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  1. 1. RANJAN BABU KAKUBAL Mobile: 08884806999 E-Mail: Senior Management Professional ~ Service Management ~ Team Management Profile Summary · ITIL Foundation Certified with over 6 years of experience in: Service Delivery Incident Management Change Management Process Management Problem Management Reporting & Documentation Client Servicing Release Management Team Management · A technocrat with hands on experience in serving as a part of team for successful project implementation while ensuring a high-quality customer experience, elevating customer satisfaction in line with SLAs and work process · Championed in integrating best ITIL practices into the process being followed · Exceptionally well organized with a track record that demonstrates self-motivation, creativity and initiatives to achieve both personal and corporate goals · Skills in conducting various reviews, tracking performance of projects for enhancing the performance and quality of project delivery; deft at planning, conceptualizing and monitoring project activities · Holds the distinction of leading and managing field team for maintenance and technical support; have acted as an escalation gate to resolve critical issues of the team members · Proficient in working with clients & management for improving process and maintaining process documents and CSI Team to enhance change process · Excellent communication and interpersonal skills with proven abilities in delivering complex projects Career Highlights: · Scout – ITSM Interface Decommission: Improved restrictions on the unidirectional interface by making LSY log changes directly in ITSM, reduced about 85% of unwanted changes which were getting interfaced, saved cost of interface and responsible for documentation of LSY changes in par with agreed format · Datacenter Migration: Delivered datacenter migrations timely, facilitated Change Management activities for reviewing through umbrella change process and permitted more than 500 changes through the Emergency board in approx. 3months time with negligible impact to the service · Conditional Change: Coordinated with the client for the introduction of conditional change, where any service without a test environment got deployed on production directly and would be considered as success which aids Accenture achieve SLA’s. Considering the last 6 months data all SLA’s have been met. Core Competencies Operations & Service Delivery: Assessing reports to identify trends, facilitating in devising and implementing plans to improve delivery standards and presenting detailed reports to the Management. Defining service standards and ITIL based guidelines that serve as benchmark for excellent service delivery, thereby contributing towards additional service revenue generation. Monitoring SLAs, ensuring timely closure of priority tickets, handle escalations, etc. Change Management & Release Management: Facilitating meetings, project reviews, conference bridges and on-line meetings to disseminate and drive changes. Assessing the effectiveness of change management approach; securing approval of change; processing Emergency Change Requests and publishing change notifications. Reviewing on comprehensive release and deployment plans, adhere to deployment model & processes and ensure releases to production are successful.
  2. 2. Incident Management / Problem Management: Managing incidents / problems related to the services offered. Communicating with both the IT external customer community as well as internal stakeholders within the IT Department for incidents reported to the Service Desk for prompt resolution. Updating the incident / problem periodically with the actions / RCA undertaken throughout. Ensuring 100% compliance to process and guidelines. Updating knowledge base with solution / known errors for future use. Organizational Experience Since Mar’11 Accenture Services Pvt. Ltd., Bangalore as Service Management Analyst Role: · Responsible for ownership, coordination, investigation and documentation of customer requests, issues & problems in all relevant tools according to their needs · Acting as a Primary Point of Contact for customers and Shift Lead when needed · Involved in service reporting including daily, weekly and monthly Service Performance Reports (SPRs) · Coordinating with: o Incident Managers to identify and implement Service Improvements o Appropriate parties for resolving problems o Resolver Teams for control & reduction in outstanding volumes of incidents · Accountable for identifying opportunities to contribute to the cause of the team for meeting expectations of the management including reports, follow ups, process improvement, etc. and incident trends & mitigating actions for problem management · Following ups on incidents to ensure customer satisfaction and avoid SLA miss · Performing: o Preventive maintenance by documenting common problems for customer support o Incident notification and escalation · Checking for quality of incidents like resolution notes, prioritization, etc. · Managing P1 and P2 bridges to match challenging SLA contract · Documenting events, incidents, etc. and taking appropriate actions · Administering complete management of changes including transition along with BAU · Monitoring changes of all priorities since submission till closure and submitting them for details & quality of documentation and taking them through all necessary approvals; taking reviewed change onto CAB or ECAB respectively for approval · Issuing FSC (forward schedule of changes) every day to keep all necessary business and supporting stakeholders informed about activities planned · Reporting status of changes that have completed for that month to the senior management & client which would also provide assistance in billing; sharing daily & weekly progress with the senior management through various reports · Integrating CMDB in the process for timely updating of CI in the database · Working with: o SACM Team for regular TRUEUP checks o Release Management Team to review releases submitted, taking them to the CAB & ECAB for further progress and tracking status o Initiators to get PIR (Post Implementation Review) documented and updating status accordingly in the tool and communicating approval or rejection to them Highlights: · Increased quality of service at reduced cost to company · Saved service credits by providing suggestions for tracking of responsibility of failed changes Feb’10-Feb’11 Clearwater Technologies Pvt. Ltd., Bangalore as Sr. Customer Support Analyst Role: · Involved in accumulating, analyzing and reporting data · Provided training to new joiners and continuous support for improving their performance; unbiased support to the team · Extended customer service for multiple projects simultaneously
  3. 3. Highlight: · Highly appreciated by clients for providing customer service Dec’06-May’07 Accenture Services Pvt. Ltd., Bangalore as Tech Support Executive (Accenture BPO) Role: · Attended Tech support calls from US based client dealing with internet services · Interacted with customers for resolving various internet related issues on their location remotely and download/installation of any supported products Feb’05-Mar’06 Aegis-Customer First Services, Bangalore as Customer Support Representative Role: · Served as a part of a high performance driven sales team Highlight: · Recognized for setting a company record for a single sale of 13 billion Certification · ITIL Foundation Certified from APMG Internation, Bangalore in 2012 Education · Diploma in Mechanical Engineering from K.I.E.T Polytechnic, Bangalore, Bangalore University in 2003 IT Skills · Well versed with MS Office & Internet Applications Personal Details Date of Birth: 20th June, 1983 Languages Known: English/Hindi/Kannada/Telugu Address: 12/13, B/H 15th Main, Nanjundeshwara Layout, J.P. Nagar 5th Phase, Bangalore-560078 Industry Preference: IT, ITES & BPO Location Preference: Bangalore & Hyderabad