Contact
Nishant Kulshrestha
www.linkedin.com/in/nishant- AustraliaPR | APMG-PeopleCert Accredited |
kulshrestha-09487b7 (LinkedIn) ITIL®4,Prince2®Agile,MSP®,COBIT®,P3O®,TOGAF®9,CSM®,PMP®,Ag
SAFe®5 Agilist|
Top Skills Delhi, India
IT Service Management
ITIL Summary
ISO 20000 Nishant has got 19 years of work experience in the ICT Best
Practices implementation ,Transition & Transformation, Lean &
Certifications Agile Initiatives as a part of Continual Improvement ,Change &
Agile PM Release Management, Capacity & Availability Management, Service
Agile PM Value Stream mapping, Process Architecture, Cloud Infrastructure
COBIT 2019 Operations, Assurance , ITIL® Process Improvement, Project
DevOps Foundation Certification Management practices , Risk Management & Agile Methodologies
Agile PM
implementation for the Australian & UK Accounts. Executed Metrics
Driven Delivery involving data mining & analyzing performance
based on Point of Delivery based KPIs. Performed Business
Transformation Readiness Assessments, Stakeholder analysis,
Due diligence, Readiness Reviews, Capability Gap analysis, Build
Deployment Road-map and institutionalize Account Governance
for the Digital Transformation initiatives. Single Point of Contact
between the Customer, Stakeholders and the Development group.
Led initiatives for Process Optimization to transform Service Delivery
model, Business Process mapping, Application & Infrastructure
landscape analysis, & Automation supported by the deployment of
automated Enterprise Service Management solutions (ServiceNow)
to improve the ROI of the Accounts. Contributed in Waterfall & Agile
driven project environments using MS Project , CA Clarity PPM ,
SharePoint, Orbus, JIRA & Confluence.
Worked with multitude of Clients in the Australia region including -
David Jones, Transport Accident Commission, Kmart, AMP, QBE
Insurance & CSC Australia; and Network Rail, Alstom and Zurich
Financial Services in the EMEA Region.
Delivered training on ITIL®, Prince2®, Agile Methodologies,
TOGAF®, Scrum Master, Program Portfolio and Project
Management Office establishment to support Organization Change
Management (OCM) & handled audits based on ISO standards to
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the participants globally. Have traveled to Australia, UK, Singapore,
Malaysia, and Dubai.
Member ISACA, Sydney Chapter.
Experience
HCL Technologies
Program & Projects - Google Ecosystem
July 2021 - Present (2 years 6 months)
- Manage programs & projects of multi-functional Google Cloud engagements
for Foundational setup (Landing zones) and First Workload Migrations,
involving planning, delivery assurance, and tracking and reporting.
-Risk & issues management, RAID log analysis and actions for the account(s),
and regularly track them to meet the expected outcomes and timelines, and
build mitigation plans as the program evolves.
-Stakeholder Management, expectation settings and organize them into clear
goals and objectives, and break down large projects/processes into sub-
projects and sub-processes that could be executed by other teams or partners.
-Work closely with project sponsor, cross-functional teams, and assigned
project managers to plan and develop scope, deliverables, budget, and timing
for new initiatives.
-Manages project teams engaged throughout the full delivery lifecycle. Delivery
of projects supporting the business strategy from business case through to
initiation, requirement analysis, design, build, testing, implementation and
closure.
-Trained and coached teams and individuals on Agile Project Management &
Scrum practice, Jira, MS Project, etc.
DXC Technology
5 years 5 months
Agile Project Lead - Analytics
November 2018 - June 2021 (2 years 8 months)
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-Transition of the DXC customer using Runscope( CA Blazemeter) enabled
monitoring for APIs led connectivity on MuleSoft AnyPoint Platform - (Eyes
on Glass) Project to DXC to gain visibility on API performance, availability,
functional correctness & enabling Agile delivery environment (DevOps
continuous testing platform).
-Worked with the Customer/ DXC Application & Product Development teams
to establish Operational priorities w.r.t to Escalation Management, Triage and
Incident Management for their Mobility and Web Applications.
-Collaborate with the Teams to effectively integrate Runscope and
ServiceNow for Service Management Automation.
-Production of Weekly & Monthly API Incident Trends and Performance
reports.
-Lead for Portfolio Delivery & Demand Decision Management Automation
by enabling Scrum integration and using Atlassian Jira and MS DevOps for
Project tracking and team's Velocity & Risk and Estimation analysis.
-Engagement with the Solution Development team for the Azure CI/CD
integration, deployment, and operations architectural flow which includes Git
Repo, Azure Data Factory and Logic App /Azure Function.
-Coordinate and manage Releases and shared APIs (3rd party APIs) with the
Client's IT groups
-Release Management process delivery activities to approve the code drops in
Test environment and production.
-Interact with automation engineers to ensure coverage of requirements in test
automation
-Agile Sprint Planning & estimation, Kanban workflow representation,
Workshops, ARM templates, Acceptance Criteria, continuous release
monitoring using Azure Monitor.
