G Praveen Rikhshit

• Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
• Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Proposed and implemented system enhancements to improve performance and reliability of storage environment.
• Managed and maintained Application & Infrastructure environments at corporate headquarters and remote locations.
• Designed, documented and executed maintenance procedures, including system upgrades and patch management using update manager.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Developed project plans identifying key issues, approaches and performance metrics.
• Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
• Sped up and simplified application and resource provisioning.

• Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
• Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Coordinated two projects, including defining scope, managing milestones and maintaining strong relationships with all stakeholders.
• Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
• Communicated regularly with customers concerning data exchange and technology integration.
• Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection.
• Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
• Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
• Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
• Oversaw development and implementation of improvements to support and network operations.
• Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
• Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
• To ensure an end-to-end support model is in place and agreed / understood by all stakeholders
• Manage through the closure of all Requests for Incident, Change and Problem as per the agreed SLA.
• Ensure all support documentation is in place and handed over to the relevant teams
• Plan and manage /coordinate the necessary service implementation activities in the run up to and immediately post go-live
• Managed an 8 members team with the skill set of Service Delivery, Change, Incident and Problem Management
• As an additional responsibility took over Change Management operations and functions
• Global SPOC for Global Change calendar
• One of key approvers in the Leadership team for Exceptional Change Approvals
• Front-face of end to end communications to stakeholders for all key activities
• Chairing the CAB meetings on a regular basis to discuss about the changes, their scope,severity, back out -test plan, resources and the estimated duration of the changes
• Training other teams on raising the changes in Remedy tool
• Key person to handle critical services related changes
• One among the leads to obtain the change exception board approval for the changes scheduled during freeze period
• Perform trend analysis for all the failed / unsuccessful changes
• Prepare monthly and weekly analysis reports for the changes that caused incidents
• Involved in framing Compliance Task Matrix, Define KPI’s, review Work Instructions and SLA (Service Level Agreement Documents) for change Management team

• Reviewed internal systems and organized training plans to address areas in need of improvement.
• Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
• Created and optimized records management strategies to coordinate and protect information.
• Evaluated current processes to develop improvement plans.
• Used coordination and planning skills to achieve results according to schedule.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Drove operational improvements which resulted in savings and improved profit margins.

Service Assurance:

• Responsible to follow up all the Business-related support requests coming from the Business customers and steer them through the right process
• Responsible to prepare all requested achievement reports and documentation
• Fix the problem related to the business circuits within the KPIs
• Practice duties and roles in line with the authorities as illustrated in the authority matrix
• Perform any other duties related to the job as assigned by the direct manager

Change and Release Management:

• Developed change and stakeholder engagement plans and change network for upstream distribution centers project, creating innovative communication model to better engage stakeholders and leaders, which improved support and engagement
• Created new standard adopted as corporate policy with streamlined templates and faster process by developing and implementing change management tools and activities
• Developed a change management strategy based on a situational awareness of the details of the change and the regions being impacted by the change
• Forward Plan the release windows and cycles across a Portfolio/Landscape
• Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews
• Weekly Release Reporting
• Communicate release details and schedules to the Business as required
• Negotiate, plan and manage all release activities
• Maintains the release schedule for all core services and ensure alignment across key partners and vendors
• Continually work towards making improvements in the release process
• Develops scripts and automation tools used to build, integrate, and deploy software releases to various platforms
• Participate in CAB meetings to discuss release scope and/or roadblocks
• Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists
• Involved with end to end Change Management
• Verification of Quality, Business Impact-Risk and Analysis of changes in NOC environments
• Chairing Change Advisory Board meetings for Unilever Project changes.
• Creating of weekend reports to analyze the no of critical changes passing over the weekend and forwarding the report to the Leadership Team
• Working towards the alignment of critical changes within Change Calendar.
• Working towards the sharing of the quarterly based IT maintenance window via SharePoint
• Preparation of KPI to improve team`s performance and Audit Purpose
• Acting as a Focal point for Process and day to day queries/escalations regarding changes
• Involved with Defect Prevention Program, as part of Service Improvement plans
• Need to represent the CAT1 changes in the Executive Call and provide the approval from Change Management perspective
• Need to track all the changes on daily basis and follow-up on the Back out, Abort & Failed changes
• Need to have a Daily connect with Projects & Operations team to discuss on FSC changes
• Need to work on the PIRs for the changes which were notified as failure or problematic by the client (Unilever Project)
• Report Change Management activities to upper management
• Responsible for education of the Change Management process
• Track all the changes which are failing to follow the standard change management governance and act immediately on those changes by notifying the Raiser, authorizer & implementer to get it amended accordingly to ensure that those changes are not reported by the client as a governance breach of process.

• Managed quality programs to reduce overdue compliance activities.
• Performed forecasting to identify necessary changes for supply chain business.
• Planned marketing initiatives and leveraged referral network to promote business development.
• Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Negotiated manufacturing service agreements and quality standards.
• Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
• Increased operational efficiency by developing improved filing systems for confidential client records and reports.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Prepared quotes for new products and services and composed budgets.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
• Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Involved with end to end Change Management.
• Verification of Quality, Business Impact-Risk and Analysis of changes in NOC environments.
• Chairing Change Advisory Board meetings for TELECOM (NOC) changes.
• Represent Change Management in Major Event Schedule Meetings, Weekly Account Review Meetings, GSR Meetings, Failed/Regressed Change Review Meetings in Service Management Competency, Generating, maintaining and updating process related reports for accurate information availability. (E.g. Monthly, Weekly Report, Daily reports, failed change analysis reports, FSC for CAT1 & CAT2 changes).
• Carry out trend analysis on failed changes, RIAM submissions and Service Improvement plans in reduction of failed changes.
• Acting as a Focal point for Process and day to day queries/escalations regarding changes.
• Involved with Defect Prevention Program, as part of Service Improvement plans.
• Facing Internal & Customer Audits.
• Need to ensure that RIAM (Risk & Impact Assessment Matrix) form is submitted and the Category of the change in the tool and the submitted form matches. (This form would determine the Category of a change)
• Need to track all the changes on daily basis and follow-up on the Back out, Abort & Failed changes.
• Need to work on the PIRs for the changes which were notified as failure or problematic by the client. (DELL Service Project)

• Established network specifications and analyzed workflow, access, information and security requirements.
• Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
• Made recommendations regarding information technology infrastructure overhauls.
• Provided second-level support for all server class systems.
• Completed reports detailing network and systems performance, costs and downtime issues.
• Evaluated latest technology innovations and adopted cost-effective, useful solutions.
• Implemented corrective plans of action for network performance issues including availability, utilization, and latency.
• Migrated data from legacy system to SQL Server 2008 databases using SSIS to overcome transformation constraints.
• Worked with users to determine areas of technology in need of improved usability.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Analyzed complex project server issues and worked on large enterprise and business-critical applications.
• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
• Standardized job tasks and trained junior team members on industry best practices and standards.