Shekhar Raut

Experience

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  IBM

  Jul 2008 - Nov 2010

  Centralised IT Service Desk,Incident Management,EUS Support.

  Role: Service desk Analyst,Change Coordinator, Incident Coordinator,IT Service Desk, WAR Room ,Service Request Management,Problem Management,Change Management.End User Support,SAP Application Incidents,Reporting,Skills : ITILTools Used : BMC Remedy,Microsoft SharePoint

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  Vodafone India

  Nov 2010 - Dec 2012

  Incident Management & Infrastructure SPOC

  Incident ManagementProblem managementEnd User Supportcircle Roll out SupportSAP IMCentralised Service desk SetupAwaya phone installationBMC remedy Tool AutomationProjects:Service Request Automation Share point Disaster Recovery Business Continuity planning Tools Used: BMC Remedy, MicrosoftShare Point

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  Capgemini Consulting

  Dec 2012 - Jul 2014

  IT-Service Management ITIL

  Role: Hardware Asset & Configuration managerJDIT Service Asset & Configuration Management.(SACM)Hardware Asset managementSAM (Software Asset Management)Data mining for SAMManaging complete CI Life Cycle.Reconciliation ProcessEnsuring SLAs and KPIs for CMDBCI Addition, Updation, Deletion,Creation in CMDB.Process improvementCMDB reportingMaintaining accuracy for CMDB data by RECON Process.Discovery Tool reports analysis Application mapping/CIs Management.Tools Used : BMC Remedy/Service Now (SNOW) Show less

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  Tech Mahindra

  Aug 2014 - May 2016

  ITIL- Service Manager

  Role : Incident ManagerIT- Service ManagementMajor & Critical incident ManagementProcess Ownertelecom application support.Life cycle of incidentsKPIs and SLAs for IncidentsPost Incident review.Leading Incident BridgesPublishing ReportsTools Used : BMC Remedy

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  Cognizant

  May 2016 - Sept 2021

  IT Project Manager

  ITIL Framework Design and Implementation. - Delivery Perform planning, design and implementation of ITIL/ITSM processes to meet evolving and changing needs of clients and provide assessment, design and redesign, and implementation solutions for clients. practices. Analyze and use strategies and reengineering approaches that ensure linkage among processes, departments, teams, and organizational structures in order to develop unified and consistent business approaches and performance improvement outcomes. To improve existing practices and identify key operational measurements to use for process improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition. Proven consulting experience leading the deployment of 'to be' ITSM processes/solutions in client environments. Good experience in requirements gathering, including experience in creating process documentation Demonstrated ability to influence and consult while providing thought leadership to ITSM sponsors/stakeholders in solving business process and/or technical problems during project delivery Experience in analyzing and recommending ITSM strategies based on desired business outcomes and priorities Strong understanding and experience with leading ITSM toolsets such as Service Now, IBM ISM, HP Service Manager, BMC RemedyProfessional Experience - Transition Responsible for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production. This includes operational readiness, support documentation and acceptance checklists. Ensure service transition is planned and executed to schedule, budget and scope Build transition plans including infrastructure/application support models, change management. Responsible for coordinating implementation activities, providing effecti Show less

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  Capgemini

  Sept 2021 - May 2022

  Program Manager- Lead Continual Service Improvement

  Project managmentAgile CoachLead- Continual Service Improvement Assist the team in the early identification of impediments and work accordingly with the organization and/or other teams in order to remove them or mitigate their impact to the product development process. • Act as the Agile Product Owner for Operations and Service team during development sprints and daily call. • Promoting a high level of collaboration to Business design system and processes. • Train and Mentor, the team in the correct understanding of agile values, principles and applicable frameworks, enabling the team to identify how to get most value out of them within the context of the project. • Make effective and timely use of escalations to the account team and/or client when needed. • Actively engage in coordination efforts with other PMs from the engagement in order to build a cohesive Execution strategy and collaborate as much as possible. • Coach the team towards effective, Quality outcomes in terms of Product, Process and Technical implementation - with excellence in mind. • Metric management - with continuous improvement in mind. • Communication & Reporting - with better visibility, assertiveness & transparency in mind. • Coordination with Engagement managers and delivery heads across all regions for process improvement. Show less

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  Tata Consultancy Services

  May 2022 - now

  Project: Germany/US and Sweden Bases tenants. Leading Team of Infra for clod operations and Delivery of new requirements. Leading a team of Command Center responsible for Monitoring and Event Management in terms of Response and Resolution, To identify terns of issues and provide inputs to problem management for permanent resolution. Service now report configuration for different clients to identity gaps and issues. Coordination with other leaders in cloud area for monthly ops review discussions, Process Improvement/Gap Analysis/Process Reengineering Making Sure Vulnerabilities (VA) are closing in timeline and escalating if required. Leading the critical incidents if required by involving relevant stakeholders. Participating in working Group call for Status Leading Daily standup call and gather updates from all relevant project Managers and Business analyst Maintaining Stakeholder list for all projects Making sure plan activities are on track to meet deadlines working on Impediments removal with relevant stakeholders Working on risk and issues such as Budget related from business and dependency on other teams Publishing Weekly status reports for all projects with risk issues Owning Consolidated list of all projects to report the status to leadership Setting up Governance for all projects such as weekly status call/Report/Risk Issues Coordination with Pricing and Costing team to work on Revenue part and financialsProcurement part for new Purchase and Licensing (Hardware and Software)Monthly Review calls for Owned accountsCommand Centre Utilization by ServiceNow automation Show less Agile Project Manager- Banking DomainLeading a team of 80 Resources for effective delivery/2 Pods of Australia and Indonesia Making Sure team is following Agile Process for faster time to market Helping PO in Backlog Priority sequence Helping Scrum Masters for running Operation Making sure ITIL Process are as per standard framework Leading Daily Stand-up call Leading weekly calls for ongoing projects 2 Participating in Working Group call for Projects Leading 2-3 Pods for different countries for effective delivery and releases. Making Sure teams are Agile ready and Good for Safe FrameworkWorking on RFPs and SOWs for new requirement.Working on Manpower hrs calculations for deliveryProject Governence/Weekly and Monthly ReportsRisk Issues Tracker/Working group weekly callsAction Tracker for Ongoing ProjectsTools Used : Service Now / JIRA/Microsoft Teams Show less

  • Service Delivery Manager- Cloud Services.

    Aug 2023 - now

  • Program Manager

    May 2022 - Aug 2023