Sumbul
Almere Haven
Summary
Experienced ITSM Consultant skilled in business innovation within agile project environments and have tendered services to the Healthcare, Banks, Oil and Gas, food and beverage Clients. Analyses performance to devise and action improved operational processes. Negotiates expertly with stakeholders to manage competing priorities and achieve business objectives.
Overview
14
14
years of professional experience
1
1
Certification
Work History
ITSM Process Expert
ING Bank
09.2023 - Current
- Developed process documentation to maintain standardization and knowledge sharing among team members.
- Conducted root cause analysis to identify issues and develop corrective actions for process optimization.
- Implemented continuous improvement initiatives, resulting in reduced cycle times and improved quality metrics.
- Communicated effectively with stakeholders to align expectations, gather requirements, and provide updates on project progress.
- Preparation of complete configuration documentation.
- Overseeing management of configuration items.
- Coordinate harmonisation of individual components of product.
- Plan and execute configuration management throughout lifecycle of aproject.
- Prepared range of written communications, documents and reports.
- Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivising staff to continually achieve and exceed expectation.
- Used well-organised methodologies to efficiently manage project needs.
- Led projects to improve ICT system integrity and security(DORA).
- Assess Change and Release impact and leading Cab/ECAB/PIR meetings.
- Publishing reports for `IM/Problem/Change/Configuration Management
- Identify, initiate, schedule and conduct Incident reviews.
- Led continuous improvement by creating improvement initiatives.
- Responsible for implementing & monitoring offshore Change Management Processes based on ITIL framework Partners with appropriate internal/external teams to ensure appropriate adherence to process.
- Working on IT4IT approach and incorporate it with with ITIL
Program Manager- Strategic & Operations
R1RCM
03.2020 - 03.2023
- Design, Develop and Implement Process strategies and improvement plans
- Implementation of Change Management structured methodology & tools to create a strategy for adoption of changes required by business
- Responsible for implementing & monitoring offshore Change Management Processes based on the ITIL framework Partners with appropriate internal/external teams to ensure appropriate adherence to the process
- Provide input, document requirements and support design and delivery of training programs
- Develop and maintain a strong working relationship with client at multiple levels
- Drive impact analysis and steering process based on the complexity of changes/release
- Risk assessment of change
- Audits of Change/Release and feedback session if required
- Drive continuous improvement by actively obtaining stakeholder feedback and making use of data resulting in tangible business impact
- Secure traceability of configurations by applying change policies
- Take ownership to ensure all relevant internal and external stakeholders are involved
- Coach cross-sector project team members on executing change and release process
- Arrange support when having operational challenges
- Assess Change and Release impact and leading Cab/ECAB/PIR meetings
- Publishing reports for Change Management
- Identify, initiate, schedule and conduct Incident reviews
- Develop and deliver multi-mode communications that convey clear understanding of unique needs of different audiences
- Driving end to end Release Management for software build through different stages and environments
- Led continuous improvement by creating improvement initiatives
- Coaching teams to Identifying problems from data followed by root cause analysis using RCA techniques (Fishbone Analysis ,5 whys, Brainstorming, Fault Tree analysis, Pareto analysis, Chronological Analysis, Affinity Mapping) leading to improvements/solution and then implementing it
- Measure and monitor progress to ensure application releases are delivered on time and within Budget and meet or exceed expectations
- Manage risks and resolves issues that affect release scope, schedule, and quality
- Communicate all key project plans, commitments and changes including requirements
- Planning release windows and cycles across portfolios, components
- Measuring and monitoring progress to achieve a timely software release within defined budgetary limits and defined quality.
ITSM Consultant
Bureau veritas
05.2019 - 03.2020
- Measured success metrics to monitor change progress and provide guidance in areas requiring improvement
- Carried out change management work streams through structured methodology to provide unified approach
- Analysed impact of planned organisational change to measure potential effects on ongoing business operations
- Trained subordinates to improve implementation communication for employees to understand and apply required tasks
- Highlighted benefits and addressed concerns to adopt change initiatives
- Formulated and submitted reports to brief management and project teams regarding progress and developments derived from change initiatives
- Assessed cost structures and budgetary impact of proposed changes to measure improvement
- Implemented change management plans for projects to set and reinforce goals
- Detected risks, gaps and hindrances to establish direction for successful outcomes
- Modified definition of roles and responsibilities to align with change management plans
- Forecasted and identified resistance to change to develop strategies to motivate employees
- Monitored implementation progress to keep records of status and developments, enabling tracking history
- Mentored and trained employees to comply with new guidelines and regulations
- Collaborated with management to gather and evaluate operational information.
