Saurabh_Mahajan_CV
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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.
Saurabh_Mahajan_CV
- 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