Prince 2 Practitioner Certified ITIL V3 2011 Certified Expert LSYB CCF PMP Trained

1. Satish Kumar Banigole (ITIL V3 Expert)
Support Services ~ Incident, Problem,Release & Change Management and Service Request Fullfillment.
Objective
To align and manage IT services of the organization through a process of definition, agreement, measurement and review and maintain the
Global SLM process.
CareerDetails
Tech Mahindra Tenure 24 Mar 14 –till date ()
Working with Tech Mahindra as Project Lead (Service delivery – Global Operations) for Project Client – GE Appliances and Lighting
Providing Leadership for the command center operations & ensuring smooth transition from client location.
Maintain the overall operations and supervising 20 team members with regards to day to day operations (Including Workforce management)
Ensuring to enhance their competencies to ensure they meet the desired metrics for their performance appraisal (SWOT Techniques)
Support the Program Manager as the service delivery advocate.
Transition Management.
Project Management:
• Delivered Managed Service Transition projects focusing on Managed IT and infrastructure Solutions, using industry best practice to ensure the
highest possible customer satisfaction from conception to effective Business As Usual Operation. To participate in the development of Managed
Service strategy, contributing on behalf of Solution Delivery to the evolution of Managed Service capability to meet group business plans.
• Managed all aspects of the full implementation of services.
• Leading migration for large clients from their existing complex environment to a standard “Managed Services” environment
• Lead and manage virtual teams and interact with Global Clientele
• Planning, developing and implementing IT Operations using ITIL framework
• Responsible for process transition and training
• Production, Management and Execution of the Transition Plan(s)
• Ensured that all service acceptance activities have been completed within the agreed timeframe for go live, early life and BAU Support
handover and are fit for purpose
• Ensured that all parties are prepared to accept the service into operational support.
• Ensured that all necessary service and support documentation is completed to the satisfaction of relevant parties, (e.g. The Business,
Technology teams internal and external, Third Parties etc.)
• Review existing processes, make recommendations and managing any improvements
• Managed each phase of the transition throughout the programme, ensuring appropriate governance (i.e. sign off-[RACI-VS]) from stakeholders.
• Ensured that all project related system change is being managed through the appropriate Technology, Project or Business change management
process.
• Act as Critical Incident Manager whenever required.
• Expertise on Service now tool.
• Member of Process Integration COE, ITIL Process Consulting, ITIL/ITSM Process Re-engineering.
ITIL Consulting, ITIL Process Design/Integration, Process Transitions, Client Engagement, Tool Migrations, Testing, Documentation, Trainings.
Incident Management:
Performing confidently and authoritatively in role of incident management subject matter expert and lead technical personnel in responding to
fast paced incidents
Classify, define, and scope issues into projects that will drive down the total number of recurring problems and common issues
Ensuring timely resolution of incidents is the first priority to reduce their impact on business
Establishing the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur.
Ensuring that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact.
Resolving problems independently and understand escalation procedure. Coordinate escalations and collaborate with internal technology teams
to ensure timely resolution of issues
Driving Incident Management resolution, by facilitation of technical bridge throughout the event lifecycle
Running Incidents in a large, complex enterprise environment with deep and wide understanding of technology architecture and platforms.
Liaise with external service providers to facilitate prompt resolution
Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls.
Ability to maintain a professional demeanor and attitude while being assertive.
Ability to multi-task and make sound judgments in a fast-paced, high stress environment and to interact with and influence people/groups of
widely varying disciplines and backgrounds.
Technical breadth to be able to ask the right questions, collect the responses and set actions based on information – also to challenge
information if the response does not fit the situation
Ensuring increased availability for clients, eliminating risks and ensuring a stable environment
Ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the full incident.
.timeline of events. Ensure timely, clear communication regarding high priority issues with the appropriate stakeholders.
 +91 9849143774
 satish.banigole@gmail.com

2. •Maintain all Incident/Problem Management process documentation
•Operate and closely function with Operations Command Center/NOC environment
•Facilitate daily Incident /Problem Review meetings
•Created MIRT (Major Incident Response Team) documents for DR CAT 1 and CAT 2 applications and services.
