S Radhakrishnan is a technical services team lead with over 17 years of experience in IT operations management, project implementation, product support, and service delivery. He is currently working as a technical SME for IBM, managing a team that provides operations and support for Mobily Ethihad in Saudi Arabia. He has expertise in areas like operations management, systems administration, and technical customer support.

1. S RADHAKRISHNAN
Contact Number: +919620123365
Email: rk_balasubramanian@yahoo.co.in
Objective: Seeking assignments in Managing Large Infrastructure Operations/Projects/ Service Delivery/and
Technical Support with a technology-driven organization of repute.
Executive Synopsis
 Overall 17 years of IT/Telecom experience comprising of Project Implementation, Product Support &
Service Delivery Operations.
 Currently associated with IBM as Technical Services Team Lead
 Insightful knowledge in Incident, Problem, Change and Release Management; Security and Risk
Management, People Management.
 Manage SLA’s agreed with business and service providers.
 KRA’s include satisfactory rating in Customer reviews, Corporate Audits, Internal audits, Developing good
working relationships with Customer, Business Units and Team members with regular meetings. Timely
closure of issues, submission of reports, adherence of deadlines, participation in meetings.
 An effective communicator with strong team management, analytical and problem-solving skills. Comfort
in interacting and working with people from cross-cultural and multi-lingual backgrounds.
IT Skill Set
Platforms/Technologies: Kenan Arbor, BSCS, Ascade Interconnect and Oracle BRM
Operating Systems : UNIX, DOS, Windows
Database : DB2, MS Office 2010, Oracle, SQL Server, Teradata
Automation Tools : Perl, Shell Scripting and PL/SQL
Others : BMC and Maximo ITSM tools.
Areas of Expertise
Operations Management
 Ensure application 100% up-time with monitory of application health check.
 Alert management to take proactive action in earlier stage of Application / Interface Failures.
 Review and initiate measures for automating / streamlining internal processes.
 Ensure 24 /7 operation delivery with agreed SLA

2. Systems Administration
 Checking performance of application by means of Historic input.
 Looks for permanent fix in case of any Repeated Issues.
 Maintain latest document of Day-to-day operations.
 Planning of the Backup and Purging Policy as per the Project Requirement.
Technical / Customer Support
 Routing of incoming requests to resources and ensure on-time delivery.
 Design and develop of internal automation to support Day-to-day operations.
 Root Cause Analysis of any long pending issues.
 Application System Improvement Plan
CareerHighlights
February 2013 to till date: Working with IBM - Bangalore as Technical SME Operations
Client: Mobily Ethihad – Saudi Arabia
 Handled team size of Twenty members of various delivery of Customer
 Managing Daily Operation and service delivery
 Served as a primary point of contact on a 24/7 basis in-charge of coordinating critical issues directly
impacting client business.
 Implemented tools and applications to monitor 24/7 servers, applications to ensure 100% availability
and uptime for Business critical applications.
 Incident and resolution management. Daily Operation review with Team and Weekly customer reviews
and tracking enhancements and projects.
 Driving severity tickets with technical expertise for problem resolution.
 Driving the Problem, Change and Release Management process as per ITIL frame work
 Lead the change/release review board meetings and supporting changes/releases.
 Maintaining agreed SLA 100 % and Quality RCAs are provided where ever we requires to submit to
customer.
August 2009 to January 2013: Worked with IBM as Circle Operations Manager at Vodafone India
Ltd – Managing Customer delivery and support with a team of 30 members.
 Service Delivery, Projects, Technical Team and Commercial Business
 Handled Team Size of Thirty members of Various delivery of the Customer
 Planning, Implementing and Maintaining the Postpaid billing Systems and commercial call center
application of Clients as per their requirement.

3.  Streamlining the Application Process.
 Supported PAN India Roaming operations.
 Supported in Transition of legacy application Projects.
 Managed 24/7 Operation and supported call center issues.
 Reduction of complaints and revenue leakages.
 E2E Co-ordination with Central and Client team.
 Assigning task, prioritizing activities, motivation and training for all team members.
 Assessment for all team members for performance management team members based on KPI’s.
 Regular meetings with Business Head for the improvement and critical issue.
 Managed Different vendors internally for Resource Management.
 Supported Internal & External Audit and Sox compliance.
 Handling of severity tickets with technical expertise for problem resolution.
May 2004 to July 2009: Worked with IBM as MIS & Transformation Lead at Bharti Telemedia
Services – Managing MIS Operations and Service Delivery
 Managing IT operations & Business for Airtel for South circles (Chennai (Metro), ROTN, Kerala,
Karnataka, AP.
 Leading the Project Implementation and Service Delivery Team at the site.
 Single Point of Contact for all the issues related to the client.
 Making sure that all the RA Reports are delivered as per the SLAs
 Handling The Postpaid Data for MIS Analysis
 Project management
January 2003 to April 2004 with Bharti Telenet Limited, Chennai as Senior MIS Executive
 Streamlining Circle MIS deliveries
 SLA Management and E2E Co-ordination with various teams.
 Reports Automation & Documentation
 Design and delivery of Interconnect and Postpaid reports.
June 2000 to December 2002 with BPL Cellular Limited, Coimbatore as Senior Technical &
Operations Executive
 Streamlining Circle Operations

4.  SLA Management; Documentation
 Error free Rating, Billing, Roaming and Tariff Configuration
July 1997 to November 1999 with NSoft(I) Ltd, Bangalore as Senior Programmer
 Designed and developed RbSoft for BWSSB, Water Supply Board.
 Developed and implemented CoOpSoft for Co-operative Society
 Documentation
Achievements
2002 – BPL - Tamilnadu Sixer
2006 - Airtel - Key Contributor
2006 - IBM Bravo - Customer Satisfaction on new application process standardization
2007 - IBM Bravo - Churn Prediction Tool
2007-08 - Airtel - Certificate of Excellence - Customer Delight
2014 - IBM Bravo - Exemplary work as Telecom SME & Operations Manager
Education
PGDCA in Computer Science from Bharathiyar University, Coimbatore, Tamilnadu, 2002
BSC Computer Science from AVC College, Bharathidasan University, Tamilnadu, 1995
HSC from Sri Ramakrishna Vidhyasala, Chidambaram, Tamilnadu, 1992
SSLC from Sri Arumuga Navalar Higher Secondary School, Chidambaram, Tamilnadu, 1990
Personal Details
Date of Birth : 15-May-1975
Contact Details : #16, Annaiah Reddy Layout, Kundalahalli Colony, Bangalore – 37
Passport Details : J2158663
Languages Known : Tamil, Hindi, English and Kannada
Nationality : Indian
References : Available on request