1. Curriculum Vitae
Akshith Rajan #08886244458
aks8789@gmail.com
Career Objective:-
To work in an organization that provides me a chance to explore and enhance my abilities and
could bring versatility in my job that could be an asset to the organization.
Result oriented professional with three years of experience in delivering maximum business
value through effective management of IT Operations and IT Infrastructure.
Well versed with ITSM processes and their key benefits. Contributing significantly to its success
in a large scale Service Management environment.
Capable of learning new technologies quickly & able to work productively under pressure.
An excellent team player with strong analytical, logical and problem-solving skills.
Well versed with ITSM processes and their key benefits.
Working Experience:-
Wipro Technologies Ltd.
(May 2015– Till the date)
As Project Engineer
 Manage and coordinate activities during overall incident life cycle for the client. Manage
severity 1 outages and ensure that the restoration is done within the service level
agreement with the client.
 Update the relevant stakeholders regularly through emails and phone and apprising them
of the status of critical and high priority incidents.
 Join and chair bridge calls for resolution of critical and major incidents.
 Responsible for driving resolutions for “Critical” and “High” priority incidents. Have to
coordinate between internal resolver teams and external vendors providing them with
relevant information and updates in order to get the issue resolved.
 Represent incident management & service desk team at the change meetings. Updating
the knowledge base with the solution provided on various incidents.
 Coordinate with various resolver teams to provide resolution to the users for their various
queries.
 Monitor the service desk bucket to reduce aging or breach tickets.
 Do proactive service recovery for users with grievances and provide timely and quality
resolution.
 Identifying potential escalations and to work pro-actively towards the fix.
 Engage in various stress busting and team level engagements to motivate other team
members.
 Provide knowledge support to various team members.
 Contribute to the knowledge database by providing various new documents related to the
process or reviewing the existing documents to optimize them.
 Contribution to ongoing process & operational improvements.

2.  Attending meetings with client to improve business & off-shore process.
 Involved in new process/application launch & transitioning that includes Testing, Bug
Reporting, Day to Day meeting and Training to other team members.
 Monitor and generating Team reports based on various parameters set by Client on
weekly, Monthly, Quarterly and Yearly basis.
 Handling escalation and reporting to the client.
 Handling Problem Trouble tickets & e-mail reported on daily basis.
 Event monitoring for Infra, Applications, Storage devices and Network related devices
hosted in production environment.
 Categorizing and prioritizing tickets to L2/L3 Support.
 Follow standard Operational procedures to resolve Level 1 tasks.
 Responsible for coordination between multiple ‘n’ level support groups to ensure
adherence to service level requirements, issue tracking and closure.
 Handling customer calls and active Incident coordinator.
 Performs incident resolution, problem determination and raising severity notification to
end self-subscribed users.
Wipro Ltd.
(Nov 2012 – April 2015)
Subject Matter Expert/Fault Management (Operations)
 Responsible for the team performance vis-à-vis specifications on SLAs.
 Identifying TNIs for the Team.
 Taking 1st level escalation as and when required.
Senior Technical Associate (Operations)
 Servicing end-users for UK based Telecom giant.
 Provide Technical support for Voice, Broadband and TV Related service.
 Work with in process laid quality guidelines and maintain high level of customer
satisfaction and standard.
 Work towards maximizing resolution on first call within the stipulated time
Qualification:-
 B-Tech (SGBMITS) : 65.22% (2012 batch)
 Intermediate: 67% marks. (PCM)
 Matriculation: 67% marks.
Personal Details:-
 Fathers Name:- Mr. P.A Rajan
 Mothers Name:- Mrs. Bella Rajan
 Date of Birth:- 05-JAN-1989
 Gender:- Male
 Marital Status:- UN-Married
Date:-
Place: - (Akshith Rajan)