This document provides a professional summary and employment history of an experienced IT service management professional. Over 6 years of experience includes roles as an Incident, Change Manager and Duty Operations Manager responsible for major incident management and ensuring service levels. Technical skills include ITIL processes, incident management, problem management, and change management. Looking for a relevant position that utilizes skills and experience in service delivery, process improvement, and stakeholder management.

1. PROFESSIONAL SUMMARY
• Accomplished and driven Incident, Change Manager with experience of coordinating operational activities
having a proven track record in developing new initiatives and cultivating effective relationships both
internally and externally at a variety of levels. Boasting an impressive track record of working closely with
commercial departments such as sales and product management to assist the smooth operational running
of a company.
SYNOPSIS
• A certified IT Service Management professional with 6 years of exposure in IT Service Management
(Operations, Incident, Problem, Change, Compliance, Release and Configuration Management, Service
Delivery) and management of Enterprise Service Providers.
• Subject Matter Expert for Processes defined in Enterprise space (Operations as well as for End to End
communications).
• Good written, communication, presentation, problem solving and inter personal skills with ability to work
in multi-cultural environment.
• To manage the performance of services to clients (24 x 7, 365 days per year) and ensure that service levels
are achieved in line with contracts. To ensure that customer expectations are met or exceeded.
• Ability to engage stakeholders from all backgrounds, this is something that allows to build up credibility
with them.
• Good written, communication, presentation, problem solving and inter personal skills with ability to work
in multi-cultural environment.
• Cross-trained the team, which has increased job satisfaction (reducing absenteeism and sickness)
• Consistently complimented by my manager for a good working attitude and a motivational spirit that had a
positive effect on the team.
• Looking for a relevant position with a high profile and exciting employer who will appreciate my skills,
experience and hard work
EMPLOYMENT
OCTOBER 2009 – February 2016 -: IBM Global Technology Services.
Customer: BHP Billiton
Role: Duty Operations Manager
Key Responsibility Area
 Duty Operations Manager and Major Incident Management:
 Ensure that the effect of the Major Incident has as little as possible impact on the customer, by
minimizing service loss and to ensure that any mitigation actions are put in place by the Customer.
 Facilitate making timely and sound decisions despite incomplete and unclear information.
RAJINIKANTH +91-7829722008
Rashhame2015@gmail.com

2.  Provide the means to modify those decisions quickly using structured and streamlined
communications.
 Monitor events closely enough to ensure proper execution, while communicating instructions
quickly, clearly, and concisely based on an understanding of the customer’s business risks and
imperatives
 Generate daily Incident reports
 First point of escalation on shift.
 Responsible for chairing conferences and meetings with Service delivery leads/Managers
(SDL/SDM), Custodians and technical teams during Major Incident, Problem Review, Daily Status
and Service Review Meetings.
 Responsible for Alert procedure during Severity 1 and 2 Issues.
 Responsible for Process Knowledge Transfer for new team members.
 Communicating inefficiencies & Deficiencies related to process to the process owner.
 Responsible for governance of all Enterprise IT Infrastructure (IBM) and Application (Accenture)
related high priority incidents and emergency changes.
 As the single point of contact (SPOC) for the complete Incident Management Process.
 Responsible for driving the Incident Management process including Major Incidents and effectively
engaging the L2, L3 & Service Delivery teams.
 Managing technical bridge calls with various service lines and account management teams for high
priority/escalated incidents.
 Represented Customer Incident Team in Joint Supplier Meetings with all Enterprise Service
Providers to address cross dispute issues
Customer: Astellas
Role: Change Manager
 Administers the regional CAB on behalf of Client.
 Runs the Change Management Process in region on behalf of the client.
 Manage regional changes in compliance with the agreed Change Management process and policies.
 Enable regional changes to Customer Enterprise environment with minimal disruption to services.
 Controlling the lifecycle of all changes to the enterprise environment.
 Owned, Planned, Impact and Risk assessed, Tested, Communicated, Approved and Reviewed post
change.
 Assess and validate the impact, urgency and priority of change in consultation with Service
Provider Change Managers as required to ensure it is precise.
 Change Managers as required to ensure it is precise.
 Verify the accuracy and completeness of the record information pertaining to implementation and
back out plans, for service risk.
 Verify that the change record is finalize in accordance with policy, ensuring known related
incidents are documented, i.e. corresponding incident records have been raised.
 Facilitate Regional Change Review Meetings and ensuring medium and high risk changes are
reviewed and assessed.
 Escalate any issues to Service Provider Change Manager and Change Owner.
 Initiating and recording any required action, communicating where required.
Page 2 of 5

