Arun Barua_ITIL
- 1. ARUN KUMAR BARUA OBJECTIVE : To pursue a challengingcareer in a progressive establishment where the job responsibilities given; lead to an excellent career. EDUCATION Sept. 2001 BCA – Bachelor of Computer Application. Osmania University, Hyderabad. Apr. 1998 IPE - Intermediate Public Examination. A.V College. Hyderabad. Apr. 1995 SSC – Secondary School Certificate New Lilly Model High School – 1996 CERTIFICATIONS 1. ITIL Expert Certified - 2016 2. ITIL V3 Foundation Certified – 2008 3. ServiceNow Administrator (Infosys Internal) – 2015 4. Six Sigma σ Yellow Belt Certified – 2009 (HSBC) 5. IBM Certified Associate System Administrator - Lotus Notes and Domino 6/6.5 – 2007 Summary Arun brings in more than 14 years of IT Services experience with responsibilities as IT Service Delivery Manager, Middleware and Infrastructure Support including Enterprise Applications. Exposure to all industry segments in Technology, retail, and energy and banking & financial Services, Oil &Gas and Telecom domain. He has led and executed engagements in the realm of ITProcess and Service Management that included project management, Service Integration and Management (SIAM),ITSM Toolsets, solution design, implementation and also as a Environment Managers for Integration ofmultipletechnologies into a single platform for a MajorTransformation Project. He has also led projects involving process definition & tool deployment; and process maturity engagements He is ITIL® Expert level certified, a Six Sigma Yellow Belt certified and also a IBM Certified Associate System Administrator - Lotus Notes and Domino 6/6.5 and has thorough knowledge of COBIT framework, Scrum and Agile methodologies. He is also actively involved in the initiative on knowledge management for the practice to improve the knowledge reuseby establishing an activeknowledge repository. Experience of working at Client office based out of Germany and UK Specialties: Vendor Management, IT Strategy Consulting, ITSM Toolsets (ServiceNow, BMC Remedy, HP Service Manager) Consulting Implementation and Support,IT Governance, CIO Advisory, Stakeholder Management, Program Management Email: arunbarua.itsm@gmail.com Ph: +91 9160 754 234
- 2. WORK EXPERIENCE Company : Infosys Limited. Designation : Lead Consultant Duration : Jan 2012 – Oct 2016 ITIL Service Manager Experienced and result oriented professional in Infrastructure Management and IT Service Management (ITSM) with a focus to improve effectiveness of IT Infrastructure and Operations forbusiness results. Responsibilities as a practice lead forUKand Europeregion in IT Service Management process and tools portfolio in IMS vertical ofInfosys covering all aspects ofPractice Management - Solution development, Pre Sales, Program Management, Client Relationship Management, Alliance Management, Recruitment and People Management. Engagement with executiveleadership team for strategic organization process design including peopleprocess and resource management Financial management forthe practice and ensuring budgets aremanaged, controlled forthe development ofthe practice and organization Engagement with executiveleadership team for strategic organization process design including peopleprocess and resource management Providing support to the Managers, Seniorconsultants in efficient practiceofGovernance and performance management in accordancewith the organization procedures and policies Oversee critical priority projects and interact with clients to identify problem statements and execute tactical solutions. Ensure proper monitoring with the effective learning and resolve issues End to end responsibilityfor Organization Change Management Planning, adherence, approval, implementation and review ofthe same throughout the cycle Defining & Designing processes fordifferent services based on ITIL V3 framework Assessment of existing ITSM processes, benchmarking against industry standards & development of strategic ITSM roadmap for IT organizations. Identification and evaluation ofITSM platform requirements, capability evaluation across different tools and recommendation ofthe appropriate SM platform. Development ofIT Service Management solutions, ProofofConcepts (POCs) and Go-To Market solution offerings forInfrastructureTransformation Services practice. End to End Change Management process operations and delivery for a global beverage company Assortment ofbusiness requirements to articulate them into functional and technical requirements to build a fit- for-purpose solution that provides valueto the business Conduct workshops/sessions with the technical team fordetailed HLD and LLD documentations Actively participate, review and provide thought leadership as per business priority, review oftechnical design on enhancements, capability developments, code changes in PROD instanceand testing scripts End to end responsibilityfor Release and ChangeManagement Planning, adherence, approval, implementation and