Nellai Seetharaman

Project Description: Scope of the project was to migrate from Microsoft sharepoint and Microsoft project to ServiceNow to manage IT projects. IT has a single integrated workflow in ServiceNow, linking project management with incident management and change management.

Responsibilities:

· Heading the Support function and prioritizing the support tickets and adherence to SLAs to ensure the smooth functioning of the TMMA Clubs and Head Office

· Heading the Site Reliability Engineering function and prioritizing all day-to-day functions and deliverables

· Heading the Servicenow Development team to plan, manage, deploy, discuss and run steering committees through the sprint cycles.

· Establish and refine Major Incident Management processes to ensure efficiency and effectiveness.

· Monitor major incidents proactively, responding promptly to guarantee timely escalation and resolution.

· Review and analysing new SLA Configurations requirement and create user stories.

· Take charge of incident bridges involving IT teams and stakeholders, orchestrating cross-functional collaboration during major incidents while delivering precise communication and guidance.

· Have weekly calls with business stakeholders to understand their IT requirements and issues to ensure the clubs are running as expected.

· Own and steer new projects from initiation, budgeting to delivery

· Setup monitors for both Application and network related Software and hardware.

· Managed network and system performance, conducting troubleshooting, security patching and maintenance.

· Establish and rigorously implement problem management processes to systematically execute permanent fixes, thereby reducing the occurrence of major incidents.

· Engaged in close collaboration with project team members to proactively identify and efficiently resolve any operational challenges.

· Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.

· Provided strategic guidance for the organization's technology direction and roadmaps.

· Authored policies, procedures, and manuals to govern the internal use of IT resources.

· Engaged in discussions with executives to provide advice and develop plans for both short-term and long-term IT system upgrade requirements.

· Supervised the development and execution of enhancements for support and network operations.

· Conducted comprehensive analyses of network security and existing infrastructure to identify areas requiring enhancement and subsequently devised solutions to address these issues.

· Evaluated architectural design, scoping, implementation, testing, and deployment requirements in order to define project specifications.

· Working as a Business Analyst in Agile setup playing an active role in the Scrum Management process (Standup, Sprint planning, Sprint review, Retrospective, Demo, Lesson Learned and resolving roadblocks).

· Preparing Business Requirement Documents and Functional Requirement Documents.

· Translating the business requirements into user stories, creating UML along with Acceptance criteria validation from Stakeholders.

· Liaise with Stakeholders to prioritize their story backlogs and make recommendations on the stories to be developed in the upcoming sprint.

· Prepare training materials and train users on new features and functionalities on ServiceNow.

· Work closely with the Quality Assurance team to create test cases and ensure the Standard test case repository was kept up to date.

· Guide customers on the implementation of the servicenow platform according to best practices.

· Gather and validate requirements for different application/module enhancements: Service Catalogue, Request Fulfillment process, Self Service Portal, Incident Management process, Problem Management, Change Management and Knowledge Management.

· Identify Services and initiate implementation rules for the Service Catalog in ServiceNow.

· Provide guidance to developers and quality assurance testers regarding ITSM program.

· Provide guidance and input to stakeholders and leaders on ITIL best practices.

· Support organizational change and adoption of ITSM best practices by providing coaching and training.

Environment: Agile, ServiceNow, UAT, SQL, WIndows, DevOps for Agile, MS Excel.

Project Description: Scope of the project was to make IT hardware and software data information available to all of it's business unit. Red Hat now relies on servicenow to centralize data from multiple environments into a single platform delivering visibility to promote collaborative decision-making by collecting and storing internal inventory and IT infrastructure data until it is needed in the configuration management database (CMDB).

Responsibilities:

• Worked on the various ITSM modules of ServiceNOw where the primary responsibilities were to understand the incident/problem/procurement compliance processes for purchase request, approvals and orders, audit compliance, general ledger.
• Worked on the implementation of incident management, problem management, change management, CMDB, reporting, Service Catalogue on ServiceNow.
• Responsible for requirement gathering, business process flow, business process modelling and business analysis.
• Prepared Business Requirement Documents, Functional Requirement Documents, Non-Functional Requirements Documents).
• Understand and gather user requirements and translate them to functional requirements/specification and assist end user with Epic request submissions obtaining team approval.
• Worked on backlog grooming items and presented what items can be picked up in the next sprint to the scrum master.
• Facilitated JAD sessions with management, users and other stakeholders to define the project and to reduce the time frame required to complete deliverables.
• Created meeting notes and published to all stakeholders highlighting discussion points and action points.
• Used Jira for writing user stories with acceptance criteria or user stories with use cases, used confluence to upload documents.
• Responsible for working on a queue of JIRA tickets to address system issues and user requests on a daily basis.
• Prepared projects, dashboards, reports and questions for all JIRA related services.
• Participated in sprint planning with PM/Dev/QA to conclude the user story and the effort estimates.
• Implemented multiple ITSM modules: Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, Availability and Service Level Management.
• Resolved complex requirements into simpler fragments and conveying it to the technical team for faster and efficient development.
• Created dynamic reporting using MS Excel formulas, macros and visual basic for applications (VBA).
• Participated in testing process and coordinated with QA in each test cycle.

Environments: Agile/Scrum, SQL Server, Jira, Microsoft Visio,ServiceNow, Office (Excel, Access).

Project Description: The project was to develop Performance Calculation System for specifically to support AG Edwards to provide most valuable advisory services to clients on Asset Projections, Portfolio Rebalancing, Investment Holdings, Liquidity needs and future goals.

