Offer Zone

$60

Hourly Consulting Rate

Contact Bibin

Bibin Gokuldas

Independent Consultant

Industry Experience

Information Technology/IT

Location Supported

Singapore

Languages Supported

English

Skills

  • Technical consultant
  • Project management
  • Programming

Product Specialization

  • ServiceNow Now Platform
  • ServiceNow IT Service Management
  • ServiceNow Customer Service Management

About

Expertise in Service Now Implementation for Large Scale Industries for ITSM, ITBM, ITOM, CSM, and HR

Expert Process consultant with over 14+ years of experience in :
.IT Transformation (ITIL & ITSM) and Process Standardization
.ITIL Consulting,
.Six Sigma Process Improvement
.DR consulting.
.Continual Service Improvement
.CMDB and Asset Management

Experience also includes in Re-Engineering and Implementing Phases of ITIL

Top Project Highlights

Tally Weijl

ITBM and ITSM Development

Employment

WIPRO

2006 - 2007
    • Set up the service Line for the customer using ITIL V3 framework.
    • Handled and managed all the phases of ITIL V3
    • Managed the Asia pacific operations and managed the process quality throughout the lifecycle
    • Handling incidents related to system for end and professional users of Dell system.
    • Handling the team of the sector for all server and network related issues
    • Was responsible for the infrastructure and service delivery model
    • Handling incident related to virus threats and removal.
    • Achieving customer satisfaction by ensuring the complete resolution of the incidents.
    • Handling a team of 12 to achieve the company standards.
    • Making sure the team is active enough to achieve the requirement
    • Achieving customer satisfaction by regular touch with the user.

IBM

2007 - 2010
    • Handling in-country incidents related to Applications, Operations, Network and Servers with Barclays.
    • Set up the ITIL V3 Platform for service desk and Infrastructure using HP Service Manager
    • Banking applications like Flex cube Retail (FCR), Flex cube Commercial (FCC), Flex cube @RTGS, Flex cube @ admin, ICA International Credit Advisor, E-Box, Citrix, Prime (CTL), BO (Business Objects) etc. which includes - Id Creation, System Administration.
    • Business Objects: - Downloading reports on Daily basis, handling user related problems.
    • Data analysis for the Service Delivery team for Barclays (including Network / Server and Technical Help Desk).
    • Supporting Prime-CTL application for cards related incidents (Vendor-TSYS-U.K) from card generation to utilization.
    • Arranging and handling Bridge Calls for Severity 1 and 2 incidents, sending updates to stake holders globally about the status of the open incidents and monitoring the same till its closure.
    • Also handling incidents with Severity 3 and 4 on a regular basis.
    • Problem Management – Raising problem incidents to the vendors & providing the RCA to the business for any application related issue.
    • Process documents review & Knowledge transfer for New / Existing Resources.
    • Shift management for Incident Officers & smooth operation of TSD.
    • Daily report’s to the SRM & SDM for open & pending calls of the vendors.
    • Manage Zero-tolerance management escalations, client reviews, SLAs, OLAs etc.
    • Preparing Audit related reports, Senior Executive reports & Presentations'.
    • Active member of ITIL process implementation & support for Service Delivery
    • Continual Service Improvement for overall process.

Infosys Ltd

2010 - 2018
    • Handling a team of 8 developers for Implementing ServiceNow.
    • Project set up to deliver the ServiceNow Platform in 2 Phases.
    • Phase 1 to include Service Request Management and CMDB.
    • Phase 2 to include Discovery and Release Management.
    • Developed end to end Solution for chargeback model for the customer for monthly charge and recurring charge
    • Developed Customized solution for one single workflow for Asset Management and Service Request Management.
    • Developed and customized integration between ServiceNow and Orchestra.
    • Is responsible for overall architecture of ServiceNow as a platform.
    • Developed and customized a standardization tool for Coding, which will help developers to follow the best practices by ServiceNow and learnings from other projects
    • As a Delivery Lead, I am also responsible for the transition of development cycle from SDLC to Scrum methods.
    • Holding weekly internal and external meetings on progress.
    • Single point of contact for all communications (escalations) between the customer and Infosys.
    • Managing staff to ensure that all milestones are achieved within the agreed timeframes.

Education

B.E
2002-2006

Certification

CIS - ITSM
2019-2020

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