1. ARUN KUMAR BARUA
: 09160754234
: arunbarua.itsm@gmail.com
: Flat # 30, R&D Defence Enclave, Sikh Village, Secunderabad-500009, Telangana
~ ITIL EXPERT Certified Result Oriented Service Management Tools and Process Consultant~
ITSM Solution Design / ServiceNow / Service Design Manager/ IT Infrastructure Service Delivery
Dynamic Service Management IT service professional with proven domain expertise in ITIL, process improvement,
infrastructure and project / program management as well as leading the operations, working in multi-cultural
environment in India & Overseas (Germany and UK) and delivering sustained growth in challenging conditions
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Problem solver with a passion for technology; excels in grasping the big picture and intellectualizing, developing &
applying appropriate, practical technology / mix of ITIL technologies that meet business / service needs while
minimizing risks
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Worked with renowned groups like Infosys, Accenture and HSBC
P R O F I L E S U M M A R Y
 Dynamic career of 12+ years that reflectspioneering IT experience and year-on-year success in achieving IT Service
Management, Infrastructure Management and Process Improvement objectives
 Broad-based subject matter expertise in managing IT infrastructure service delivery by analysing, tuning &
implementing necessary changes in resource utilization as per the business priorities
 Resource management, Process Management , IT Risk Management, Setting up ITIL processes in an organization,
People Development ,Process development and Problem solving
 Consistent track record in implementation of ~10 ITSM processes for key clients through business development
of practice and by increasing service lines & capabilities
 Possess domains expertise in Technology, Retail, Energy and Banking and Financial Services
 Experience of managing cross-functional teams of 25 members by using interactive and motivational leadership
skills with an equal desire to win
 Conferred as Functional Consultant; adept in mapping requirements & leading the Project team of ServiceNow
Developers as well as architecting the transformation roadmap for a robust Service Management practice in
order to drive the value back to business
 Comprehensive knowledge of COBIT Framework, Scrum & Agile Methodologies, ServiceNow (LDAP, VPN,
SSL, UI Policy, integration, etc.)
 Strong understanding of ServiceNow Deployment (ServiceNow Express, ServiceNow Enterprise & ServiceWatch
Suite) into complex environments
 A forward-thinking person with excellent communication, analytical, leadership & time management skills;
exceptionally well-organized with a track record thatdemonstratesself-motivation & creativity to achieve corporate &
personal goals
C O M P E T E N C I E S
IT Service Management / ITIL Process Improvement Process Leadership
Gap Analysis IT Infrastructure Management Program Management
Strategy Planning IT Governance Financial Management
Budgeting Stakeholder Management Consulting / Advisory Services
O R G A N I S A T I O N A L E XP E R I E N C E
Jan’12-Oct’16 with Infosys Limited, Hyderabad as Lead Consultant
Key Result Areas / Assignments Handled:
As Lead Consultant:
 ITSM Practice – Service Lead for UK and Europe geography based out of Germany and London location
 Responsibilities as a practice lead for UK and Europe region in IT Service Management process and tools
portfolio in IMS vertical of Infosys covering all aspects of Practice Management - Solution development, Pre
Sales, Program Management, Client Relationship Management, Alliance Management, Recruitment and
People Management.

2.  Led as ‘Solution Architect’ for development of customized solution to client problem statements on ITSM
processes and tools as per the ITIL framework and industry best practices
 Project Managed complete delivery of multi-scale consulting assignment for key enterprise clienst in UK &
Germany related to ITIL framework, IT strategy, service management functions, processes and toolsets
(ServiceNow & BMC Remedy)
 ‘People Development and ‘Performance Manager’ for a team of Senior Consultant & Associate Consultant in
order to deliver assignment for several enterprise clients for ITIL, ITSM and process management functions
As ServiceNow Functional / Technical Architect:
 Project life-cycle operations right from initial kick-off through requirements analysis, design and implementation
of the key assignments within the stipulated timeframe
 Owner of ITSM track Project File – high and low level activities, milestone agreements, review, sign-off
including RAID logs and service acceptance criteria discussions in Project Board meetings
 Conducted several workshops for customers and identified business requirements and transforming them into
technical solutions for better snapshots (2 versions that can be understood both by technical and client
stakeholders)
 Acted as Functional Consultant-ServiceNow Toolset Implementation / Architect / Technical Consultant for
execution of enhancement project for approx. 4 global large customers (spread in more than 20 countries) and
operated from client locations in UK & Germany
 Involved in configuration & demonstrate solutions in ServiceNow platform during RFP / Solution orals process
 Maintained proper documentation for user stories for testing of the developmental work
 Responsible for various stakeholder communications that involved UAT, Release deployment sign-offs, training
& user enablement session, warranty support, etc.
