1. Key Skills
IT Operations Management
Program Management / Consulting
Business Process Improvement
Service Delivery
Customer Relationship Management
Project / Program Management
Change, Problem & Incident
Management
People Management / Training &
Development
Quality Assurance
Result-oriented & visionary professional with a proven record of achievement in
conceiving & implementing effective ideas; targeting senior level assignments in
IT Operations Management / Service Delivery / Process Management / Program
Management / Consulting with a reputed organization
Profile Summary
Dynamic career of 12.7 years that reflects pioneering experience and year-
on-year success in Operations Management, Process Management,
Transition Management, Project Management and Service Delivery
Expertise in supporting in project operations including scheduling &
negotiation with clients as per SLAs and balancing work distribution to meet
deliverables & delivery as per given parameters
Also serving as Freelance ITIL,Prince 2 Soft Skill & Recruitment Corporate
Consultant for Adept Simplilearn, Practical Methods, Human Capital, Mind
Consultants and Alcamey
A strategic planner with proficiency in streamlining business processes,
defining continuous improvement processes & building powerful teams that
can conquer any obstacles
Acknowledged for recruiting and mentoring team members on Crystal
Reports, Quality Management, Effective Leadership, Presentation Skill and
Coaching & Feedback Workshops, Situational Leadership, Train the Trainer,
Interviewing and Team Conflict
A forward thinking person with excellent communication, analytical &
organizational skills; well organized with a track record that demonstrates
self-motivation & creativity to achieve corporate & personal goals
Career Timeline
Education
Graduate Diploma in Bachelor of Administration from IMST, Bangalore
in 2010
B.Com. from Periyar University, Salem in 2011
ANOOP SHYAMSUNDAR
anoop1537@gmail.com
+91-8884443318 / +91-8884443317
ConvergysIndia
Services as
Senior Customer
Care Officer
Aditya Birla Minacs
as Sr. Process
Associate-Problem
Management &
Quality
HP Global Soft
India Pvt. Limited
as TS 3 (Incident
Manager & Change
Manager)
Jan’07-Dec’07 Aug’08-Mar’09 Apr’09-Aug’10
Web Development
Company India Pvt.
Ltd. (Experis IT) as
ITIL Coordinator
(Change Manager)
Sep’10-May’11
Experis IT Private
Limited as Service
Lead / Service
Delivery Lead
Since Apr’15
HCL
Technologies as
Business Process
Consultant Lead
Apr’12-Sep’14

2. Certifications / Trainings
Work Experience
Since Apr’15
Lean Six Sigma Management Certified (from Benchmark) in Jan’11
Six Sigma Green Belt Methodology Certified (from Benchmark) in Jul’10
ITIL Foundation 2010 & 2011 from TUV, APMG accredited ITIL Intermediate
Life-cycle Module ST, SO, SS, SD, CSI, ITIL Expert (Managing across Life-
Cycle) 2013 Certified
Accredited ITIL Trainer from EXIN, TUV Certified Examiner through
Peoplecert
ISO 27001 Trained
Prince 2 Certified
HCL Technologies, Chennai as Business Process Consultant Lead
Role:
Working as Service Delivery Manger since Nov’15:
o Leading day-to-day operational management (Application &
Middleware), IT Infrastructure Management and Service Delivery for a
critical account with 350 Million Dollar business in EMEA region to ensure
achievement of SLAs, resolution of issues (that impact individual &
overall team performance and customer satisfaction)
o Serving as Single point of contact (SPOC) for all service lines / technology
and managing end-to-end service within the defined scope for effective
provision of Service Level Management
o Creating & verifying the SLA, OLAs & Underpinning Agreements for
meeting committed SLAs
o Liaising with Global Service Delivery & Multiple Cross-Functional Teams
(both internal & client groups) to meet business & customer objectives
o Driving major incidents to closure (on-call 24/7/365 for the same)
o Actively chairing CAB as agreed with customer or Sending Team
o Gaining approval for budgets & funding through governance processes
o Conduct weekly & monthly service reviews to secure sign-offs / artifacts
for delivered service levels with key customer & HCL personnel
o Providing proactive feedback on service delivery issues and escalating
the same to Account / Senior Management in a timely manner
o Interfacing with ITIL service management process owners & managers,
managed services, architects and other stakeholders
Leading the end-to-end execution of project activities:
o Identifying all activities and resources required to deliver the project or
workstream involving creation / maintenance of the associated delivery
& transition plans
o Liaising with business lines & functions (operations, HR, Learning and
Development, Operations, Risk & Compliance, Information Security,
Planning & MI and IT) on training, recruitment and system requirements
for projects
o Assisting Project / Program Manager (s) with project status updates for
medium to large scale process transition or migration project plans
Responding to RFIs and RFPs through appropriate inputs
Performing POC based on requirements using BPM Tool
Providing training to Prime PMG Internal Team, customers and partners
Preparing tools used by pre-sales professionals including presentations,
demonstrations and demonstration scripts
Ensuring that the:
o Optimal fit between people, process and technology (tool)
o Quality reports are produced, distributed & utilized
Taking a ‘helicopter view’ and assuring effective integration between specific
process and other service management processes
Keeping itself informed about development in business of Reuters and new
ICT & / or ITIL activities
Analyzing the proposed changes in process & governance structure;
executing improvement in the tool, process, steering mechanisms & people
Participating in board level management meetings to assess the impact of
organizational decisions on process environment
Service Delivery
Project Management

