Rashmi Karthikeyan
Chennai
Summary
Over 18 years of experience in ITIL process management, specializing in service delivery and vendor management. Proven ability to coordinate with management and cross-functional teams to execute daily operations effectively. Strong focus on data-driven decision-making to optimize processes and enhance team performance. Committed to fostering a collaborative and efficient work environment for all stakeholders.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Vice President- L1 Services (Service Desk, Batch, Command Center, Release and Deployment) & Vendor Management - Service Delivery manager for Production Support L2
CITI CORP
Chennai
01.2020 - Current
- SDDM Execution in the Moment
- Execution of Service improvements for service desk.
- Operations review
- BAU metrics analysis on Service desk performance.
- First point of BAU escalation
- Resources management for vendor
- Processes management and documentation
- Data analysis and metrics generation
- Engagement Model adherence oversight
- Improvement opportunities discovery
- Manages a large multi-faceted project/account/campaign or multiple projects at the same time.
- Owns project goals leveraging expertise to inspire a sense of shared purpose within the project team.
- Organizes new challenges and drive business results.
- Uses best practice PMO methodology to create a project plan to fit the stakeholders/customers’ needs and deliver within budget on desired outcomes.
- Drives end results of the project as a representative of the business.
- Works closely with the Vendor define a project scope and objectives for project members.
- Prepares, maintains, and submits clear and concise activity/progress reports and time recording/management reports.
- Assesses project risk potentials and discover potential problems before they occur.
- Applies a proactive approach in routinely tracking the project participant progress against project goals.
- Defines, teaches, and enforces the use of good project management practices such as techniques in resolving complex, interdependent activities into tasks and sub-tasks that are documented, monitored and controlled.
- Identifies and where required amends the approach to the context and constraints of each project.
- Constantly improving their own and their teams' skills through lessons-learned reviews at project completion.
- Drive the diversity team in Chennai on leadership.
Service integrator Manager / Incident Management Lead
IBM Pvt Ltd
Chennai
01.2014 - 01.2020
- Provide leadership, ownership, and manage Major Incident bridges according to Service Level Guidelines.
- Manage internal communications during Major incidents to all key internal stakeholder’s and could translate business processes to technical services and vice versa.
- Ensure all Major Incident Process guidelines are followed, and all Service Level Guidelines are met during Major Incidents.
- Act as an escalation point to expedite incident and problem resolution.
- Communicate with a large group of business personnel, IT support, and executive leadership using technical writing and verbal communication skills.
- Ensure all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, during business hours and outside of business hours based on service requirements.
- Ensure timely and accurate handling of Major Incident records, which includes the creation of (where required), receipt of, processing of fields and workflow, and closure of Major Incident records with all appropriate details.
- Ensure that the appropriate Technical Group Member, Client Delivery Manager (CDM) and Delivery Executive (DE) resources have been escalated to within the given timeframes to assess technical and business impact.
- Ensure that all required parties are engaged and that everyone involved is escalating to the next level if it is determined that higher level technical and management escalation is required based on the impact and estimated recovery time.
- Ensure that Executive Notifications are drafted, properly approved, and sent for all P1 Major Incidents that fit the criteria of a 'true' business impacting event.
- Lead service restoration efforts in accordance with the globally defined standards and requirements.
Change Manager
IBM Pvt Ltd
Chennai
01.2014 - 01.2020
- Set up Change Advisory Board (CAB). Was responsible for chairing the CAB, reviewing ALL production implementation plans and back out plans associated with each production change request and providing final approvals for Change Requests (CR’s).
- Responsible for handling Technical releases, Emergency CAB, Crisis calls.
- Customer requirement on the project was well studied and Process, Tools, communication trainings were given to the engineers to accomplish the project tasks.
- Responsible for putting together all “Method of Procedures” (MOP’s) associated with all Vendor & Partner affecting changes.
- Single point of contact for all communications between the Partner, vendor, and Client.
- Developed, documented, and enforced all process and procedures for IT Change Management.
- Responsible for communicating major changes with Partners and Vendors and coordinate all production changes that would or could possibly affect our Vendor & Partners.
- Responsible for Monthly metrics and SLA scorecards to the client.
- Responsible for identifying, analyzing, measuring, and managing project risks.
Process Manager
Capgemini
10.2012 - 01.2014
- Managing a 12-member level 1 Network Operations Team for my client.
- Lead, direct and manage everyday operations of the Client’s to ensure that the operation staffs execute service agreements at, or above the customer's standards and within agreed SLAs.
