Arunkumar Narayanan Email & Phone Number

Remote

Ensure that services meet agreed-upon quality standards and service level agreements (SLAs). Monitor metrics such as uptime, response time, resolution time, and customer satisfaction to gauge the success of service delivery and initiate corrective actions if service levels fall short.Oversee resolution of service disruptions, incidents, and service outages. Ensure that issues are logged, tracked, and resolved promptly while minimizing impact to customers. Identify root causes of recurring issues and implement long-term solutions to prevent them from recurring.Identify areas for improvement in service processes, quality, and delivery. Implement changes that enhance efficiency, reduce costs, and improve customer experience.Manage transition of new services and changes to existing ones into live operations ensuring documentation, training, and knowledge transfer are completed.Identify risks to service delivery and implement strategies to mitigate those risks.Develop and deliver reports that cover performance against SLAs, incidents, customer feedback, and ongoing service improvements to senior management.

California, United States

Train 6500+ users in the use of ITIL best practices and in ITSM modules of ServiceNow like Change Management, Release Management, Incident Management, Problem Management, and Service Catalog. Beat organizational training goals for the year by 4%.Develop curriculum, the training platform, and training material using MS SharePoint, Power Apps Studio, and MS PowerPoint.Improved student performance (during evaluation and in comprehension of the concepts) by 90% and student participation by 200%.

Palo Alto, California, United States

Lead the team through social, technical, and cultural transformations during transition from waterfall to Agile, adoption of DevOps methodology, traditional on-prem solutions to multi-cloud SaaS and Subscription solutions.Conduct thorough organizational evaluations to identify areas for improvement around productivity, quality, and speed to develop metrics to track those improvements. Utilized feedback, data analytics, and key performance indicators to measure the effectiveness of change initiatives and made data-driven recommendations for continuous improvement.Lead a team of high performers automating Change Management and Release Engineering requirements for software and infrastructure provisioning.

Palo Alto, California

Spearhead the efforts to implement service management and production readiness assessment framework that led to improved quality of projects and eliminated occurrences of dropped deliverables. This effort involved participation from Release Management, System Architects, incident and problem management teams, TPMs, Business Continuity team, senior leadership, vendors, IT Operations, and system admins.

Palo Alto, California, United States

Develop policy documents, standards and procedures documents, establish Service Level Agreements, and accumulate knowledge base so that the team has a direction and sufficient resources to rely on when new members are inducted.Run weekly and emergency change advisory board meetings with infrastructure and application stakeholders to review changes for conflicts before approving them.Drive coordination with Engineering product teams, IT teams, QA, security, system admins, architects, monitoring and tools teams, production support teams, PMO, project teams, and vendors to ensure infrastructure is provisioned and integrations are set up on time, changes are fully tested, CMDB is updated appropriately, dependencies are identified, risks and conflicts are mitigated, all deliverables are accounted for, post go-live support and monitoring are arranged, and release is approved per published schedule before changes are pushed to production.Collaborate with business partners, executive sponsors, cross-functional team members, department leaders, and other stakeholders to create communication plans that effectively conveyed the features being released and timelines. Develop and maintain strong relationships with compliance team and work out strategies to ensure the organization stayed compliant with SOX, PII, GDPR, HIPAA, and ISO standards.Conduct root-cause analysis meetings and post-implementation meetings to address challenges and failures encountered during releases. Implement continual process improvements to prevent recurrence of such issues in future releases.Certified in ITIL Intermediate Service StrategyCertified in ITIL Management Across Life CycleCertified ITIL ExpertCertified Scrum Master

Palo Alto

Develop and implement source code branching strategies and check-in/ checkout process for CI/ CD model of deployment and depending on the deployment platform and nature of code packages. Track the progress of projects through the entire software development lifecycle (SDLC) and report the same to senior management.Conduct root-cause analysis meetings and post-mortem meetings to address challenges and failures encountered during releases. Implement continual service improvements to prevent recurrence of such issues in future releases. Coordinate and conduct release planning, deployment plan review, and production readiness (go/ no-go) calls with all stakeholders before major releases.Manage releases across VmWare IT.Certified in ITIL Intermediate Service DesignCertified in ITIL Intermediate Service OperationsCertified in ITIL Intermediate Continual Service Improvement

Palo Alto, Ca

Certified in ITIL Intermediate RCV process

Palo Alto, Ca

Coordinate releases across VMWare IT

• Coordinated release management efforts for ad-hoc and monthly releases at the organizational level.• Prepared standards and procedure documents for the release process at VMWare and IT SOX compliancy requirements and affected adherence to the standards and procedures by the IT teams.

Cupertino, California, United States

• Set up new data warehouse for iTunes customers to analyze customer data obtained from iTunes Music Store that will help understand customer preferences and demographics, music trends and purchases, promotions and gift cards.• Successfully managed the onsite-offshore model to deliver defect free end-product and trained offshore team on JCM interface and Autosys jobs set up for data migration and merger.• Also played the role of business analyst. Reviewed data model, process mapping, performed root cause analysis and coordinated system testing and implementation activities across various business units in the organization.• Managed competing priorities, stakeholder expectations, SOX compliance, resource issues and prioritized user requirements across releases to deliver successful mission-critical projects under tight deadlines and stringent budgetary constraints.• Improved project performance by 50% and reduced defects by implementing project management methodologies and best practices. • Managed several build releases involving cross-functional teams and multiple third party vendors involving the complete Software Development Life Cycle (SDLC).• Interfaced with business users and business managers and built strong working relationships that helped in increased business. Also managed a team of 14 team members.

Milpitas, California, United States

• Improved system performance and increased production output by 75% by fine-tuning database and application query searches. Trained new members on POMS-MES.• Participated in MES process re-engineering, improving product performance and SOX compliance.• Interviewed data warehouse, Ematrix and JDEdwards CRM teams to develop interfaces with POMS-MES like inventory control and chemicals consumption at backflush points.• Participated in the complete SDLC for imlementing POMS-MES on servers and client workstations. Set up network communications & resolved issues between workstations and machinery. • Performed hazard analysis, QA testing and prepared Package Configuration Packet document on Pilgrim Software, LifeScan’s Internal Audit, Non-conformance (NC) and Corrective and Preventive Action (CAPA) application.• Participated in entire life cycle of project management including responding to RFP, preparing SOW, identifying project team, project planning, executing, monitoring and control and closure.• Prepared business and technical documentation for the entire software development life cycle and for maintenance and support.

Master Of Business Administration - Mba, Micro Mba

Bachelor Of Technology, Degree In Mechanical Engineering