Rahul Sood PMP Certified ServiceNow Architect/ Summit Architect

Experience

• 

  Taurus Technology Inc.

  Aug 2008 - Feb 2011

  Subject Matter Expert

   Acting as a knowledge bank for the team. Handling the team in the absence of the Team Leader. Holding Monthly Service Level Management Calls with various clients to improve delivery. Spearheading team management activities including Recruitment, Personal Development Plans, Training and Induction.

• 

  Viacom18 Media Private Limited

  Mar 2011 - Sept 2011

  Senior Solutions Engineer

   Acting as a knowledge bank for the team. Handling the team in the absence of the Team Leader. Holding Monthly Service Level Management Calls with various clients to improve delivery. Spearheading team management activities including Recruitment, Personal Development Plans, Training and Induction.

• 

  RBS

  Nov 2011 - Aug 2013

  Systems Engineer/ Analyst

  Technical team Analyst, who is responsible to manage the RBS IT infrastructure and a team of Service desk engineers under various competencies like Incident, Change, Reporting and Service Level Management using ITIL concepts. Functioned as Global Process Owner for Incident and Problem Management; overseeing Change and Release Management activities. Involved in Business Intelligence activities for requirement gathering, QA and UAT test projects, Production Go Live commencement for compliance and upgrade projects. Ensuring adherence to contractual obligations, facilitate support and enhance customer satisfaction levels. Presenting service capabilities to potential opportunities. Initiating customer meetings to discuss service levels and general customer satisfaction Monitoring and controlling project service delivery levels, utilization, resource management, SLA monitoring levels and service invoicing. Holding Monthly Service Level Management Calls with various clients to improve delivery. Spearheading team management activities including Recruitment, Personal Development Plans, Training and Induction. Driving team members to deliver projects with minimum schedule and cost overruns. Ensuring adherence to the predetermined service norms and proper escalation of procedures. Show less

• 

  Encore Capital Group

  Aug 2013 - Sept 2015

  Assistant Manager (Enterprise Operation Support

  Roles and Responsibilities.  Leading the IT Infrastructure Team of 22 plus direct and indirect reportees consists of SMEs, ServiceDesk, Desktop support engineers providing L1 and L2 support to 4000+ users across 9 locations in India and US. Managing IT operations for India delivery centre Availability Management of resources. Team and attrition management including trainings, R&Rs and coaching. Prepare MBR/QBR and participate in the IT Leadership and Business review meetings. Managing IT Asset lifecycle management of all End User Devices in ServiceNow.  Active participation and co-ordination with business and technical teams during the outages and major incidents.  Managing KMDB in ServiceNow, which comprises of article submission, publication, archival and retirement. Perform weekly major incident review meeting with the team to focus improvement and opportunity areas within the team.Escalation point for IT service delivery, ensuring the timely response and customer satisfaction by providing quick service and resolution. Projects: ServiceNow Implementation: Played an important role in configuring and implementing ServiceNow – an ITIL based IT ticketing tool. Role was to partner with the vendor in configuring Incident Management, Service Request Fulfilment, IT Asset Management and Knowledge Management modules as per the best practices and business needs.Transitioned the ServiceDesk process to India from the newly acquired business in US Transitioned the Level-2 Desktop Engineering Support from US to India and started the Global Desktop support to remote clients from India. Part of the core IT Team in setting up the IT Infrastructure in the New Facility, this comprises of setting up the systems, cabling, Video Conferencing Rooms and vendor management. Helped the ServiceDesk Team to achieve and sustain the 60% FCR from 25% in 1 year. Show less

• 

  Evalueserve

  Jan 2019 - now

  Define project scope, goals and deliverable's that support business goals in collaboration with senior management and stakeholders.  Develop full-scale project plans and associated communications documents. Track project milestones and deliverables. Identify and manage cost, schedule or scope changes to the projects. To manage risks and issues impacting project deliverables Coordinates project update meetings, and documents project status and issues. Apprises senior IT management and the Project Steering Committee of project status, issues and concerns. Interfaces regularly with business & IT management to monitor project direction and system change priorities. Maintain the repository for status reports, work plans, proposals, change requests, etc. Strong expertise in project mechanics which translates into delivery of projects with defined objectives and cost, budget and quality timescales using all appropriate project management standards, disciplines and controls  Monitor project portfolio to ensure timely updates and performance reporting process. Actively pursues issue resolution, and communicates project status/issues to business stakeholders Conduct post project reviews, lessons learned, and performance score cards Team Leader, leading cross-functional teams; combining sound communication, interpersonal & problem solving skills with analytical, consulting and leadership capabilities to enhance operational efficiency. Practitioner in Insurance & Technology domain with exposure to Life and Group Insurance Business Process & IT systems.  Ability to translate business issues , challenges and objectives in to a project solution and its delivery to enable to realization of the defined benefits. Show less

  • Associate Director of Information Technology

    Mar 2025 - now

  • IT Service Delivery Group Manager

    Sept 2015 - now

  • Senior Manager IT

    Jan 2019 - Mar 2025