Name: Abhinav Suri

DOB: 12/02/1981
Contact No: 9250004321
Email ID: 2005.suri@gmail.com
Current Location: Noida
Graduation: B.COm
Certification: ITIL Intermediate in Service Operation
Current Organization : Fujitsu Consulting
Total Experience: 14 years
Capacity Management Experience: 2 years
Reason of Change: Better Opportunity
Notice Period: Can join immediately
Current Location: Noida

Abhinav Suri
Mobile: +91 9250004321
E-Mail: 2005.suri@gmail.com

Seeking challenging assignments in -ITSM (Service Management/Service Delivery)

Career Synopsis

 An astute IT professional with 14+years of vast experience in ITSM (IT Service Management) including management and
analysis of the customer requirements, documentation and MIS
 Certified on ITIL V3 Foundation, ITIL V3 Intermediate (Service Operation).
 Trained on ITIL V3 Intermediate module Service Transition.

 Proficient in process design and implementation, documentation, gap analysis, service improvement and transition.

 Ability to synthesize and conceptualize queries in order to develop and implement creative solutions, demonstrated skills to
handle a variety of assignments simultaneously.
 In depth Knowledge of ITIL processes and their integrations required for an effective IT service Management.

CORE COMPETENCIES
Functional Skills Managerial Skills
 Strategic Planning
 ITSM (IT Service Management)
 High Conceptual Ability
 ITIL Practices
 Persuasive Communicator
 Process Consulting /Management
 Team Leadership
 Process improvement
 Analytical & Problem Solving Skills
 Migration/Transition
 Influencing / Negotiation Skills
 Operations Management

Employment History
Fujitsu Consulting India, NOIDA since Nov’16 till 02 Feb’18
Working as a Service Delivery Manager for Hydro Client:
 Maintain high performing service support functions including Asset and Configuration management, Capacity Management,
Wintel, SCCM, Unix, M&C, Storage and Backup Support and Knowledge management
 Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes,
accurate reporting and establishing service improvement activities when required
 As owner of the escalation process the Service Delivery Manager takes ownership of major incidents to ensure coordination of
resolving parties, effective communication to stakeholders and post incident review
 Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
 Drive internal and third party service review meetings covering performance, service improvements, quality and processes
 Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely
manner
 Provide regular and accurate management reporting on IT Service performance
Fujitsu Consulting India, NOIDA since 16 March’15 till Oct’16
Worked as a Capacity & Configuration Manager for Multiple Clients:
 Provide a framework for Capacity planning and forecasting.
 To be responsible for optimising the capability of IT infrastructure, services and support organisations to deliver cost effective
and continued levels of Capacity.
 Monitor the Performance reports and ensure that shortfalls in Capacity are identified, recognised and remedied.
 Be able to capture business Demand requirements and convert them into Capacity plans.
 Create interfaces with other Service Management processes and agree communication paths and exchange of information
 Monitoring service delivery and customer satisfaction to maintain high standard services.
 Publish availability matrix and thereby optimize IT infrastructure capabilities, services and support to minimise service
outages and provide sustained levels of service to meet business requirements.
 Contribute in designing IT services aimed at improving availability, and ensure that current and future business requirements
can be met.
 Collate, analyse and disseminate performance metrics. Communicate metrics and hold regular performance meetings that
provide meaningful and useful information for internal customers.
 Work closely with Performance monitoring team by setting right thresholds to reduce performance related issues within the
organisation
 Responsible for implementing and maintaining Asset & Configuration Management process and procedures
 Perform analysis to ensure that the asset data is complete, accurate and up-to-date and the requirements of other business
units in relation to asset data are satisfied
 Responsible for implementing and executing asset management process/procedures to track assets through its lifecycle.
 Acts a single point of contact for any performance, availability, capacity and configuration management issues within the
organisation.

Computer Sciences Corporation, NOIDA since 01 June’13 till 12 March’15

Worked as a Global Service Level Manager for Multiple Clients:

 Understanding the contractual obligation and delivering the services up to the mark.
 Act as the initial point of escalation to the client and work with resources that have been deployed from other relevant CSC
business units and Lines of Service
 Analysing the impact of requirements and Identifies options.
 Documenting Service Level Assessment results.
 Determining and documents UC/OLA requirements.
 Reviewing of OLA’s/UC’s
 Creating and Reviewing Performance and Relevant Contractual reports.
 Performing Service Level review.
 Reviewing and obtaining approval for solutions to Complaints and Compliments.
 Ensuring the daily, weekly and monthly SLA Reports are created and delivered on schedule and with expected quality.
 Conducting cross functional DSR on a daily basis.
 Gathering customer complaints and updating the information in complaint register and tracked to closure.
 Periodic Service Level Relevance report.

