the IT Service Request process, Implementing Quality Checkpoints, Managing L2 and L3 global IT Support Teams/Service Desk Teams, chairing CAB and controlling the Change Management activities, capturing the KPI’s and producing Regional SLA and OLA reports to regulators and Senior Management.

Flexible in managing and working with multicultural environment, executed various projects/programs for Banking and Financial domain for APAC region.

Persönliche Daten

  • Englisch (Muttersprache)
  • Japanisch (Grundkenntnisse)
  • Europäische Union
20 Jahre und 7 Monate (seit 04/2001)
6 Jahre


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