-Manages , plan & tracks the release pipelines by working with business, and
service delivery, and application development teams of the client using Azure
DevOps & Atlassian Jira Dashboards & Reports .
Delivery Excellence Lead
February 2016 - October 2018 (2 years 9 months)
Noida Area, India
- Identification of systemic delivery issues of the Capability teams &
recommending solutions so to improve quality of delivery across Delivery
Centers.
- Strategic initiatives based on Data Analysis related to Changes, P1/P2
Incidents, MTTR & process optimization.
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- Executing Metrics Driven Delivery involving data mining & performance
analysis based on POD KPIs.
- Device Governance, Risk & Compliance frameworks (GRC) & progress
implementation to achieve operation excellence.
- Review business requirements and convert them into technical requirements.
- Conduct Assessments based on ISO 20000 , P3M3 and weekly/monthly
reviews.
- Handled customer Walk Through wherein demonstrating the ITIL®
processes/functions implementation & instrumenting the overall governance
with the iDOs and CDM teams.
- Defining the functional specification to be built in IT Service Management
Tool (Service Now)
- Work with the Program Managers to ensure that the work of the program,
including the scope of each project, covers the necessary aspects required to
deliver the products or services that will lead to operational benefits
- Effective operation of the Service Management Academy - including
creation , managing training materials & delivery of Best Practices training
sessions.
- Solving business problems through innovative & sustainable process
bases solutions wherein identifying process gaps & automation opportunities
wherever possible.
- Holistically managing the deployment of the ITIL Processes automation
AUST & EMEA Accounts & drafting the customized metrics w.r.t the specific
client requirements - Client Driven Delivery,
- Work directly with Executive Leadership [ Layer 3 & 4 ] and functions to
improve overall business performance and customer satisfaction.
- Contributed in Digital transformation by conducting AS-IS, TO-BE & Gap
Analysis Activities, Continual Improvement & provided Business & IT Aligned
recommendations.
CSC Technologies India Private Ltd.
9 years
Manager - Service Delivery / Capacity & Availabilty
July 2015 - September 2015 (3 months)
Chesterfield , United Kingdom
-Activity involved in planning of the transition of ITIL Processes, Core IT
Infrastructure Services of the UK and French multinational companies
operating in the manufacturing, electricity generation and railway infrastructure
sector.
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-Identify, innovate and assist organization in driving the business objectives
by developing the transition road map in liaison with the strategy, design and
service transitions. Facilitated the Organization in transitioning of process
consulting and ICT/IT infrastructure operational work across demography
whereby identify , analyze and mitigated Enterprise risks.
-Provide the principles and process around the IT solution whereby focusing
on Service Integration (SIAM) across multiple suppliers.
-Liaise with IT systems team as part of platform and capacity planning
requirements.
-Established Technology and Process Governance across multiple accounts
for the Delivery teams.
-Trained overall more than 450 IT professionals globally on ITILV®3, Project
Management - Prince®2 , ISO, COBIT®5 , Cloud & TOGAF®9 practices
across the globe as a part of continuing associations with EXIN and BCS , UK.
-Anticipate internal and external business challenges and to be proactive with
recommending new technical requirements or improvements to existing project
plans for IT.
-Contribution in transforming largest and most strategic accounts to next
generation platforms and execute greater discipline in service delivery.
-Manage Risks & Account compliance, achieve contract SLAs, agreed SLOs,
Account satisfaction targets & participate in the Account Satisfaction process
to drive improvements in service quality.
-Create a delivery excellence platform that helps drive reputation by successful
conduction of internal assessments – ISO 2000 and CMMi.
Manager - Service Delivery / Principal Consultant - IT Service
Management
October 2006 - June 2015 (8 years 9 months)
Noida Area, India
-Transition, Delivery, Process, Governance ,Risk & Compliance Assurance
of multiple Australian & UK based projects in terms of ITIL process
implementation (Change, Release, Configuration, Availability & Capacity
Management) & meeting the defined IT Service SLAs with effective client
focused deliveries.
-Work with the CTO, SDEs, CDMs, and Process Owners for the ITIL process
deployment and improvement initiatives.
-Contributing to various global incident prevention program
-Implementation of Capacity , Availability & Change Management processes in
a Cloud centric delivery model.
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-Creation of Due Diligence templates for ITIL processes, ORR activities &
related reports ,ITSM Compliance Sheet, SIP , Gap Analysis, ITSM RACI
template , Service Acceptance Criteria, Key Metrics template, Service
Catalogue template & ITSM Business Cases.
-Understanding the Scope and requirements for the overall solution,
developing Business Case, Cost, , Benefit & Risk Analysis for NextGen
Programs.
-Departmental & Data Center Audits (ISO/IEC 20000 audits, Information
Security 27001 audits/ SOX 404 using IBM Open Pages GRC / SSAE 16) by
E&Y / Deloitte
-Conducted various Service Management Walk Throughs for Business
Excellence Team & Global clients by collaborating the information from SRM,
Catalogue, Release, Change Management teams.
-Ensure optimum operational levels of the clients infrastructure measured
through various means and toolsets as provided by Organization's IT infra-
monitoring setup.
