Under Notice Period: Last Working Day – 17th February 2017

RESUME

ARUN CMobile: +91-9946425426 E-Mail: arunkulakkad@gmail.com

Growth in a global firm that will encourage me to develop and stretch myself to reach my potential best and make an absolute contribution to the progress of the organization utilizing my interpersonal skill effectively and efficiently

SNAPSHOT

Currently spearheading efforts as Change Manager with AtoS India Pvt Ltd. ITIL certified professional with 5.5 years of experience across I.T Service Management. Well versed in Tools like SDM Tools, BMC Remedy, ServiceNow, Lotus Notes, NAR, Twiki,

and db symphony. Expertise in maintaining high standard of customer service, With Quality & services

norms to achieve customer satisfaction and business retention.

Professional Experience

AtoS India Pvt Ltd, BANGALORECurrent project name: ITIL Service Change Management

Role: Change ManagerDuration: 12th Jan 2015 - Till dated

Overall day to day owner of the entire change management process. Analyse and validate RFC's and make a decision of GO-NO GO for Change

Implementations. Schedule changes based on the impact, urgency, risk and availability of technical

resources Chair CABs and ensure that the emergency changes are scheduled with no disruption

in service Responsible to obtain customer approvals and technical team approvals before 24hrs

of Change implementation Analyse and make recommendations to reduce the failure rate of changes Proactively maintain change requests, workflows, and approvals within USD ticketing

system. Assign Work Flow Tasks to responsible groups. Communicate, facilitate, and own all Change Mgmt. Calls and drive subsequent action

items to completeness. Follow up with resolver groups to ensure reviewed CIP delivery within agreed dates. Confirmation and communication of approved changes Coordination with resolver groups, AO NL counterparts and customer as & when

required. Communicate progress and final status of the Change execution to the customer. Ensure that each change or release is executed according to approved change plan. Check, if applicable prefix Summary, and Closure of Change Request. Confirmation and communication of approved changes (internal and external) Document & report all related key metrics for success. Sets change priorities and CR pipeline.

Under Notice Period: Last Working Day – 17th February 2017

Provides oversight and approval during internal change reviews. Provides pre and post executive change summary communications. Escalation point before / during change window (if necessary) Making sure that all change records are documented, verified, implemented

successfully Adhered to Quality measurement Parameters Attending conference calls with the client to bridge the communication gap and

ensure consistency in process compliance

HCL Technologies BANGALORE Project name: Global Service Management

Client: Deutsche BankRole: Change and Release Compliance Manager

Duration: 11th Sep 2011 to 09th Jan 2015

Assessing changes for impact on related CI’s, technical feasibility and degree of coordination required to effectively implement changes.

Coordinate, convene, and assisting in facilitating change review meetings, both internally and with customers, record decisions made during change review meetings maintain a schedule of approved and tentative system changes.

Verify the completeness and timeliness of changes entered into the change management system; follow up non-compliant changes made outside the change management process.

Update and ensure the on-going data integrity of the change management database and change processes alongside maintaining change process documentation.

Review RFCs for completion and assess risk prior to submission for the CAB. Facilitate CAB meetings, document findings and provide information to authorized CAB

or eCAB. Act as the point of reference for questions, problems, suggestions, and complaints about

the change management system, recommend needed adjustments to the change system, as appropriate.

Assemble and maintain change and problem history records, prepare statistics and trend reports for use in review of the change management process.

Resolve change management scheduling conflicts and deviations according to established practices.

Assisting in managing and improving Change Management efforts and overall processes development, detail specifications for implementation and communication of change process.

Ensure current and accurate change documentation, coordinate or perform testing of process modifications and develop, also coordinate process training, educational tools, and materials.

Track and communicate key metrics to ensure compliance for Change Management standards and policies.

Work with Development team to automate the process wherever possible. Attend as requested change planning reviews and release control gate meetings. Follow up on the required documentation for any Release’s in the bank and making sure

those releases are adhered to the MRCC process.

Under Notice Period: Last Working Day – 17th February 2017

Participate as requested in change scheduling and Production Readiness Reviews for major changes.

Coordinating during the Quarterly Release for Manual Regression testing and make sure all the test cases are green before moving to production.

Evaluate and report non-compliance to Change Management policies. Using technical knowledge and subject matter expertise to understand business and

technical issues and potential impacts of the proposed changes. Participate as requested in Post Implementation Review (PIR). Ensure that all customers, support staff and Service Desk staff are trained and provided

with the appropriate Change documentation and information where needed.

Trainings & Certifications

Certified in ITIL V3 Foundation Information Technology Service Management (ITSM) Certified Defect Prevention Quality Analyst (MURI) from HCL. Certified in RTB in ASM Basics(Internal Certification) Process and Quality Management (AtoS)

Core Competencies

Global Delivery Frame Work:

Actively involved in MURI (Lean) procedure implementation in HCL.

Training the teams in MURI and coordinating with the Delivery Excellence.

Analyzing the Process Behaviors and implementing the Lean for the process.

Proficient at maintaining cordial relationship with customers, ensuring quality and service norms to achieve customer satisfaction and business retention.

Process Transitioning:

Actively involved in the transitioning of processes & knowledge transfers in adherence with the client’s requirements.

Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.

Ensuring uniformity in the process understanding at the client’s and the organization’s end.

Client Servicing:

Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.

Ensuring improved service levels through continuous interaction with the client.

Under Notice Period: Last Working Day – 17th February 2017

Achievements

Received best overall performance award for the quarter Q2 and Q4 - 2013. Recognised as the outstanding performer for the half year January – June 2014. Received appreciations from senior stakeholder and Client for better service and timely

help.

ACADEMIC QUALIFICATIONS

Bachelor of Computer Application (BCA) from Bharathiar University, Coimbatore, Tamilnadu, 2008-2011.

Master of Computer Application (MCA) from Sikkim Manipal University (2012-2015).

PERSONAL DETAILS

Date of Birth : 10.03.1991Sex : MaleNationality : IndianPresent Address : #16, 4th Main Road, 4th Cross, Ayyappa Nagar, KR Puram, Bangalore - 560036Permanent Address : Chiravarambath, Kulakkad, Palakkad, Kerala - 679503.Marital status : Married Languages Known : English, Malayalam and Tamil.

DECLARATION

I, hereby solemnly Pledge the above information is true and correct to the best of my knowledge.

Place: Bangalore Name: (ARUN C)