Rahul Chakranarayan

Experience

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  VCustomer

  May 2010 - Apr 2011

  Technical Consultant

   Resolving technical issues on Client requirements along with strict adherence to organisational policies, procedures & business strategies. Technical process execution based on multiple deadlines to deliver the highest quality, most cost-effective solution that best meet Client needs Quality Improvement through regular adherence of Process audits (ISO), capability certifications, organisational quality policies implementation at various sites & conducting various training modules. Development & Monitoring of Daily status report along with control charts as per the specifications. Collection & sharing of competitive intelligence for effective decision making. First Level Technical troubleshooting and managing Technical administration. Assist team members in Technical help and implementing Show less

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  Serco

  Jun 2011 - Apr 2013

  Senior Technical Consultant

   Managing & delivering Technical administration including Client Servicing. Recommends resolutions to complex matters of significance and coordinate the implementation of the approved course of action. Initiate plan of action for realtime critical issues and incidents. Suggest/ implement services improvements plans. System Administration and Incident/problem determination Problem, Change, Configuration management, Service incidents and queries within the agreed service levels. Performing Service Requests based on Standard Operating Procedures Schedule tasks as part of Incident Management.Identity/Access Management based on active directory and service management tools. Microsoft office, Active directory (AD), LANDesk, Service Now (SNOW). Show less

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  Wipro

  May 2013 - Mar 2020

  Project Lead

   Operations - Offshore Lead: - As Operations - Offshore lead taking care of below activities and responsibilities.  Assist and advise leaders, managers, and teams to the best use of IT project management and ITIL disciplines and approaches within a fast-paced, high tech environment  Acting as a single point of contact for IT incidents\queries & information and an advocate for best practices in gaining the solution or involving the necessary team in action. Maintain processes to ensure team reports which are relevant, accurate and complete. Communicate with Clients for conflicts/feedbacks/suggestions.  Delegate tasks and set deadlines and Oversee day-to-day operations. Coordinating with the support and cross functional teams for incidents resolution and closures within the SLA. End to end ownership for major Incidents and issues from the start of incidents till closing of Incidents within SLA. Working on Billing and creating the Monthly performance of the project.  Knowledge of Infrastructure concepts like Windows/Network/Storage/Backup/Imaging/EUC/Software distribution etc. Getting on calls/bridge in critical IT situations for major issues and Communicate with stakeholders for conflicts/feedbacks/suggestions. Working in In-house and outsource queues and monitor team performance and report on metrics Create an inspiring team environment and a healthy connect with an open communication culture with accurate record keeping. Suggest and organize team building activities, encourage creativity and risk-taking. Organizing various team meetings / reviews to make sure timely achievement of Project targets. Hands on Skill-Business Reporting, Power Point, MS Excel, Report Generation from ITMS tools. (Service Now, Remedy, LANDesk). Understanding of managing overall responsibility for Processes, Escalations, Knowledge Management, Incident Management. Show less

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  Credence Global Solutions

  Mar 2020 - Jun 2022

  Technology Project Lead

   Technology Project Lead: - As an IT Project Lead, taking care of below activities. Project Operations Management: Ensure tracking/maintaining of various aspects viz.escalations, resourcing capacity & reporting to senior leadership to enable relevant actions required to re-baseline the project plan. Delivery Management: Implement Client Service Delivery Model. Maintain Delivery Schedules for the project and check the project's adherence to the service agreement. Managing the project defined SLA’s and the performance delivery. Ensuring the smooth delivery of SLA based IT services gaining the highest quality. Resource Mobilization: Planning cross training / rotation of resources based on resource mobilization strategy. Sharing weekly/monthly status update to leadership on resourcing.  People management & Status Reporting: Performing a role of project people advocate along with project manager to ensure all people management related queries/issues are being taken care off & ensure BAU (Business as Usual). Maintain periodic performance check on the team's performance. Track and communicate the performance trend of each team member & identify key areas of improvements. Training Management, Client Visits, Billing, taking interviews for new hires. Decision Making, Adapting and Organizing: Acquiring necessary tools and making the team-level decisions. Analysing relevant data and considering risks involved in decisions and planning decisions. Organising work and data related to contracts, agreements, employee information and other relevant information. Data Analysis: Strong knowledge of MS-Excel and MS-PowerPoint. Drafting Reports and Performance documents with high analytics and representation. Create IT reports from Service Now, LANDesk/Ivanti etc. Stakeholder Management and Collaboration: Communicating with Stakeholders for updates and analysis on daily basis. Client servicing and reports monitoring. Show less

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  Capgemini

  Dec 2021 - now

  Project Manager

   Thorough understanding of all contractual obligations and ensures KPI/SLAs are met. Provide the required governance and oversight for regular operations as well as scheduled activities. Ensure security compliance within projects. Present the Standard monthly service review to client along with the respective SDM and ensure availability of all required reports. Manage Major Incidents and Client Escalation till closure. SPOC for non-standard and project requirements. Adherence to Delivery Processes and Deliver Services according to SLA. Proactive support: Service Improvement, Revenue Enhancement and Cloud Adoption, Automation. Advisory consulting services around cost and landscape optimization as a value-add service to client. Support the DR / BCP status for SOW/iSOW that have been agreed with respective clients, to ascertain the risks associated, report and govern the implementation of changes to mitigate the risk related to Cloud infrastructure. Quarterly business review to plan for subsequent quarters around upcoming projects and requirements, ensure readiness. Sign Off Acceptance to RUN for any New Infrastructure environment being Onboarded to RUN Provided remote infrastructure management day-to-day service delivery; managed the transition/ onboarding of client from existing vendor to Capgemini. Maintained a healthy relationship with the client with continuous interaction through meetings and calls with update; reviewed SLA, R&I Log with all client SPOC and internal team; provided effective resolution to customer queries, interacted with client for future requirement /enhancement in delivery. Shift Governance : Ensure daily/weekly shift/operations governance is carried out and implement measures to correct issues observed. Ensuring that a culture of improvement, learning and productivity is in place across their team, Daily Debrief, Weekly WOM. Daily, Weekly, Monthly Reporting and Report Creation for specified clients/customers. Show less