Kumar Pallaw

About Kumar Pallaw

As a strategic IT leader with over 17 years of experience, I excel in building…

Experience

1. Sr Manager

   Kimberly-Clark

   Sep 2018 — Present · Bangalore, IN

   Manage Global Operations for IT Support for Kimberly Clark users.• Responsible for Service Delivery & Continuous improvement – manage Operations team consisting of in-house team & external Service provider team to provide service as per agreed service level.• Responsible for defining & monitoring KPI & metrics for Service Desk service. Gather service performance data (Incident SLA, MTTR, FLR, ASA, Average wait time, Average handling time etc.) & analyze/monitor/improve service health.• Responsible for driving Continual Improvement culture within the team and work with other level 2 support teams on identifying & driving service improvement initiatives.• Implement & Manage Chatbot solution for Kimberly Clark users. The chatbot acts as employee\'s digital assistant on IT queries and performing IT transactions. Objective is to reduce manual effort on IT support & encourage self-service culture.• Identify use-cases of automation and implement it using Chatbot, APIs & automation-tools.• Work closely with ServiceNow Platform team, Sensiple(Desk Chat System) platform team & BT Phone system platform team on enhancement of existing features, implementation of new features & process improvements.• Work closely on ServiceNow, ServiceNow APIs and its integrations with other tool/applications such as vendor ticketing tool, Sensiple (Desk Chat System) and Chatbot solution.• People Management – responsible to manage global team consisting of Kimberly Clark team-members and external Service provider team.

Education

• Maulana Azad College of Engineering and Technology,Patna

  B.E., Computer Sc. & Engg.

  2000 — 2004

• Europe Asia Business School

  Master of Business Administration - MBA, Information Technology

  2008 — 2009

Skills

• Itil
• Iso 20000
• Quality Assurance
• Service Improvement
• Quality Management
• Six Sigma
• Service Delivery
• Incident Management
• IT Service Management
• Requirements Analysis
• Process Consulting
• Pre-Sales
• Business Process
• Pmp
• Configuration Management
• Governance
• IT Management
• Iso 27001
• Solution Architecture
• IT Outsourcing
• Business Process Improvement
• Service Desk
• Problem Management
• Oracle
• Change Management
• Unix
• IT Strategy
• Resource Management
• Itil Certified
• Management
• Sdlc
• Service Management
• Enterprise Architecture
• IT Operations
• Sla
• Software Documentation
• Vendor Management
• Cmmi
• Requirements Gathering
• Transition Management