Hemanth Anantharamu

• Define the Service Strategy for the sub organization in collaboration with Head of Technology.
• Act as a subject matter expert to provide guidance to end users and stake holders on progress of product and technology upgrades.
• Work with various in house technology teams to ensure delivery of agreed IT Services.
• Lead and manage a team of IT Professionals responsible for Service Delivery.
• Create and manage knowledge articles including timely updation of IT Service delivery process documents.
• Oversee delivery of ServiceDesk, End User Computing and Platform Operations services to achieve agreed SLA’s and KPI’s.
• Adhere to organization Security standards and protocols including providing data evidence for IT Audits.
• Represent customer in Change Advisory Board meetings for impact analysis and change approvals.
• Chair problem management meetings to drive and publish Root Cause reports.
• Manage vendor relationships and contracts to ensure delivery of agreed It Services.
• Guide, Coach and mentor a team of IT Professionals including sharing best practices with peers.
• Passionate about learning and committed to continual improvement.
• Applied effective time management techniques to meet tight deadlines.
• Worked well in a team setting, providing support and guidance.

• Lead a team of ITIL analysts (Incident, Problem and Change) to enable IT services to QBE APAC customers.
• Manage multiple vendors across ASIA and AUSPAC for enablement of agreed managed services.
• Lead IT Governance and IT Services availability meetings with managed services providers.
• Identify trending issues and run Service improvement programs (Infra and Apps).
• Participate in Data Centre migration programs including signing off warranty period cut over.
• Interact with cyber security teams for any high priority incidents impacting data breach and organisation brand value.
• Evaluate end of life IT systems and facilitate sunset through appropriate channels.
• Conduct annual review feedback sessions with team members including goal settings and feedback sessions.

• Manage outsourced offshore relationship for Transport for NSW as part of Managed Services Delivery
• The main responsibility of this role is to ensure that the IT service management services are delivered effectively and efficiently within defined service agreement levels.
• Work with the offshore Delivery Manager and delivery teams to meet Transport for NSW expectations and provide overall governance of service-related processes, including fulfilling user requests, resolving service failures; orchestrating incident, problem and event management.
• Manage people enablement activities onsite including induction, orientation, knowledge transfers and creating backups for resources while on leave
• Provide 24 X 7 support and availability for Transport for NSW key critical application platform (Live tracking and publication of bus , trains, light rail, ferries and regional transport live feeds )
• Demonstrate effective outsourced offshore relationship management with a strategic partner.
• Assure IT services are delivered effectively and efficiently within defined service agreement levels
• Lead the development and delivery of technology roadmaps, including evaluating and recommending technology solutions to support the strategic direction of the business.
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• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Worked effectively in fast-paced environments.
• Provided professional services and support in a dynamic work environment.
• Gained strong leadership skills by managing projects from start to finish.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• · Work with multiple banners Service Delivery heads to achieve agreed Service Levels across cloud and on premises hosted application services
• Drive Major Incidents, Problems and Changes, ensure managed service providers adherence to agreed SLA
• Communicate Major Incident status to key stakeholders with key progress activities using industry standard ITIL Service Management tool (Service Now and Incident Runsheets).
• Served as a reliable point of contact between management and staff during crisis situations, ensuring seamless communication and coordination.
• Conducted thorough post-incident evaluations, identifying areas for improvement and implementing necessary changes to prevent future issues.

· Mobilize, manage and coordinate multiple vendor resources to facilitate quick turnaround of incidents, project changes and problems

· Facilitate Post Incident Review (RCA) within 48 hrs of every Major Incident with vendor and business teams

· Partnership with Service Delivery managers and Operation Managers for continuous work process improvement

· Identify trending issues to prevent recurrence of technical incidents and maintain known error database as part of Problem Management