Responsibilities:

• Discussed requirements with users on Equities, Fixed Income and analysis of the same.
• Documented elaborate test scripts covering all the requirements.
• Worked on FI securities and developed the models for portfolio managers with FI and equities combination.
• Analyzed different types of Risk such as Credit Risk, Market Risk etc and developed the test scripts with all these parameters to analyze the securities.
• Analyzed various securities after liquidation to raise cash and thereby bringing them back to their original model.
• Developed test scripts based on the different styles like low cap values etc and analyzing them.
• Accumulated customer requirements from various end through surveys, interviews and JAD sessions, translating them into system requirements.
• Suggested measures and recommendations to improve the current application performance.
• Analyzed data and created class diagrams and ER diagrams for deigning databases.
• Responsible for meetings with users and stakeholders to identify problems, resolve issues and improve the process to ensure a stable and accurate solution.
• Applied Unified Modeling Language (UML) methodologies to design communications Diagrams, Use Case Diagrams, Activity Diagrams, Sequence Diagram and ER diagrams.
• Designed the look-n-feel requirements of the application through wire framing using MS Visio, for better illustration of the application to research team and portfolio managers.
• Updated and modified progress and resources allocation in MS project for the team.
• Facilitated user acceptance testing and test strategies with developers and testers.
• Coordinated with the development team and helping them understand the requirements.
• Facilitated several JAD sessions with stakeholders to identity requirements and cost/schedule estimate.
• Translated statement of work into business and system level requirements following the Rational Unified Process.
• Developed business requirement documents and functional specification document using Rational Requisite Pro by taking inputs from multiple parties.
• Project implemented using the Rational Unified Process (RUP) Methodology to produce artifacts in the different phases of the Software Development Life Cycle (SDLC).
• Developed use case documents to capture user experience taking into account the business rules.

· Development of e-Learning training materials.

· Development and assistance on LAB exercises.

· Conducted the training for more than 400 users in 5 different locations to deliver the hands-on training on ITIL and ITSM (BMC Remedy)

Environment: BMC Remedy , XML, MS Visio, RUP, MS Project, SQL Server 2000, MS Access, MS Excel and MS Word.

Responsibilities:

• Conducted extensive interviews and surveys with the stakeholders, users, primarily Financial Advisors.
• Assisted Project Manager and User managers to conduct Feasibility studies and to develop scope/vision documents.
• Assisted Project Manager in development and documentation of project plan.
• Identified and analyzed key potential Risks along with the entire Project Development Life Cycle, Development Life Cycle, Development Risk Mitigation Plan and assisted PM in Risk Management.
• Conducted Gap Analyses, Developed Questionnaires and Gathered User Requirements by Interviews, user meeting, JAD session.
• Analyzed and documented Business Requirement Document (BRD), Functional Specification Documentation and System Requirement Documentation, using UML methodologies.
• Designed and developed use cases, activity diagrams, sequence diagrams and business process modeling.
• Gathered and drafted the project and system requirements from the business group and effectively communicating them to the technology team, comprising the project manager, programmers and designers.
• Involved in developing project plans, project milestones including the project charter and scope.
• Helped in developing change management procedures for implementing requirement changes and/or enhancements and consistently tracked the requirements status through out the project life cycle.
• Created use cases, collaboration diagrams, deployment diagrams, several interface and application design documents.
• Performed manual testing Hedge Fund Trader application.
• Developed prototypes of GUI and obtained sign off from customers
• Designed interfaces to other external systems.
• Actively involved in the architectural group discussions.

Environment: BMC Remedy, BPPM, Excel HTML, ASP, SQL Server 2000, Windows 2000, Load Runner.

• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Analyzed open orders, backlog, and sales data to provide sales team with insights.

· Business Impact Analysis: Identifying IT Engineering systems and applications and determining the impact of their unavailability on the organization's operations.

· Testing and Validation: Regularly testing the disaster recovery plans and procedures to ensure they work effectively. This includes tabletop exercises, simulations, and full-scale recovery tests.

· Infrastructure and System Design: Collaborating with IT teams to design IT systems and infrastructure that are resilient to disasters. This may involve data redundancy, failover mechanisms, and cloud-based solutions.

· Supporting both frontend and backend applications ranging from our application tracking System to many integrated portals and 3rd party software's

· Deal with Payroll both Perm and Temp, Credit Control, Reports, Finance, Consultants, Front Office and back-office applications, integrated applications like DocExchange, RefExchange

· Liaise on a constant basis for resolution with Development teams in India, Australia and UK

· Applied ITIL best practices to design and implement ITSM processes, ensuring alignment with organizational goals and objectives.

· Stay updated on the latest ITIL guidelines and incorporate relevant changes into existing processes.

· Change manager and chairing the CAB meetings with all stakeholders.

· Assisting client calls and resolving their issues over the call and following up to ensure their issues are resolved.

· Watching the monitors for any kind of error logs that require urgent attending.

• Determined areas for improvement and implemented processes to alleviate problems.
• Monitored and managed staff performance to attain target metrics both individually and team unit.
• Streamlined processes to cut downtime and optimize employee productivity.
• Monitored technology use and program functionality, updating programs and making changes to enhance output.
• Developed custom solutions based upon clients' strict requirements.

· Customization of Alcatel-Lucent Problem Management (APM) applications.

· Design, development, testing and deployment of the applications.

· Scripting complex queries and calculations to create SSRS Reports based on the client requirements.

· Create and maintain comprehensive documentation for ITSM processes, including process flows, procedures, and guidelines.

· Ensure documentation is accessible and understandable for relevant stakeholders.Create and maintain comprehensive documentation for ITSM processes, including process flows, procedures, and guidelines.

· Ensure documentation is accessible and understandable for relevant stakeholders.

· Various integrations with APM like IBM Netcool, e-mails, payroll system, implementation of enhancements like creation of automatic rules, adding fields on the screens both at the Front-end site as well as back end in JavaScript and Oracle

· Attending client calls and resolving their issues over the call and following up to ensure their issues are resolved.