S U M M AR Y
10 years of experience in IT Service Management, Operations, Project Management, Critical
Incident, Problem, Change & Release management. Additionally responsible for leading a
process for Asset and Configuration Management (CMDB), IT Service Catalog, Knowledge
Expertise in assisting Return to Service for Infrastructure and application stricken issues.
Expertise in Planning, Execution, Monitoring & Control in IT Delivery Operations & Business
Experience in delivering process management initiatives with specific focus on IT service
Expert in implementing Incident, Problem and Change management process in IT space.
Profiling each of the businesses to understand the criticalities, key contacts.
W O R K E X P E RI E N C E
NetApp India Pvt Ltd
At NetApp, I was responsible for IT Service Management which includes: setting process for Incident, Problem
and Change management. Conducting MOR for Problem and Incident management along with Process
enhancement for Release and Change management. Vendor Management to maintain key deliverables,
including monitoring company SLA’s and Key Performance Indicators, Contract Changes, Time Tacking, CSAT,
Process Breakdown/Improvements & Metric Reporting (daily, weekly & monthly).
Release, Problem & Recovery Manager – India
Quickly responds to all notifications of unplanned service interruptions from
NetApp Internal teams.
Produce proactive reports, trending analysis, service level reporting, process
consultation and application of ITIL
Experience in Lean, Six Sigma & GDF cost savings Business and quality process
Innovative and resourceful professional with project management, software
and analytical expertise and proven ability to meet deadlines under pressure.
Driving the efficiency and effectiveness of the incident management process.
Experience in defect prevention, root cause analysis (RCA), Metrics, weekly and
monthly reports, team handling, project management, people management.
Define scope of IT Service Continuity Management
Conduct Business Impact Analysis
Define IT Service Continuity Strategy in line with Business Continuity strategy
Perform IT Service Continuity organization and implementation planning
Implement standby arrangements and risk reduction measures
Assess impact of IT changes on IT Service Continuity plans and processes
Alignment of IT service recovery plans with Vital Business Functions.
Hosting P1 post mortem call and track all the action plan till workaround is
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Resume of Vamshi Kiran
Release / Project Manager – India
Managed up to 5 Releases/week & up to 3 Releases/day in dynamic and
constantly changing environment.
Documentation & Training new hires for Release management
Liaised with Projects & Operations teams and successfully migrated Projects
into Production environment.
• Implemented activities/ processes to achieve repetition of solution
implementation to assist in cost control improve margins and optimize
• Identified new tools, technologies, and processes to improve the reliability,
repeatability, and efficiency of builds and releases.
• Tailored business driven solutions designed to meet the customer (internal/
external) needs and expectations by collating information from users.
• Kept abreast of all internal and external factors affecting customers,
developed full understanding of the customer and service issues and played a
key link in customer and the service provider relationship.
Responsible for evaluating production software changes, managed the
system release aspects of multiple projects of high complexity,
ensuring that all business requirement issues were resolved prior to
IBM (India) Pvt. Ltd.
At IBM India, I have worked on three different roles, starting in 2009 with the Operations Quality Analyst
Executive for Service Operations, followed by being the Major Incident Manager and then moving to a larger
function of Subject Matter Expert for the entire EMEA Account operations.
Global Major Incident Manager, Service Operation’s
Transition of accounts in IBM Service management – Dupont, Danone &
Provides leadership for Account delivery Team
Assists the PE in managing customer satisfaction.
Serves as a single point of contact to the PE for service delivery
Manages all delivery communications.
Ensure CSAT and maintain Green CHIP status for ITDGD India Delivery
Ensure relevant governance /interlock with sending/receiving geo service
Ensure regular reporting on service delivery performance
Lead discussions on operational Issues & ensure resolution of issues
Ensure Engagement and Transition Activities are completed on time for existing
Build credibility, establish rapport, and maintain communication with
stakeholders at multiple levels, including those external to the organization.
Maintain continuous alignment of program scope with strategic business
objectives, and make recommendations to modify the program to enhance
effectiveness toward the business result or strategic intent.
Providing technical support and participate in the Change Control Board
and/or change control process
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Resume of Vamshi Kiran
2010 - 2011
Process Lead – EMEA projects
2009 - 2010
Providing account leadership/direction and technical support- Participate in
response to RFS's on behalf of the delivery organization
Availability Management - Ensured services are available as per agreed SLA's
Continuously identified Process Improvements to ensure that the practices
processes are aligned to Global Delivery practices.
Conducted one on one session with the clients to assess client needs and
expectations and ensure project delivery within deadline.
Accountable for the activities and resources required to resolve hierarchically
Manage supportability and troubleshoot the availability of applications,
properties, systems, networks, and servers.
Coordinating with Problem management for RCA and Post incident
communications and trend analysis reviews to be conducted.
Documenting and investigating escalated incidents or incidents across multiple
service dependencies, resolving them by using innovative engineering practices,
and documenting those innovations into engineer standards while monitoring
the overall quality of incident management
Impact areas include: implementation, operations, restoration and
Quality Analyst - SME
Prepare periodic reports to track workload, response time and quality of input,
provide assistance, training, and troubleshooting support to the team, so as to
achieve healthy team dynamics.
Performing backup of financial transactions through HIPO process which
includes mirroring, tape backups, Logging in Slaves, General Ledger integration
all this in Sun Unix Box.
Quality analyst role includes handling the team overall quality. Educating them
on quality parameters, making sure there are no misses from any of the team
Ensure the service level agreements are met by the team
Increase efficiency and automate processes where ever possible
Involved in GDF activities which is derived from lean concepts. Providing GDF
trainings and making them aware of GDF process. Helping in implementing the
GDF in the team. Relating each objectives of GDF in real time senario.Reducing
the workload using these parameters and minimizing the time taken to perform
any given task.
Actively participating in automation project. Project Quell successfully
completed helping in reducing the workload in operations.
Ensure Quality Assurance and Security compliance of all production batch
Primary responsibility was to provide technical and systems support to all users
in Network Management.
Perform daily administration functions such as monitoring Tivoli, Performing
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Resume of Vamshi Kiran
Chief IT Operations – Avishk Globalisers
2006 - 2008
At Avishk, which was an Export management organization, I built my foundation in ITIL process and
Infrastructure operation activities. I managed an end-to-end responsibility with chief duties being
presentations to clients, conceptualizing activities, preparation of operations note. Technical management of
entire operations, responsible for analysing first level problems for all systems, resolving and routing as
appropriate, support the Systems Management Processes specific to their customer requirements. Handle
trainings for help desk executives.
Senior Executive – Processing
2003 - 2005
At HTMT, I assisted the US healthcare team with the chief responsibilities being process awareness through
expanding the delivery base, processing Medical claims, Identify new parameters to benefit that effort and
evaluation of the projects executed.
E D U C AT I O N AL Q U AL I F I C AT I O N S
Executive MBA – Kuvempu University
Specialization in Project Management
Kuvempu University, Shimoga, Karnataka
Computer science & Engg
Specialization - Diploma in Computers
Sandur College, Yeswanthnagar Karnataka
R E F E R E N CE S
References will be provided on request.
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