Suja Sukumaran
Austin,TX
Summary
ITIL V4 certified professional with 15 years of experience working in various ITSM areas and a strong background in data analytics and reporting using ServiceNow Performance Analytics and Power BI.
Overview
16
16
years of professional experience
1
1
Certification
Work History
ITSM Specialist – Problem & Change Manager
M&T Bank
01.2020 - Current
- Organizing and chairing Change Advisory Board (CAB) meetings
- Providing oversight of expedited and emergency changes, ensuring the correct escalation path is followed
- Work with Engineering and Operations teams to plan and coordinate software releases
- Reviews Change Schedule for conflicts
- Conducts post implementation reviews after the implementation of changes to include Root Cause Analysis where required
- Ensures changes are implemented in a controlled and efficient manner, minimizing the risk of service disruptions and outages
- Maintains all change documentation (Policies, procedures, templates, etc.)
- Produce KPI metrics on Change Success rate, upcoming Change schedule and Incidents caused by changes to senior Management
- Acting as a single point of contact for one or more problems
- Driving all problems towards Root Cause identification and a permanent fix
- Analyzing problem root cause, identifying Known Errors and coordinating actions
- Owning and coordinating follow-up actions of problems
- Reviewing problem trends, driving closure of problem tasks and creating improvement plans
- Proactively identifying problems, analyzing and recommending Service Improvement plans
- Monitoring the effectiveness of error control and making recommendations for improvements
- Developing, refining, and documenting Problem Management operation's policies and procedures
- Developing and reporting performance metrics
- Maintain regular KPI reporting for continued process improvement
- Create and manage ServiceNow SLA definitions through stakeholder partnership
- Analyze service level data to provide insights
- Create enhancements for ServiceNow Platform Team to improve workflows and user experience for relevant practice areas
- Collaborate with stakeholders to understand reporting requirements and translate them into actionable reports and metrics
- Design and implement custom reports, dashboards, and metrics using ServiceNow reporting tools and PowerBI
- Support ITSM processes with building, updating and interpreting ServiceNow reports for Incident, Problem and Change Management
- Create executive level presentations to support monthly and quarterly review of key leading and lagging measurements; presentation is supported by a rich set of dashboards and ServiceNow reports
- Analyze data trends and patterns to identify opportunities for process improvement and optimization
- Build and automate daily, weekly, monthly, and quarterly reports to track key performance indicators (KPIs) and metrics
- Provide expertise and guidance on best practices for reporting and data visualization within ServiceNow
- Train and support users in generating and interpreting reports from ServiceNow
- Dashboards prepared for Continual Service Improvement
- SLA Performance dashboard in ServiceNow and Power BI
- Application Health dashboard in ServiceNow
- Known Error Database in ServiceNow
- Incident, Problem and Change KPI reporting to CIO
- Proactive Trend Analysis dashboard
- ITSM portal in PowerBI.
Freelance/Volunteer Projects
01.2017 - 01.2019
- Help Set up ITIL /Agile process implementation in Startup companies and Non-Profit Organizations
- Analyze the current processes and provide a Roadmap to transition to ITIL/Agile practices based on the needs of the organization.
ITIL Incident Manager and Problem Manager
UST Global
01.2010 - 01.2014
- Performed the management of both reactive root-cause analysis and proactive trend analysis within IT
- Managed the Major Incident Bridge and communicated Major Incidents to Senior Management
- Service Level Manager & Service Catalog Manager
- Collaborate with Process and Service Owners to build a comprehensive Service Catalog
- Negotiate Service Level Agreements, Operational Agreements and Underpinning Contracts.
Network Operations Center Engineer
IBM
01.2008 - 01.2010
- Monitored and alerted network and infrastructure incidents
- Provide subject matter expertise in IBM Tivoli Composite Application Manager; identify and resolve issues, apply fixes and upgrades
- Tools Used: IBM Tivoli, Microsoft Operations Manager, IBM Netview
Education
Bachelor of Technology - Instrumentation and Control Engineering
University of Calicut
Kerala, IndiaOngoing – Data Analytics Essentials -
University of Texas
Austin, TxSkills
- ServiceNow Performance Analytics
- Power BI
- Advanced Excel
- JIRA/Confluence
- ITOM, Dynatrace
- ITSM Specialist: Subject Matter Expert (SME) on ITSM frameworks such as Incident, Problem, Change, Service Level and Service Catalog Manager who can handle any ITSM functions independently Good understanding of other ITSM functions like Configuration Management, Business Service Mapping, CMDB, Asset/Software mgmt and proficient in tools such as ServiceNow and JIRA Proficient in Conducting thorough analysis of IT processes, identify areas for improvement, and develop actionable recommendations
- Data Analytics and Mission Control Reporting: Experience with SQL and Python aimed at querying relational databases and merging data sets from disparate sources and report findings in a variety of formats and mediums Experience building complex reports, dashboards, and metrics using ServiceNow Performance Analytics , Microsoft Excel and Power BI and PowerPoint Exceptional analytical skills with the ability to interpret data and present insights in a clear and concise manner
- Communication and presentation skills with experience presenting to senior leadership
- Experience with data and building things – making cohesive reports and structuring data
- Soft skills include Strong communication skills with the ability to effectively convey technical information to non-technical stakeholdersAttention to detail and a commitment to delivering high-quality, accurate reports
- Culturally aware and well respected
Certification
- Microsoft Power BI Analyst, 07/2024, ongoing
- Data Analytics Essentials, UT Austin, 06/2024, ongoing
- ServiceNow Performance Analytics, 05/2024, Training completed
- ITIL V4, 02/2023
- ITIL V3 – Intermediate, 09/2013
- ITIL V3 – Foundation, 02/2011
Timeline
ITSM Specialist – Problem & Change Manager
M&T Bank
01.2020 - Current
Freelance/Volunteer Projects
01.2017 - 01.2019
ITIL Incident Manager and Problem Manager
UST Global
01.2010 - 01.2014
Network Operations Center Engineer
IBM
01.2008 - 01.2010
Bachelor of Technology - Instrumentation and Control Engineering
University of Calicut
Ongoing – Data Analytics Essentials -
University of Texas
- Microsoft Power BI Analyst, 07/2024, ongoing
- Data Analytics Essentials, UT Austin, 06/2024, ongoing
- ServiceNow Performance Analytics, 05/2024, Training completed
- ITIL V4, 02/2023
- ITIL V3 – Intermediate, 09/2013
- ITIL V3 – Foundation, 02/2011
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