 Ensured effective delivery at several stages right from problem definition, diagnosis, solution design, development
& deployment for company’ growth & excellence
 Worked as ‘single point of contact’ between Business and Technical Team
As Service Introduction / Service Design Manager:
 Spearheaded integration(ITSM track) of several technologies like Oracle, Web Services, IBM Data Power, ESX
Server, VM Environment and Custom Applications (SAP & non-SAP based) for global logistics organization
across more than 40 countries
 Participated as Service Delivery Manager, in “Design Thinking” Workshops for creation of High Level Design
(HLD) and Low Level Design (LLD) documents in accordance with Service Management policies and procedures
 End to end responsibility for warranty/pilot/early life support calls for accomplishment of BAU
As Service Management Lead–Infrastructure Delivery:
 Responsible for service support of technical non-production environments like Dev, test, non-prod and toolset as
per the ITIL process
 Managed the delivery of forward schedule of changes for IPS environment and toolset usage for various suppliers
 Provided IPS support for IPS related tickets such as incident, problem and change, requests
 Led the team of administrative functions related to integration of environment management procedure, IPS
support, technical environment management process and so on
 Rendered advice to business and IT teams on:
o IPS capacity related issue
o IPS license usages and certification issues
Highlights:
 Pivotal role in taking initiatives like:
o Centre of Excellence for ITSM transformation and capability building
o Thought Leadership for competency building and practice development
 Generated business for the company and improved growth of ITSM practice across UK & Northern Europe
through multiple down streams and created business opportunities of USD 1Million from a single account in 9
months (2015-16)
 Pivotal role in transitioning of BAU Service Support Model in 2016
 Experience of working in high value deals (~USD 100 million) RFPs & Solution proposals as solution owner for
ITSM track (Process and Tools) through Show & Tell and Custom Developed Tool Configuration to demo as
methods to demonstrate the solutions efficiently

3. Feb’06-Dec’11 with HDPI (HSBC Data Processing India Ltd.) as Assistant Manager-Incident, Problem and
Change Management
Key responsibilities:
 Supervised a team of 24 FTEs
 Responsibility for the management of recovery of IT service, problem, Change and Release management process
& procedures, coordination with senior IT & business management
 Interfaced with company’s various entities for Service delivery and Operation activities as per the best practices,
process and tool in order to enhance service provision
Highlights:
 Recognized for migration of INM service desk in 2008
 Bagged Best AMO Award for H1 in 2007
 Accomplished Six Sigma Yellow Belt Project to improve performance of the service desk, thereby received soft
benefit of USD 70k in 2008
P R E VI O U S O R G A N I S A T I O N A L E XP E R I E N C E
Mar’03-Feb’06 with Accenture, Bangalore as IT Analyst
 Provide administrator support for EMS Portal accounts, passwords, and user mailboxes. Assigning unresolved and
other issues accurately to Tier 3 Support using the Siebel application.
 Coordinating with supervisors, server team and other teams in investigating and documenting customer’s
problems being the primary point of contact.
 Working as a coach on the floor for the new technologists to get hands on experience and helping them in
resolving the above mentioned technical problems.
 Demonstrates a good understanding of the customer’s business needs and is able to achieve and maintain high
customer satisfaction ratings.
 Inherits and maintains product knowledge, business and professional skills by participating in on-the-job and other
training courses.
Nov’01-Mar’03 with Immaculate Interactions (India) Ltd., Bangalore as CSR
A C A D E M I C D E T A I L S
 BCA from Osmania University, Hyderabad in 2001
C E R T I F I C A T I O N S R E C E I VE D
 ITIL Expert Certified in 2016
 ServiceNow Administrator in 2014 (Infosys Internal)
 Six Sigma / Yellow Belt Certified – 2009 (HSBC)
 ITIL V3 Foundation Certified in 2008
 IBM Certified Associate System Administrator - Lotus Notes and Domino 6/6.5 in 2008
Date of Birth: 7th August 1981
Location Preference:Hyderabad / Bangalore / Pune / Ready to relocate basis on the opportunities
Languages Known: English, Hindi, Telugu and Bengali