Change Manager
British Telecom
11.2016 - 05.2019
- Responsible for implementing & monitoring offshore Change/Release Management Processes based on the ITIL framework Partners with appropriate internal/external teams to ensure appropriate adherence to the process
- Developing, continuously improving and implementing change management methodologies across teams
- Managing implementing and managing release processes for the progression of code in the development, test, acceptance and production environments
- Working collaboratively with all participants in the software development lifecycle and acts as the lead for all processes related to release cycles
- Ensure adherence to Change and release process
- Approves/ rejects applications for Standard, Normal and Emergency RFC after CAB/ECAB review
- Driving initiatives to improve the implementation processes
- Conducts Post Implementation Review (PIR Call) for unsuccessful Changes
- Discussing and finalizing the interdependencies/cross dependencies on the release schedule
- Initiates and facilitates Senior Management meetings for Major Releases reviews and endorsement
- Develops an agenda for CAB, decide attendees, then circulates RFCs for prior consideration
- Documents Minutes of meetings
- Issues and maintains Forward Schedule of Change/Release
- Verifies completeness of all RFC
- Release management planning with multiple stake-holders
- Manages, Approves and Authorizes ERFC and Updates Change logs with all progress
- Liaise with Senior Stakeholders within the business to support business planning and advise on change fatigue
- Review Implemented Changes to ensure they have met their objectives and ensures completeness
- Take action to ensure Change related incidents are validated and internal change processes are improved to avoid future impacts
- SLA adherence & compliance with monthly reporting as appropriate and Governance Point of contact for information, escalation, and coordination of Changes requests for offshore
- Publish weekly RFC report, monthly RFC report and KPI report for change management
- Apply a structured methodology and lead change management activities
- Risk assessment of the releases
- Audits of Change/Release and feedback session if required
- Builds consensus around standard methodologies in change management
- Training Sessions for Change/Release management (Do's and Don'ts).
Process Specialist
HCL Technologies
03.2016 - 11.2016
- Identifying trends and potential problem sources by reviewing Incidents and problem analysis
- Assess the Change and Release impact and leading Cab/ECAB/PIR meetings
- Leading end to end major incidents and high severity cases
- Publishing reports for Incident, Problem and Change Management
- Identify, initiate, schedule and conduct ITIL reviews
- Conducted root cause analysis to formulate countermeasures to business mistakes and improve operations.
Technical Support Officer
Winds Mine Solutions
12.2010 - 10.2012
- Diagnose, troubleshoot and resolve L1/L2 level IT issues
- Imaging of end user terminals & monitoring daily performance
- Provided clear and concise step-by-step technical support to End-user
- Responded to customer emails, calls and live chat regarding tech malfunctions and issues to fix remotely.
Education
Engineering (Computer Science) -
Jaipur Engineering College
01.2011
Skills
- ITSM/ITIL (Incident/Problem/Change/Release/Configuration Management)
- DORA
- IT4IT
- Strategic management
- Internal & External Stakeholder Management
- Team leadership
- Vendor/Client Management
- Continuous Service Improvement
- Coaching and Training
- IT Operations
- Analytical Skills
- Project management
- Problem-solving
- IT Audits and Governance
- Lean, Agile and Scrum
Certification
- ITIL foundation
- ITIL CSI(Intermediate)
- Agile (Internal)
- CI Bonze (BT Internal)
Languages
Hindi
Proficient
C2
English
Proficient
C2
Dutch
Beginner
A1
Workpermit
- NL HSM Visa
- US H1 B1/B2 (Valid until 2032)
Noticeperiod
30 Days
Technologiesandmethodologies
- AGILE
- SCRUM
- LEAN
- WATERFALL
- KANBAN
- ITIL V3
- ITIL CSI
Projectshandled
- Software Releases
- Security patches releases
- Migrations of ITSM Tools
- Lean Implementation
- Automation standards.
Tools
- ServiceNow
- HPSM
- Cherwell
- JIRA
- Workday
- Workday/AMT
- MS office
- MS Project
Personal Information
Driving License: Yes
Timeline
ITSM Process Expert
ING Bank
09.2023 - Current
Program Manager- Strategic & Operations
R1RCM
03.2020 - 03.2023
ITSM Consultant
Bureau veritas
05.2019 - 03.2020
Change Manager
British Telecom
11.2016 - 05.2019
Process Specialist
HCL Technologies
03.2016 - 11.2016
Technical Support Officer
Winds Mine Solutions
12.2010 - 10.2012
Engineering (Computer Science) -
Jaipur Engineering College
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