This document provides a summary of Ravindra Kumar's career and accomplishments. It outlines his roles and responsibilities in service management roles at Unisys Global Services India since 2007. Key responsibilities included managing major incidents, driving process improvements, and achieving targets for incident resolution times. Notable accomplishments include an 84.5% reduction in priority 1 incident resolution times, achieving service level targets, and receiving appreciation from customers for his work.

1. Ravindra Kumar (Profile and Accomplishments)
Mobile: +91-9986002699
Email: ravindrakumard@gmail.com
CAREER GRAPH
Since March 2007 till date Unisys Global Services India
Growth Path:
Jan 2014 – Till date Service Management Analyst 1
Nov 2012 – Dec 2013 Major Incident Manager (North America Enterprise Computing)
Nov 2008 – Oct 2012 Watch officer / Incident Manager (North America Enterprise Computing)
July 2007 –Nov 2008 Operations Control / Process support manager (NADC)
Mar 2007 – June 2007 Senior Team Lead / supervisor Command center (NADC)
Service Management Analyst 1
Managed and worked within the Enterprise PMO, providing expertise on ITIL Service Operation best practices by
evaluating current client Service Management practices and associated programs with a specific focus on Major
Incident and Problem management.
Job Profile
• Single point of contact to client
• Manage Delivery and Governance to cut across all vendors
• Prepare Training agenda and train the team to client expectation
• Handle/ valuate Technical knowhow of team
• Provide subject matter input to strategic business units
• Manage and perform quality audit on Priority Incidents
• Drive SLA (service level agreements) and capture KPI (key performance indicators)
• Demonstrate understanding and proven ability to apply ITSM principles toward improvement
• Drive Continuous Improvement
o Drive calls with Account leads for process improvement

2. o As improvements are introduced, will assess process performance, identify roadblocks and develop
suggestions for improvement
o Work with stakeholders to ensure that process improvements are introduced seamlessly into
operations
• Ensure that implementations and ongoing services are delivered and meet client requirements by
maintaining tight control over the SOP
• Create/ Correct Knowledge Base to support process
• Maintain Process documents and Escalation Metrix
• Provide consultation on project scope and assumptions with time estimation
• Prepare and review monthly DEX (Data Exchange) / reports and response tracker /TQP report with clients
and PMO
• Strong analytical and problem-solving skills to identify process gaps
• Drive challenges and gaps analysis with service managers
• Drive daily Regional Operational calls with Regional/ Site IT Ops Managers and Service heads from
business units
• Responsible for the delivery to meet all Operational Targets
• Responsible for managing crisis or major outages
• Ensure Service Management process activities are performed
• Provides referrals and/or dispatches to other service providers to ensure that client’s service level and
technical requirements are met
• Provide Dash Board information to the top-level Unisys management
• Identify opportunities for improvement and audit the use of the process on an operational level
• Drive efficiency and effectiveness of the Service Management process which includes ensuring that
documented and standardized methods and processes are developed and used for efficient and permanent
resolution of problems identified by the Service Management Process.
• Define and update SOP and SOW as appropriate
Notable Accomplishments
• Operational KPIs: we have met or exceeded targets consistently over the last 2 years. Specifically on
Incident turnaround by reduction in response time.
• Driven several standardization programs with tool improvements, resulting with reduction in resource
utilization and improved satisfaction scores
• Driven several process improvements resulting in 80% improvement in Quality and Customer Satisfaction by
Supporting and driving the overall strategy for Customer Admin Operations teams

3. • Successfully migrated complex process and driven improvements in Customer Satisfaction scores and lead
times
• Driven efficiency and effectiveness of the Service Management process which achieved endorsement and
appreciation from PMO.
• Enabled change for better utilization and leverage for process improvements
• Achieved defect free service >=99.02% for the last 4 Quarters and maintained defect tracker for Internal and
External Escalations.
• Achieved 84.50 % reduction on P1 MTTR and 74.24 % reduction on P2 MTTR when expected bench mark
was only set for 10 % reduction.
 First quarter of 2014 with project initial stage the Average MTTR results was for P1 = 110 Hours 25
Minutes and P2 = 66 Hours 42 Minutes.
 Last quarter of 2014 the Average MTTR results was for P1 = 17 Hours 06 Minutes and
P2 = 17 Hours 11 Minutes.
• Executed weekly On floor to Quarterly refresher trainings programs conducted to all IMC's to keep them
updated on the Process changes and Gap analysis is shared so that defects could be cut down, Most part of
the training is efficient and effective since 6 Months with not more than one escalation is reported from client
• Appreciation from PMO and Account team for having “Good business contextual knowledge with displaying
high level of ownership and accountability”
Major Incident Manager
North America Data Center Operations
Mange to implement and execute the incident and major incident management processes which includes: Major
incident invocation, ownership, escalation, communication, restoration of service and post mortem activities by opting
service management incident and major incident management best practices to support affected business units by