•Contribute to the development / improvement of Global and regional standards, frameworks & models to support service excellence and
ensure adherence
•Understands how Client’s technology infrastructure underpins business objectives – Shared Services, in particular.
•Demonstrating effective stakeholder engagement across a globally-distributed organization and hierarchy across differing time-zones and
geographical boundaries
Problem Management:
Executes the Problem Management process tasks in adherence with global and local requirements
Coordinates and manages the Problem Management process activities across the global factory and with external suppliers to agreed global and
local SLAs
Escalates risks and issues to the Problem Management Regional Process Owner
Supports Problem Management reporting (KPIs and customer SLAs)
Assists the Problem Management Global and Regional Process Owners in driving Service management best-practice and ITIL process
standardization
Assists the Problem Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Problem
Management process across their account(s)
Assists the Problem Management Global and Regional Process Owner in identifying and planning for Problem Management process improvement
projects
Drives implementation of standard execution of the Problem Management process
Assists the Problem Management Global and Regional Process Owners in driving cross-account process standardization
Assists the Problem Management Global and Regional Process Owners in standardization to enable offshore targets
Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs
Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
Is responsible for acting as an escalation point to expedite problem resolution
Is responsible for providing regular feedback to the Problem Management Global Process Owner
Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
Ensures that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered
Ensures quality of Known Error record and the Knowledge Database
Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier
Management when necessary
Conducts Post Resolution Review of critical problems and supports to follow up of their activities together with Service Delivery Manager
Ensures that Problem Management KPIs are reported and their targets met
Takes escalations from Problem Coordinator and handle them accordingly
Builds awareness of a Problem Control Process across engaged parties and act as a Problem Management Process Expert.
Change Management:
• Asses the change impact and complete change management assessments. Insure that Impact Assessment of the changes is carried out keeping
all possible impact scenarios in mind.
• Convene and chair the CAB (and on need basis, the Emergency Committee) meetings at correct frequency in order to facilitate a reasonable
time scale for approval/rejection of the proposed changes
• Responsible for all Change Management activities, to include new business planning, Change Advisory Board (CAB), the production of
management information, Request for Changes (RFCs) and a change schedule
• Increasing operational efficiency.
• Arranging a implementation schedule of events
• Defining the scope of the Change Management processes.
• Identifying change opportunities.
• Identifying the root causes of processes that are to be changed.
• Ensuring that all plans run smoothly and are practical.
• Planning all changes through stakeholder engagement, analysis and participation.
• Delivering medium sized change projects right from initiation and planning right through to deliver and implementation.
• Apply a structured methodology and lead change management activities
• Influenced product and project delivery through the Change management process.
• Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice
Accomplishments:
•Designed KPI – KRA measurement system including dashboard design.
•Completed six sigma yellow belt training & certification
•Leading a Lean project with regards to “Reduction of MTTR for critical and High (Sev 1/ 2) [Specific to Incident & Problem Management].
•IPC Expert (Incident, Change, Problem Management)
•Transition of Incident, Problem, Change Management from Onshore to Offshore.

3. IBM Tenure 17 Sep 13 – 17-Mar 14 (6 months)
Worked as Incident Manager (Service delivery – Global Operations) for the client Nio-Sensis (Telstra).
Job Description:
• Provided an integrated management & co-ordination of incident management, Problem management, Change management & Availability
management processes.
• Assuring that services & components are designed & delivered to meet their availability targets. Responsible for lifeline metrics.
• Support the DPE and/or PE as the service delivery advocate.
• Ensure relevant governance /interlock with Sending Geo, end customer and technical service lines Interlocking with senior Management in GTS
to discuss process improvements for productivity gains Project-oriented leadership of customer teams from different locations.
• Review service line performance (overall view) and devise improvement plans as required.
• Integrate services to meet service level agreements and budgets
• Responsible for service quality, service delivery performance and drives service excellence
• Define, Own Service/Quality, Process Improvement plan
• Client Facing Exposure and Strong Relationship Management skills.
