The document provides a resume for Saurabh Mahajan outlining his professional experience in IT service management, project management, and quality assurance. It details his various roles and responsibilities across different organizations, as well as his certifications in ITIL, PRINCE2, and PMP. The resume highlights his skills in areas like incident and problem management, change management, and schedule management.

1. 1
Saurabh Mahajan Email: saurabh.s.mahajan@gmail.com
PMP, ITIL (F) (SO) (ST), PRINCE2 (F) https://iamsaurabhsite.wordpress.com
Contact: +91 - 9823265329
Career Objectives
To become part of a challengingorganizationthatprovidesopportunitiesinthe fieldof InformationTechnology&
InformationSystemswithactive interestinthe fieldof ITService Management, ProjectManagement andbusiness
analysis.
Professional Profile: 8 years of total experience.
 CertifiedProjectManagementProfessional (PMP) andPRINCE2with3.5 yearsof experience in planningand
executingwithwaterfallandscrummethodology.
 Certified ITILProfessional with 8yearsof experience inservice operation and5 yearsof experience in service
transition.
Key Skills:
Service Management- ITIL CertifiedinService Operation
and Service Transition
Incidentand ProblemManagement
Change and ConfigurationManagement
Capacityand AvailabilityManagement
Project Management - Project Management
Professional (PMP) and PRINCE2 Certified
IntegrationandStakeholderManagement
Schedule Management
Qualityand TestManagement
Operational RiskManagement
RequirementAnalysisandSolutionDeployment
Educational Qualification
 CompletedSSCin1999 with82%
 CompletedDiplomainIndustrialElectronicsin2003 with76%
 CompletedBachelorsof EngineeringinComputerScience andEnggin2007 with66%

2. 2
Tools
IncidentandProblemManagement ServiceNow/JIRA
Change and ConfigurationManagement IBM Rational TeamConcert
Software ConfigurationManagement IBM Rational ClearCase
Schedule Management MicrosoftProjectPlanner& Microsoftoffice Visio
QualityandTestingManagement HP-ALM
Scripting Python
Professional Highlight
Organization : AtosIndiaLtd
Role : Tech Lead / Service DeliveryLead From : Feb 2013 – Till Date
 Workingas service deliveryleadfora1 MillionEurotool supportprojectbasedonT&M contract basis
 MaintainingstabilityinService Operations,allowingforchangesinscale,scope andservice levelstomaintain
SLA levels above98%on monthlybasisandoperational integrityof the technologiesandservicesprovidedto
usersacross IndiaandEurope.
 Preparingservice catalogue forincorporatingnew serviceswithinthe projectservice gamutand charging
projectsbasedonthisservice catalogue forincidents,service requestsanddevelopment.
 Responsibilityof ApplicationManagementandhandlingof enhancementrequeststothe existingtool features
basedon DevOpsmodel whichinvolveshandlingteamof 20 memberswithresponsibilityof development,
testing,infrastructure andsupport.
 FacilitatedRelease Planning,SprintPlanning,Backlogupdating,andRetrospective meetings asperScrum
methodology forJavaand.Nettechnology.
Organization : PersistentSystemsLtd
Role : SeniorSystemsEngg /Technical Support From : Aug 2011 – Feb2013
 Day-to-Dayresponsibilitiesinvolveperformingactivitiesinareasof service operation,service transition,and
continuousservice improvement.
 Software Configuration ManagementwithproductsupportforAccurevclientinvolvingdeployingof the SCM
tool as accordingto the client’sneedson-premise oroff-premise.
 Developingtestcasesandexecutionof thesetestcasesforthe new productreleasesandworkingonallied SCM
toolswiththe helpof pluginsdevelopedspecificallyforAccurevtool.
 Understandthe requirementsandinteractwithproductengineeringteamandenduserstoanalyze business
requirementsandfunctional specificationsof the product.
 Design,develop,andimplementprocesses,systems,andtechnologytosupportandenhance the technical
supportfunction,includingworkflow andincidentmanagement.

