Manjesh Naganna

A Seasoned professional with over 18+ years of experience in the areas of Project Management, Service Transition, Service Delivery, Coaching Agile methodologies, servant Leadership, across the IT and IT services Industry, currently seeking new opportunities in the industry for career progression.

Experience

Technical Project Manager • Theorem India

• Project Management: Oversee both internal product initiatives and external projects to ensure successful execution.
• Document Control: Maintain comprehensive ISO/ISMS documentation across all project portfolios, ensuring compliance and consistency.
• Client Issue Resolution: Proactively address client escalations and resolve issues, while also managing the financial aspects of contractual agreements.
• Interdepartmental Collaboration: Facilitate seamless coordination with internal teams to ensure timely client delivery and satisfaction.
• Revenue Enhancement: Identify opportunities for upselling and cross-selling to maximize client value and revenue.
• Team Leadership: Lead and nurture a team, focusing on performance management and conflict resolution to maintain a high-performing workforce.
  • Lead and ManageProfessional Services offerings for HPE Global throughout projects.

Delivery Lead • Netconnect Global • Client– Hewlett PackardEnterprises

• Ensuring contracts are carried out according to agreed terms as per ISO standards
• Solving client escalations/ problems and managing financialaspects of contracts
• Manage SOW, PO, invoices and bills for assigned customers
• Identify upselling and cross-selling opportunities
• People management, and their performance management and conflict management.

Project TechnicalLead • IPsoft Global Services • APAC & USA customers

• Successfully implemented multiple IPsoft IPcenter PaaS product implementations as a Service Transition Technical Lead in APAC region such activity involves end to end project management with tight schedule, scope management, knowledge transition/analysis, design, development, testing and end user training. And also, follow- up on post implementation issues.

Diploma in Computer Science and Engineering in 1995.

Diploma in Information and System Management in 1996

Bachelor of Computer Application in 2020

Certifications

Amazon AWS Cloud Solution Architect Associate Validation Number FNN59NX1HM4E1 9WB

ITIL V3 Certified

Honeywell Certified Project Manager

Honeywell Certified Green Belt Professional

BMC Certified System Administrator

BMC Certified CMDB

Administrator

• Successfully set-up a new team, their on-boarding, “knowledge transition” and supported major client successfully.
• Successfully executed “IT Operations manager” role while supporting critical enterprise applications.
• Highly recognized for delivering “software/hardware performance improvement initiative” across diverse enterprise platforms
• Strong Analytical, Problem Solvingand debugging skillswith excellent understanding of system development metrics, tools and techniques.
• Led and delivered several non-functional activities such as capacity planning, performance analysis, scalability and availability management.
• Initiated and led several root cause analysis activities, identifying corrective actions and resolutions.
• Responsible forProduction Incident andproblem management.
• Part of core Project management team, andresponsible for project execution, issues tracking, impact analysis andmitigation plan.
• Proficient in managing onsite/offshore model projects.
• Hands on experience in Agile, Scrum,Waterfall software development methodologies
• Excellent knowledge of TOGAF 9.1, ITIL, PMIproject management frameworks

IT Consultant • Logica • Clients – EU clients

• Consultant for BMC based service management tools/ platform, for both portfolio and client projects. Lead for PaaS platforms and other cloud projects such as BMC ITSM on Cloud and other application deployments on bothSaaS and PaaSplatforms.
• Responsible for troubleshooting & configuring the Remedy System according to the needs of the business. Installation, Upgrade, Root Cause analysis and patching were done as part of my job.
• Installed and configured ITSM Suite as per the business requirement.
• Customized & configured the current Remedy System according to the needs of the business for efficiency improvements in bothIncident and ChangeManagement applications. Have hands on experience on approval mappingconfiguration. Analyzing the requirements and design solutions. It was my responsibility to do the initial analysis of requirements and design.

