Ravimohan Rangarajan

Experience

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  HEW software Technologies, Bangalore

  Apr 2004 - Mar 2005

  Member Technical

  1. Lead Application team for service operations and delivery of Application Development and Maintenance activities (ADM) with in Microsoft Service line.2. Achieve and met customer service levels.3. Coordinate with Customer stakeholders and perform following activities,a) Requirement gathering/ functional specification,b) Perform impact and risk analysis,c) Prepare effort estimation,d) Prepare High-Level System Design document and convert into technical solution,e) Post production support and Bug fixing.f) Release and deployment of projects/change requests and track Project status.g) Provide technical direction and coordination to the resolver groups involved.h) Ensure Team adherence to internal Quality Management System (QMS). Show less

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  Capgemini

  Apr 2005 - Dec 2016

  Senior ITSM Consultant

  1. Demonstrate expert knowledge on ITIL-based service delivery for multiple transition and transformation projects.2. Deliver service management process architecture/flows and process assets, Facilitate integration of tools, processes and SLA / KPI3. Conducting Process Working group (PWG) Sessions for entire for service operations.4. Develop contractual SLAs/KPIs for metrics with Governance and streamline Operational Performance Reports for Service Operations5. Spearhead Client Stakeholders, Tech Transition Team and Service Delivery Team in collaborative way of working for successful implementation of ITSM processes.6. Ensure Service Operation processes are automated in respective Service Management ticketing tool.7. Provide solutioning for IT Service Management processes portion of Client’s RFP.8. Authorize Delivery Assurance for Cross Functional Services solutions.9. Provide functional consulting to ITSM ticketing tools.10. Scope to audit, review Supplier processes, and track the corrective action implementation.11. Perform Operation Performance Review (OPR) by analyzing ticket data & facilitated for Corrective & Preventive Action (CAPA).12. Perform periodic Metric analysis to unearth trends that calls for service improvement initiatives.13. Govern and Service Management compliance management for Client India operations - based on ITIL V3 framework and ISO 20K Standard. Show less

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  Wipro

  Jan 2017 - Dec 2021

  Cross Functional Services & Service Level Manager

  1. Manage Cross-functional services team to achieve the Process KPIs and Service level targets.2. Enable service delivery team with all in scope ITIL Processes for daily operational activities.3. Configuration/ on boarding contractual SLA’s during transition phase & Customer Facing Program Governance setup.4. Monitor contractual SLA/KPI performance and mitigate to achieve the service level target5. Implement process best practices through service improvements and improve process maturity.6. Drive standardized tools alignment as per process requirements7. Drive the operations to meet customer satisfaction.8. Demonstrate expert knowledge on ITIL-based service delivery for multiple transition and transformation projects.9. Deliver service management process architecture/flows and process assets, Facilitate integration of tools, processes and SLA / KPI10. Conducting Process Working group (PWG) Sessions for entire for service operations.11. Develop contractual SLAs/KPIs for metrics with Governance and streamline Operational Performance Reports for Service Operations12. Spearhead Client Stakeholders, Tech Transition Team and Service Delivery Team in collaborative way of working for successful implementation of ITSM processes.13. Ensure Service Operation processes are automated in respective Service Management ticketing tool.14. Provide solutioning for IT Service Management processes portion of Client’s RFP.15. Authorize Delivery Assurance for Cross Functional Services solutions.16. Provide functional consulting to ITSM ticketing tools. Show less

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  HCLTech

  Dec 2021 - now

  Functional Consultant -SIAM

  • Establish and execute strategic and tactical plans for a full scale implementation of the ITIL / ITSM framework across organization and related suppliers involved in Service Delivery​• Define, articulate, estimate and cost the complete Service Management solution covering People, Processes and Tools required to setup Service Integration Framework​• Creation of service model framework in line with RFP requirements• To build plan & Service Management Implementation Roadmap along with inter dependencies between People, Process, Tools, Vendors​• Deliver Service Management Implementation Projects , Due Diligence, or Assessment as a Lead or Consultant​• Prepare clear, concise, and persuasive communication for multiple audiences, including demonstrating effective writing and presentation skills, listening actively, and projecting a trustworthy image​• Develop proposals and recommendations to drive process improvement decisions Show less