RA
RISHABH ANAND
About
A Post Graduate in M.Tech of Electronics and Communication, certified in PRINCE2 Practitioner, with 14+ years diversified IT experience in business and process consultancy (ITIL Framework), corporate relations and business analysis. Responsible for Delivery, Transformation, and Transition (Service Desk, Tools and Command Centre) for customers spread across Multiple geographies and datacentres, including Financials, and contractual commitments.
Skills & Expertise
ITIL Framework
Service Desk
Tools
Command Centre
ITSM Consulting
RFPs
sDOD Provisioning
Firewall Configuration
End User Onboarding
Compliance
Remediation
Secure Virtual Desktops
Security Patch Applications
AD-global policy objects
Release Management
DEV
SIT
UAT
BAU
Security Risk
Compliance Policy
Application Configuration
Service Processes
Service Practices
Continual Service Improvement
Service Issues
Weekly Reports
Monthly Reports
Steering Committee
Stakeholders
Statement of Works
Performance Analytics
Holiday Management
Skill Management
Training Management
Project Requirements
Service Desk Automation
MyCloud
Tools Administration
SCOM
HPSIM
Nagios
Graphite
Service Standards
Service Guidelines
Service Delivery
Service Revenue Generation
24x7 Environment
Operations
Transformation Solution Architecture
DE Tooling
Auto-ticketing
Unified Reporting
MyXalytics
Moogsoft
DR Site
Internal Audits
External Audits
Performance Reviews
Integrated Command Centre
Network Operations
Resource Planning
Technical Transition
Effort Estimation
Team Performance
IT Operations
Incident Management
Problem Management
Change Management
CCB
GNOC Command Centre
Network Operations Support
Data
Voice
Shared Services
Process Management
Competency Matrix
Training Calendar
Quality of Service Meetings
QBR
Risk Analysis
Customer Complaints
SLA
Quality Standards
Customer Contact Plan
HP Openview
HP OVPI
HP NNM
Agent Troubleshooting
Monitoring
Template Modifications
Commissioning
Decommissioning
OVO
Load Hosts
Manuals
HP OMW
HP OVPI
NNM
Integration
HPSIM
Run Books
SOP
KM Articles
RCA
Pareto Analysis
Trend Analysis
FMEA
ANOVA
Correlation
Regression
Stratification
Control Charts
Time Series Analysis
Sampling
Surveying Techniques
Histogram Analysis
SWOT Analysis
Gap Analysis
Technical Support
Netscape ISP
CompuServe
Netscape Connect
Troubleshooting
DELL Desktops
Laptops
SLA
CSAT
Gap Analysis
MIS
Escalated Issues
CMS Report
Customer Management
Customer Complaints
Audit Perspective
Monthly Review Meeting
Quarterly Review Meeting
FCR Analysis
EUC
CSAT Analysis
DSAT Analysis
Marketing Management Module
E2Smart 1.0.6
Web-based Extended ERP
SMEs
Procurement
Warehouse
Projects
Manufacturing
Sales
Financials
Basic CRM
BI
Servlets
Java
JSP
JavaScript
XML
Oracle
OMW 7.5
OMW 8.16
HPOV MOM Architecture
NNM 7.53
OVPI
HPSIM
UC4
Nimsoft
Moogsoft
SCOM
SCORCH
iAutomate
MyCloud
Solar Winds
sDOD Portal
ASD
dBRAS
Remedy-ITSM
Service Now
SNMPc
Nagios
Keynote
Opnet
GOMEZ
TIVOLI
ATI rule based Maintenance Mode-Omnibus
ADN
SPLUNK
CA Spectrum
Research Interests
Business Analysis
Corporate Relations
Problem Solving
Process Management
Project Management
Team Management
Analytical
Communication
Leadership
Negotiation
Relationship Building
Resource Management
Risk Management
Stakeholder Management
Time Management
Decision Making
Strategic Thinking
Operations Management
Service Delivery
Transition Management
Transformation Management
Quality Assurance
Continuous Improvement
ITIL
PRINCE2
Lean IT
Connect With Me
Experience
Senior Manager
- HCL Technologies is a leading services company that covers the entire gamut of technology solutions and services including infrastructure management, application development, BPO and engineering and R&D services. i) Project Name: DBCOAST 22nd April 2019- Till Date Project Type: sDOD Provisioning includes Project Management, User/Application Change, Profiling/Re- profiling and Recertification. Role: Service Delivery Manager Responsibilities:- Managing and delivery of Application specific firewall configuration and End User onboarding for external vendor resources. Managing the delivery of compliance, unmanaged assets and remediation services into the global desktop environment. End to End release management of Secure Virtual Desktops, Security Patch Applications and AD-global policy objects into a global desktop environment, through DEV,SIT,UAT and BAU production. Working with the Deutsche Bank Security team, adhering to the security risk and compliance policy