DEEPA SREENIVASAN NAIRMobile: +91-9686488994; E-Mail: sdeepa.nair@gmail.com

CAREER OVERVIEW

More than 14+ years of experience in the IT industry, spanning functions including IT Service Desk, Service Management, Command Center Operations, Transition Management, Service Management, IT Service Delivery, ITIL Process implementation, Innovation/Transformation, Diversity, CSI and Team Management with well-known organizations.

Currently associated with Danske Bank IT & Support Services Pvt. Ltd as Head of IT Process Management & Service Operations This also includes Customer Relationship Management, Service Delivery, Service Level Management, Service Improvements via Automation and Analytics and supporting management to create a foundation to build a high performance team and deliver sustainable and outstanding results.

At an administrative, level responsible for -

Capacity Planning and Resource ManagementPeople ManagementKnowledge SharingComplianceDriving Internal Initiatives (D& I, CSR & Employee Engagement activities)

Expertise

Confident with good leadership, communication and presentation skills

Engage with project and service stakeholders up to a COO/CIO level with confidence

Deliver Project Plan, Risk log, Issues log, Status reports, Resource Plans, project team meetings and other project related activities and strategy documents in collaboration with Development/Tool management Teams

Knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities.

Ability to collaborate, objectively assess benefits, costs, and viability of proposed solution options and

drive consensus across a diverse group stakeholders

Self-starter capable of working on multiple concurrent projects with minimal direct supervision

Experience of working in complex, large scale, Infrastructure environments

Flexible and able to prioritize in a fast moving and pressured environment

Strong analysis capability and ability to drive service definition, introduction and improvement

Experience of engaging and building successful relationships with a broad range of stakeholders

Participate and Present in Executive Committee meetings to discuss delivery/operations status and drive

decision making in order to deliver on time.

CAREER CONTOUR

Danske IT Support Service and Operation, Bangalore IT Development Manager

March 14th 2016 - on going

Danske Bank is a Nordic universal bank and one of the leading financial enterprises in northern Europe. Danske IT is a wholly owned subsidiary of Danske Bank and Danske IT today works on all areas of technology for Danske Bank like Business Banking, Personal Banking, Markets, and Transaction Banking on various technologies ranging from Mainframe, .Net, Analytics, Java among many others

PRINCIPAL DUTIES AND RESPONSIBILITIES

Establish and refine service delivery processes across the bank

(Process Management, Improvement, Production support, Strategy Consultant, Leadership)

Provide operational and tactical expertise and execution to ensure consistent and comprehensive delivery of Service Operations

Ensure all processes and procedures, both internal to the team and interaction with other teams, are followed and work to improve whenever appropriate and necessary

Serve as the global process head for IT Production Processes, managing Process Consultants, setting direction and execution consistent with the service management strategic roadmap

Develop, measure, and report process performance and functional metrics in order to identify opportunities, measure success, or validate expected outcomes

Collaborate and support initiation efforts by assisting in the definition of scope and the development of work plans, estimates, and timelines.

Proactively identifies and effectively assesses improvement opportunities (productivity/efficiency gains, cost savings, etc.).

Coordinates issue resolution with Vendors and/or cross functional teams and communicates issues resolution with end-users

Responsible for managing the business relationships with external vendors and FSA’s ( Financial Security Advisory Board)

Ensure that the IT Operational departments receive all the knowledge and tools required to ensure a smooth transition from the development program in to the live service

Interact with the Demand team to get the project pipeline, Application Support Team and Service Delivery team to land new Services into BAU Support.

Directs the creation and maintenance of system documentation (e.g. Wiki, Knowledge Base Articles) and admin training documentation for users.  

Design of service models that underpin the delivery of IT services in an multi-vendor outsourced environment

Identify training needs of the team. Plan and execute a structured approach to enhancing the skill level and productivity levels of the team

Oversee performance evaluation, promotion, termination, compensation activities for employees.