- Plan, implement, monitor, and control processes and procedures to ensure effective delivery of IT service and ensure alignment of all IT Operations activities with Business objectives.
- Responsible for generating customized Service Review reports for the client.
- Also responsible for delivery of Monthly Premier Client Scorecards with constant interaction with Senior Management.
- Chair the Weekly/Monthly, Client/Client Partner calls and interact with the Partner and Client Management.
- This call provides a platform for interaction to raise any feedback/Issues that may exist and attain resolution for them.
- Responsible for the Overall Quality of the Incidents that are handled by the TU.
- Continuously interact with Quality/Management to make sure that Quality metrics are up to date and aligned to the ITIL frameworks.
- Point of contact for Partners for facilitating customer relationships with Support and providing advice and assistance to team members on diverse Partner situations and escalated issues.
- Act as Incident/Change/Problem Manager for the TU responsible for ensuring the lifecycle follow the right process.
- Responsible for continual improvement of metrics related to the Overall Operations.
- This is done by constant analysis of data, interaction with appropriate teams and creating action plans accordingly.
- At times of Service outages, to ensure outage notification is sent to all partners and stake holders.
- Active member in SLA negotiation calls with all new Client partners.
Specialist Service Management
HCL Technologies
03.2010 - 09.2012
- Weekly, Monthly Operations review with the client to discuss project progress, ongoing issues, engineer utilization etc.
- Monitoring all Services/Servers connections and generated service tickets for outages, escalating with Teams until services were restored.
- Monitored and analyzed mission critical systems utilizing different system and application monitoring tools.
- Opens and works RT service tickets on outages and documents all activities required to resolve the outages.
- Resolved issues through service level agreements (SLA) and operational level agreements (OLA) parameters.
- Analyze, review, and validate every single ticket on the Quality parameters and providing reports to Senior Leads.
- Assuring 100% SLA is met on every ticket that is been created.
- Responsible for generating Weekly/Monthly Incident management reports.
Technical Support officer
HCL Technologies
01.2008 - 01.2010
- To be a part of ATT ISP Tech Support Service Desk.
- To install ATT Modems and Routers.
- To Manage ATT users accounts.
- To be a part of Infrastructure Management team to manage standard internal and external applications via email and phone.
- To install, configure & troubleshoot VPN issues.
- To create & manage Active directory.
- Deploying software’s patches, Operating system at client system using SMS (System Management Server) and SCCM (System center Configuration Manager).
- Activating and troubleshooting Blackberry devices.
- Prorate New Process to client (Service Design).
- To create New Technical Process for service desk.
- Provision of networking solutions for Small office & Home office (SOHO) products.
- Provided advanced Technical Support for USA, Canada, UAE, South Africa, and U.K customers.
- Troubleshooting and resolving problems faced by customers on Linksys products like wired and wireless Routers, Unmanaged Switches, Access Point, Wireless bridges and wireless adapters, Media link adapters, Print Servers.
- Handled escalation cases and did analysis to identify the root cause in wired and wireless networking sector.
Education
Bachelor of Science - Engineering
Anna University
Chennai, IN-TN2007
Skills
- Service Availability Management
- Incident Management
- Change Management
- Problem Management
- ITIL V3 Certified
- SIAM Certified
- Team Leadership & Training
- People Management
- Operations Management
- Scorecards and Reports
- SRE
- Project management
- Service delivery
- Vendor management
- Incident management
- Process improvement
- Data analysis
- Risk assessment
- Stakeholder engagement
- Strategic planning
- Leadership expertise
- Data-driven decision-making
Accomplishments
- Successfully trained the level 1 team on IM & CM process flow & responsibility and made them Go-Live in less than 2 weeks
- Awarded star performer twice in 2013
- Outstanding performance award – IBM – November 2016
Custom Section
Chennai, Tamil Nadu
Languages
Tamil
Advanced
C1
English
Advanced
C1
Certification
- [Area of certification] certified ITIL
- [Area of study] SIAM
- Certified Project Management Professional
Timeline
Vice President- L1 Services (Service Desk, Batch, Command Center, Release and Deployment) & Vendor Management - Service Delivery manager for Production Support L2
CITI CORP
01.2020 - Current
Service integrator Manager / Incident Management Lead
IBM Pvt Ltd
01.2014 - 01.2020
Change Manager
IBM Pvt Ltd
01.2014 - 01.2020
Process Manager
Capgemini
10.2012 - 01.2014
Specialist Service Management
HCL Technologies
03.2010 - 09.2012
Technical Support officer
HCL Technologies
01.2008 - 01.2010
Bachelor of Science - Engineering
Anna University