3. 3
Organization : Syntel Ltd
Role : AnalystProgrammer/IBMRational Support From : Nov 2007 – Aug 2011
 DeployedClearCase 7.0withUCM inWindows environmentformore than400 users.
 Provide ClearCase implementations,DevelopmentTool Integrations,andupgradestoexistingClearCase
environments tokeepthe projectdevelopmentteamsupdate withthe latestsoftware developmenttools.
 DevelopedTestCasesbasedonRequirementSpecificationsandDesignDocuments andexecute testcasesfor
application.
 Fix patch deploymentforserversandrational toolsandregressive testingtomitigate securitybreach
possibilities.
 Managing userprivilegesaccordingtoLDAPauthenticationtoalignuserauthenticationtocentral domain
network.
Professional Exposure inService andProject Management
Incident and Problem Management
 Restoringnormal service operationasquicklyaspossibleandminimize the adverse impactonbusiness
operations,thusensuringthatthe bestpossible levelsof service qualityandavailabilityare maintained.
 Responsibilitytoidentifypotential improvementstoservicesbyunderstandingwhatconstitutesanincident.
 Identifyadditionalserviceortrainingrequirementsduringhandlingof incidentsbyservicedesk.
 Developingresponse andresolutionSLA level agreementsbasedonincidentpriorityandimpactand
implementingthe same inthe service managementtool.
 Handlingof functional andhierarchical escalationsforincidents.
 Planningandtestingthe resolutionbefore beingimplementedinproductionenvironment.
 HoldingweeklyKPI reviewmeetingstocheckforall the incidentsraisedandupdatingthe information
managementsystemforthe KEDB.
 Reviewingfeedbacksreceivedafterincidentclosure.
 Detectingoccurrence thathas significance forthe managementof the ITInfrastructure orthe deliveryof IT
service andevaluationof the impactanddeterminethe appropriate control action
 Facilitatingwaystocommunicate operational informationaswell aswarningsandexceptions
 Detectionof incidentsandassigningittothe appropriate groupforaction before anyactual service outage
occurs
 Monitoringeventsthatsignifyregularoperationandthatsignifyanexceptionthusprovidingbasistocompare
actual resultstobaseline results.
 Focusingoneventcorrelationandexecutingacorrespondingresponse
 Monthlyreviewof significanteventsorexceptionsandresultingresponses.
 Maintainthe informationsystemtoupdate eventreviewsonmonthlybasis.

4. 4
 Responsibilitytopreventproblemsandresultingincidentsfromhappening,toeliminate recurringincidentsand
to minimize the impactof incidentsthatcannotbe prevented.
 Responsible forensuringthatthe resolutionisimplementedthroughthe appropriate control procedures,
especiallyChange ManagementandRelease Management.
 Maintaininginformationaboutproblemsandthe appropriate workaroundsandresolutionsinKEDBform.
 Reviewof proactive andreactive problemmanagementticketsonweeklybasis.
 Categorizationof problemticketsarisingfromeventandincidentmanagementorraisedbyuserat service desk.
 Workingon findingof resolutionbyuse of Chronological analysisandishikawadiagrams.
 Determiningtrainingforservice deskandtechnicalstaff basedonthe resolutionforaproblemticket.
Change and Configuration Management
 Planningforchange managementincludingbudgeting required forthe transitioninservice.
 Assessingnecessarychanges(proactive)to minimize the severityof anyimpactanddisruption.
 Recordingchangestoservice assetsandconfigurationitemsinthe ConfigurationManagementSystem.
 Trackingchangesthrough the workflowmanagementtool.
 Involvedinthe change control meetingforapproving,rejectingoracceptingthe change submitted.
 Conductinganend-to-endimpactanalysisarisingfromthe change andpresentingittothe stakeholders.
 Managing andresolvingincidentscausedbychange.
 Conductingreview meetingstomonitorthe change managementKPI'slike MTTR.
 Conductingindependenttestingandevaluationof change asperthe organizational change managementplan.
 Planningappropriate forcapacityandresourcestorelease,test,anddeploynew orchangedservice into
production.
 EnsuringService Transitionissues,risksanddeviationsare reportedtothe appropriate stakeholdersand
decisionmakers.
 Identify,manage andcontrol the risksof failure anddisruptionacrosstransitionactivities.
 Schedulingthe transitionactivitiesinMPPalongwiththe dates,time estimates andresourcesinvolved.
 Qualityreview of all ServiceTransition,release anddeploymentplans.
 Conductingandmonitoringposttransitionshadow sessions.
 Planningforhandover,acceptance test,training,disasterrecovery andassetacquiringandproduction
environmentsdeployments.
 Responsible forIdentifying,controlling,recording, reporting,andauditingservice assetsandconfiguration
items,includingversionsandbaselines.
 Account,manage and protectthe integrityof service assetsandconfigurationitemsbyensuringthatonly
authorizedcomponentsare usedandonlyauthorized changesare made.
 SupportefficientandeffectiveServiceManagementprocessesbyprovidingaccurate configurationinformation
to enable peopletomake decisionsatthe righttime,to authorize change andreleases,resolve incidentsand
problemsfaster.
 Minimize the numberof qualityandcomplianceissuescausedbyimproperconfigurationof servicesandassets.
 Providingvisibilityof accurate representationsof aservice,release,orenvironmentthatenable better
forecastingandplanningof changes.
 Monthlyauditto have betteradherence tostandardsandorganizational obligations.