Strategy Consultant

IT Transformation and Process Consulting

Technology Service Management assistance, to help clients make smooth, meaningful changes to improve operational efficiency and reduce costs Facilitate integrated environment setup with 3rd party vendors & clients

IT Operating & Governance Model – Being Captive sector- working with in the GIT departments to streamline operations and form governance model to execute bank 2020 strategy

Data/ Information Strategy – Collaborating with various GIT teams for Application and information architecture mapped to the business process architecture

Leadership   Collaborated with the business, proposes and leads solution and improvement efforts based on a high

degree of business acumen. Conceives, proposes and influences new ideas and gains alignment on decisions within and outside team;

usually armed with a known skill-set, competency or tool and is aware of the bigger picture in a domain.

Leads design/delivery efforts and translates requirements into component designs/work; leverages, suggests best practices and delegates tasks.

Proactively develops team members and peers through coaching and mentoring them on technical skills, business acumen, and soft skills. 

Contributes to new initiatives by providing expertise and experience with limited direction from Manager; Self-directed

EMC2, Bangalore Program Delivery Manager

April 2013- March 2016

EMC is a leading provider of IT storage hardware solutions to promote data backup and recovery and accelerate the journey to cloud computing.

PRINCIPAL DUTIES AND RESPONSIBILITIES Responsible for change, incident & problem management for 30+ clients under shared service model by

adopting the best practices of ITSM with total strength of 30 + L1/L2 resources. Ensuring the process of controlling changes to the infrastructure in a controlled manner as well as

enabling approved changes to be implemented with minimum disruption Providing a L1 Competency point of escalation for the delivery centers on the service including point of

contact for offshore L1/L0 teams Accountable during the outage and participate over bridge calls to ensure outage resolved with in SLA. Availability Management: Accountable to ensure proper contingency plans are in place in case of an

outage and consecutive backup failures. Impact Analysis and Service Outage Analysis initiatives, determine cause, analyze trends and take appropriate actions to ensure service availability meets SLAs

New Client Engagements / roll offs, demand estimations for project implementation and run support efforts, transition planning into Event Management

Evaluate manual checks and propose them to automation via automation tools / scripts. Supervises and coordinates the day-to-day activities of delivery staff in an assigned region. Develops work schedules and monitors work flow to achieve established goals & objectives. Produce weekly Run, Project & Unmet demand analysis report. Review daily incident analysis reports and ensure SLA is met. Analyze Major incident and produce RCA for Client services. Create the known error solution DB for all

Major incidents. Measure repeated infrastructure events / incidents and produce problem records. Responsible for recruiting, hiring, and on-boarding new employees Monitors employees' performance and provides ongoing feedback to the individual. Aids in each individuals development by enabling employees to participate one-on-on, on-the-job,

classroom, and computer-based trainings. Acts as the primary conduit for organizational and corporate communication. Ensures team is aware of ongoing initiatives or upcoming changes Training need identification & Skill review for resources Compile, analyse and report statistical data and trends. Identify KPIs and implementing CIP for efficient

environment. Train & Mentor IDC functional teams to ensure that process guidelines are understood and followed

Achievements

Highest Score in GPTW my voice survey continuously for 2 years (score above 90%) Played significant role in implementing GCC ( Global Command Center) in EMC for Managed Services Awarded for submitting the maximum number ( 22) for idea’s for EMC world Innovation conference Lead various initiatives for EMC (such as GPTW, Lead Diversity and Inclusion for current Business Unit and

formed a strong core group to hire 30% women employees and resources from differently abled group)

Accenture India Pvt. Ltd. Service Management Lead

From-June 2006 to March 2013

Key Accountabilities: SD/SMC teams

Responsible for the management and oversight of IDC Service management processes, which may include:1. Incident Management: Event Management, Problem Management; Request Fulfil Management2. Change management: Release Management, Service Level Management; Configuration Management3. Resource coordination: Customer Management, Dispute & Technical Resolution Management

communications at various levels4. Availability Management : Accountable to ensure proper contingency plans are in place in case of an

outage and component Failure Impact Analysis and Service Outage Analysis initiatives, determine cause, analyze trends and take appropriate actions to ensure service availability meets SLAs

