John Mookerji
Toronto,Canada
Summary
Goal-oriented, analytical, and a result driven professional with relevant years of experience in Information Technology Service Management (ITSM) functions within the Financial Technology and Heath care Technology domains. A quick, curious and a detailed oriented learner with excellent Interpersonal and Technical Communication skills with an analytical approach towards Operational Excellency and Client Satisfaction. Ability to effectively organize, communicate, and present ideas to influence external, internal, and virtual Stakeholders to manage conflicts and resolve issues. Passionate to work on technology and data-driven strategic projects within a collaborative and innovative environment.
Overview
21
21
years of professional experience
1
1
Certification
Work History
ITSM – Operations Analyst
Export Development Canada
08.2022 - Current
- Functioning as a Service Delivery Manager to ensure ITSM processes are being optimally implemented in keeping with ITIL 4 best practices.
- Managing end-end Incident Management, Change Management, and Problem Management initiatives by collaborating with internal and external stakeholders, and vendors.
- Leveraging on relevant data and metrics collected from ITSM tools to perform analyses and identify opportunities for Continual service improvements.
- Providing feedback and recommendations based on monthly operations SLAs, and reviewing monthly operations metrics produced and presented by vendor to identify relevant trends and recommend plausible service improvement and/or automation.
- Chairing weekly Problem Management Review meetings to discuss Root Cause Analyses pertaining to Major Incidents for the week in scope
- Chairing weekly Technology Change Advisory Board Meetings pertaining to Infrastructure and Application changes to ensure all artifacts, Test Plans, and Configuration Items are comprehensively vetted before approval
- Leading Process Improvement projects to ensure ITSM processes are adhering to standard best practices as well as progressing toward the desired level of maturity.
- Leading audit initiatives to identify inefficiencies in the current module of Service Now and recommending adjustments to enhance user experience thereby increasing productivity levels.
- Developing Change and Problem handbooks to socialize best practices with all relevant stakeholders.
Sr. Incident Management Analyst (Client Facing)
Telus Health and Payment Solutions
04.2018 - 08.2022
- Functioned as a Process Owner/Consultant in leading weekly Incident, Problem and Change review meetings with relevant resolver groups and Stakeholders focusing on Quality, and Service Levels.
- Led daily stand-ups and other Agile ceremonies to monitor the backlog of Problem Records, Root Cause Analyses, and other project tasks in pipeline.
- Lead ITSM projects to better align the Incident, Problem, and Change management functions to reduce any process silos and ensured client requirements were met.
- Periodically audited the Process Port Folio to identify any non- adherence to SOPs and made required changes /updates to keep the knowledge base compliant and current as required by clients.
- Successfully trained team members to adapt with ITIL4 best practices while managing Incident, Change, and Problem tickets which improved SLA adherence by 20 percent, and reduced redundant work.
- Followed up and facilitated requirements gathering on both Emergency and Planned Change requests initiated internally by TELUS as well as by external clients related to pertinent Major Incidents.
- Worked closely with Change Advisory Board, external vendors, and the ITSM team on assessment projects to measure Change Management maturity level and identify areas of continuous improvement.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various Change and Problem task creations.
Internal Auditor
Global Credit and Collection Corporation
01.2014 - 04.2014
- Performed process audits based on client specific quality, productivity, security, and compliance requirements in accordance with ITIL best practices.
- Performed Needs Analysis to identify process bottlenecks and implemented revised SOPs
- Interacted with relevant stakeholders to validate requirements vital for process change and transformation
- Successfully identified process impediments and implemented changes on the end-user interface to reduce data discrepancies, thereby improving quality by 50 percent.
