Sathish Kumar

Experienced Project Manager and a Certified Scrum Master with 10+ years of experience in all aspects of Software Development Life Cycle and ITSM Highly motivated, goal-oriented individual who is creative in the design, development and implementation of new processes with excellent reasoning, probing, analytical, communication, and leadership skills. Ensure customer success by establishing and managing compliance and Risk processes to bridge gaps between business needs, engineering capabilities, and competing priorities.

June 2021 - May 2023

Transition Project Manager (Manager), Capgemini India Pvt Ltd, Bangalore 

• Accountable for delivering the service acceptance criteria for Four projects (Financial Services)
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Host SAC calls with the Key Stakeholders and agree the Risk stories which are in scope for that phase
• Ensure all the documents in the acceptance criteria is reviewed and signed off by the Service Owner and the Operations Lead before the target release date
• Track the delivery item with the delivery owner and accountable to store all the required documents and supporting email approvals in the share point
• Accountable to create impact assessment for the projects
• Provide weekly status of the projects along with the blockers to the Key stakeholders
• Ensure Blockers, Risk and Defects are highlighted to the key stakeholders
• Closely work with the Project Manager to make sure the project is compliant from the service transition perspective and provide sign off as a Service Transition Manager
• Provide training to the new Service Transition Managers and guide them accordingly
• Delivered projects in both Agile and Waterfall methods.

     April 2020 - April 2021

Service Management (Change Manager), Cisco Systems India Pvt Ltd 

• Responsible for end to end change management for APAC region infrastructure (Banking Domain).
• Manage and drive the Network CAB and ECAB calls
• Keep the team updated with the latest process change and bridge the gap between the stakeholders
• Produce weekly monthly and yearly reports for APAC region
• Build strong relationship with ITSM stakeholders and understand their requirements
• Deliver the deliverables before the cutoff time
• Always look for continuous improvement in the project.
• Fully compliant based on the customer standards
• Proven ability to learn quickly and adapt to new situations.
• Engage the team with current updates and maintain the quality of the process.

January 2019 - March 2020

Technical Consultant, Release Manager, Wells Fargo, Bangalore 

• Review, authorize and schedule the Changes
• Managing, planning, scheduling, and controlling software delivery throughout the release lifecycle
• On call assistance during the Application releases
• Arbitrate the work orders when more information is required for the deployment
• Rollback plan will be implemented for failed deployments
• Error logs will be downloaded and shared with the Application teams to investigate further on the failed deployments
• Health checks on servers will be done before deployments
• Extending support when Emergency change request is raised
• Tools used for deployments Urban Code Deploy, TFS, Anthill Pro.

January 2018 - January 2019

Service Management Lead (Incident Lead and Problem Manager), Mashreq Global Solutions, C2H, Bangalore 

Incident & Problem Manager:

• Investigate continuously through appropriate monitoring and data collection tools problems as defined by, framework and work to minimize the impact of identified problems on the enterprise using ITIL Problem Management methodologies
• Playing a vital role in analyzing the root cause of problems as well as providing solutions to problems to prevent their reoccurrence
• Perform root cause analysis (RCA) on IT infrastructure, applications and databases using proven problem analysis methodology and Publish root cause analysis reports
• Produce statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution
• Perform investigative analysis and reporting on chronic incidents
• Host weekly Problem Management and RCA calls with the customers, internal support teams and executive
• Timely follow up on RCA's and maintaining the RCA Quality
• Sharing the Business Communication to the Internal and external stakeholders after every Major incident.

Change Manager:

• Scheduling CAB meetings for Infrastructure and Application releases and preparing Forward Schedule of Change (FSC report)
• Notifying the CAB about the new process and changes done
• Updating Change release status to top level management
• Managing Incident management during release weeks for post-implementation reviews to determine whether the change succeeded or not
• Analysis and validation of all Requests for Change (RFC) in a timely manner commensurate with their Priority and authorizing the Minor, Medium, Major and critical changes
• Performing RFC backlog follow up with deployment teams
• Validating Implementation plans, Back-out plans, Business approvals, Resource scheduling and coordinating with stakeholders, vendors and change owners to implement the change successfully.

July 2015 - December 2017

Incident Manager, IBM India Private Ltd 

• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Handling escalation of risks and issues in the Major Incidents
• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Supporting Major Incident Management reporting (customer SLAs)
• Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
• Being Proactive and reduced the reoccurring incidents
• Co-ordinate with multiple technical teams to get issue resolved within SLA
• Participating in Post Incident review calls with the leadership team for discuss on the Incident with Problem Management Team
• Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis
• Following escalation matrix appropriately to get appropriate level of focus from technical teams and management
• Generate incident reports & Operations issue trackers and initiate DIR calls to improve team efficiency and effectiveness
• Good understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email and Messaging Services and Networking, VPN etc)

December 2014 - June 2015

Senior Support Engineer, CSS Corp PVT LTD 

• Responsible in driving the tech teams in creating the tickets for External Vendors for any hardware replacement on servers considering the severity of the Incident
• Resolving Network connectivity and Accountable and responsible for resolution of tickets related to customer queries
• Responsible to ensure Severity 1 & 2 SLA's are met
• Ensure proper management of Sev1 & Sev2 queries/ monitoring
• Follow up on any Delivery Team gaps on the Bridge and on escalations and issue tracking
• Involved in performing diagnostic actions to determine workarounds/solutions
• Initiate other Service Management processes, including IT Service Continuity Management, Problem Management, and Change Management, as required to resolve the Incident.

May 2013 - October 2014

Technical Support Executive, Path Finder Business Analysis Limited 

• Worked on High priority tickets
• Managed Escalation Bridge calls
• Managed critical Tickets related to networks, servers, database etc
• Supporting/troubleshooting all Internal developed applications and handling escalation calls/emails
• Engaging resolver groups for technical issues which are beyond our support scope
• Take care of daily service desk reports (tickets logged and resolved)
• Training and mentoring agents.

August 2012 - April 2013

Customer Support Executive, Velan Info Service PVT LTD 

• Manage Domain environment for two sites through remote support (Team Viewer, VNC)
• Manage shared folder and devices through permission
• Mail Clients configuration backup &Troubleshooting (MS Outlook, Outlook Express)
• Local and Network Printer configuration, troubleshooting
• Software troubleshooting update and patch installation
• Basic Networking, Map drive, Data sharing

Bachelor of Engineering, Electronics & Communications Engineering