Application Management in Grid Integration - Business Solution Team

- Review, create and manage ITSM process documents.- Engage with service domains to build awareness of ITSM processes, information security policies and application compliance requirements.- Evaluate compliance of applications against the information security policies and publish maturity reports.- Work with service domains to provide mitigative solutions to contain risk due to non-compliance and engage to formulate long term plan to remediate non-compliance.- Working in coordination with third party consultants to review application compliance readiness.- Enable quicker acquaintance of ITSM processes by the service domains by creating easy reference one pages from lengthier, extensive documents.- Identify gaps preventing adoption of ITSM process in ServiceNow. Liaise with domain leads, SNOW and SIAM teams, to help enable foundational ITSM processes in ServiceNow.- Support IT vendor consolidation exercise. It involved liaison with multiple IT service providers, review of contracts, SLAs, pricing mechanisms to ensure they are aligned with overall business requirements.

- Managed migration of applications from ABB to Hitachi Energy environment by liaising with app managers, business units, and service providers. Migration of applications involved building server infrastructure in Hitachi Energy Azure or local server rooms, then migrating the app data during cutover.- During migration, the technical debt was addressed by upgrading servers, databases to comply with information security & license obligations. Some apps were refactored to leverage SharePoint and cloud features like PaaS.- Coordinated build and testing of desktop applications and managed testing of web-based applications on Hitachi Energy devices to ensure seamless working after device migration.- Engaged with user base to rationalize desktop applications based on business needs, availability of another application performing similar function, information security & license compliance, and business roadmap.- Optimized the number of ABB server applications to be migrated by working with application managers to identify application roadmap and decommission redundant ones. It helped to reduce applications requiring migration.- Due to delayed server hardware delivery, rebranded ABB servers to Hitachi Energy by performing minimum changes on the server and retaining its app data. This involved removing server from ABB domain and joining to Hitachi Energy, uninstalling ABB monitoring tools and replacing them with Hitachi Energy tools. This helped to mitigate hardware delayed and enable on time exit from ABB environment.- Enabled successful site cutover to Hitachi Energy by identifying applications which were not yet ready, thereby preventing the users at the site being migrated. Worked with such users to evaluate the business impact of some applications not being available immediately after migration, and when appropriate enabled such users to be migrated.

Currently working closely with the Business Development Group, to provide consulting service and Service Desk solutions. My job responsibility includes:(a) Evaluating potential opportunity for new business and align with customized solution to meet the business requirements of the client.(b) Responding to RFPs/RFIs and proactive proposals for IT Infrastructure Services, Service Desk in particular for North America, LATAM, UK, Europe and South African geographies.(c) Define solution for implementation of new service desks, FTE estimates for new service desk opportunities or service desk optimization and provide innovative solution(d) Ensure client expectation from the solution are articulated through mutual discussions and presentations, while building relationship continuously in the overall process(e) Help in driving business transformations for clients by implementing industry best practices and ITIL framework in the service desk environment(f) Analysing market trends, industry trends for IT Infrastructure outsourcing in major geographies(g) Coordinate with service delivery teams for handover of the project post project sign off

I worked in service transition from the client's inhouse team, worked closely with the client’s existing IT Infrastructure and Operations Team to attain product and process knowledge. Worked in training the offshore resources while deputed onsite and also while offshore. My other responsibilities included:(a) Working on relationship management with the business teams and other key technical teams associated with supported products. Highlighting the challenges faced by the end users to the stake holders. Recommending technical solutions for the business and technical teams to improvise the robustness of the applications, analyzing the issues of the end users based on application usage, and coordinate with technical teams to provide them with information necessary for fixing bugs in applications or future release versions.(b) Analyzing issues faced by the end users and report intrinsic application issues that affect the overall resolvable percentage at first level contact. Highlighting these issues to technical teams for resolution to provide better end user experience and also increase the resolvable percentage at first level contact.(c) Oversee the performance of my team to achieve the larger goal of project SLA. Identify their challenges in delivering their roles and equip them with proper knowledge to meet the expected standards, scheduling staff based on project requirements.(d) Working on new applications being transitioned in desk and evaluate the impact on SLA based on the scope of support and environment of the application. Recommend alternate support model based on the requirements of the business team and scope of resolution at first level. For product transition to service desk, coordinating training for the support staff and documentation of the knowledge. Meeting with project teams and business teams to gain understanding of their expectations and plan transition.

My job involved end user infrastructure planning and procurement, migration, application deployment.My responsibilities included:(a) Planning sequence of jobs to be completed by different workgroups for completion of a service request.(b) Liaising with license management team to understand the license requirements for software and ensure compliance.(c) Liaising with the software packaging team to check of applications packaging issues.(d) Coordinating with vendors to ensure delivery of hardware and software within timeframe. And, also acting as a point of contact for the business and the vendor.(e) Coordinating with workgroups to ensure completion of jobs on time so as to ensure the dependent job is in turn completed on time.(f) Purchasing license from vendors and receipting payments after checking discrepancies if any.(g) Coordinating between the end users and the workgroups, vendors and license management team.