4. managing, directing, coordinating and communicating across multiple technical and non-technical teams which
include application, infrastructure, third party suppliers, and business units.
The primary objective was to lead efforts across multiple groups to restore service in a timely manner for critical
business functions, application and infrastructure services and also responsible for establishing standards and
procedures that maximize operation responses to encountered incidents and minimize service availability
interruptions.
Job Profile
• Handling Crisis and running Mission Critical major Incidents for 18 accounts supported from off shore under
Global Operations within the scope of the Service Level Agreement
• Managing Major Incidents to ensure that regimental remediation activities take place in order to minimize the
adverse impacts on business operations Using MIM experience to pro-actively support the management of
Mission Critical / High Severity Incidents
• Hosting the Major Incident Bridge calls with participants including Service Managers, Technical Support
teams, Clients and Third Parties
• Issuing communications during the progress of a Critical/ Major outages
• Identifying appropriate timelines and targets for recovery actions, feedback and communications
• Assessing and Agreeing Business Impact and Incident Severity Level
• Considering if Disaster Recovery or Business Continuity, Management engagement is required
• Ensuring that appropriate internal escalation occurs
• Ensuring that appropriate third party escalation occurs
• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the
recovery team over an extended duration
• Highlighting risks and issues in actions identified during any Major Incident
• Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced
• Suggesting workarounds and methods of speeding up the recovery of an incident
• Continually reviewing engagement within the recovery and identify any additional support teams, individuals
or third parties who could add value or those that can be stood down
• Interfacing with Problem Management to ensure that items that might have a wider applicability are
appropriately managed
• Maintaining the Major Incident Management process
• Reviewing and updating process documentation
• Ensuring that key support information such as emergency contact lists is kept up to date

5. Notable Accomplishments
• Defined Scope of work for each and every client (one client per month)
• Contributed in design of Share point or communicative portal for Incident management
• Response Time Target Bench mark was achieved <= 06 Mins from 12 Mins for Sev1 and <= 11 Mins from
30 Mins for Sev2 Incidents for all 4 quarters.
• Achieved defect free service >=98% - Audit done based on sampling, 4 incidents per week per account.
• Achieved compliance 100% for entire year.
Incident Manager (Watch Officer)
North America Data Center Operations
Liaising with the Unisys NA Data center Accounts as focal point for all high priority & major incidents reported by
providing technical direction and coordination to the resolver groups involved.
Job Profile
• Participate in the decision making when to escalate an incident
• Monitoring incidents resolved by Unisys against SLA’s
• Escalating Incidents that are breaching SLA’s
• Communicate to client incident management authority on Unisys Incident that are going to breach SLA,
SPOC for all escalations
• Updating agent workspace / Dashboard
• Liaising with 3rd party vendors to meet OLA’s ( where previous agreements have been made with the client
and 3rd party),
• Reporting:
 Dashboard commentary
 Weekly report commentary for the clients
 Identify outages that generated exceptions to the SLA’s
 Reactive trending on Incidents, call arrival analysis,
 Escalating potential major Incidents to Major Incident Coordinators.
• Ensuring appropriate staffs are engaged as the Incident evolves and ensuring escalations protocols are
followed, lead the teams discussions
• Managing the plans of diagnostic and corrective activities
• Leading assessment activities and chair the conference calls with other technical teams
• Act as timekeepers for all incident and, create timelines for the incidents

