Professional Summary

With 14 years of experience, I am a seasoned professional specializing in business analysis, project management, and product management. I am proficient in Agile, Scrum, and ITIL methodologies, and hold an ITIL MALC certification. My expertise includes IT Services Management (ITSM), strategic technology infrastructure planning, and developing cost-effective solutions tailored to customer needs. I excel in applying Project Management principles to budgeting, planning, implementation, and execution, ensuring robust and efficient IT operations aligned with business goals.

Contact Information

• Phone: +91-9654333366
• Email: gaurav.p8411@gmail.com, gauravibm10@gmail.com

Tools Known

• Click-up
• Balsamiq (wireframe)
• MIRO (Charts, workspace, and wireframes)
• Figma (Wireframes and UX design)
• Mural (Co-workspace and Wireframes)
• BMC Remedy (Ticketing tool)
• Easyvista (Ticketing tool)

Areas of Strength

• Sprint planning and execution, ITIL, Service management, Project management
• Positive Work Ethic, Flexible, Adaptable, Able to manage multiple priorities
• Multicultural Sensitivity & Awareness, Problem-Solving/Reasoning ability
• Dedicated, Willing, and Fast Learner, Team Player, Self-Motivated

Communication & Leadership

• Delivered Problem Management training to SBGs
• Managed the team’s shift coverage and time off requests

Certifications

• Scrum Master (2023)
• ITIL V3 Foundation certification (2014)
• ITIL V3 Expert & ITIL 4 MALC (2019)
• Six Sigma Green Belt (2016)
• Cloud Computing Fundamentals (2016)

Education

• Post Graduate Diploma in Management – Business and Marketing Management (1st class), Ishan Institute of Management and Technology, April 2008 – April 2010
• B.Sc. Computer Applications (Distinction), Patna University, May 2004 – May 2007

Work Experience

• United Nations World Food Programme, IT Operations Assistant (April 2019–Present)
  • Engaged as a Project Manager, Product Manager, Scrum Master, Service Design Coordinator, and Service Designer for the GSMT tool (Easy Vista) and owner of the Knowledge Management process.
  • Led and executed project initiatives from inception to completion, ensuring alignment with business objectives and stakeholder satisfaction.
  • Oversaw product development, managed stakeholder relationships, and maintained a detailed product roadmap.
  • Handled Service Designer training, updated toolkits, and coordinated new automation requirements.
  • Created workflows, groups, and roles within the ITSM tool, planned and facilitated sprint cycles, and tested new features.
• Hexaware Technologies, SIAM (Service Integration and Management) Lead (August 2018–March 2019)
  • Led SIAM solution architecture and design, coordinated costing/pricing, and managed multiple service providers.
  • Coordinated services, established governance, managed performance and contracts, and fostered continuous improvement.
• Wipro InfoTech, Operations Manager and ITSM Lead (October 2013–August 2018)
  • Managed the lifecycle of all Major Incidents and Problems.
  • Transitioned the Problem Management process as per ITIL guidelines for Honeywell India International Pvt. Ltd.
  • Enhanced cost-effectiveness and efficiency, managed budgets, and improved management systems and processes.
• HCL Technologies, Senior Analyst (November 2011–October 2013)
  • Implemented ITSM/ITIL best practices for existing customers.
• Convergys India Pvt. Ltd., TSO (November 2010–November 2011)
  • Provided technical voice support for Broadband and modem configurations.
• IBM Daksh, CSO (March 2010–October 2010)
  • Provided voice support for technical queries for mobile and broadband connections.