- Participated in BCP activities and strategic tasks related to ISO 22301:2012
certification audit criteria.
- Assess and re-assess various engagements process maturity using process
audits as per the proprietary quantitative engagement maturity assessment
model.
- Evaluation/implementation of ITIL complaint tools (BMC Remedy ,Service
Now,SCSM 2012, IBM Tivolie,HP Openview, VM Turbo).
- Improved the process around the Change Advisory Board meetings
(CAB).Produced Capacity/ Availability Plans.
Microsoft R&D India Pvt Ltd
Infrastructure Support Engineer
July 2005 - October 2006 (1 year 4 months)
Bangalore
-Manages and maintains Microsoft Windows systems ,installation and
maintenance of the organization’s data center configuration items related to
Hosts , Storage & Network. Process Analysis & Gaps identification.
- Successfully adopted MOF®/ ITIL® Problem, Change and Release
Management SMFs into operations.
- Built ITIL® Problem/Change Engineering capabilities/culture in the team and
drive MOF®/ITIL® based application release.
- Implemented Continual Service Improvement Plans for ITSM process
domains.
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-Ensures technology documents such as product registrations, maintenance
agreements, service contracts, etc. related to technology operations and/or
technology services are evaluated, updated and processed.
- Identified issues related to Product Keys, Content Advisor, PID and Hot fixes
and also adding useful troubleshooting steps in Knowledge Base Articles.
-Worked on Product Break down structure, Work Break Down structure, and
Supplier Management.
-Led architecture reviews to validate blue prints, identify violations of
commonly accepted best practices, assist in technology selection.
-Review emergency changes with the incident managers to make sure they
are genuine emergencies.
-Analyze, prepare and monitor process on compliance and effectiveness
(reports, dashboards, audits, and compliance, trends , Health check, risks) and
monitoring progress against targets
-Create global change management metrics and reports.
-Presents and implements technological alternatives to streamline functions
and improve productivity.
-Ensures compliance with all software licensing agreements. Manages
and safeguards software media and associated licenses. Tracks software
versions.
-Maintaining proper call flow, Case continuity, Case documentation, Case
Escalations and closure depending on the Severity of the issue using Clarify
tool.
-Handled Calls of Microsoft Gold Certified Partners and Premier Customers
and done collaboration with core team for timely resolution of the issues.
Wipro Infotech
Engineer- Service Desk Management
July 2004 - July 2005 (1 year 1 month)
-Handling Tech. Calls logged by IBM Daksh users & providing Tier 1 & 2
technical support.
-Open Calls Monitoring, Calls escalation & proper follow-up till their closure
using HP Open-View Service Desk.
-Worked on IBM & Compaq desktop & laptops.
-Installing, Configuration and maintenance of DNS, DHCP, Active Directory
and RAS
-Monitoring of various Servers & Troubleshooting of various System problems
using Remote Desktop Applications
-Monitoring of leased lines & updating daily log reports of IPLCs.
-Taking logs (Trunk & Line Errors) occurring on IGX 8430.
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-Configuration of Outlook Express & troubleshooting of various applications
used by IBM Daksh users.
-Generating all kinds of reports including link utilization & routers processor
utilization using tools like MRTG, Cisco WAN Manager.
-Identify hardware/software needs
-Configuring of Protocols like TCP/IP, OSPF, RIP & IGRP
-Creation of new LAN Ids & doing network & applications password resets.
-Collaboration with Vendors regarding LAN/WAN & Server issues.
-Co-ordination for VPN/RSA ID creation.
-Corporate Antivirus Installations and Maintenance
-Preparing timely MIS reports by customizing the Service Desk & keeping
Service Desk documents up-to-date.
Sify Technologies Ltd.
Network Control Engineer
August 2003 - July 2004 (1 year)
-Handle all ISP technical Operations.
-Monitoring and configuration of Cisco routers.
-Network operations to include: troubleshooting connectivity problems,
installing & maintaining routers, adding/terminating users, assigning rights and
access; resetting passwords, establishing e-mail addresses, assessing and
reporting operational status, performing backups and restores etc.
-Solving First Level Technical Calls logged on to Sify Info-Desk.
-Monitoring and testing of E1 links from BSNL to Sify.
-Providing first End Technical Support to Sify Dial-up users using info-desk &
voice Support.
-Monitoring and troubleshooting of Reliability, Errors and Traffic on 2 Mbps
Back Bone links.
-Looking after after 34Mbps OFC System (OPTIMUX) taken from BSNL.
-Monitoring and diagnosing traffic and errors on 64 kbps Radio link.
-Looking after the Proper working of Data Center servers , equipments &
HVAC.
-Responsible person for Virus Security on network.
-Preparing down Time Report & daily MIS Reports as per HO
Requirements.
-To log and update utilization of RAS server (3Com) on Satyam Database.
Comparison of speed provided by our node with other ISP’s
-Installation and Troubleshooting of I-ways based on Broadband Technology.
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Education
Indian Institute of Management, Lucknow
EGMP, General Management · (2010 - 2011)
Agra University
Bachelor of Engineering - Computer Science · (1998 - 2002)
British Standard Institute
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