Ravindra Kumar Devaraj

Experience

• 

  Nashtel Communication

  Jun 2000 - Jun 2001

  Service Engineer

  Servicing C-Dot exchange switching cards which includes LCC, Child card, and PSU card [Power supply Card] used as dc – dc converter and Ringer.

• 

  Real Power Vision - India

  Jul 2001 - Oct 2005

  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. 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 Designing power electronics equipment to defense organization and leading research labs across India and industries and to engineering institutes

  • Manager Sales and Service Support (Central & South India)

    Nov 2004 - Oct 2005

  • Engineer R & D and Service

    Nov 2002 - Oct 2004

  • Production and Design Engineer

    Jul 2001 - Oct 2002
• 

  IRACLE

  Nov 2005 - Feb 2007

  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

• 

  Unisys Global Services India

  Mar 2007 - Mar 2015

  North America Enterprise ComputingMange 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 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. Show less 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 levelDistributing 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 environmentUnderstand the technologies with the ability to adapt in high pressure situationsAble to use the tools provided to triage and escalate critical and major issues with technical support group Show less

  • Service Management Analyst

    Jan 2014 - Mar 2015

  • Major Incident Manager

    Nov 2012 - Dec 2013

  • Watch officer / Incident Manager

    Nov 2008 - Oct 2012

  • Operations Control / Process support manager

    Jul 2007 - Nov 2008

  • Senior team Lead / supervisor

    Mar 2007 - Jun 2007
• 

  Unisys

  Mar 2015 - Mar 2017

  Customer Service Manager

  Change and Release Manager • Provided oversight, guidance, and support to Change owners to ensure their familiarity with theestablished Change Management processes and procedures.• Acted as the point of contact for escalations for Change Management Team and from support groupsand internal businesses during the planning, scheduling and approval of Changes.• Oversee the analysis of Change tickets for completeness and possible conflict with other scheduledchanges. Take appropriate action to have change tickets updated and/or eliminate conflicts.• Drive compliance around Change ticket quality through weekly audits and reporting.• Ensured all team members follow process in the testing and deployment of patches, upgrades, andnew hardware and software.• Oversee risk associated with change implementation and advise accordingly.• Oversee Development/ Testing and release of packages and run Change Advisory Board call todiscuss and approve upcoming changes to maintain high levels of system availability through theappropriate visibility, coordination, and planning efforts.• Facilitated regular meetings with business and IT Change Management stakeholders to prioritize,review and resolve important problems or identify areas of improvement around Change Management.• Leveraged Change Management best practices and process frameworks, such as ITIL, to contributeto continual process improvement and to identify areas of value-add.• Promoted a cooperative work environment by presenting a professional and responsive attitudetowards others and by demonstrating prompt and conscientious work habits.• Acted as a point of contact to mentor other Change Mgmt team members in the India location. Thisincludes training of new hires. Show less

• 

  Wipro

  Mar 2017 - now

  Connect and collaborate with customer service excellence and compliance team as Wipro SPOC · Executing end to end Process consultation based on ITIL Practice frameworks· Identify opportunities, Design and Implement Service catalogues in IT service portal for easy raising service request by IT users.· Identify, Consult and develop automation through BOTS for process and report requirements for operational governance.· Drive Complaints and Risk register tracking for closure.· Drive closure to SIP’s identify by customer Service lines.· Identify and Facilitate integration of service management tools, processes and SLA / KPIs.· Define measurement framework for SLA/KPIs.· Chair and Drive performance reports KPI’s and OLA’s/ SLA’s with customer.· Identify and design Service performance dashboards for each ITIL process module in ServiceNow.· Design and implement performance matrix report.· Managed end to end operations for Cross functional services team. · Conducting ITIL training programs at all levels and active involvement in development and maintenance of training course materials.· Active contribution in Pre-sales activities and customer relationship management.· Active contribution in sales and brand building.· Ownership of client engagements and quality deliverables.· Mentoring and Manage ITIL Process Owners.· Drive Continuous Service Improvement programs using various methods and techniques.·Defining ITIL processes and execute end to end consulting assignment which includes Gap analysis, Process Definition, implementation road map and auditing.·Run performance and forecast reports to Delivery, Leadership and ITIL Practice and showcase actions and achievements on the set mile stones.·Work across technology towers to establish accountability with metrics·Align with customer strategy to ensure clean service introduction of new capabilities Show less (Customer: Provides Health Care operating from Queensland Australia)A charitable non-profit organization in health care and crisis response in Queenslandthrough Blue Care, Lifeline along with 4 major Hospitals: The Wesley Hospital, St Andrew's WarMemorial Hospital, Buderim Private Hospital and St Stephen's Hospital providing community, agedcare, disability, and mental health support and in the Northern Territory through ARRCS. • Manage spear head Major Incidents and Process to minimize customer impact.• Enhance team to provide updates and communication to senior management as necessary• Initiate and standardize the process by building a global Competency.• Identify gaps in niche skill from IT solutions group and engage Technical Solutions Group and Vendorsupport.• Automate/ enhance tools for easy of execution.• Govern account MIM and Cross Functional Services performance and engage account executiveshelp to align SOP.• Provide Mentorship to support teams on ITIL process with industries best practices. Show less • SME in crisis and resiliency efforts in line with the Global Business Resiliency response during MajorIncidents for all Model A, GIS Accounts.• Initiate and standardize the process by building an organization wide GMIM Competency.• Provide updates and communication to senior management until CXO.• Identify gaps in niche skill from solutions group to set a robust technical team with the help fromexpertise from Level 4 Technical Solutions Group.• Automate/ enhance tools for easy of MI execution.• Govern account MIM performance and engage account executives and help to align SOP.• Maintain oversight of all issues arising out of a Key Operational Delivery Units ensuring their timelyresolution, in line with Global Resiliency standards.• Liaise with Account Delivery leads in region to ensure awareness and expectations to each Crisissituation.• Work with technology leads to automate data feeds/status and to enhance SME effectiveness inhandling MI's• Work to Build on initiatives of GMIM for a Corporate wide Major Incident Management CompetencyFramework to support during Major Incidents• Provide Mentorship to Major Incident Managers while onboarding accounts to GMIM Process, handhold the team members in individual accounts to align and collaborate effort to standardize MajorIncident management Process• Drive Behavioral Excellence across accounts by sharing inputs through observation and suggestingBest Practices• Contribute to the Customer/ Wipro knowledge of the causes of incidents• Work to improve Customer Satisfaction level by improved Turn Around Time measured by CSATInitiative Show less

  • ITIL Practice Lead

    Jan 2020 - now

  • Lead Administrator

    Jan 2019 - Jan 2020

  • Assistant Manager

    Mar 2017 - Dec 2019
• 

  Tata Consultancy Services

  Aug 2022 - now

  ITSM Delivery Manager