Technical and IT Operations & Service Management lead

RAJKAMAL PALANIVEL

E-Mail: **********@******.*** Contact No.: +91-989*******

Project Management Service Management

ITIL v3 Foundation, ITIL Intermediate & EXIN BCS SIAMTM Foundation Certified Professional offering over 8 years of rich & qualitative experience in Project Management and Service Management Location Preference: Bengaluru Pune Chennai

P R O F I L E S UMMARY

Expertise in managing large-scale project planning & implementation from scope management, to activity sequencing, effort & cost estimation, risk analysis to quality management in-line with guidelines & norms

Led end-to-end IT Service Management and ensured effective management of various resources to client requirements

Possess an integrated set of competencies in managing IT Operations Support for external & internal clients & business processes across geographies as well as providing business solutions and implementing strategies & plans for achieving corporate goals, aligning vision and steering growth initiatives

Resourceful in delivering large-scale, complex programs with a focus on technology transformation; liaising with leadership teams to evaluate technology challenges

Hands-on experience in performing analysis and preparing reports over the YTD Project Net to Net revenue by comparing baselines against the acquired additional cost in the form of true-ups

Skilled in collaborating with third party vendors & contractors to manage & coordinate projects with business units & other IT departments, where necessary

Achievement-oriented professional with excellent people management skills and capability to manage change with ease C O R E C OMPETENCIES

Project Management

Incident/Request Management

Risk Assessment & Mitigation

Continual Service Improvement

IT Service Operations

Change Coordination

Business Continuity Planning

Data Mining

Problem Management

Vendor Management

Reporting & Analytics

Manpower Management

O R GANISATIONAL E X P E R I E N C E

Cognizant Technology Solutions, Chennai Since Dec’18 Technical & Operations Lead - IT Service Management, Cargotec Key Result Areas:

Leading & supervising a team of 9 Associates involved in Service Management functions like Incident, Major Incident, Problem, Change, Knowledge, CMDB, Feedback, Escalation, Risk Management and MIS Reporting & Analytics

Providing guidance, ensuring compliance and regulating governance model in adherence to customer’s requirements & guarantee optimized operations structure

Heading Service Management Team to govern IT Team in order meet client’s requirements on response & resolution SLAs, minimize downtime and business impact in case of contingencies

Directing team in various process enhancements like Vendor Ticket Management, Reassignment Control, Re-open Control, Ageing & Backlog Management, Effective Knowledge Usage / Clean-up, Proactive Problem Identification, Escalation Control and Demand Management

Conducting process & account orientation for all new hires and exit briefing for entire staff

Performing Daily & weekly reviews with teams and monthly operational review with Business Unit Heads

Trend Analysis for security incidents, data governance, internet usage, compliance outlier, and so on

Collaborating with Delivery Head to discuss previous action items, requirements, specifications, costs and timelines

Managing Vulnerability & Risk Assessments, Compliance Checks & Audits on demonstrated process

Working as a BCP Owner of the account for ensuring smooth operations during business contingency

Coordinating with customer to discuss service levels, account health, BAU deliverables, improvements and take actions to address agreed business needs

Bridging calls to drive issue towards resolution by involving all support teams & stakeholders on a major incident situation

Contributed in tool integration discussion & implementation between Customer Ticketing & Vendor Ticketing tools for easy tracking of tickets with vendor by signing an OLA

Reviewing RCAs for Problem, MI & P1 incidents with Technical Towers and tracking the preventive actions

Running effective Change Management Call (CAB) & Active Tracking; coordinating & communicating on the changes entitled under the agreed scope of account

Acting as a Problem Manager to coordinate with all Technical Tower Leads to identify trending issue and raise proactive problems on a weekly basis

Accomplishments:

Identified the gaps between functionality of current Service Ticketing Tool (ServiceNow) using ITIL Governance Framework and ran a tool enhancement project with customer agreement

Managed program site (Office, Manufacturing Unit & Data Centers) consolidations covering 131 sites in 30+ countries; set- up required IT infrastructure, including the access to required business applications.

