Arun Kumar Barua is an ITIL Expert certified IT service management professional with over 12 years of experience implementing ITSM processes and tools like ServiceNow. He has worked with major companies like Infosys, Accenture, and HSBC in roles like Lead Consultant, Service Design Manager, and Assistant Manager. Some of his responsibilities have included managing teams, implementing ITIL processes for clients, and architecting ServiceNow solutions. He has expertise in areas like ITSM, infrastructure management, and process improvement.

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