• Strategically lead tactical and planning activities for Application Support teams to maintain consistency with Business SLA’s and in alignment to IT Strategy
• Participate in RFP’s , SOW creation and management for assigned accounts
• Management of new IT Services into BAU through Capgemini transition framework and process including facilitating transition war rooms, creation of Application Overview Documents, organizing playback sessions, release dry runs and monthly deliverable workshops with customer
• Design and manage documentation and implementation of ITIL best practices for effective functioning of IT Service delivery process including resource utilization, knowledge transfer process through assigned roles and responsibilities within the project team
• Optimized resource allocation by effectively prioritizing and managing multiple projects simultaneously.
• Define, own and monitor service level agreements (SLAs) for services provided by the IT Teams to key customer practices to ensure service definition and delivery requirements alignment
• Facilitate Problem Management and PIR meetings with resolver teams within 48 hrs of issue resolution
• Chair Root cause meetings with resolver teams including vendors and follow up on agreed corrective and preventive actions

· Single point of contact for Major Incident, Problem and Change management for HP APAC business(Finance, Credit & Collections, Sales Ops and Enterprise Functions

· New requirement management, SLA Management and drive governance Meetings

· Track life cycle of applications and infra components move to production along with Release and Deployment teams

· Track new Service Offerings until completion of warranty period and engage support teams for Incident, change and problem management issues

· Track and signoff on support documentation, elevation process, runbooks and playbooks updates and CMDB relationships

· Act as a key Relationship Manager for Major Incidents, Problems and Demand engagement between IT teams (IT Architects, Engineering, Development, Network, Application Ops, service providers, vendors) and Business teams.

· Single point of contact for escalations for a portfolio of 100+ Mainframe and UNIX based internal IBM applications

· Engage in Major Incident Management escalations, communications and key contributor to post Major Incident Root Cause action items and documentation

· Run Get Well Plans with key IT Managers for providing stability, robust performance and data availability to affected applications

· Manage and update Configuration Management Database for supported infrastructure in areas of assessing existing attributes , create changes for missing attributes and addition of new attributes

· Participate in Change Control Board meetings to evaluate upcoming changes and approving them

· Conducted periodic health checks and reported any patch + hardware upgrade programs for audited applications

· Involved in IT programs for migration of legacy application to new platforms

· Transitioned and setup IT Helpdesk teams for Raqmiyat’s middle east banking customers

· Implement Incident Management process using ITIL guidelines

· Helped Raqmiyat’s key customers to be ISO complaint during their ISO audit by preparation of ISO complaint IT Helpdesk process document and procedures

· Management of SLA’s through forecasted Interval, daily, weekly based call volumes using analytical methods

· Management of Executive level escalations and timely resolution of issues within agreed timelines

Service review meetings with Raqmiyat’s customers on a monthly basis

· End to End Staffing responsibility, Resource forecasting & planning for a Business unit consisting of 1000+ employees across 24X7 shifts using ASPECT

· Conducted periodic reviews with Business heads on outcome of Forecast Vs. Actuals on call arrival and SLA metrics on a monthly basis

· Reported and published an end to end Shift wise/Day wise real time reports for various businesses on forecasted call arrivals Vs. actuals to ensure staffing is managed real time to meet SLA’s

· Provide Staffing + Call + SLA estimates running various statistical analysis for new transitions and businesses coming into GSC center

· Setup a Command Center team of 20 analysts for contact center spanning 3000+ employees across 24X7 shifts, managing resource scheduling and IT events on a real time basis to help call center teams achieve their SLA’s.

· Remote Infrastructure and application support (AIX & UNIX) for Instruments and Application Interfacing domains

· Install Misys Instrument software’s at key hospitals across EMEA and AMS through remote access

· Troubleshoot data quality and instrument downtime issues through cases logged by users

· Work on changes as specified/requested by customers

· Case Maintenance and documentation using Siebel.

· Assist internal AOL employees with IT, Telephony issues using REMEDY ticketing system.

· Manage and distribute tickets to respective IT engineer based on their utilization and availability

· Act as a coordinator in resolving failure of network links between the Bangalore site and US site.

· Co - ordinate effectively with Local Business, IT and Network teams in US for smooth functioning of the Call Center