Ravi Senjalia

Global Tech Currency Project

• Migrated 2192 Windows/SQL 2012 servers to Windows/SQL 2016 and Application servers to Windows 2019 Platform.
• Liaison with IT Infrastructure / Platform Teams through all phases of migration / installation of new hardware ensuring timely, accurate implementation of new system functionalities
• Created integration data flows, mapping and process flow maps, user training manuals and conducted show and tell sessions for business and user communities.
• Leveraged waterfall & Jira skills to develop actionable tasks based on requirements epics and user stories, IT strategies into well-defined system deliverable to businesses
• Lead team of 20 engineers focused on resolving complex customer issues, resulting in improved overall satisfaction ratings to 97% across all channels.
• Implemented data-driven decision-making processes to analyze customer feedback and improve service quality by 90%.

ServiceNow Upgrade

ITOM

• Responsible for all end-user support related activities including Service Desk, On call Onsite Support, Access Management, Logistics, Continual Service Improvement and Mobility for 25k+ clients across US and Canada. I Manage high performing 20+ employee and contractor team across region with highest customer satisfaction across any other region within Chubb. Enabled productivity efficiency by 40% through show and tell creative ways and knowledge Transfer sessions.

Swimlane Integration to ServiceNow platform

• Enhanced security module to ServiceNow platform.
• Built out framework for next-gen operational security to support dynamic business environment comprising IAAS, PAAS, and other cloud technologies.

KCS Integration to ServiceNow Platform

• Enhanced Knowledge based module to ServiceNow Platform.
• Deployed global IT Service Management (ITSM) and monitoring standards. Defined service levels, expectations, and roles/requirements
• Developed and implemented communications plan to proactively manage relationships with Accenture and vendor service providers like Oracle, EMC, Pivotal. Successfully negotiated multi-year IT outsourcing contract that resulted in savings of $2M over term of agreement.

Consulting: Fiserv (First Data)

• ITSM implementation for Cloud platform services with ServiceNow ITOM cloud management
• Streamed line work processes, and teamed up for work enhancements to Incident management processes, IT ticket executive's framework arrangement work processes in ServiceNow.
• Implemented Incident Management workflow for IT operations team that reduced outages by 35%.
• Designed, implemented and Integrated IT Service principles for Various BU and Continuous service delivery processes.
• Created operation KPIs report for MGMT Tiered level for Department performance and Maintained IT Help desk Operating procedures.
• Managing IT projects for client infrastructure mainly: Virtualization, Data Migration(Netapp Cluster FAS6250 to AFF3000), Storage array life cycle (FAS6230s & FAS3250s) & Data Retention
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
• Performed site evaluations, customer surveys and team audits
• Prioritized and organized tasks to efficiently accomplish service goals
• Offered friendly and efficient service to customers, handled challenging situations with ease
• Proved successful working within tight deadlines and fast-paced atmosphere

• Standardized and Implemented ITIL Processes for US IT department saving US 1/2 million dollars per year via migrating services to Cloud base.
• Provided training to various IT department on new updated processes and procedures for day to day Operations.
• Resolved interpersonal conflicts by listening, finding common ground and building relationships.
• Collaborated with others to discuss new IT process opportunities.
• Worked with customers to understand needs and provide excellent service for KPIs.
• Delivered IT services to customer within specific timeframes via Change Management.
• Improved customer satisfaction by implementing streamlined service processes and staff training programs
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage

• Enhanced ITSM operational guide to support operation procedure for clients.
• Created shared service ITSM processes and procedures for IT services.
• Worked on 18 Database upgrade solutions to global S&P business with local US DBA team.
• Storage Life Cycle Project and Data Retention Strategy with newer IT infrastructure.
• Project plan and perform cost analysis for hardware life cycle of IT infrastructure.
• Collaborated with executive leadership to align departmental goals with overall strategic objectives, maximizing ROI on technology investments

