Pallavi Kumar Email & Phone Number

Mumbai, Mh, In

Mumbai Area, India

The position requires maintenance and enhancements of the IT processes and also compliance to various internal and external standards.My responsibilities include:*Support internal teams in implementation of CMMI SVC in the role of SCAMPI A• Conducting internal audits as per schedule for other accounts. Ensuring closure of NC’s or observations within agreed timelines• Support and Drive external audits and ensure zero NC’s• Ensuring account specific compliance to models like ISO 20K, and reporting the same to customers. • Conducting and analyzing various CSAT’s within account to ensure customer delight• Highlighting early warnings, and ensuring closure of Customer complaints within 30 days• Structured Document Maintenance System maintenance and Quarterly Review of all Documents• Monthly SLA analysis with RCA’s for missed SLA• Driving SIP’s focused on improving SLA’s and ensure zero penalty from operational inefficiencies• Driving Lean projects and Kaizen’s per quarter• Awareness in form of mailers or sessions for Users and Support Teams• Training sessions for the team & Customer for ITIL• Risk Management – Review and reporting• Review and suggestions of various automation initiatives• Roll out of new ITSM tool (eHelpline Version 4.0)

I am a part time trainer for individuals/groups for ITIL and ISTQB Foundation level examinations. Shortly, I aim to start training for intermediate Level for ITIL as well.

London, United Kingdom

The project required the implementation of Landesk as a Service Management tool within the organisation. Also, a major infrastructure project needed transitioning from the project team to the Support team. These two tasks had to be performed under the ITIL guidelines.Responsibilities: Implementation and improvement of Service Operation set up on Landesk, Creation of Transition Management processes & document templates, Participation and consultation on Change Management, Participating in project progress meetings, Management Reporting

London, United Kingdom

The project requires the support of the test services for most end-to-end environments in the organisation. This support is provided in the Service Management model based on ITIL V3. The scope of this project includes Incident (BAU and Major) and Problem Management and the Pipeclean activities for the entire SAP and legacy systems.Responsibilities: Incident Management, Problem Management, Onsite Co-ordination, Reporting and process enhancement.Technologies and Environment used: SAP applications, Legacy applications, Windows, Service Now

Mumbai, Maharashtra, India

Team lead and incident manager

Mumbai Area, India

MetLife Bank, N.A. provides banking services in the United States. Its products and services include money market accounts, savings, certificate of deposit, individual retirement accounts, mortgages, reverse mortgages, auto loans, fixed-rate mortgage, and home equity loans and lines of credit, as well as insurance products. The company also provides online banking services. The reporting activities in this project were completely based on Crystal Reports and the requirements were brought in as an outcome of incidents or change requests raised.Responsibilities: Request and resource pipelining, Rota creation, requirement analysis, technical design documentation, Incident Management, Change Requests Creation. Technologies and Environment used: Windows, Crystal Reports 11, Oracle 11i, Remedy

Mumbai Area, India

GECARS is a Canada based accounts receivable business. The application is hosted in Canada, however it is accessed in various nations through its web based portal. The application is capable of handling accounting transactions in various currencies, with the base currency being the US dollar. This is a completely in-house developed application and the project aims at providing support and enhancements to the application on user request. The deliveries are scheduled quarterly with bug fixes being delivered monthly. The enhancement and defect fix are separate teams comprising of 8 and 8 resources respectively along with 4 common Business Analysts.Responsibilities: Project and Resource pipelining, Weekly & Monthly reporting, Requirements analysis, Quality Assurance.Technologies and Environment used: Windows, Visual Basic 6, Oracle 11i, ASP, Cobol

