Ananda Kumar B V Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

Bengaluru, Karnataka, India

Leads ITSM for IBM India - ITIL consultant, Senior Manager

Bangalore

Incident Management process owner for India SM

Bangalore

People management was the main responsibility.Secondary to that was ensuring daily operations related to Incident Management were handled smoothly, which included resource management.GDF implementation and consistent penetration was one of the key responsibilitiesAlso was leading few critical Incident Management projects... 1. Bridge Management Program2. Procedure Hardening3. Run book standardizationAnother critical part was hiring the right skillsets to support Incident & Major Incident Management. Also involved with upskilling of key resources

Leading a team of 30 professionals [Incident, Problem, Change Managers and Service Leads].Focus was mainly on improvement of daily operations; with attention to better way of performing the same tasks.At a later stage, had responsibility of implementing GDF [IBM version of Lean] across IBM Global Accounts.

Responsibility towards:1. Requirement gathering from the client and Sending Geography2. Solutioning the total required head count to perform the agreed upon work3. Setting up the process [Incident, Problem, Change, Release, Configuration and Service Activation & Deactivation] based on the initial gathered requirements4. Building a KT planner to ensure smooth transition5. Sharing India IBM's requirement and expectation from Sending Geo6. Ensuring all required Knowledge Transfer obtained7. Execute operations till go live and then hand over to regular Operations.

Bengaluru Area, India

Was the first job... exciting to be talking to end users directly and providing Broadband and Dial up internet support for US customers.Challenging aspect, to manage expectations of the end users - which was quite exciting.At a later stage, moved up as a mentor and helped set up a chat support team.