Service Manager
Resume:
Rajesh Kumar K
Accredited Prince* Practitioner & ITIL Intermediate - IT Service Management Professional Montreal, QC +1-514-***-**** **************@*****.*** 2015-06 - 2019-06
2005-05 - 2011-08
Senior Associate IT Service Management
Cognizant Technology Solution
Responsible for IT Service Delivery Management across multiple accounts in Healthcare, Retail, Banking domain & ensuring adherence to processes using various standards of ISO and best practices of ITIL Provide support to various projects in contract redlining, SLA base-lining, ITIL implementation and process definitions.
Guide projects and drive Standardization initiatives, look at areas of productivity improvements & transformation of business. Connect with customers and drive process improvements. Administered Service levels in multiple large size projects. In charge for gathering Service Level Requirements, negotiating Service Level Agreements, designing services & also ensuring that all IT service management processes, operational level agreements, and underpinning contracts, are appropriate for the agreed-upon service level
Administered Risk management on high-impact areas of IT Services for core components of IT risk mitigation, governance, measurement and reporting activities. Engaged in end-to-end risk remediation planning, resolution and monitoring activities
Client Relationship Manager, Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers ensuring that the current and future service level requirements of customers are identified, understood and documented Responsible for Compliance and Quality Assurance management, Conducted Process audits & Process Health Checks and partnered with key stakeholders, Business leaders to ensure compliant re-certification Associate IT Service Management
Cognizant Technology Solution
IT Service Management Lead: Managed ITIL Service Operation process functions across multiple accounts and maintained SLA’s above 95 % & Steered Delivery for the successful implementation, Re-modelling, operation of ITIL/Six Sigma Methodologies and techniques Responsible for Information Technology Infrastructure Library (ITIL) practices including process and procedure development, deployment, measurement and governance of Incident Management, Request Management, Problem Management, Knowledge and Service Level Management Team Lead “Incident,Major Incident & Problem Management Function”: Identify and development opportunities to mature the Incident and Problem Management processes including facilitating review meetings, document learning's and developing implementation plans to address fall-out and mitigate future risks
IT Service/Help Desk Manager : Responsible for leading the Help Desk team in handling all ticket, phone and in-person support to users, Identifies areas for service and support improvement and collaborates with other internal IT teams, Managed the development and maintenance of service level agreements for incidents
Responsible for reviewing service scope, SLAs, OLAs and other agreements on a regular basis Lead - Process Training & Development
Allsec Technologies Limited
Effective Management of Process Training and Development teams across three locations (Bangalore, Chennai - India & Manila - Philippines) and Managed training (customer service, soft skills, process training, refresher training, etc.) across the enterprise to a diverse audience. Created, refined and delivered new hire on-boarding program across global centers Collaborated with management and quality team across site to identify operational deficiencies and develop Lean, solution oriented, measurable training module Conducted TNA (Training Need Analysis) on a monthly basis for the inbound process IT Service Delivery Management
IT Risk Management
Service Level Management
IT Project Management
Major Incident and Problem Management
Continual Service Improvement
IT Help-desk/Service Desk Management
IT Process Transition
Business Relationship Management
ITIL Consultant
Lean Six Sigma
Prince2 Foundation & Practitioner
ITIL V3 Service Management
ITIL V3 Service Strategy
ITIL V3 Service Transition
ITIL V3 Service Operation
ITIL V3 Continual Service Improvement
Transitioned multi-million dollar process of IT
Service Operation functions of two Major
Healthcare service providers and two financial
service providers
Reduced Cost and Human resource reliance
and carried out normalization in various IT
Service operation functions by employing
automation projects (In-engagement with
Cognizant automation team)
Successful multi-million dollar Process
Transition of Collections Process in BPO
domain for Banking sector in Manila-
Philippines with process strength of over 300+
associates
Transitioned Banking sector Customer
Service process of over 150+ associates in
Bangalore - India
B.Sc Visual Communication 2002 - 2005
Work experience
Skills
Certifications
Accomplishments
Education
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