for creation and implementation of application specific firewall configuration. Serving as a liaison between varying business groups to ensure the smooth and timely delivery of Application configuration and user on- boarding. Managing and reviewing service processes and practices across all services as part of continual service improvement. Managing service issues through to resolution. Producing key Weekly/Monthly reports for the steering committee, including external and internal stake holders. Additional responsibility to provide Statement of works based resources for strategic Deutsche Bank projects. Resource management (7 PMOs and 60+ technical team members) with full responsibility of performance analytics and holiday management. Resource, skill and training management based on project requirement. ii) Project Name: LGIM 1st April2019- 19th April 2019 Project Type: Production and Non-Production Operations and Tools Administration Role: Technical Operations Manager & Tools Solution Architect Responsibilities:- Transition SME for Service Desk, Command Center and Tools (SCOM, HPSIM and Nagios/Graphite). Ensuring compliance to the service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards service revenue generation. Managing the man power to meet Customer expectations in a 24x7 environment and driving Operations. Transformation Solution Architect/Lead for tools for tooling and DE tooling set up. Implementation of automation tool for Service Desk (auto-ticketing) in Transformation Phase on myCloud. Heading Tools Track (Nagios, Graphite, SCOM & HPSIM), Command Centre and UC4 Administration and Deployment. Deployment of Unified Reporting catalogue MyXalytics and successfully implemented Moogsoft with 100% auto-ticketing. iii) Project Name: TIAA 31st May 2014-31st March 2017 Project Type: Operations Command Centre (OCC) and Service Availability Management (SAM) Role: Operations Manager & Project Manager Responsibilities:- Working closely with the client Senior Management for service improvement & catering to growing business needs. Responsible for growth of engagement & business revenue by seeking out new business opportunities. Successfully implemented Lean IT Levers across the project. Prepared and managed plans to keep a close watch on delivery milestones, and reported potential Slippages in milestones. Ensured resolutions meet the timelines and expectations of the customers. Part of Delivery and Quality Assurance (DQA) Audits for the projects. Part of External Audits scheduled and planned by customer (Third Party). Weekly / Monthly / Quarterly Performance Reviews with Client. Worked as a Project Manager for setting up the DR site in Bangalore and getting the same audited by Internal and External Auditors before commencing the operations. iv) Project Name: FedEx 1st Jun 2013-30th May 2014 Project Type: Integrated Command Centre (IOC) and Network Operations (NOC) Role: Technical Lead Responsibilities:- Managing onsite and offshore resources. Maintain Repository: All Projects (Proposals, Work Plans, Status Reports, and Changes). Worked as a planning lead for chalking out the resource planning and technical transition of the applications; and calculating the effort estimation required during transition. Leading & monitoring the performance of team members to ensure efficiency in IT operations and meeting of individual & group targets. Liaising between the various teams and Client to understand the scope of work request and derive the efforts involved and also prepare schedule where the efforts are larger than 30 hours. Working on Projects/Critical issues, supporting and managing team on the issues, attending meetings (Incident, Problem Change and CCB) and make sure everything goes smoothly. v) Project Name: Global Network Operations Centre 19th Sep 2012-31st May 2013 Project Type: GNOC Command Centre (GNCC) and Network Operations Support (Data and Voice) Role: Technical Manager Tools (Handled 15 Global Project under Shared Services Model). Responsibilities:- An effective leader with distinguished abilities in end-to-end process management & team management, motivating team members to maintain deliverables as per required SLA. Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives. Maintaining Competency Matrix for the team members. Training Calendar prepared/updated and resources are identified using competency matrix. Regular QoS Meetings / QBR / Tracking of Actionable till issue closure / SIP implementation. Discussing and highlighting possible risk/threats to clients environment. New Customer Responsible to get information from customer and circulates to GNCC Team whenever any new customer on-boarded in to the NOC. Daily Calls Attended daily calls in which Ticket update / progress needs to be shared with the client. Weekly / Monthly / Quarterly Performance Reviews with Client. Security Awareness Session to the teams on Monthly Basis. Defining SLA for various Quality Processes and steering for the accomplishments of set quality standards in SLAs. Formulating as well as implementing customer contact plan for future plans Tracking customer complaints to understand requisites of the customers. Troubleshooting as well as sort out all the non-routine customer complaints. vi) Project Name: British American Tobacco 2nd Jun 2008-18th Sep 2012 Project Type: Maintenance and configuration Role: Tools Specialist Responsibilities:- Health checks of HP Open view, HP OVPI and HP NNM Servers on Regular Basis - frequency and check list. Agent troubleshooting. Orientation and familiarization of the new hires to the roles and responsibilities of the quality department. Configuring new monitoring requirements (template modifications such some services to be monitored, process to be added to monitoring). Commissioning and decommissioning of servers via OVO. Adding & deleting nodes in NNM via load hosts & manuals. Upgraded the versions for HP OMW, HP OVPI and NNM. Integration of HP OMW with HPSIM. Preparing documents i.e. run books / SOPs/KM articles are updated regularly and share with Team. Knowledge of Analytical techniques like RCA, Pareto Analysis, Trend Analysis, FMEA, ANOVA, Correlation, regression, Stratification, Control charts, Time series analysis, Sampling & surveying techniques, Histogram analysis, SWOT analysis, Gap analysis, etc.
Associate Professor
- WIPRO BPO is one of Indias leading BPO organizations and a division of Wipro Ltd. An organization that prides itself as one where integrity, respect and dignity, innovation and excellence in enabling customers succeed is a passion shared by all. DESIGNATION : Associate Responsibilities:- Worked as a Technical Support Associate for Netscape ISP, CompuServe and Netscape Connect. Worked as a Technical Support Associate for troubleshooting the DELL desktops and laptops on predefined SLA and CSAT. Gap analysis, Trouble shooting of the mismatched data and report collection and its MIS is a part of the process. Worked as a Supervisor in case of escalated issues related to desktop and laptop issues. Monitoring of the calls and generating the CMS report. Understands key drivers, relationship factors & delivery nuances for effective customer management. Tracking the customer complaints and documenting them for audit perspective. Monthly and Quarterly Review Meeting. FCR analysis for EUC. CSAT and DSAT analysis for the customer.
Software Developer
- Metric soft is a global consulting company providing information technology solutions and service. Worked on the marketing management system for E2Smart 1.0.6, which is a pure web-based extended ERP for SMEs (Small and Midsize Enterprises). This web-based extended ERP solution includes robust functionalities allowing for the management of procurement, warehouse, projects, manufacturing, sales, financials, Basic CRM and BI. DESIGNATION : Software Developer Project Team Size: 30 Module Team Size: 7 Responsibilities:- Worked on the marketing management module for E2Smart 1.0.6 Imparting Training to Technical teams. Customizing software ,solution and Managing a Team Designed, developed and deployed Servlets Responsible for the strengthening the existing relationships of companies Key Accounts. Work closely with technology team to ensure timely service. Worked with Java, JSP, Servlets, JavaScript, XML and Oracle.
Education
Veer Bahadur Singh Purvanchal University, Jaunpur
Dronacharya College of Engineering, Gurgaon
Certificates & Licenses (7)
ITILV4 (F) Certified Professional
The Data Science Course 2020: Complete Data Science Bootcamp
Managerial Excellence Program: Foundation & Tenured Manager Advance Level Program Certified
HGPMF V1.0 (Transition & Transformation- HGPMF Lite and BAU Project Guidelines) Certified Professional
ITILV3 (F) Certified Professional
Gold Standard Certified Professionals (GSCP) Certified Professional
Prince2 (P) Certified Professional
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