6. • Adjust this timeline during the course of the incident to exclude time that is non Unisys accountable and
ensuring Incidents is updated accordingly
• Provide appropriate inputs to the problem management process for RCA preparation
• Use Escalation matrix appropriately to get appropriate level of focus from Development/Server Environment
teams and Management
Notable Accomplishments
• Ensured excellent delivery and customer satisfaction for all Projects and processes assigned to Incident
Management
• Ensured Client SLA’s: Response and Resolution time lines are met
• Spear headed Service Improvement Plan with full compliance to ITIL and ISO 20 K
• Zero Percent Escalations was maintained in the entire tenure of the project delivery
• Defined KPI for each and every Individual in the team
• Taken initiative in transitioning NAEC Onshore Accounts to Offshore in preparing training schedule /
material, Help files and other support documents to run the operations
• Have trained teams and created test scenarios for analyzing team’s performance before go and after live
Operations Control / Process support manager
North America Data Center Operations
Manage team for Integrated Monitoring & Operations Centre by maintaining applications in a high-availability
production environment which involves careful monitoring of the availability and performance of systems at the
infrastructure and maintain application levels with a crucial piece of finding and resolving issues before they
impact customers of Unisys Datacenter.
Job Profile
• Managing a strong team to run command center operations who’s prime role was to escalate service
outages or the affected services when they have not been resolved within stipulated time
• Reviewing solutions and complete technical tasks as agreed and in accordance with standard
procedures

7. • work on help file entries or knowledge entries that have been proposed for operational use after
having received a solution approval and lead diagnostic and technical activities across teams and
provide senior technical input
• Analyze and check assessments relating to technical areas to ensure correct and timely information is
given to the publication of the incident report and problem management as well as for client update
discussion while incident is being handled and Prepare process flow chart and operations manual for
Operations team client wise.
Notable Accomplishments
• Proven track record of turning around accounts that faced challenges on performance and was instrumental
in turning around the program with additional growth
• Awarded the “Best managed program” for the year 2008
• Awarded the “Best lead” for year 2008
Senior team Lead / supervisor
North America Data Center Operations
Job Profile
• Managing a team of 40 members and built and trained the team to support level 2 or 3 support.
• Controlling, directing and coordinating team to account their skills with availability of individual level
• Distributing incidents assigned to our team and ensured adequate trainings are provided to team members
account wise with respective discipline.
• Monitor the network and infrastructure for the enterprise
• Verify and validate the issues within environment
• Understand the technologies with the ability to adapt in high pressure situations
• Able to use the tools provided to triage and escalate critical and major issues with technical support group
Notable Accomplishments
• Named best team lead for 2
nd
quarter of 2007

8. Nov 2005 to Feb 2007 IRACLE [GSM & Wireless] unit of Real power Vision.
Project Manager – IBS
Manage GSM BTS solutions and technologies for high-quality mobile communications in indoor environments, such
as Office Complex, Shopping Malls, Star Hotels & Resorts, Hospitals, VIP Guest House, Exhibition Centre,
Government Buildings, Airports, Corporate Residential Complex and Factories/ Industries
Job Profile
• Direct and manage IBS Project phases and technicalities for major covering the whole IBS cycle (SAQ,
Design, Implementation, Test, Acceptance and site handover to service provider.
 Distributed multi antenna system with active or passive antennas connected to one or more base
stations.
 Single cell in-building radio base station.
 Outdoor antennas connected to macro or micro radio base stations, installed for instance on a mast or
on a nearby building.
 Repeater used to provide in-building coverage from a surrounding macro cell.
• Delegate team tasks appropriately, problem solver, decision maker and able to motivate team members
• Facilitate ongoing evaluation of teams by verify progress and quality of work against agreed specifications
and plans and report any deviations as per project process
• Perform risk management analysis
• Manage DETAIL DESIGN REPORT, System Diagram (Trunking Diagram), Power Budget Calculation,
Solution Description Template, TSSR (Technical Site Survey Report) for BTS & Microwave details.
• Verify progress and quality of work against agreed specifications and plans and report any deviations as per
project process
• Verify the accuracy and quality for all documents and site reports submitted
• Manage project budget, Monitor and Control Cost, time and Quality.
• Ensure timely invoicing of the project, and follow up the accounts
Notable Accomplishments
• Implemented IBS projects for Telecom experts like Ericsson, Nokia, Nortal, Sasken, Essar, Alcatel, Lucent,
Bell Labs with a response rate of 12% for year 2006 which topped chart of companies in south India and
were awarded for good coordination between all parties towards successful implementation of IBS project