• Contract Management.
• Service Reporting (internal and to the customer) in accordance with the contract
• Control of budget (project expenses, indirect expenses, etc.).
• Continuous efficiency increase, project expenses reduction as well as optimization of the utilization of the involved center organization.
• Reviewing SOW & updating it through Change Process; Synchronization of scope across SOW, OAM and CTM .
• Manage the delivery commitments of the GDC according to the contract or SOW (Statement of work). Responsible for service delivery audit
readiness .Ensures Compliance to all Business Controls activities.
• Ensure Audit Readiness for Service delivery. Exposure to SOX, Corporate audits
• Audit support and coordination.
• Referred as National Ops manager/ Service Availability Manager/Service restoration lead.
• Taking care of the Major incident Management as Critical situation Manager.
• Ensures implementation of and compliance with documented operations management practices and procedures specifically for problem,
change, incident management and request for service processes.
• Driving Internal and external governance calls with team and customer.
• Define and manage Process around IPC and accountability for customer satisfaction by integrating various teams.
• Continually identify ways to reduce cost delivering the services and improve service
• Deliver on service commitments - As directed by the DPE/PE, drive/manage subcontractors/third party providers.
• Participate in Technical proposal preparation and submit to DPE/PE for review and approval
• Participate in account plan/strategy - Understand customer requirements and business opportunity/requirements identification, guidance,
support and closure
• Provide technical support and participate in the Change Control Board and/or change control process
• Participate in response to RFS's on behalf of the delivery organization
• Drive/participate and coordinate audit readiness and GSD331 compliance for delivery .Drive/participate and coordinate crisis management.
Accomplishments:
Awarded rewards & recognition from the DPE in regards to the transition of the activities from Onsite team.

4. CSC Tenure 04nd
April 08 – 13-Sep ‘13 (5.5 years)
Worked with Computer Sciences Corporation (CSC) as Network Engineer/Service reporting Backup Team Lead
Job Description:
• Proficient in running successful process operations & experience of developing procedures
• Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their service related critical issues
• Working on Technical (LAN/WAN),E-health Administration, IP and DNS Allocation, Service Reporting(Providing Network Performance Report to
the senior management)
• E-health performance management (capacity management) (tool owner for various clients)
•Transition of new processes under the guidelines of LOS (line of service) aboard.
• Perform Quality Checks Internally in the team.
• Training the new hires and mentoring them.
• Attending the Daily Service Review conference call to update the senior management on the existing critical issues.
• Mapping the core processes with day to day operations.
• Working with the Incident Management team for critical issues and escalating them to the right contacts to ensure that the issue is resolved.
• Managing the lifecycle of a ticket and ensuring that the TAT is minimum.
• Dealing with both internal and external client requirements and escalations.
Operations Management
Mapping clients’ requirements and coordinating in developing & implementing processes in line with pre-set guidelines.
Monitoring the processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Preparing MIS reports & other reports with a view to apprise management of the process operations and assist in critical decision-making process.
Client Servicing
Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving
their issues, ensuring minimum TAT.
Team Management:
Worked as an acting Team Lead to ensure that the tickets are being processed within the given SLA.
Ensured that there is a healthy atmosphere for the team to work.
Network Engineer
•Transition of TEMS (Telephone Exchange Management) process offshore from Australia
•Lead Agreement Reviews.
•Service Improvement Plans to improve SLA performance at the account level
•Mitigations to improve MTD SLA performance
•Participates in negotiation of Agreements with customers and service providers.
•Provide governance for Service Improvement Programs.
• Analysis of carrier metrics
• Invoice and contract management
• Ensure that Managed Services customer invoices are successfully received and loaded within determined timelines and budgets.
• Support the customer implementation and ongoing production process ensuring vendor set up and FTP details are complete.
• Vendor management (international service providers like Optus & Telstra)
• Transition of process’ from onshore team using ITIL frame work, project management tools.
• Main spoc for transition for TEMS India in line with TEMS Australia.
