Service Management
Resume:
RAMNATH KIRAN TANIKELLA
Address Hyderabad, Telangana, India, Mobile: +91-970*******, Email: acrj54@r.postjobfree.com Skype:
rkt_itman
https://in.linkedin.com/in/rktdetails
SUMMARY Performance-driven, results-oriented professional with overall 20+ years of pioneering experience, including around 10 years of international experience in IT Infrastructure Services, Information Management and Quality Assurance
Worked in North America (6 years) and United Kingdom (7 years)
Associated with CA Technologies, since 1998, directing ITIL Program Management, Datacenter Operations, Service Desk Operations, Information Management and Quality Assurance Services for internal IT functions
Adept at devising creative yet pragmatic solutions for end to end IT infrastructure support services and aligned with Business/IT strategies
Championed in delivering projects successfully through large, cross-functional, and globally distributed teams
Excelled in leading high performance teams that deliver value at each stage of project
Skilled at utilizing the creative potential of the team through team empowerment in a high-accountability structure by running goal oriented programmes
Sound knowledge on Cloud Computing, ITIL processes, Software testing, SDLC COMPETENCIE
S
Project Management
Process Management
Service Delivery
Infrastructure Management
Datacenter Operations
Service Desk Operations
Customer Service
Team Management
Cost Control
Quality Assurance
Capacity Planning
Performance Tuning
Recruitment & Training
Strategic Planning
KEY
HIGHLIGHTS
Successfully facilitated the savings of operational costs worth USD 1M per year by consolidating the Regional Service Desk to Centralized and Global Service Desk
Improved the process and decreased incident volumes by 30%, MTTR from 10 days to 1 day through efficiently applied process and quality management techniques
Setup the Remote Desktop Support for customers; improved first call resolution rate by 20% and ensured substantial reduction in support cost
Minimized total cost of ownership (TCO) by migrating “run the engine” operations to Centralized Service Desk from other IT TCO groups and corporate groups
Recruited, trained and developed 70+ people, supervised internal and external audits including SOX, ISO 20000 and other regulatory groups
Enabled 17% of the employees in new roles and facilitated in maintaining the lowest attrition rate of 7% by grooming the team within the organization GLOBAL
EXPOSURE
Effectively managed the entire North America-East region, consisting of 500+ users, also extended desktop support to the North America-South East region, including New Jersey, Philadelphia, Washington DC and Virginia
Lead a team of Senior Platform (Windows / Unix / Storage) administrators in the Slough, Berkshire office and supported 4000+ user base and managing the EMEA Datacenter (Wintel, Storage, Unix) Hub.
CAREER PATH Organization Designation Duration
CA Technologies Inc, India Senior Director – IT Oct 2009 – Mar 2015 CA Technologies, UK Slough, UK Director – IT Jun 2002 – Sep 2009 CA Technologies, New Jersey, USA Senior Systems Administrator Feb 1998 – May 2002 India Various Firms Senior Systems Analyst Apr 1992 – Jan 1998 EXPERIENCE
Employer I CA Technologies Inc, India Oct 2009 – Mar 2015 Designation
Senior Director – IT (Reporting to the Vice President - IT) Responsibilities Project Management:
Execute and deliver projects as per the strategic business plan, along with monitoring technology related changes to operational and business processes
Work multiple QA services for Internal IT projects (Agile and Waterfall)
Carry out migration of on premise Service Desk solution to Cloud based solution
Key role in setting up remote monitoring and network operations centers, as well as consolidating regional service desks to centralized service desks; rewiring Data Centers
Manage L1 and GCC deliverables and delivery IT services
Monitor IT systems performance and ensure SLAs, schedule, quality and customer satisfaction
Support Services:
Lead a team of more than 100 members and provide 24x7 Tier 1 and 2 support
Design business case justifications and also conduct cost / benefit analyses for IT expense and initiatives
Set up captive center for network operating centers and centralized service desks
Formulate services proposal for quality assurance program
Manage a heterogeneous Infrastructure environment (SANs, Windows, Linux, Mainframe) through processes (ITIL) and Technology (CA IM tools) and very minimal personnel.
Process Management:
Analyze current business processes using operational dashboards
Identify levers to improve performance & drive process change as per operational data
Involved in automating ETL job failure alerts, streamlining SAP BW job failures and eliminating manual intervention
Automate operational data store processes and implemented control checks
Deployed, owned and acted as a key stakeholder for set ITIL processes, including strategy, design, transition, service operation and continual service improvement
Adhere to operational standards including ITIL/ITSM best practices
Define and build high-impact, value driven IT tools in collaboration with the developers and stakeholders
Work on IT tools like Cloud Service Management, CA Spectrum, CA Systems Performance for Infrastructure Managers; CA eHealth, etc to automate Infrastructure Management
Employer II CA Technologies, UK Slough, United Kingdom Jun 2002 – Oct 2009 Designation Director – IT (Reported to the/ VP-IT ) Responsibilities Domain discipline changes and the then modernization programs (NT 4 to global Active Directory and Exchange 2000/2003 migration, ITIL implementation; Win XP to Win 7 migration)
Supervised operations of 3 Tier 1 data centers and large distributed computer systems
Approximately 200 Wintel Servers, 20 UNIX Windows, Unix Servers and Storage Area Networks and 1500+ workstations
Developed and implemented the center’s policies, procedures and operations and conducted analysis to identify potential hardware and software problems
Supported production systems by monitoring and verifying data security and conducting software upgrades, capacity planning and performance tuning
Monitored equipment installation and maintenance, backup and recovery operations and ensured delivery of high level quality service to the customers Employer III CA Technologies, New Jersey, USA Feb 1998 – May 2002 Designation Senior Systems Administrator (Reported to the Director – IT) Responsibilities Designed and ensured migration and roll-out of Active Directory from NT 4.0 Domain Authentication services
Provided remote assistance to the Core Windows and Network groups on the roll-out of projects in the regional offices across North America PREVIOUS
EMPLOYMENT
Various firms, NJ USA Apr 1992 – Jan
1998
Designation Senior Systems Analyst
Responsibilities Key role in migrating
o ERP systems, running on VAX systems to Unix / Oracle o Desktop Management Systems, having Novell Networks from VAX terminals
Automated and consolidated data from ERP systems into information utilized by the senior management through Unix and Oracle scripts
Developed and managed materials management systems in Unix / Oracle
Involved in the roll-out of Lotus Domino solution CREDENTIALS ITIL – Intermediate Level Certified (Operational Support and Analysis, Planning, Protection and Optimization) (2012)
Cloud Certification (Cloud Technologies, Cloud DevOps (Chef – AWS) & Cloud Architecture
Bachelor of Computer Science and Engineering SRM Engineering College, University of Madras, Chennai, India (1991)
Reference Available Upon Request
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