Mumbai Area, India

BUPA is a UK based Health Insurance Company covering major part of the private health insurance in UK and has several offices overseas. The business requires the maintenance, support and enhancement of their existing core applications, which are crucial for the day-to-day business. Most of their applications that require support and monitoring are the ones related with BACS payments, credit cards, payments etc. Major applications in support are: EigerPay, Payware, Livelink, Treasury Management System, Innate, PsPensions, GIS etc. This support arrangement includes the servicing of incidents within defined SLA’s and problem & change management based on requirement. There is a mixed bag of vendor supplied and in-house developed applications. For enhancement requests, SDLC processes and complied with maintaining high level of Quality in deliveries.Responsibilities: Incident, Problem & Change Management, Weekly & Monthly reporting, Formulation of ITIL based practices, Business/Requirements Analysis & Design, Process Automation, Project and Resource pipelining, Documentation activities (Knowledge Base), Mentoring.Technologies and Environment used: GIS 4.3, .Net Reporting, Visual Basic 6, VBA, Oracle 8i, 9i, 10g, SQL Server, ASP, HP Openview

London, United Kingdom

BUPA is a UK based Health Insurance Company covering major part of the private health insurance in UK and has several offices overseas. The business requires the maintenance, support and enhancement of their existing core applications, which are crucial for the day-to-day business. Most of their applications that require support and monitoring are the ones related with BACS payments, credit cards, payments etc. Major applications in support are: EigerPay, Payware, Livelink, Treasury Management System, Innate, PsPensions, GIS etc. This support arrangement includes the servicing of incidents within defined SLA’s and problem & change management based on requirement. There is a mixed bag of vendor supplied and in-house developed applications. For enhancement requests, SDLC processes and complied with maintaining high level of Quality in deliveries.Responsibilities: Incident, Problem & Change Management, Weekly & Monthly reporting, Formulation of ITIL based practices, Business/Requirements Analysis & Design, Onsite co-ordination, Process Automation, Project and Resource pipelining, Documentation activities (Knowledge Base), Mentoring.Technologies and Environment used: GIS 4.3, .Net Reporting, Visual Basic 6, VBA, Oracle 8i, 9i, 10g, SQL Server, ASP, HP Openview

Mumbai Area, India

GE LIFE is a UK based Insurance company specializing in financial products in the life, annuity and pension segment. The business requires the maintenance of various applications in Visual Basic and Delphi dealing with Insurance and Annuity products. The major applications covered are Member, NBB (New Business Book), Batch, Pensions ClaimsBook, MIC etc in VB and CLANAD, MAP, Do Bacs, Cheque Logger etc. in Delphi. These applications need to be modified or enhanced, based on requirements that keep changing with the business. As a part of the project, there have been major changes made to the applications for the A-Day requirement in early 2006, where a lot of new functionalities had to be introduced and many old ones deleted in order to handle the changed tax rules and was strictly time lined. Ever since the start of project, we keep receiving Change Requests (CR’s) which have to be delivered after going through the entire SDLC cycle. Documentation for the same is also a part of the project.Responsibilities: Analysis of requirement, Client interactions, development, testing, peer review, Configurations Management, Weekly status reporting.Technologies and Environment used: Windows, Visual Basic 6, Delphi 7, Oracle 10g, SQL Server, Crystal Reports 10

Mumbai Area, India

The Self Invested Personal Pensions scheme in GE Life had introduced a new option called ‘Phased Drawdown2 Income’. Major enhancements had to be done on Visual Basic applications, viz. Member and Batch to align the applications with business needs. The whole project included changes on over 40 files, and few templates. Major areas of changes included Review Pack generation, Interest Payments, Target Income Letters, Death Case processing, Policy Alignment, Retirement Letter production, Part Surrender, Insured Valuations – Automation, Pension Maturities system and Enhancement History transfer. The changes included complex logic and intricate reviews and Unit and Integration testing of the applications.Responsibilities: Analysis of requirement, Technical design Document & Unit Test case creation, Coding, Testing & DocumentationTechnologies and Environment used: Visual Basic 6, SQL Server, Windows, and VSS.

Master Of Computer Applications (M.C.A.), Computer Applications

Activities and Societies: - ACM Students Chapter - Editorial Team for the Internal college magazine 2003, 2004 - Event Head for the Annual.

Bachelor Of Computer Applications (B.C.A.), Computer Applications

Jr. Kg To 12Th Std, Physics, Chemistry, Maths, Computer Science, English

Activities and Societies: - Outstanding Contribution in the field of Vocal music at Sir Padampat Singhania Education Centre 1998 - State.