SI & ServiceNow Capability Lead, Service Delivery, Project Management, Process Re-engineering, Consulting, People Management & Stakeholder Management

Setup PMO for Infra and Dev teams that includes Project Planning, Business Analysis, Requirement Gathering, Project Prioritization, Stakeholder Management, Project Tracking & Risks Analysis.Setup best practices in IT that are aligned to global industry standards.Deploying ITIL processes and driving the ITSM tool deployment.Identifying improvement areas and driving Service Improvement Programs.Conducting ISO 9001:2015 and ISO 27001:2013 internal auditor training.Conducting Internal Audits.

As Service Delivery Asst. Manager, John leads Major Incident Management team owning the responsibility of adhering to the defined process and procedures and ensuring the reduction of MTTR besides handling the team operations. He supports Major Incidents reported from Asia, Europe and the US for various accounts.Earlier John was a Senior Consultant for ITSM, where had been primarily engaged in ITIL deployment assignments. His expertise includes deploying Incident, Problem, Change and Service Level Management processes. John has been certified ITIL Expert and certified Lead Auditor in ISO 20000, ISO 27001, ISO 9001 and ISO 22301 and has experience in deploying ISO 20000 and ISO 27001 standards, as a Consultant.

As IT Manager I lead a team of support personnel who handle network, server, desktop and application related issues and is responsible for the organization IT infrastructure and asset management. My role also includes implementing ISMS 27001 controls and vendor assessment and relationship management.

As Product Support Engineer, I was trouble shooting application related issues, most often through backend. Working on remote Linux servers and on MySql database was fun. I enjoyed working with multiple US clients and learnt techniques on client communication, account management, team dynamics and change management.