Team Lead (Infra& Ops) • Honeywell Technology Solutions • Client– APAC, EMEA,US (Honeywell Global)

• Remedy Server Administration, Landscape design, ARSServer Configuration & Patch Management, Email Engine configuration ,Log Analysis, Installation, implementation and support of application servers,application services, mid-tier, email engine, web applications and integrations.
• Monitor events and alerts and work with team and vendors to resolve system issues. Make recommendations about system monitoring, alert levels and thresholds and system monitored metrics.
• Take on advanced responsibilities relating to the scalability, strategy and vision of the Remedy systemsthat support

• User Management, Support GroupManagement, Permissions, User Roles,Approvals, Product Categorization, Operational Categorization, Assignment Process & SLA’s,
• Understanding of ITIL Processand implementation Analyzing Incident and Problem ticketsfor Remedy GlobalService Desk and preparing Trend analysis report of Incident and Problemtickets.
• Monitoring of application serversand services to make surethatall the services are up and running all the time. Effectively monitored application services, analyzederror logs to find out what is going wrong with the application.
• Configured SLM module based on the customer requirement. Configured Service Targets for different Service desks and support groups based out of different time zones. Hands onexperience on Data Load Console.Extensively used “Data Load console”to load data during migration of different Servicedesks/Support groups to Remedy7.5 systems.
• Have knowledge in configuring AIE jobs to load data into CMDB and to different arsystem forms. Configured Re-conciliation jobs based on requirement. Was involved in PeopleSoft integration with Remedysystem for people loadinto the system.

Senior Analyst • Accenture • Client – US clients

• Customization/implementation of ITSM 7.0 (Change, Problem, Incident & AssetManagement, ARS Server7.0, provided by RemedyTool.
• Customization/implementation of Remedy Action Request System 6.0/5.1.2, Change Management 5.6, Approval Server 5.1, A R Email Engine 5.1.2, DSO, Mid-Tier 6/6.3 and Migrator.
• Customization and rebuild (Enhancement) of workflows. Operation support for Multitenancy mode for Accenture clients.
• Customized & configured the current Remedy System according to the needs of the business for efficiency improvements in both Incident and Change Management applications. Analyzing the requirements and design solutions Troubleshooting, Bug Fixing & implementing new changes in the OOB version of Remedy.
• Maintenance, administration and give support to other support functions and end user community. Conducted training programs and private mentoring for end users, support staff and managers on the use of the application and ensuring ITIL best practices are followed.

Associate Engineer • Wipro Infotech • Client – APAC Domestic

• Implementation of Tracking and Management Process for Asset Management according to ISO Standards and SLA norms E-asset (tool) tracker and BMC Software.
• Hardware Asset Management, Software Asset Management, IMAC process (Business - wise Asset tracking)
• Inventory Management, Updating AMS (Asset Management System - Module in Remedy for IT Asset Management) Database,
• Datacenter consolation (according to DC norms) Media Management (LTO Tapes), Solving Customer related Problems, Maintaining General purchase ledger of IT Assets (Inventory), Coordinating with logistics department for sending or receiving IT equipment according to STPI norms.

Executive Administration • Lapp India

• Implementation (installation & Configuration) of IT Help Desk Management Process for IT Group. Hardware Support, Application / Software Support and Network Support. Inventory Management.
• Vendor Management - Coordinating with vendors for IT procurement / spares replacement, Keeping track of incoming / outgoing IT goods from the site.

Jan’1997to Feb’1998

Executive EDP In charge • Kalyani Exporters

• Maintenance of Systems and resources, Application s/w development in FoxPro for Procurement & Logistics and maintenance, ProvideTraining to end users.
• Documentation of Process, Customer Support (Handling Customer queries), Preparing presentations and MIS Reports

Technical Trainee • BharatElectronics Limited

• System Maintenance, Client coordination, Invoice Preparation, end users training.

Ensuring team deliverables, effective delegation of work, Task management (tracking and scheduling), Requirements management, Quality management, Release management & ChangemanagementDevelopment MethodologySDLC, Scrum-Agile

ITSM ToolsBMC Remedy, SNOW, CMDBMonitoring ToolNagios, Icinga,BMC Patrol, TrueSightAutomation ToolIPautomataOperating SystemWindows, LinuxSsh clientPutty, MobaXtermCloud PlatformAmazon webserviceToolsMicrosoft Project/ Visio/ PPT/ Word/ Excel, Atlassian Jira, Confluence, Wiki

Diploma in Computer Science & Engg