3.  Liaise with stakeholders for the successful completion of actions.
 Validate record assignment and managing ownership issues as required.
 Analyze all completed changes to identify any trends, and process improvements.
 Coordinate day to day activities, and responding to issues escalated by other Service providers.
 Problem Management:
 Tracking open problems and identifying any problem that requires increased focus to meet
committed service levels (this includes hosting problem meetings as required, one on one
mentoring, escalation, etc.).
 Ensuring standardized methods and procedures are used for efficient and prompt handling of
changes, minimizing impact of change-related incidents and to improve day-to-day operations.
 Monitoring and enforcing, implementation of Quality RCA is provided in all major incidents.
 Acting as a point of escalation for day-to-day problem issues and escalating the Problem Resolver
Groups as required bringing the investigation and resolution of the problem back on schedule.
 Working on the project called ‘Problem Management Optimization’ – Identify top 10 re-occurring
problems and apply corrective actions, which results in reducing re-occurring incidents, cost
reduction, increase potential revenue for IBM and increasing client satisfaction
Feb 2007 – Dec 2008-: Wipro Technologies.
Customer: Nestle
Role: Service Desk Manager
Key Responsibility Area:
• Coordinate Off-shore Security Administrators shift member’s activities & Ensure Off-shored services of his
shift are provided according to Nestlé expectations.
• Negotiating mutually profitable business plans with clients.
• Being a central point of information for business relationship relate matters.
• Identifying, acquiring, developing and maintaining customer relationships.
• Delivering excellent customer service.
• Processing a high volume of daily phone calls and email from customers.
• Coming up with ideas to improve customer relationships.
• Planning projects and activities systematically in line with business priorities.
• Maintaining up to date knowledge of competitor activity, products and services.
• Attending and contributing at sales meetings.
• Prospecting new customers.
• Measuring customer satisfaction levels.
• Answering product related questions from customers.
• Keeping in touch with customers through personal visits, telephone calls and correspondence.
• Creating cross sell and up sell opportunities.
• Taking on complex customer issues and resolving them.
• Setting up meetings with new clients.
• Ability to explain complex information clearly and simply.
Key success criteria:
Page 3 of 5

4. • To ensure incidents and service requests are managed effectively to SLA
• To ensure consistent performance to internal KPIs targets or to exceed performance
• To ensure the level of incidents are being continually driven down
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and
as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk
the single source of truth and service delivery channel for IT. Monitor and manage phone queue
participating in escalated calls as needed.
• Review survey feedback to improve services, tools and support experience. Keep confidential all applicant,
client, and verification and company proprietary information.
• Effectively manage and prioritize multiple searches, projects and client relationships.
• Relentless client focuses and commitment to continuous improvement; ability to proactively network and
establish effective working relationships.
• Self-sufficient and able to work with little direct supervision.
• Possess strong analytic skills with ability to create, measure, and scale the right workflow between
candidates, hiring managers, and the recruiting team.
TECHNOLOGIES
• Interests:
Travel
Spending time with family
Music
Reading
Museums
Hill Stations & Galleries & Photography
• Areas of Expertise
ITIL
IT Service Management
Incident Management
Change Management
Problem Management
Team Management
Service Delivery
Technical Support
Service Level Management
Process Improvement
Stakeholder Management
People Management
ACHEIVEMENTS
• Won the Net star award with Wipro Technologies for the outstanding contribution to the project &
successfully completed the transition.
Page 4 of 5

5. • Feather-in-Cap received from NESTLE, Wipro Technologies on behalf of NBS SECURITY for helping the
business by pro-actively taking the ownership and completing the task under tight time-line.
• Won laurels from the O2 Ireland team for the successful transitioning the account to End-User services
without any escalation which were business critical.
Personal Details
Name: L. Rajinikanth
Date of Birth: 26-03-1974
Qualification: M.B.A. Human resource Management
Marital Status: Married
Address: 144 B, Coonoor Road, Ooty - 643001, Tamilnadu
Mobile No: 7829722008
Page 5 of 5

6. • Feather-in-Cap received from NESTLE, Wipro Technologies on behalf of NBS SECURITY for helping the
business by pro-actively taking the ownership and completing the task under tight time-line.
• Won laurels from the O2 Ireland team for the successful transitioning the account to End-User services
without any escalation which were business critical.
Personal Details
Name: L. Rajinikanth
Date of Birth: 26-03-1974
Qualification: M.B.A. Human resource Management
Marital Status: Married
Address: 144 B, Coonoor Road, Ooty - 643001, Tamilnadu
Mobile No: 7829722008
Page 5 of 5