• HADOOP & SPLUNK Hosted Platform Infrastructure Implementations:
• Collaborated with Cloudera, Dell & Cisco architects to finalize design infrastructure requirement for Hadoop cluster
• Successfully engineered and deployed 2 X 600 Node Hadoop cluster in production as per PNC Business requirement
• Played active role in Service Management for Hadoop environment and designed new service module for their internal customer
• Worked with PNC management to streamline business processes and Hadoop operation processes in order to provide seamless service
• Created project plan & schedules for deliverable
• Designed data protection and operational strategies with Dell for Hadoop in order to meet SLAs & various protection requirements
• Collaborating with Cloudera team on auto-install of baseline security approved level of Hadoop & OS installation every node
• Responsible for transition to Production operations team in monitoring and isolating performance issues
• SPLUNK Project Planning: Successfully delivered infrastructure requirements for SPLUNK project
• Established guidelines for capacity management and ensuring optimal performance for applications
• Ansible Automation: Lead Ansible Automation project implementation across all CBP, LAA pipeline applications
• Shortened time to market and standardize on automation of application rollout to production.

• Cloud Transformation: Managed migration of Digital organization applications from local DC hosted VMware virtualized environment to AWS Cloud
• Technical lead for architectural reviews on design specifications and RFPs
• Supervised transition of applications with Development and QA team
• DevOps Operations: Managed team of 25 developers for Web store DevOps team
• Automation & Release Management: Managed migration of manual testing to Jenkins automation frame-work as part of CI strategy
• Also, established process for versioning of software and integration of module in Bit Bucket
• Agile: Scrum master for API/ATG features
• Proficient with JIRA and in creating epics for team in Agile Scrum board pertaining to web store enhancement related features
• Actively managed WBS/Schedule/Purchases of various online services to complete project successfully.
• Handled ~25 calls per day to address customer inquiries and concerns
• Led projects and analyzed data to identify opportunities for improvement
• Drove operational improvements which resulted in savings and improved profit margins
• Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities
• Led cross-functional teams to successfully launch new products, meeting deadlines and budgets
• Optimized project timelines by effectively delegating tasks and prioritizing workload among team members

• Global IT Platform Operation North America
• Technical Leadership: Created IT Road Map for various Pharmaceuticals BU
• Provided leadership, guidance and process design expertise to adapt best practices for infrastructure services and pharmaceutical Audits (FDA, GxP, SOX, Clinical & Non-Clinical)
• Created project plans for various medium/large BI Projects
• Developed solid DR Process for NGDC & 8 Business Critical Systems
• Cloud Transformation/Migration: Successfully migrated 30+ Applications to AWS Cloud and their associated databases transformed to newer server/storage platform
• Merged 26 small data centers to NGDC through IT platform transformation & HLCM
• IT Solution Delivery: Managed and mentored infrastructure SME team proficiency in VMWare, EMC, HP, NetApp, Veritas Net Backup and cross functional team across the globe implementing LAN/WAN, Database, & Middleware services
• Implemented new security technologies/policies to secure dynamic business environment
• ITSM: Designed and implemented New IT Operation processes and Service level in Sanofi using ITIL methodologies
• Established SOP's and processes for IT services, data security and network services and setup KPI requirements for Customers
• Executed consistent compliance with all Sarbanes-Oxley(SOX), GxP and FDA audit of Infrastructure environments
• Vendor Management/Data Center Operation Management: Conducted monthly governance meetings with vendors and IT business partners to review POs, Actual billing and service level compliance
• Managed Accenture off-shore outsourcing team
• Managed DC ITSM/CMDB/HVAC systems
• Reviewed DC Capacity/HVAC Load Balance Weekly Team
• IT Capacity & Resource Management: Successful in building and mentoring individual contributors to deliver measurable business value and effective team relationships.
• Analyzed department and job-related functionality requirements to align technology priorities with business needs
• Performed regular audits and tests of infrastructure and applications
• Fostered positive working environment that encouraged innovation, collaboration and accountability and managed end-user needs with functional and security responsibilities
• Cultivated highly-regarded technology services organization that sustained culture of respect, collective pride and individual and group professional development
• Documented and analyzed processes and procedures and adhered to regulatory guidance
• Interviewed, hired and trained staff, leading performance reviews and offering constructive feedback
• Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes and performance measurements to balance continuous innovation with responsible risk-taking