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  1. 1. Vamshi kiran -+91-9886232856 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 Management.    Expertise in assisting Return to Service for Infrastructure and application stricken issues. Expertise in Planning, Execution, Monitoring & Control in IT Delivery Operations & Business Development. Experience in delivering process management initiatives with specific focus on IT service improvements. 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 Bangalore, India 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). 2012-2013 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 activities 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 being implemented. Page 1 of 4
  2. 2. 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 operational efficiency. • 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 full release IBM (India) Pvt. Ltd. Bangalore, India 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. 2009-2012 Global Major Incident Manager, Service Operation’s              Transition of accounts in IBM Service management – Dupont, Danone & MillerCoors 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 lines 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 accounts 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 Page 2 of 4
  3. 3. 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 escalated incidents. 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 improvement/optimization. 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 resource. 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 environments Primary responsibility was to provide technical and systems support to all users in Network Management. Perform daily administration functions such as monitoring Tivoli, Performing batch operations. Page 3 of 4
  4. 4. Resume of Vamshi Kiran Avishk Globalisers Bangalore, India 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. Hinduja TMT Bangalore, India 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 2011-2012 Kuvempu University, Shimoga, Karnataka Computer science & Engg Specialization - Diploma in Computers 2000 -2003 Sandur College, Yeswanthnagar Karnataka R E F E R E N CE S References will be provided on request. . Page 4 of 4