•Back up Team Lead for TEM team (Aust region) (including Work flow team & Billing analysts)
•Provide ongoing support for invoice troubleshooting, system enhancements and critical system issues through daily ticket monitoring, ensuring
timely resolution to meeting customer SLA’s.
•Implementing the 6 sigma drive within teams so as to encourage stream lining of the process for optimum revenue generation for the business
unit.

5. Work Flow Management
•Stewards the end to end Workflow for Incidents, Problems, Tasks, eforms BPM and Minor Projects within the team/dept.
•Monitoring Workflow using Infrastructure tools (Unicenter Service Desk, Remedy 7 – Incident Management, Problem Management and BHBP).
•Assign incoming Incidents, and manage the lifecycle from end to end.
•Ensure all incidents are assigned to the most appropriate Support Technicians (Service Providers) in a timely manner.
•Process the initial "Respond/Contact Customer" to ensure contractual customer / end user response SLA's are met.
•Process or notify out Service Desk Escalations.
• Manage aged tickets - and ensuring all aging Incidents are adequately explained and in the most appropriate status to prevent misunderstandings in
relation to provision of service fulfillment.
•Ensuring accurate status and updates are maintained according to the Core Process/Procedure or Work Instructions.
•Conduct follow up and reporting activities to provide Queue Owners with visibility of their team's overall workload by consolidating all incoming work
from the varied Incident Management systems into reports distributed on a predictable basis.
•Transitioned several queues and implemented KT on the same.
Quality :
• Monthly report on Planned/ completed work such as audits, corrective actions, trainings conducted.
• Day plans for both Internal/external audits
• Documentation for teams Quality Management Reviews – schedule, capture actions, report.
• Internal Audits– initiate, conduct, report & monitor.
• Process Improvements – log, monitor, report, conduct projects and report.
• QMS Deployment within the vertical
• Prepare dashboards for senior management on a periodic & adhoc basis.
• Prepare monthly operational billing expense reports for the senior management.
• Service Reports (DSR, WSR, MSR etc), including Business Intelligence data
6 Sigma Projects:-
Project Name – Reduction in billing costs for TEMS for Aust region (currently in progress)
Certification - Lean (Yet to be certified)
Role - Project lead (Revenue Savings per annum – 10,000 $ per annum)
Accomplishments:
• Awarded rewards & recognition from the senior management in regards to the transition of the activities from Onsite team.
• Awarded Accolade for the team spirit, Error free transitions from onshore team.
• Awarded Accolade for doing R&D on the current process and developing the current process to a higher level in accordance with the Australia region
data protection act.
Dell International Services Tenure - 02nd
Aug 04 – 28 Mar 2008 (3 .5 years)
Worked as Customer Support Expert for EMEA Online Operations (Dell Financial Services and Customer Query Team):
Job Responsibilities:
• Achieve & maintain the Order - Velocity Targets for CQ&DFS (Small and medium business).
• Coordinating with the sales support and sweeper team to release orders from finance hold which directly impacts e-Close Rate.
• Analysis of orders (Lease order & Credit Card) to improve close rate (RCA)
• Introduction of ‘Customer Experience’ (Quality) as a metric in DFS to ensure the GMOR (Get my order right in the first instance) which benefits e-Close
Rate.
• Introducing Rules for the online Home and Business segment of UK/IE finance related orders.
• Handle escalations and call backs on escalated issues for team as and when needed.
• Follow-up on Aging orders and reporting
• Analyze and drive compliance within the entity.
• Mentor New Hire Team Members (For finance applications Home and Business)
• Provide training on new initiatives / Policies & Procedures as and when needed.
• Mailbox handling
• Escalate sweeper issues and track for reporting.
• Call Audits
• Queue Management
• CQ Tool management and reporting
• Track and report wrong Transfers to Customer Query
• Acted as back up spoc / lead for the team of 16 CQ / DFS Agents.

6. Accomplishments:
• Awarded with the Best DFS agent 8 times.
• Awarded the Best CQ/DFS agent in the speedometer contest.