Spearheaded all projects through aggressive project governance processes; developed relationships with business stakeholders

& leadership teams across geographies & departments; presented changes, issues, risks & contingency plans to Portfolio Steering Committees while collaborating with other Project Managers to balance project resources, schedules & scope

Led key projects for integrating the acquired business into the parent or common existing IT infra environment

Headed a team of 9 Engineers at Global Service Management Centre, city for the execution of Migration, Decommissioning, Build & Integration Projects for customers across APAC & EMEA region NTT Data Information Processing Services, Chennai May’16 – Dec’18 Services Metrics & Reporting Analyst (Centralized Service Delivery) for a Global Banking Account Key Result Areas:

Led a team of 3 L2 associates involved in Metrics and Reporting functions

Analysed periodical reports and published to the Service Delivery Manager & Customer; served them with process stand against the contract terms and identifies risk, opportunity, highlights and improvements

Performed Deep Dive Analysis over the dump to find any trend and propose change, scope for process improvements, and streamline on contract

Worked as:

o SPOC, Stakeholder and Idea contributor for CSI Projects o Back-up Team Lead to mentor, guide the team and provide feedback o Reporting Governance Lead for data center & infra level project, govern / report and analysis the incidents, change & service requests raised against the infra environment

Reported, monitored & controlled variance or ad hoc cost intrude in project and proceeding with constructing a billing quote to share with customer for an agreement & accrual

Hoisted the analytical findings and presented the same to SDMs and Customer

Developed & maintained Process Documents and designed the process flow for proposed processes to the customer

Flagged DSS Team about the metrics and drove them to achieve the same

Proposed, assisted & drove initiatives and transformation activities across the supported regions (Asia-Pacific & Japan)

Contributed, reported, controlled, maintained & published performance pack in executive standard for Quarterly Business Review with customer

Coordinated with Customer / Executives Level for improvements and escalations over project

Identified differential over process against the agreed service levels and raised operational CR for the same with customer Accomplishments:

Transitioned & standardized the MIS Reporting Structure for 3 projects for a global banking account

Led global CSI programs on ticket avoidance and resource reduction through optimized process improvement techniques Cognizant Technology Solutions, Chennai Mar’13 – Apr’16 System Executive, Remote DSS Engineer for Energy & Water Purification Account Key Result Areas:

Worked as Service Desk Associate for Retail & Corporate Associates; delivered exceptional customer service, assisted Associates in their technical & non-technical issues with work tools and provided resolution; attended business priority issues and identified a path to get that resolved without any major impact for business

Created, logged & updated / diagnosed incidents using Synthesis (ServiceNow) Help Desk Application (managing incoming end-user requests)

Prepared an incident record & documents, verified initial information, including severity, priority & service levels and initiated escalation activities

Provided technical support / solutions to End-user Associates through telephone support/web tickets, e-mail while determining priority and adhering to defined time frames

Submitted new & revised problem solutions using established knowledge base feedback process

Acted as SME Mentor, supported team and clarified them with their process doubts

Hosted bridge calls and escalated priority issues to Incident Management Team; coordinated with Customers & Technical Teams involved to resolve the problem

Captured issue and identified the types of severity according to the business criticality; coordinated with Priority Incident Management (PIM) Team & Corresponding Team in order to resolve the issue within the Service Level Agreement (SLA)

Conducted huddles/discussion with team members and Knowledge Transferring (KT) for any appropriate updates

Prepared daily operation reports comprising daily SLA’s & target data and shared with the client P R E V I OUS E X P E R I ENCE

Sutherland Global Service, Chennai Jul’12 – Mar’13 Technical Support Specialist for Enterprise CRM Tool Stream Global Service, Glacebay, NS, Canada Jan’11 – Aug’11 Technical Support Specialist for Commercial & Enterprise Blackberry Smartphones A C A D EMIC D E T A I L S

Bachelor of Engineering & Technology (BET) in Electronics & Control Systems from Cape Breton University, Sydney, NS, Canada in 2010

Diploma in Automation Engineering Technology (AETY) from Cambrian College, Sudbury, Canada in 2008

Diploma in Electronics Engineering Technician (ELTN) from Cambrian College, Sudbury, Ontario, Canada in 2007 C E R T I F I C A T I ONS / T R A I N I NGS

ITIL v3 Foundation (ITSM)

ITIL Intermediate (Service Transition)

EXIN BCS SIAMTM Foundation (Service Integration & Management) Date of Birth: 25th July 1989

Mailing Address: Plot No. 13B, Door No. 56, Green Court 2nd St, Green Court, Jalladianpet, Jagannathapuram, Medavakkam, Chennai – 600100

Languages Known: English, Tamil and Hindi

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