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Summary

  • Rajesh is a Global IT Service Management Lead/Project Manager with over 15 year’s expertise gained within the IT industry with extensive subject matter expertise in IT Infrastructure, IT Service Management (ITSM)/ITIL/ISO-20000, ISO - 27001, Project Management and IT Audits. The experience is spread across multiple IT service areas including Data Center, IT Infrastructure support, NOC, Monitoring, Backup & Disaster Recovery, IT Security, End user support and Service Desk.
  • His strengths are in strategy, governance, IT service management, IT operations, project management, process design, implementation and improvement. Possessing extensive Service Management exposure in Managed Services & Service Delivery environment and sound experience of implementing ITIL Processes & Functions that includes Incident, Problem, Change, Event, Knowledge management and Service/Help desk functions.
  • He seeks work as:

Director/Head of Service Management, Program/Project Manager, Operations Manager, Process Architect, Service Delivery Manager.

  • He has worked in public and private sector organizations within Core IT (Product and Service), Audit & Governance (Certification Body), Non IT (Export and Shipment Inspection) and Transport (Railway/Airline).
  • He has managed programs and projects for business transformation and service improvement, designed and implemented new services, implemented service management software tools, established Disaster Recovery practice, established operational processes using ITIL and led IT department re-organizations.
  • He has also managed within business-as-usual (BAU) roles being responsible for the day-to-day delivery of critical IT services and managing internal and external IT support teams and outsourced service-supplier partners.
  • He is driven to achieve excellence within IT service delivery, recognizing the need for both efficiency and effectiveness whilst remaining pragmatic as to setting realistic goals and managing stakeholder expectations.
  • He was a co-author of the Service Excellence Guidelines white paper recognized as a best practice for people working in IT Service Operations.
  • Traveled extensively to countries like US, UK, China, Japan, Hong-Kong, Singapore, Korea, Thailand, and Bangladesh for office setup and strategy/design of ITIL processes and Functions.
  • Sports Achievements pre IT: Professional International Table Tennis player, Ranked No. 5 in India. Represented the country in Asian & US Open championships. Played Professional leagues in Sweden.

Qualificaion

  • Service Management - ITIL Expert (v3), ISO 20000-1:2011 Certified ITSMS Auditor, ISO 27001 Certified ISMS Auditor
  • Technologies - Microsoft Certified Systems Engineer, Cisco Certified Network Associate, Microsoft Office, Microsoft Project, Microsoft Visio
  • Education - Bachelor in Commerce, University of Pune

Work experience

May 2012Present

Practice Head - ITIL

Velocity Technology Solutions, Inc.

As a Global Service Management Lead, managing multiple teams such as ITSM, Global Service Center, NOC, Critical Incident Managers, Backup and Disaster Recovery with over 30 members having the functional and administrative reporting. The responsibility includes: 

Service Management:

  • Strategy and Design Processes:-Critical Incident Management, Incident, Problem, Change, Knowledge Management, BCM & DR.
  • Process Governance & Audit:-Ticket management, Gap Analysis, Continual Service Improvement, On-Call list Standardization and Internal/External audits as per the scope
  • ITSM tool Evaluation and Enhancements, Management Reporting
  • Produce proactive reports, trending analysis, service level reporting and process consultation
  • Co-ordinate between support provider groups for incidents requiring multi-vendor engagement
  • Training & Publications:- Process Training's, ITSM Newsletter, ITIL internal site
  • CSAT/ESAT – Responsible for Customer satisfaction and Employee satisfaction.
  • Service transition & integration (managing the readiness and fitness of new service releases)
  • Service improvement workshops and consultancy
  • Implemented IT service management process framework using ITIL v3 (major processes).
  • Established Service Desk operations using Service Now Tool.
  • Managed day-to-day delivery of IT support services to SLA and OLA targets.
  • Produced service reports, conducted weekly service reviews, managed escalations.
  • Established processes for service level management.
  • Established service catalogue for Service Desk Operations.
  • Improved performance of the IT service desk and other teams in delivery of support services.
  • Resolved day-to-day escalations arising from major incidents and problems.
  • Managed risks and issues for projects going through Service Transition.
  • Established Internal Audit team to audit implemented processes based on ISO 20000:1 standard
  • Started NOC operations for India office and collaborated with US teams to manage events from Nagios tool

Project Manager, ITIL implementation - December 2012 - Present

  • Led a project for implementation of service management framework using ITIL v3. Implemented processes for Incident Management, Change Management, Problem Management and Service Level Management. Developed improved ways of working.
  • Assisted with business transformation (organisational change management) programme.
  • Led an organisational transformation programme to reorganise the IT department, recover service delivery performance levels and improve staff morale.
  • Created new roles (Problem Manager, Incident Manager, Change Manager, and Service Manager).
  • Delivered ITIL Foundation level training programme for IT staff.
  • Designed and implemented the operations support processes for the service desk, 2nd-line and 3rd-line support teams based on ITIL incident management, problem management and change management.
  • Line-managed the Service Desk, 2nd-line and 3rd-line technical support staff.
  • Once established, managed handover of the department’s operations to a permanent member of staff.
  • Ensured that new services were fit for purpose and covered by an SLA, that operational risks were managed by a transition plan, and provided support teams with required knowledge and training, with an agreed service model and detailed support arrangements prior to going into production.
  • Established improvements in management reporting of problems showing the time they took progressing towards resolution which improved problem resolution rates and reduced the number of outstanding problems by 60% by driving timely correction and closure activities.