3. Apr’12-Sep’14
Service Delivery
Highlights:
Provided thought leadership & technical management in defining,
implementing, ensuring, measuring & continuous improvement of ITSM
process with quality standards, frameworks & practices
Spearheaded large scale projects ranging INR450 Crores / US$ 6.5 Million
including program governance, risk management & offshore / onshore
development
Recipient of 16 Award for delivery excellence and DQA
Helped the client in achieving cost savings of 480k Dollars
Successfully closed 4 KCO Audits, 2 SOX Audits, 4 Deep Dive Audits and 1
Corporate Audit
Recognized as “one of the few top raters” since 2014
Experis IT Pvt. Ltd., Bangalore as Service Lead / Service Delivery Lead
Role:
Headed teams for running successful process operations & developing
procedures & service standards for business excellence
Supported Key Application & Infrastructure Projects including CRM, AT&T,
Network, Ally Financial, PWC, Dun & Bradstreet and Royal Bank of Scotland
Acted as Spoc for customers and sent GEO delivery units; recognized for
managing service delivery for 1 or more client accounts
Rendered expert security compliance & risk management support /
consultation in adherence with IBM Security & Compliance Guidelines and IT
Corporate Standards (ITCS 104)
Executed project management activities related to new business transition,
application deployment, decommission of servers, deployment of new
hardware, platform migration & application upgrade
Translated customer requirements into working instructions for effective
delivery; drafted Procedure & Agreement Documents (PAD), Document of
Understanding (DOU) and Service & Support Guides
Liaised with various support teams spread across Europe including
Application Support, Middleware (DB, WAS & MQ) & Infrastructure
(Mainframes, AIX, Linux and VMware)
Led the finalization of project requirements and resource planning; played a
major role in achievement of functional & business objectives
Managed incident, problem & changes for the portfolio; rendered expert
problem management support to difficult & major incidents, critical problems
and high profile customer issues
Performed root cause analysis and ensured that the corrective action plan
was followed through with any learning applied for future benefit
Ensured security & compliance for the portfolio; provided expert security
compliance management support / consultation in adherence with IBM
Security and Compliance Guidelines to IT
Stretch Projects / Assignments Handled:
Title: Bridge Management Program
Period: Sep’12-Apr’13
Key Result Area:
Developed a comprehensive bridge management module for technical
resolver groups within IBM, thereby helping them to understand their
expectations during technical bridge calls and addressing the Incident
Management Best Practices
Title: Process Hardening
Period: Sep’13-Jan’14
Description: It was executed across Incident Management for SM India SSM. It
was aimed to clearly define & document various activities & deliverables along
with default procedures for all process steps in major incident management. It
would assist in standardized best practice delivery.

4. Sep’10-May’11
Previous Experience
Apr’09-Aug’10
Aug’08-Mar’09
Jan’07-Dec’07
Jun’06-Jan’07
Jan’03-Jun’06
Personal Details
Title: Client Briefing Capability Deck
Key Result Area:
Enhanced the service management capability involving service management,
client & industry profiles, success stories, problem statement, attrition,
analysis & approach towards the problem, trainings & certification, solutions
identified, & so on
Web Development Company India Private Limited (Experis IT),
Bangalore as ITIL Coordinator (Change Manager)
Role:
Managed all operations related to RFC & its successful implementation to
ensure that appropriate authorization was gained before a change deployed
Prepared a change management approach based on situational awareness
of the details of change & engagement with diverse stakeholders
Organized CAB meetings and ensured that changes were implemented in the
relevant environment
Highlights:
Contributed in successful transition of Ally support to IBM India from GMAC
Organized training for team members on Communication Skills & Refresher
on Call Processes Top Call Drivers that pushed the customer experience up
HP Global Soft India Private Limited as TS3 (Incident & Change
Manager)
Highlights:
Attained transitioning of Mobily Fixed Services Network & ISP to Operations
Acted as Team Member of the project for migrating Remedy Ticketing System
to Seibel across entire KPMG
Designed & developed OLA for inter-department purpose
Successfully introduced the auditing of tickets
Aditya Birla Minacs, Bangalore as Sr. Process Associate-Problem
Management & Quality
Convergys India Services, Bangalore as Senior Customer Care Officer
Highlights:
Contributed in transitioning of Microsoft Internet Access-MSNIA Process
Led the successful implementation of CI Continuous Improvement Project on
Customer Satisfaction with Microsoft Program; worked as Team Member of
projects on CSAT Improvement, Report Standardization for Quality & CSAT
Scores Improvement and Lifestyle Management to reduce attrition and
improvise on food & facilities to agents
Improved call quality & CSAT scores from 47%-75%
Received Star of the Month, CSAT Coordinator and Star of the
Quarter Awards (multiple times)
Recognized as “One amongst 100 Best Team Managers” for improving the
agent productivity
Bagged Champion “Powered by People” Award in 2006 & 2007
VB Associates, Bangalore, India as Verification Executive
Artha Health Options, Bangalore India as Tele-caller
Date of Birth: 20th June 1988
Address: #65 Abhignya, 1st Main, 1st cross RHCS Layout, Anapoorneshwari
Nagar, Near Nagarbhavi BDA Complex, Bangalore-560091
Languages Known: English, Hindi and Kannada