Consultant process freelance : Derniers profils inscrits et nouvelles missions mises en ligne

Exemple de missions de Ramesh Jalari,
Consultant process habitant le Morbihan (56)

Summary
Major Incident & Problem Management
Escalation Management
Team Management
Project management

Professional Qualification
MCITP Microsoft ceritified IT professional Microsoft Certification ID 8725282
ITIL V3 Foundation
ITIL Intermediate Service Design, Operation and CSI
PRINCE2 Foundation and Practitioner

Work Experience Summary
Duration Organization Designation
1. February 2016 - Till date Tata Consultancy Services Process Consultant
2. September 2010 Feb 2016. MindTree Pvt. Ltd. Major Incident Manager
3. June2007 September 2010. Sutherland Global services Windows Admin

Work Experience Detailed
Organization Tata Consultancy Services
Duration February 2016 till date
Designation ITIL Process Consultant

A dynamic ITIL certified Service Management professional with around 8 years of relevant experience in IT Service Operations, Process Implementation, Infrastructure Service Management, Service Transition, and Vendor&Client Relationship Management.

Impressive track record in managing Service Operations Incidents, Problems and Changes for mission critical services, where the role demands leadership, ownership and a close liaison and interaction with customers and internal support teams, often on a cross functional matrix basis to ensure best results are achieved.

Exposure & experience in ITIL process implementation & operations ITIL processes of Service Operations and Service Transition using tools like BMC Remedy 7.6 suite, dbSymphony, ServiceNow etc. Effective in developing, transitioning and customizing ITIL processes that includes complete as-is assessment Gap Analysis , process definition, design, planning, operations and transition along with offering comprehensive & innovative solutions in line with guidelines specified by client.

Demonstrated excellence in ensuring client/customer satisfaction & coordination with an objective to maintain fruitful relationship and attain organisational/business goals and objectives. An effective leader with distinguished abilities in training Multi-functional Teams across different locations to evolve and maintain deliverable as per SLA Service Level Agreements and KPI Key Performance Indicators .

Excellent Communication and Interpersonal skills with ability to deal people at all levels in an organization and manage multiple assignments efficiently.

Organization Mind Tree Limited, Bangalore
Duration September 2010 till date
Designation Service Management Incident, Change and Problem

Job Responsibilities
Major Incident Manager
Handling all P1, P2 tickets as per MIM standard.
Starting conference call with internal & external when an outage is declared.
Working with user base & client to understand pain areas and provide solution e.g RCA process and documentation and end to end implementation. both as Proactive & Reactive models.
Preparing Metrics for Monthly SLA reviews/meetings and representing Operational Reports.
Scheduling and Representing Dashboard meetings, Monthly reviews & audits internally with senior management to suggest on improvement plan as per Lean methodologies.
Co-coordinating with Vendors, 3rd Parties for Priority Issues and prepare action plan e.g RCA closing, Risk Letter Circulation etc.
Working on Risk Management for Mitigation Plan as an outcome of any Problem Tickets.
Create and design process documents e.g Problem Management Process Document with process flow .
Contribute on KEDB with Problem Log, Resolution and Approval.
Manage total lifecycle of all problem tickets till closure.
Contribute on KEDB with Problem Log, Resolution and Approval.
Create RCA document, gather inputs, send to SDM and client for approval.
Make proposal to management and client post RCA to implement permanent fix.
Send problem data and report across towers, leaders, management and client.
Help towers and technical groups to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
Ensure SLA is met for all problem tickets and RCA is delivered within agreed deadline.
Problem Management process ownership, execution & compliance regulation
Root Cause Analysis process ownership with focus on long term remediation
RCA investigation, review & remediation for Sev1 & Sev2 Incidents

Problem manager
Availability Reporting and Service Level reporting for Sev1 and Sev2 Problem records.
Tracking and reporting on full RCA & CAP Corrective Action Plan compliance.
Escalation ownership, liaising with IT heads around pending RCAs & problem remediation
RCA/CAP quality control ensuring correct classification for proper reporting of actionable items
Leverage of Global IT operations review calls, CSI meetings, daily & weekly CAB

meetings to drive proactive & reactive problem management
Problem management tool improvements, aligning Problem management process revisions to ServiceNow implementation

Tools worked upon BMC-Remedy, HP-ITSD, Service Now,Cs-Spectrum, solarwind, Broker, Tivoli, HPDP, MOM, Dell-IT Assistance, HP-System Insight.

Core Competencies
Problem Solver Identifies patterns and can help develop solutions.
Self-Aware Aware of impact on others aware of strengths and weaknesses.
Collaborative Encourages a participative process has a win-win orientation.
Adaptable Capable of adapting to others and new situations flexible can handle multiple tasks.

Position Duties
Service Delivery
Respond to client cases by researching, reading and applying critical thinking in attempts to resolve customer problems
Apply various troubleshooting methods to track down complex technical problems
Manage and update customer cases through tools or call when appropriate
Participate in the on-call rotation
Perform tasks related to provisioning and maintaining a client virtual environment such as adding resources, assisting with
Licenses, setting up backup jobs, etc.
Create and update documentation/procedures for Client Services

Client Communication and Engagement
Identify opportunities to enhance the overall client experience and ensure client satisfaction
Conduct client meetings and serve as a point of escalation
Provide written communications to clients on status of services and/or service disruptions
Develop a client outreach program to solicit client feedback

Trainings attended
Incident Management
Windows Server 2008 R2
VM VSphere
ITIL V3
ITIL Intermediate SD,SO & CSI
PRINCE2 foundation and Practitioner

Educational Qualification
Bachelor of Engineering Electrical and Electronics engineering with 61 fromS.A.Engineering 2007 , Anna University.
Higher Secondary Certificate from Vijayantha Model higher secondary school, chennai in 2003. Secured 70.00 marks.

Personal details

Date of Birth 16th July
Passport No G8788507
Marital Status Married
Languages Known Hindi, English, Tamil, Telugu and Kannada
Hobbies Driving, Collecting booksand music

Declaration

I declare that the above information is correct to best of my knowledge. I take complete responsibility if any of the information is found to be incorrect.

******** Ramesh Jalari
Date
Place Bangalore , India