Jignes Derasari Email & Phone Number

North Ryde, New South Wales, Australia

Responsibilities:•Service Transition – Governance, Policy, Process and Framework•Change Management – Process, Policy, Governance and Compliance•Change Management – managing the team of up to 5 onshore and offshore resources responsible for TAB / CAB•Release and Deployment Management - Support and Operational Handover activities.•Service Validation and SME support to PMO team•QA – managing the Testing team of up to 20 onshore and offshore resources to deliver Testing as a Service Function for Downer which included enhancing all functional / non-functional Testing capabilities and to introduce Test Automation Framework.Key Achievements:• Implemented and managed Downer IT Change Management in ServiceNow and integrated it with all major suppliers / partners via SIAM.• Set up the Service Transition Framework and established the governance model for all new Services delivered by IT PMO and third-party vendors.• Established and managed the standards for Release and Transition documentation including Service Management Packages and Operational Support Manual for all Services.• Developed Standards, Policies and Procedures for the Transition Management activities.• Aligned Downer IT PMO SDLC process with ITIL Release Management process and IT Service Transition activities• Worked with IT PMO to integrate the SLC (Solution Life Cycle) processes within IT Service Management framework ensuring all Services are delivered with required operational capabilities.• Worked with Organisational Change Management (OCM) team to incorporate OCM Framework within Service Transition activities.• Successfully integrated Change Management, Service Transition Framework and Testing Services for Downer NZ operations with Group IT operations through One IT Program.• Successfully introduced Cross-Vendor-Collaboration culture within Downer IT, ensuring all vendors are harmoniously working with each other and with Downer Service Management team

As a part of Transport for NSW Next Generation Infrastructure Services programme, I was hired to assist with major Service Transition initiatives delivering a single IT Service Desk, unified Data Centre Services and singe Network Service Provider for all TfNSW agencies.Responsibilities:• Release and Deployment Management• Service Transition• IT Service Management• SIAM Implementation for Service Transition area • Vendor and Agency EngagementKey Achievements:• Managed the team of Release and Deployment specialist and Service Transition specialists• Streamlined the Release and Deployment activities for major projects by clearly defining the standards for Release and Transition documentation including Service Management Packages and Operational Support Manual for deployed Services.• Provided SPOC for Release, Change and Project teams enabling various technical teams to work collaboratively which resulted into highly efficient Service Transition for major projects• Developed Standards, Policies and Procedures for the Service Transition Process that involved TfNSW Next Generation Infrastructure Services (NGIS) deliverables and assisted with Policies and Procedures for Release Management processes.• Established highly efficient relationships between third party service providers and various TfNSW agencies, resulting into harmonious coordination between all stakeholders delivering efficient Service Transition.

Sydney, Australia

• ITIL Framework - Change, Problem, Incident Review the current Change Management policy and process and implement the enhancements in line with ITIL standards. Lead the Change Management enhancement initiatives and drive the organisational IT Change Management strategy. Lead the strategy to stream line the process to align business change proposals with IT Change Management in order to meet corporate governance and legal compliance requirements and to ensure overall IT production environment stability. Work with PMO to align Agile methodologies with IT Change Management standards to evaluate risk and benefits in order to deliver highly agile, yet stable IT production environment. Enhance Veda’s Service Delivery capabilities by reducing the risk and impact of IT changes to Veda’s internal and external customers Review and manage the Change, Release and Maintenance Windows and work with Veda Business Units and Third Party Service Providers to ensure all changes and planned maintenance to Veda Production environment are communicated with all stakeholders in timely manner and are managed efficiently. Reduce the risk to Veda IT environment by ensuring that all changes – planned or emergencies – are reviewed, evaluated, approved and communicated as required. Chair the weekly CAB meetings and own the ECAB process. Review the current Incident Management Process and implement the enhancements Introduce organisational policy and process for Problem Management. Analyse statistical data to identify recurring issues and root causes and take appropriate measures to ensure that Problem is resolved Own and manage Post Incident Review Process Own and manage Problem Management workshops• Process Improvement and Service Delivery Management• Continuous Service Improvement • Vendor Engagement and Customer Relationship• Management Reporting:

Sydney, Australia

Process Management: •Design and implementation of IT Service Management (ITSM) process such as Incident Management, Problem Management, Change Management, Asset Management, Knowledge Management and Availability Management.•Play key part in requirement analysis, functional specification, workflow design and process automation.•Manage and enhance organisation's overall ITSM capabilities and drive the strategic planning and road map for organisation's ITIL compatibilities.Business Analysis: •Investigate and evaluate business requirements •Analyse procedures to create process maps, design workflow and identify areas of potential automation. •Conduct post-implementation assessments to measure the success of ITSM processSystem Administration and Development: •Administer and support the VMware IT Service Management system and its associated interfaces. •Design, develop, customise, configure and implement existing ITSM functionality and implement additional modules and functionality and automate processes to enhance and support Service and Request Management procedures. •Collaborate with IT Engineering, Development, and Operations teams to integrate the ITSM system within the overall Enterprise Management environment. •Provide support as the Subject Matter Expert (SME) for the enterprise ITSM platformService Improvement: •Review operations to identify opportunities for process improvement Analyse statistical data to identify recurring issues and root causes. •Develop systems and procedural / process documentation standards and identify, recommend, develop, and implement training programsVendor Engagement: •Create, develop and enhance relationships with vendors and partners.•In collaboration with Service Providers, develop, manage and enforce service delivery and escalation processes for 3rd Party IT services. •Ensure all processes relating to 3rd Party IT services are appropriately documented and communicated.

Sydney, Australia

•Business analysis•IT Process Improvement•ITIL Consultation•Vendor Management•Service Improvement and Compliance Management•System Administration and Development•Management Reporting•Provide support as a Change and Incident Manager •ITSM Subject Matter Expert

Master Of Information Technology, Computer Software Engineering, First

Master of Information Technology with Software Engineering as a major subject - completed with first class grade

Master Of Applied Physics, Electronics, Distinction

Bachelor of Science with Physics as a major subject - completed with first class grade Master of Applied Physics with Electronics.