5. 5
Capacity and Availability Management
 Monitoringthe performance andthroughputorloadon a serverandperformance analysisof measurement
data, includinganalysisof the impactof new releasesoncapacity.
 Understandingthe demandsonthe service andfuture plansforworkloadgrowthandtuningof activitiesto
ensure the mostefficientuse of existinginfrastructure.
 Capacityplanningof storage,computerhardware,softwareandconnectioninfrastructure resourcesrequired
oversome future periodof time.
 Provide capacityandapplicationsizingplansforbusiness,service andresource capacityactivities.
 Performperformance monitoring,analysisandtuningactivitiesandinitiate Implementcapacity-relatedchanges.
 Monitornumberof incidentsrelatedtocapacity/performanceissuesandnumberof SLA performance targets
misseddue tocapacity.
 Reviewingcapacityreportswhichprovideinformationrelatedtoservice andresource utilizationand their
performance.
 Detectingoccurrence thathas significance forthe managementof the ITInfrastructure orthe deliveryof IT
service andevaluationof the impactanddeterminethe appropriate control action
 Facilitatingwaysto communicate operational informationaswell aswarningsandexceptions
 Detectionof incidentsandassigningittothe appropriate groupforaction before anyactual service outage
occurs
 Monitoringeventsthatsignifyregularoperationandthatsignifyan exceptionthusprovidingbasistocompare
actual resultstobaseline results.
 Focusingoneventcorrelationandexecutingacorrespondingresponse
 Monthlyreviewof significanteventsorexceptionsandresultingresponses.
 Maintainthe informationsystem toupdate eventreviewsonmonthlybasis.
Integration and Stakeholder Management
 Facilitate scrumeventslikedailyscrummeetings,sprintplanning,sprintreview andretrospective meetings.
 Generate workperformance reportsmentioningthe KPI'sforservice deliveryasperthe contract executionplan.
 Manage,track and update risksandimplementriskresponseactivitiesasperthe riskregister.
 Manage stakeholdersandtheirengagementonall critical service deliveryissues.
 Track and communicate team velocityandsprint/releaseprogress.
 Updatingthe Change logand communicatingthe same tothe stakeholdersonmonthlybasis.
 Tracking,reviewing,andreportingthe progresstomeetthe performance objectivesdefinedinproject's
Operational DeliveryPlan.
 Invoicingonmonthlybasisforthe ticketsreceivedbasedonservice catalogue.
 Performingstakeholderanalysistodetermine the wayandfrequencyof requiredprojectinformationtobe
circulatedandmake sure the informationiseffectiveandefficient.
 Determiningthe communicationframeworkto sendandreceive requiredprojectinformationreportamongthe
stakeholders fordecisionmakingpurpose.

6. 6
 ConductweeklymeetingsbetweenSME'sof Asiaand Europe regiontounderstandexpectation, requirement
and issueswhichcanbe handledbefore anescalation.
 Update and track the resolutionof issuesinissue lograisedbythese SME'sinthe weeklymeeting.
 Update and track the stakeholderregisterwiththe level of interestandinfluenceshownbythe stakeholderson
monthlybasis tounderstandlevelof involvement.
 Update the inductionplanforthe projecttoinclude stakeholderintroductionidentifyingbetweenfrontand
back office tounderstandthe projecthierarchy.
 Publishingall change andconfigurationupdatestorequiredstakeholdersasperthe determinedcommunication
frequency tokeepthemupdatedonthe changes.
 Utilize Agile Scrumpractices andremove impediments tohelpthe scrumteamincrease theirvelocity
Schedule Management
 Successfullycompleted schedulingfor4FTE's for300 hoursfor transitioningbiddingtool intosupportand
development.
 Definingandsub-dividingactivitiesnecessaryforcompletionof the WorkItems.
 Planningmeetingswithteammemberstogainbetterinsightintotaskdetails tocreate schedule more
efficiently.
 Planningforresourcesforthe activitycompletionasperthe resource availability.
 Planningthe activitysequence byusingPDMandCritical PathMethod.Estimating durationbasedonanalogous,
parametricand three-pointestimation.
 Definingthe sequencedactivitiesinMPPforproducinganetworkdiagram.
 Publishingthe schedule planamongstakeholdersandholdingweeklyreviewmeetingstotrackprogress.
 Lookingforopportunitiestoplanforschedule compressionorexpeditingbasedonworkinformationdatafrom
reviewmeetings.
 Basedon change inschedule planpublishingandupdatedschedule forecasttoconcernedstakeholders.
 Analyzedandmaintainedall reportedprojectactivitiesemphasizingitemssuchasScope Variations,Slipped
Tasks,UpcomingTasks, andActual Hoursvs. PlannedHours.
 Collaboratedwithprojectteamstoensure schedulesare accurate andensuredthatall the changesandtheir
impactsare accuratelyreflectedinschedules
 Involvedin creatingprojectWBS, resource allocation tocreate andmaintainschedules.
Quality and Test Management
 Conductingqualityawarenesstrainingforprojectteaminvolvingeducationoncostof qualityonhalf yearly
basis.
 Preparingquality checklist, qualitymetrics,Testcasesandregressiontestingplan tobe maintainedandfollowed
by the team. Thisincludesregressionanalysisforverifyingvariabledependency.
 Involvedinqualityauditsundertakenbythe organizational qualityteamfocusingoncommunication,service
delivery,documentationandtrainingplanstocheckfor nonconformity.
 Weeklymonitoringof feedbacksreceivedfromclientforworkitemsandticketsresolvedandtakingnecessary
actionsto resolve anyqualityissueif identified.