Computer Sciences Corporation, NOIDA From 29 Aug’11 till 31 May’13

Worked as Asset & Configuration Manager for UK based client
 Responsible for Implementing and maintaining updated Configuration Management System (CMS) including process and
procedures.
 Responsible for implementing and executing asset and configuration management process/procedures to track assets/CIs
through its lifecycle.
 Coordinate and review Key Performance Indicators and SLA reports to analyze trends and identify proactive measure to
improve or enhance service delivery.
 Maintains a holistic view of the organization and ensures proper alignment between Configuration Management and relevant
IT Service Management processes and functional areas within IT.
 Ensure the completeness and accuracy of CIs and their relationships as documented in CMP.
 Identify gaps via gap analysis in the business process and offer solutions.
 Propose and implement automated solutions for improving efficiency.
 Responsible for managing administration, communicating and coordinating with internal departments to handle complex
customer complaints and inquiries.
 Responsible for team building & handling queries along with providing knowledge transfer and documentation.

Free Lancing From 1st October 2009 to 28th August 2011

 Exposure to various activities in supply chain management invoice verifications, vendor Development, and interaction with
different vendors during project execution.
 Prequalification/selection of Vendor and, Vendor development. This is required for material, Quote comparison and analysis,
negotiation, finalization of the work contracts or purchase orders etc.
 Preparation of work order & purchase order (PO), order monitoring, order amendments, change PO’s, etc.

Tata Communications Internet Services Ltd From 19th June 2007 to 30th September 2009

 Responsible for the entire Wireline Broadband Inbound Call Centre operations for PAN India to ensure Service Delivery.
Understanding the contractual obligation and delivering the services to the mark.
 Responsible to drive daily/ weekly review meetings with all the Process/ Product owners, making sure that we achieve our
contractual Service level Agreement (SLA), get Root Cause analysis (RCA) and Service Improvement Plan (SIP) initiated for
them, and finally to create/publish contractual monthly service reports.
  Identification & implementation of the changes in the self service channels at IVR, WEB & VAS portals to achieve company’s
commercial objectives (e.g. Reduction of Calls & Complaints per sub, closure of complaints within defined Turn Around Time,
Optimum utilization of resources available).
 Foster the relationship with the vendor/client and use analytical skills to proactively identify and manage service
improvements and provide appropriate solutions that meet the needs of the vendor/client and increase customer satisfaction.
 Process Cost and budget analysis. Coordination with HR & Administration department. Responsible for Seat allocation
(projections) and Billing of the Outsourced Call Centre.

Idea Cellular Ltd From 27th April 2006 to 14th June 2007

 Reporting to Manager - SDQ, Customer Care, Idea Cellular Ltd.

 Responsible for the entire Delhi Pre-Paid Process at Magus Customer Dialog.
 Span of Control: 7 Team Leaders & 230 Agents for Delhi Pre-Paid Process at Magus Customer Dialog.
 Help in developing strong inter-personal relationships within the team to cohesively bond them together with the organization
& integrate them with the vision & core values of the process.

Wipro BPO Solutions Ltd From 31st October 2003 to 23rd April 2006

 Reporting to T.L., Wipro BPO Solutions Ltd.

 Responsible for handling customer calls and e-mails.
 Providing resolution for pre and post sale queries for U.S. based leading computer company.
 Assisting/ mentoring new team members during their probation period.

Education
Degree/Exam
Year Institute Board/University
Passed

B.Com. (E-Commerce) 2003 A.M.E College, Agra, U.P. Dr. B. R. Ambedkar University

A.I.S.S.C.E. 2000 Hubb Lal Inter College U.P. Board

A.I.S.S.E. 1997 Simpkins School C.B.S.E. Board

Technical Expertise
 ITIL V3 Foundation Certified.
 ITIL V3 Intermediate Certified (Module: Service Operation).
 Trained on ITIL Intermediate module Service Transition.
 Sound Knowledge on Asset Mgmt Repositories like : BMC Remedy 7.6, Service Manager 9.0, Service Now
 Scanning tools – BMC ADDM, SCCM
 Packages : MS-Office (Excel, Access, Word and Powerpoint)
 Operating system : Windows-95/98/2000/XP/2007/2010

Accreditations

 Certificate for recognition for Outstanding Performance during my work period in CSC.
 Best Performance Award for the Q3 FY2006 in Wipro BPO Sol Ltd.
 Award and Certificate for the Best CE Scores in Wipro BPO Sol Ltd.
 Certificate for Extra Ordinary Performance for Productivity in Wipro BPO Sol Ltd.

Personal Dossier

Name: Abhinav Suri

Father’s Name: Late Shri Sanjay Suri
Date of Birth: 12th February 1981
Nationality: Indian
Marital Status: Married
Languages Know: English, Hindi and Punjabi
Current Address: Flat No. 1805, Tower-B2, Cherry County, Noida Extension, Greater Noida West, U.P 201306.