Sr. Operations Lead
Karvy Global Services
11.2006 - 12.2008
- Led and managed multiple project teams pertaining to a wide portfolio of services within the US Healthcare industry
- Collaborated with stakeholders to review and validate Project Charters, Work-Breakdown-Structures, Operational Readiness Checklist, and other relevant artifacts to ensure successful implementation
- Prepared monthly operational reports leveraging on relevant metrics to identify trends and recommended process improvement ideas
- Managed Business Analysis initiatives with external and internal stakeholders to identify and address process issues and impediments and gather & validate business requirements to aid continuous improvement
- Reviewed and approved business process models depicting modeling of all the activities pertaining to projects from the conceptual to procedural level
- Methodically reviewed periodic process audit findings separately for compliance & regulatory requirements and Total Quality-Productivity expectations as per ISO/IEC27001 requirements.
- Managed cross-functional teams for timely project completion and delivery of high-quality results.
- Streamlined operational processes by implementing efficient systems and procedures, resulting in improved productivity levels.
Sr. Process Analyst
Ivy Comp-Tech Private Limited
02.2004 - 10.2006
- Provided advisory support to stakeholders at the application/software level as well as process level
- Leveraged on relevant operational metrics to identify gaps and opportunities for continual process improvement
- Periodically audited the Process Port Folio to identify any non- adherence to SOPs and made required changes /updates to keep the process knowledge base compliant and current.
Process Associate
GE Capital International Services
11.2002 - 02.2004
- Consulted with cross-functional stakeholders to collect, test, and validate business requirements in-line with project objectives.
- Improved process flow and Service Level Agreements adherence by 30 percent by reducing turnaround time for end-user requests.
- Lead the task ownership of initiatives from the project initiation to the post project review stages by leveraging specific tools and methodologies set by the credit cards PMO.
Education
Master of Business and Administration -
University Canada West
Vancouver, British Columbia01.2012
Bachelor of Science in Management Studies -
University of Bradford
England, UK04.2002
Skills
- Service Now
- MS Office Suite
- SharePoint
- Visio
- Microsoft Dynamics 365
- Basic SQL queries
- RDBMS concepts
- JIRA
- Azure Fundamentals
Accomplishments
- Resolved Service Now module issues through ensurer testing.
- Collaborated with relevant ITSM stakeholders to in the development of the (Incident, Problem, Change) IPC Report for executive audiences.
- Successfully contributed towards vendor transitioning by clearing up a large backlog of Problem and RCA records in progress.
- Documented and resolved Post Implementation issues which led to a significant reduction in backlog of Change Records in 'Post Implementation Review' state.
Certification
- Disciplined Agile Scrum Master, Project Management Institute, 03/2024, Credential ID 3435664
- ITIL V4 Foundation Certified, PeopleCert, 07/2020, Credential ID GR671162760JM
- Lean Six Sigma White Belt Certified, Management and Strategy Institute, 05/2018, Credential ID 15873430
- Project Management Essentials Certified, Management and Strategy Institute, 05/2018, Credential 5873668
Domain Expertise
- Incident Management
- Problem Management
- Change Enablement
- Business Requirements Gathering and Validation
- Process Improvement
- Stakeholder Relations
- Project Management
Timeline
ITSM – Operations Analyst
Export Development Canada
08.2022 - Current
Sr. Incident Management Analyst (Client Facing)
Telus Health and Payment Solutions
04.2018 - 08.2022
Internal Auditor
Global Credit and Collection Corporation
01.2014 - 04.2014
Sr. Operations Lead
Karvy Global Services
11.2006 - 12.2008
Sr. Process Analyst
Ivy Comp-Tech Private Limited
02.2004 - 10.2006
Process Associate
GE Capital International Services
11.2002 - 02.2004
Master of Business and Administration -
University Canada West
Bachelor of Science in Management Studies -
University of Bradford
- Disciplined Agile Scrum Master, Project Management Institute, 03/2024, Credential ID 3435664
- ITIL V4 Foundation Certified, PeopleCert, 07/2020, Credential ID GR671162760JM
- Lean Six Sigma White Belt Certified, Management and Strategy Institute, 05/2018, Credential ID 15873430
- Project Management Essentials Certified, Management and Strategy Institute, 05/2018, Credential 5873668
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