Vishnu . Email & Phone Number

Bengaluru, Karnataka, India

Process Manager- Chairperson of the governance meeting with business and IT leadership across Germany, UK, and USA.- Acting as a liaison between Business and IT teams for maintenance, enhancement, and transformation of CAT 5 GxP application.- Chairperson of Service Review meetings with 2 vendors to review service performance across incident, problem, change, and service request management process.- Standardized the incident communications templates.- Enhanced problem management process to reduce RCA backlog by over 50%.- Setup technical advisory board to improve change assessment and reduce failed changes by 30%.- Propose up to 3 continual service improvement items per quarter to improve alignment between IT and Business.- Introduced business service catalogs in ServiceNow. Brought 100% traceability and standardization in ad hoc efforts.- Defined a new UAM workflow which aims at a 30% reduction in access provisioning time.- Leading team of 10 functional and technical analysts for managing enhancements to applications.- Accountable to meet GxP compliance and IT security standards for the application in scope.Transformation Manager- Core member of Bayer’s Decentralized Clinical Trial initiative- Defined a process to select and onboard vendors.- Work with the business team to define a support model and manage operational performance post go-live.- Chair service review meetings to ensure adherence to contractual terms (SLAs, KPIs).Other Organizational Measures- Standardized project documentation across projects. Reduced project management efforts by 20%.- Introduced RAID log to bring 100% traceability in tracking risks, issues, assumptions, and dependencies.- Trainer in the knowledge sharing forum of Bayer’s IT organization.- Responsible for selection and onboarding of new talent.- Lead for business technology managers’ hiring in India.

Hyderabad Area, India

Service Integration Consultant – May’2020 to Nov’2020 – India- Transitioned and transformed the SIAM office for a ~200 million USD account.- Introduced collaboration framework, redesigned 5 existing process to ensure 100% alignment between key suppliers and seamless IT experience for business.- Setup 20 integrated KPIs across 5 processes to ensure business and IT alignment.- Used the SMART principle to reduce the probability of penalty by ~50% by getting exceptions of ~95 of the ~150 SLAs & KPIs. Agreed on a roadmap to introduce the remainder of the KPIs over a period of 6 months.- Trained ~150 associates on the new ways of working.- Documented 8 key process guides to improve its adoption in day-to-day operations.Service Transformation Consultant – Aug’2019 to May’2020 – India and UK- Designed and set up the Service Management office for a ~20 million USD account.- Designed 10 processes (including incident, problem, change, and event management) by conducting workshops with key client and internal stakeholders.- Collaborated with the technical architect to implement the processes and their associated KPIs into ServiceNow and Wipro automation tool Holmes.- Introduced ~100 catalog items in ServiceNow. Achieved 50% automation in business service requests and 100% automation in IT service requests.- Improved incident resolution time by 30% by centralizing knowledge management in ServiceNow.- Trained client and Wipro's IT teams on the new ways of working.

Bangalore

Service Integration Head -Aug’2018 to Jun’2019 -India & Singapore- Led the seamless transition of the SIAM office from the inhouse team to TechM and led an account worth ~0.3M USD comprising 30 people across India and Singapore. - Delivered ~5 CSIs every quarter across the 7 integrated ITIL processes to tactically improve the efficiency of the operations. - Enhanced the change management process by implementing change controls and SOPs. Achieved 50% reduction in incidents caused by change. - Established problem review board and problem dashboard. Improved RCA turnaround time by 30%. - Setup central command center and impact assessment matrix. Achieved 100% accuracy in MI identification and on time MI declaration. - Developed a fully automated application availability dashboard for all the stakeholders to have a single pane view of the performance of the applications. CSI Lead - Denmark - Jan’2018 to Aug’2018 -India & Denmark- Implemented 3 strike rule to reduce incidents and service request backlog by ~50%. - Implemented problem dashboard and problem review board to improve RCA SLA adherence by ~35%. - Conducted ITIL training for ~70 associates across India and Denmark.Service Delivery Manager -India & UK -Feb’2014 to Dec’2017- Transitioned and stabilized operations for a $12M application transformation and maintenance project. - Managed, coached, and led a team of 40 across UK and India and delivered an operating margin of ~34%.Other organizational activities- Key member of the business acquisition office.- Delivered ~6 RFP responses worth ~150 million USD, converting two of them worth ~50 million USD.

Pune Area, India

- Application owner for trade eligibility and trade reporting applications for a Tier-1 UK based Investment Bank to comply with American (Dodd Frank) and European market (EMIR) regulations. - Documented 2 functional specifications documents with zero escalations from the client. - Collaborated with technical teams for solution implementation. Accomplished requirement gathering, documentation and approval of requirement, driving development, UAT, user training and production cutover.

Bangalore And Hyderabad

• Developed the B2B channel for the online travel portal, traveldisco.in, across Bangalore and Hyderabad.• Performed market research to identify the key features required for a successful travel portal.

Hyderabad Area, India

- Application owner of the client's Group Life Insurance Invoicing System. - Led the pilot project based on Agile to implement features like bulk data upload, invoice replication etc.- Planned sprints, ran daily scrum meetings, and acted as a liaison between clients, and internal stakeholders.

Post Graduate Diploma In Management, Finance, General

Activities and Societies: BrandScan – Fastrack Project Core Leadership Group Member Market Research project group commissioned to assess.

Bachelor Of Engineering - Be, Electrical And Electronics Engineering

Bachelor Of Engineering (B.E.), Electrical And Electronics Engineering

Intermediate, Mathematics, Physics And Chemistry

10Th Standard