7. 7
 Categorizationof qualityissuesandpresentingtheminmonthlyqualitymeetinginformof Paretodiagramsto
focuson vital qualityissues.
 Aligningthe qualityissueswiththe continuousservice improvementplan.
 Aligningthe qualityprocesswiththe LeanManagementandpercolatingthe principleof doingthingsrightatthe
firsttime.
 ExperiencedinmanagingSDLC,STLC,Functional,SystemIntegration,UserAcceptance andRegressiontesting.
 LeadingClient/ServerandWebbasedtestingbyplanningforTestCase Design,ExecutingTestCasesand
Reportingthe Bugs.
 PerformingFunctional Testing,SanityTesting,Smoke Testing&RegressionTesting.
 LeadingDefectmanagement,dailydefectstatuscallswithclient&developmentteamalongwithwalkthroughs
to businessanddevelopmentteam.
 Ensuringtimelypreparationandexecutionof projectdeliverable like Testcases&testscriptsUse case & Test
scenarios.
 Coordinatingandmanagingthe weekly/monthlyreleasesof webandapplicationproducts.
 Coordinatingwithdevelopersfordefectsresolution.
Operational Risk Management
 Conductingdetailedriskassessmentsbyanalyzingriskregisteronweeklybasistoproactivelymanage
developmentandoperational risks.
 Conductingdetailedriskassessmentsbyanalyzing projectdocuments, contractanddeliveryplansandreports.
 Implementkeyindicatorstoasses,prevent,eliminateandmitigate exposureandimpactof operational risks.
 Provide datainform of projectKPI'sfor decisionmakingtoseniormanagementontakingdecisiontotackl e risk.
 Prioritize andmonitorhighprobability - highimpactriskonregularbasisand update the riskregister.
 Workingon developingBusinessContinuityPlan(BCP) toavoidormitigate the impactof riskoccurrence.
 Work withthe auditteamto uncovertechnical andoperational riskandclose the agreedpointsonregularbasis.
 Ensure the availabilityof informationrequiredinunderstandingRiskManagementindomain.
 To demonstratescompetence,control andqualityresultsinRiskManagementatan operational level withinbids
and delivery
 Collectdataand analyze trendscomparedtobaselines,targets,SLAsandbenchmarkstosettargetsfor
improvementinefficiency,service qualityandresource utilizationthroughoutthe entire service lifecycle.
 ImplementingimprovementsbyusingDemingcycle of Plan-Do-check-Actand7-StepImprovementProcess.
 Identifyingstakeholdersandunderstandingtheirrolesandresponsibilitiesinprojecttoplanforgathering
complete,clear,correct,andconsistentrequirements fromthese stakeholderswhichlaterisusedforprioritizing
requirementsbasedonMoSCoWanalysis.
 Usingelicitationtechniqueslike documentanalysisof ODPtounderstandcurrentwayof workingand
brainstormingtocollectplausiblesolutionsthose canbe deployed tomitigate riskimpactondeliverables.
 Documentingstakeholderconcerns,risk,assumptionsandconstraintswhichwill be discussedwithstakeholders
to maintainconsensusamongstakeholdersregardingthe overall solution scope thatwill be implemented.

8. 8
Appreciations, Awards&Certification:
 Receivedacertificate forcommitmentexhibitingproactivenessthathelpedresolve the supportproblems.
 AppreciationforimplementingaGBU-practice level dashboardwhichgives360degree view of the tool usage
across Atos.
 InitiatedandimplementedaResource TraceabilityMatrix template totrackhumanresource detailsatproject
level.
 Appreciationforwritingpapersonbelowtopics
 ROI onClearCase
 Social Mediaand SupportService
 IntegratingPrince2andITIL
 AppreciationformaintainingSLA levelsabove 99% for consecutive 3months
 Receivedappreciationfromseniormanagementforobtainingleanscore of 4.16 withtarget of 4.00
 Have receivedratingof 5/5 for handlingcustomerescalationsandin CustomerSatisfactionSurvey
Personal Profile:
 Date of Birth : 20th Dec 1982
 Gender : Male
 Marital Status : Married
 PassportNo : G5168114
SaurabhMahajan