Jinu John Email & Phone Number

Oulu, North Ostrobothnia, Finland

Espoo, Southern Finland, Finland

Bengaluru Area, India

1.Design,Implement ITIL market standard processes,tools in an agile manner2.Deliver Automation and enhancements using Service Now for multiple stakeholders

Bengaluru Area, India

- Globally Accountable for Designing and tailoring ITSM processes for Shell- Deployment of Service Management processes aligned with ITIL utilizing ITSM Tools like HPSM ServiceNow - Design and build ITSM processes including process and procedure documents, supported by deliverables for Knowledge Transition- Enhance business value by providing and integrating assurance on controls, proactively aligning to market standard practices, embedding continuous improvement mind set and enabling new ways of working- Define, build, test, improve and release process designs as well as process performance critical success factors and KPIs.- Identify improvement opportunities using market developments and technologies, and embed these as best practices into ways of working.

Bengaluru Area, India

-Program manager for the design, development and deployment of the production information management system which is providing operational management visibility, covering performance, quality, cost, productivity, information and capitalization of projects deliverable's.-Drive improvements through operational performance reviews across multiple sector, regions and platforms-Identify potential green belt projects and take it to logical closure -Deliver weekly and monthly Operational Performance Reports reports On time with absolute transparency-Provide analysis to weekly and monthly Operational Performance reports to identify pain points in the SLA Performance Dashboard-Process Definition, Deployment and Improvement-Stabilize, Improve and Deploy Reporting Tools-Train people how to use reporting and ticketing tools-Define and own and manage the KPIs

Chippenham, United Kingdom

 Plan the delivery of service reports to meet contractual obligations. Engage with “providers” to ensure input data received/issues resolved. Work with the Information Management Team to resolve report production issues. Maintain catalogue of standard reports. Identify and understand metrics required for Performance monitoring Obtain input metric data from data source/suppliers Collate and analyse metric data to ensure accurate and valid Assemble data with selected toolset for Operational presentation Check activities performed and make changes/improvements as necessary Administration of New/ChangedService Work Requests (Register, Allocate, Progress) Co-ordination of Acceptance into Service process for designated projects/services Assist with ISO20000 (2011 standard) process update

Bristol, United Kingdom

 Prepare monthly weekly IM reports Process Documenting Manage Service Desk processes Work along with Incident Manager to improve processes Day to day performance analysis  Agent, site, region and level reports Identification of business improvement insight Give ITIL process training to new recruits Reporting on sales information and company performance Measure service level performance Pro-actively review & analyse call data to spot incident trends and formulate an appropriate plan to address this trend.

Bangalore , India

 Steering process improvements and leading a team of data analyst and quality analysts Prepare process flow charts for service desk, incident management, problem management , change management and migration and movement teams using ITIL framework Prepare documentation framework for service desk processes Create, develop and document existing and future processes surrounding the implementation of helpdesk system for managing IT service requests Responsibility for the management of requests into the helpdesk, escalation of incidents to external support teams, management of SLA’s Responsible for managing Requests For Change (RFC), participating in the Change Advisory Board (CAB) and maintaining the Forward Schedule For Change (FSC) Understanding and documenting the processes used by service desk team when dealing with users and change requests, relating to the support of a range of complex applications responsibilities and contact points Monitor and report on Service Level agreements attainment Manage escalated service enquiries and service level breaches Measure customer satisfaction Formulate process documentation framework in accordance with best practice and produce standard operating procedures, working instructions and technical diagrams Experience of setting up documentation frameworks in line with best practices like ITIL and ISO 20000. Process definition & Process Rollouts Defined processes for monitoring team( event management), incident team, problem team, change team and service desk team Initiating & Managing various Service Improvement Projects Ensure that incidents , changes and problems are resolved as per the process within SLA Ensure all proposed Changes are monitored, assessed and approved in line with ITIL Best practice  Conduct Customer Satisfaction Surveys in every quarter and ensuring customer satisfaction Involved in requirements gathering and testing of Automation projects

Master Of Business Administration (M.B.A.), International Business

Bachelor Of Technology - Btech, Information Technology

Undergraduation

Metriculation