 

Project Manager, Backup and DR Implementation - October 2015 - Present

  • Review as is model for Backup and Disaster Recovery setup.
  • Identified and documented problem areas and solutions.
  • Established process to monitor all the backups through monitoring tool.
  • Established daily/weekly reporting structure for follow up and closure.
  • Consolidation of the existing backup tools (Avamar, TSM, Commvault) and transition to single new tool (Bacula)
  • Review of all the established run books and creating new where not present.
  • DR Implementation planning with having all the HA tools (Double-Take, RDR, PHD, Zerto etc) installed on DR environments.
  • Scheduling mock DR test prior to customer DR testing. Identifying gaps during internal testing and fixing well before the customer DR tests.
  • Setup monitoring and availability of DR resources 24 x 7 for any disaster eventuality. Appointed a separate Incident Manager to invoke DR.

SME, Integration Management Project - May 2014 to June 2015 

  • Led an integration team to do analysis of ITIL processes between the 2 organizations. Documentation was aligned based on the new templates.
  • Design documentation was prepared post analysis and training programs were initiated and delivered.
  • New CIM team was formed to manage critical incidents based on the design. Workshops were conducted for the CIM’s.
  • NOC Operations was formed in India in line with US Operations.
  • Performed a quality review of the existing processes and developed improved processes for implementation within the support teams.
  • Disaster Recovery Test (MDR & EDR) for contracted clients
  • Business Continuity project kick off and Business Impact Analysis (BIA) exercise in progress

Practice Lead, Hosting & Infrastructure - May 2012 to December 2012 

  • Streamlined Infrastructure department by separating product lines and tasks, created new leadership positions for each product line.
  • Managed staff of 15 system and network engineers responsible for 24x7 monitoring of all customer and internal systems, networks and applications. 
  • Responsible for crisis triage and resolution, internal support coordination and break/fix follow up. 
  • Managed staff and processes to ensure that clients were provided efficient customer service and those client expectations were met in accordance with service level agreements.
  • Completion of Build book, Run book and ORR documents for all the services provided by product lines
  • Held service review meetings and provided reports on the achieved service levels to SLA targets.
  • Resolved day-to-day escalations arising from major incidents and problems.
  • Liaise with US Data Center management and support teams from vendors like Peak10 & WHS.
Jan 2003Apr 2012

Regional IT Analyst (APAC)

Intertek

As a Regional Support Analyst reporting to IT Head APAC, and handling a team of 8 IT professionals across Asia Pacific and the role involved overall IT Operations and accountable for service/support for Asia Pacific region.

Traveled extensively for remote office and server setup in countries like UK, China, Japan, Hong-Kong, Singapore, Korea, Thailand, Bangladesh etc.

The technologies involved are Windows 2003 Active Directory services, Windows 2003 Exchange Servers, Symantec Endpoint Antivirus, Symantec, Arcserve and Livevault backup solutions & VERITAS NetBackup on Sun Solaris, Microsoft 2008 File/Print and FTP servers, DHCP, DNS, FTP etc., Windows Update Servers (WSUS), Zetafax client/server applications, Citrix application publishing, Sco UNIX and Sun Solaris working knowledge, VMware setup for test environment, SonicWALL firewall administration. 

Primary tasks involve:

  • Project Management: IT policies, annual budgeting, new offices setup, Active directory upgrade, Exchange server migration, Symantec upgrade, PST backup solution roll out, Group policies, Lead tools printing roll out, Zetafax server roll out, BCP for APAC offices etc.
  • Procurement: Hardware, software & licensing, Asset & Vendor Management and SLA reviews.
  • Global Service Desk: Managing global service desk requests and Level 2 & 3 support.
  • People management: Goal setting and review from the team for all the issues in APAC

Audits and Compliance: ISO 27001 audits of multinational clients for Intertek.

Sep 2000Dec 2002

System/Network Administrator

Selectica

As a System Administrator the responsibilities involved: 

Providing IT infrastructure and desktop support to various departments for different platforms like UNIX and windows. Setup and support for multi-location data, voice and video connectivity across offices in Chennai, Pune and San Jose. Implemented TCP/IP core networking services like DHCP, DNS, VPN, & FTP on Windows NT/2000. Maintain Microsoft Exchange Server 5.5. Managed the backup facilities. Maintaining an Asset Management system for every hardware and software.

Jun 1990Mar 1999

Sports Recruit

Indian Airlines /Indian Railways

As a Sports recruit, represented Indian Airlines and Indian Railways in National & State Ranking tournaments. Represented India for international tournaments with support from Association and Railways/Airline organization.

Personal Information

  • Date of Birth - 3rd January 1975
  • Marital Status - Married
  • US Visa - B1/B2 valid till 2024