review ofthe same throughout the cycle Data Guard Configuration, Installing and Configuring Enterprise applications based on user, business and project requirements Extensive experiencein capacity planning, Designing the backup and recovery strategies rulesets and configuring the same to meet the SLA Responsible for supporting projects and successfully transitioning into BAU service support model. Responsibilities – ITIL Middleware, Applications and Infrastructure Support Providing support to the Managers, Seniorconsultants in efficient practiceofGovernance and performance management in accordancewith the organization procedures and policies Oversee critical priority projects and interact with clients to identify problem statements and execute tactical solutions. Ensure proper monitoring with the effective learning and resolve issues
- 3. End to end responsibilityfor Organization Change Management Planning, adherence, approval, implementation and review ofthe same throughout the cycle Extensive experiencein capacity planning, Designing the backup and recovery strategies rulesets and configuring the same to meet the SLA Responsible for supporting projects and successfully transitioning into BAU service support model. Identifying and managing associated transition risks, issues and dependencies. Ensuring Service Management standards and policies areunderstood and adhered to, building a standardised and repeatableapproach to the implementation of new orchanged services that is appropriate to the project size and complexity and aligned to the defined business requirements. Participate in Design thinking workshops for creation ofHigh Level Design (HLD) which will a construction for planning into a robust Service SupportModel Perform an estimation ofthe Service Impact to existing services and ensure that appropriate actions are documented, agreed and EnterpriseArchitectureteam is involved Ensure enterprise standardisation in terms oftools, process and technology is adhered Conducting timely review gates for Deployment cycles between Environments and there exist and documented process and run-books available for execution ofthe Releaseincluding code migrations and infrastructure configurations updates Where applicable ensure that an acceptance criteria is agreed, met and approved to deployinto PROD and DR environments. Responsible for chairing Warranty/Pilot/Early Life support calls fora time period and a soft handshakeis agreed before the BAU is achieved Tools, Technologies experience – - IBM Productsets such as BPM forProcess management, ODM for Rules Management, IIB forMessage Broker and IIS for Master Datamanagement, - PureApps softwarefor Platform build based on Patterns configuration - Oracle and DB2 for Database, VM ware ESXi, Service Management Lead– Infrastructure Delivery Coordinateschedule & usage forTechnical non-production Environments (Dev, Test and Non-Prod) & Toolset according to agreed ITIL processes (Incident, Problem, Changeand Release) Proactively identify &resolveany Environment usageconflicts & contentions. Coordinatewith multiplestakeholders for the provision, use and decommissioning of Environments & Test Toolset. Arrange & run various meetings/forums relevant to standardization of Environments and Toolset. Manage the forward schedulefor IPS Environments and Toolset usage by multiple projects/suppliers. Arrange & oversee impact assessments of IPSEnvironments before allocating it to the requestororwhenever there is a change in the IPS Environment ensuring sanity checks are performed. Coordinatewith IPS Support to progress IPS related tickets (e.g.incident, problem, change, requests, etc).Ensure that test environments are backed up regularly and restorations are verified. Embed process to ensure data-integrity across end to end environments as part of environment readiness. Deliver integration of environment management procedures with Project Management, IPS Support and Technical Environment Management processes Capacity planning and utilization, ensuring that riskand cost efficiency opportunities are effectively managed. Work with the IPS Environment Managerand customers to maintain a forward view ofdemand, and proactivelyworkwith stakeholders to influence demand to ensure alignment with feasible capacity. Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and futureneeds of the business. Assist with the diagnosis and resolution ofperformance- and capacity-related incidents and problems. Assess the impact ofall changes on the Capacity Plan, and the performance ofall services and resources