9. July 2001 to Oct 2005 REAL POWER VISION
Growth Path:
Nov 2004 – Oct 2005 Manager Sales and Service Support (Central & South India)
Nov 2002 – Oct 2004 Engineer R & D and Service
July 2001 – Oct 2002 Production and Design Engineer
Manager Sales and Service Support (Central & South India)
Manage a team of 70 members which includes one Assistant Manager and 6 Team Leaders which functions as 3
main sub towers for order fulfillment for power supply units and service/ procurement support to maintain portfolio
quality zone wise for sales and after sales support within budgeted parameters, participating in telecom service
provider tender procurement to win bides to support telephone exchange services across south.
Job Profile
• Operational responsibility of handing service engineers to cater telecom exchanges across south India with
professional service
• Responsible for the overall productivity for the process, which includes staffing & scheduling
• Responsible for reporting new or recurring problems to develop quick solution designs
• Working with management team to develop and implement strategic plans & initiatives
• Responsible for achieving target on a Quarterly basis
• Meet/Exceed all defined SLA, Identify and support implementation of all leading metrics. Identify and create
internal measures to drive sales and service support.
• compliance audits, Quality reviews, Trend and Gap Analysis, Mistake Proofing the products, Calibration
Sessions institutionalized

10. • To ensure the team releases Orders within the delivery date by adhering to complete quality and Zero
escalations from the clients
• responsible for the overall demand management and S&OP processes for Manufacturing Operations
• Establish an enhanced capacity planning for entire department and capacity Planning reviews in accordance
with order intakes in line with Sales,
• Inventory forecasting input-output and action plans for inventory management
• Develop and maintain a rolling forecast
• Develop and deploy Quality Check Process
• Maintain Accurate Deal Head Count (+ Buffer resources as approved)
• To ensure the team releases Orders within the TAT by adhering to complete quality and Zero escalations
from the clients
• Manage agency / vendor relationships with an objective to measure and improve performance and
rationalize costs
• Mapping the entire geographical spread and ensuring collection points across the circle.
• Facilitate in increasing the various payment modes for better customer experience and minimal manual
interaction
Notable Accomplishment
• Highest collection of Cash over 2 QRT’S
• Consistently achieved quarterly sales targets
• Proven track record of turning around programs that faced challenges on performance and was instrumental
in turning around the program with additional growth
• Awarded the “Best managed program in the company” for the services vertical
• Awarded Bravo employee of the year 2005
Engineer R & D and Service
Design power bank and power converters for C-DOT and manage teams for field service of power plants and power
supply units in telephone exchanges across south
Job Profile
• Lead Research and Development team on PSU’s for requirements of C-DOT and ITI.
• Heading service engineers to cater telecom exchanges across south India with logistics

11. • Responsible for reporting new or recurring problems to develop quick solution designs with telecom lab (ITI)
• Coordinate with purchase team on procurement of service components
• Perform technical training and maintain staffing based on service call requirements
• Drive challenges and gaps analysis with service managers
Notable Accomplishment
• Designed India’s first solar charged rural telephone exchange for BSNL
• Designed DC-DC converters for Fiber unit (C-DOT)
• Resolved PSU issues at exchanges across south India with in OLA which resulted in expansion of business.
Production and Design Engineer
Designing power electronics equipment to defense originations and leading research labs across India and industries
and to engineering institutes
Job Profile
• Design and Test power banks with traditional and dynamic load
• Design PSU for Telecom Racks
• Head Production and test/ calibration unit
• Coordinate with purchase dept. on procurement of electronic components
• Coordinate with Quality team
• Product delivery requirements are met
• Regular quality checks on material procured through subcontract
• Coordinate with order fulfillment team on unit delivery
• Maintain work order and SOW
Notable Accomplishment
• Designed Power Banks for CQAL for all defense establishments
• Designed smallest preset power supply for Texas Instruments, Motorola, Kodak and Sanyo Tech.
• Designed light bar control for Asia’s biggest auditorium

12. June 2000 to June 2001 Nashtel Communication
Service Engineer
Job Profile
• Servicing C-Dot exchange switching cards which includes LCC, Child card, and PSU card [Power supply
Card] used as dc – dc converter and Ringer.
Notable Accomplishment
• Received appreciation for best service engineer for 1st quarter 2001.