5. Capacity Management : Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business, Ensure that service performance achievements meet or exceed all of their agreed performance targets, by managing the performance and capacity of both services and resources

Administer and manage the configuration of process related tools, reporting tools, and associated technologies

Collaborate with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement of IDC Service Management

Compile, analyze and report statistical data and trends relating to service management processes and their effectiveness

Train & Mentor IDC functional teams to ensure that process guidelines are understood and followed Ensure effective communication and coordination of process efforts between support teams Provide subject matter expert and point of contact for Escalation/Processes/SM related questions or issues

and facilitate decision making and process walk through Provide support and overall management of Service Management processes and tools Instigate relevant process reviews and investigations into recurring problems identified through process

analysis Manage the Global Service Management process framework, acting as a Change Manager for all planned

and coordinated changes Advocate the use of Service Management processes within the department, encouraging the use of best

practices to manage processes effectivelyTransition

Provide support for the Service Transition teams and people,

Ensure that all parties adopt the common framework of standard re-usable processes and supporting systems in order to improve the effectiveness and efficiency of the integrated planning and coordination activities,

Plan appropriate capacity and resources to package a release, build, release, test, deploy and establish new or changed service into production.

Responsibilities include,

Execute Knowledge Transfer Approach and Knowledge Transfer Plan Implement the communications as defined in the Communications Plan Provide stakeholders with information explaining the new organization and their roles within the

organization Work towards enabling all of the resources on the deal to successfully access the systems and tools they

need to deliver the service to the client Manage and deliver Process Documentation Proactively address changes to scope / effort / budget / change requests / issues during KT and escalate to

Mobilization Lead Ensure that Service Transition issues, risks and deviations are reported to the appropriate stakeholders and

decision makers Identify, manage and control the risks of failure and disruption across transition activities Ensure Process Gaps are plugged and Support service delivery to stabilize operations post go-live

Hewlett - Packard India Pvt. Limited, Bangalore Executive– Service Desk Sept 2004 to June 2006

Client : Hindustan Unilever Limited Employer : Bhilwara InfoTech Limited

RESPONSIBILITIES

Logging user calls related to IT infrastructure incidents /problems/ service requests. Unlock / Reset the Unix IDs, Email IDs, domain IDs etc.

Provide first level support to users over message delivery system (Telephone, email) Assign the call to required support group if the problem cannot be resolved over telephone. Track and escalate the call to team leader/ management / Service providers etc. if the problem requires

their assistance to resolve the user call. Classify and prioritize the calls. Track the status of calls and update the user. Close the call with user after the call is resolved. First level service providers coordination (Logging call with service providers and follow-up) Manage information about service providers, users etc. Timely escalation of call as defined in the matrix. Ensure adherence to the process defined. Performed customer service role effectively dealing with customer problems. Vendor management. Generate daily & monthly report.

ONLINE INSTRUMENTS, Bangalore June 2004 to August 2004

Designation: Office Administrator

ERGO AUTO LIMITED (Earlier Studds Ltd.) Faridabad Dec 2002 to April 2004

Designation: Office Assistant

ACADEMIC QUALIFICATION

Graduation from Delhi University – B.COM (Pass) – Passed out in 2003 10+12 K.L.Mehta Dayanand Senior Secondary High School, Faridabad –Haryana

PROFESSIONAL CREDENTIALS

Prince2 Foundation and Practitioner Certified ITIL Intermediate Life Cycle Certified –for Operations and CSI Modules in 2015 ITIL V2 & ITIL V3 Foundation Certified PMP (only training) ISM- Information Storage Management ( EMC- Training) Green Belt Training (EMC online training)

PERSONAL DOSSIER

Date of Birth : 12th June 1980

Passport Details : NO771625

Marital Status : Married

Residential Address : #62, Sauvaigam, Nagappareddy Layout ,Akash Nagar, B Narayanapura

Bangalore, Karnataka, India

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