- 4. Responsible for environment License planning and utilization, ensuring that risk and cost efficiency opportunities are effectively managed. Ensure that new and existing services deliverthe levels ofperformance agreed with the business in servicelevel agreements and that there is sufficient ICT licenses to meet current and futuredemand. Produce & maintain an appropriate up-to-date License Plan, which reflects current & future needs of business. Provide advice and guidance to all otherareas ofthe business and IT on all IPS license related issues. Stay abreast ofToolset usage & ensure available tool licenses are being used effectively. Identify opportunities for moreeffective allocation of licenses, or reduction in license costs Company : HDPI – HSBC Data Processing India Ltd. Designation : Assistant Manager – Incident, Problem and Change Management. Duration : February 2006 – Dec 2011 Responsibilities Manage the recovery of IT services provided by GRIT Operations in line with agreed service levels 24x7. Understand the nature &impact ofthe incident,engage support and Relationship Management staff with the right knowledge & skills and quickly establish & implement a service recovery plan. Effectively contributeto the resolution ofIT Serviceincidents by developing a high level ofunderstanding ofthe technical infrastructure and IT Services delivered. Contribute proactively towards the development of the IT Incident, Problem and Change Management function. Recommend & implement changes to process & procedure to improve service availability. Inspire the confidence of senior IT & business management that GR IT can effectively and professionally manage majorincidents. Effectively communicate the nature& impact of the incident and the course of action being taken. Work closely with other HSBC group entities on Incident, Problem and Change Management to align best practices, process and tools to enhance improved service provision. Follow the GR IT Problem Management process. Undertake review ofincidents as required bythe DailyQuality Review, Major Incident or Incident Review, the Root Cause process or SIP or other service initiative. Ensure identified actions are managed through to successful implementation. Define the Problem Management process and procedures. Ensure they are executed effectively and they are auditable and SOX compliant. Continually improve the process keeping in mind group direction. Follow the GR IT Proactive Problem Management process. Ensure Trending and Analysis is undertaken, Service Health checks and Incident Lifecycle Analysis. Maintain up to date knowledge of the GR approach to Service Management, itself aligned to industry best practice as defined by ITIL. Provide technical support for HSBC employees across UK and other supported areas. Comprehensive troubleshooting on Laptops, Desktops, Applications developed and supported by HSBC. Supporting over 2000 applications in the HSBC environment. Demonstrate a good understanding of the helpdesk procedures and escalations and liaise with the respective support teams to resolve any query. Understand and investigate root causes of specific issues and reporting the same to any AMO Has been an active participant in increasing the Perception survey for the helpdesk from 13% in the month of September to 61% in the month of December. Attended New Project release Meetings with the Business Area and cascade the same to the team. Provide Training to the Team members on the New Projects for CWD and ensure awareness. Achievements Successful Migration of INM Service Desk Process was declared Business As Usual (BAU) in 7 months from its Go Live date. Awarded the Best AMO for the First Half (H1) of Year 2007. Successfully completed Six Sigma Yellow Belt Project which yielded a soft benefit of USD 70000.
- 5. Managed team strength of 24 FTE. Complimented for consistent Service Delivery by Business and GR Management. Accredited Call Coach from GSC. Awarded the Top Performer in CWD Helpdesk for the month of June, July & September ’06. Best Compliment CWD Process for the month of July, 2006. Company : ACCENTURE Designation : Analyst Duration : Mar 2003 – Feb 2006. Responsibilities Troubleshooting issues LAN, Wireless connection, Virtual Private Connection and Enterprise Remote Dialer. Troubleshooting and configuring issues regarding Microsoft Outlook. Helping employees to set up network printers and troubleshooting configuration issues 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. 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. Outlook 2003 –Accenture standard functional, technical, and troubleshooting support. Company name : Immaculate Interactions (INDIA) Ltd. Designation : Customer Service Representative. Duration : Nov 2001 – Mar 2003. Responsibilities Outbound calling for marketing cell phones tot eh US and UK clientele. Maintaining Service levels of the campaign Participating in team activities and contribute as a team player. Sending daily reports to the team leader PERSONAL INFORMATION Name : Arun Kumar Barua Father’s Name : Rajib Barua Date of Birth : 7th August, 1981 Mobile # : +919160754234 Sex : Male Religion : Buddhist. Permanent Address : Flat # 30, R & D Defence Enclave Sikh Village, Secunderabad – 500009. Telangana Nationality : INDIAN Languages Known : English, Hindi, Telugu and Bengali.