• Received Certificate of excellence in Dell for producing significant quarter on quarter improvement throughout FY’05 and for helping make
EMEA INDIA EBOX a winning team.
• Wrote Skits for the cultural activities at Dell and was awarded the Best Skit amongst all the DELL Sites in India.
Educational Qualifications:
• BCA from Nizam College, Osmania University, Hyderabad (2004)
• Intermediate from Ratna junior college (BIE), Hyderabad (2000)
• SSC from HVS High School, Hyderabad (1998)
Additional Qualifications:
• ITILV3 – Foundation
• ITILV32011–Expert Certified
• Prince 2 Practitioner Certificate in Project Management
• Cloud-Computing Fundamentals.
• LSYB – Lean Six sigma Yellow Belt.
Trainings:
Quality Control:
• LEAN
• SIX SIGMA
• COBIT
Technical Training:
•Crystal Reporting
•F- 5 Load balancer
•CCNA
Tools:
• Remedy (4 / 7 )(BMC Remedy IT Service Management.
• USD, KANA, Email management
• QIP
• IP Plan, Neteiss, Network Arikai
• EHealth, Net cm, network tracker
• MS-Office (Excel (Macros), Word, Power point)
Strengths
• Value: Highly values oriented and like to develop a strong value and respect-based culture.
• Vision: Provide a consistent vision for the future
• Creativity: Developing innovative action plans to solve problems.
• Inspiration: Try to inspire people and create a winning and fair environment for all.
• Initiative: Willing to try new methods.
• Tolerance: Able to absorb extreme business situations & pressure and come out with a strategically planned decision.
Personal Details:
Date of Birth: 6th July 1982
Hobbies: Playing cricket and watching Tennis, Football, Cricket, Philately.
Languages Known: English, Hindi, Kannada and Telugu.
Father’s name: Mr. B. Vasudeva Rao
Marital Status: Married
Date:
Place: (Satish Kumar Banigole)

7. Accomplishments:
• Awarded with the Best DFS agent 8 times.
• Awarded the Best CQ/DFS agent in the speedometer contest.
• Received Certificate of excellence in Dell for producing significant quarter on quarter improvement throughout FY’05 and for helping make
EMEA INDIA EBOX a winning team.
• Wrote Skits for the cultural activities at Dell and was awarded the Best Skit amongst all the DELL Sites in India.
Educational Qualifications:
• BCA from Nizam College, Osmania University, Hyderabad (2004)
• Intermediate from Ratna junior college (BIE), Hyderabad (2000)
• SSC from HVS High School, Hyderabad (1998)
Additional Qualifications:
• ITILV3 – Foundation
• ITILV32011–Expert Certified
• Prince 2 Practitioner Certificate in Project Management
• Cloud-Computing Fundamentals.
• LSYB – Lean Six sigma Yellow Belt.
Trainings:
Quality Control:
• LEAN
• SIX SIGMA
• COBIT
Technical Training:
•Crystal Reporting
•F- 5 Load balancer
•CCNA
Tools:
• Remedy (4 / 7 )(BMC Remedy IT Service Management.
• USD, KANA, Email management
• QIP
• IP Plan, Neteiss, Network Arikai
• EHealth, Net cm, network tracker
• MS-Office (Excel (Macros), Word, Power point)
Strengths
• Value: Highly values oriented and like to develop a strong value and respect-based culture.
• Vision: Provide a consistent vision for the future
• Creativity: Developing innovative action plans to solve problems.
• Inspiration: Try to inspire people and create a winning and fair environment for all.
• Initiative: Willing to try new methods.
• Tolerance: Able to absorb extreme business situations & pressure and come out with a strategically planned decision.
Personal Details:
Date of Birth: 6th July 1982
Hobbies: Playing cricket and watching Tennis, Football, Cricket, Philately.
Languages Known: English, Hindi, Kannada and Telugu.
Father’s name: Mr. B. Vasudeva Rao
Marital Status: Married
Date:
Place: (Satish Kumar Banigole)