Ranjith Muralidharan

Experience

• 

  IBM

  May 2010 - Sept 2021

  Led Process Improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce cost.Strategic guidance to the Team - Achieving Desired Quality, SLA & SLO.Advisory on quality assurance processes; creation and implementation of quality processes; quality reviews and audits; root cause analysis.Analyzed and interpreted business data to provide in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations for management/customers.Established and monitor trends - Process/system flaws and target skills, provide effective coaching and report on internal workmanship and external customer defects to operators, team leaders, and managers.Report trends, and analytics on key metrics / KPIs with improvement action plans in Weekly/Monthly/Quarterly reviews with Delivery team and Client. Show less Act as catalyst to drive all aspects under the Lean implementation.Using platform experience to improve service quality by examining defect causes, procedures and work tasks to identify trends.Conducting Internal Audits for the teams.Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.Involved in capturing Effort, Schedule, Size, Defect related metrics and track SLA metrics.Involved in using SPC Tools like Fishbone Diagram, Histograms and Scatter Diagrams.Involved with project teams to ensure effective project plans, identify defects in the early stages, and to ensure work products and project activities comply with process, procedures, and standardsInvolved in Causal analysis and resolution for the defects and issues identified by the project teams.Monitor team performance, generate reports, trends & dashboardsTake new actions within & across teams, to improve productivity and share best practicesAbility to collaborate across multiple teams for process improvements and standardization.Works with Green Team members across the delivery centers to improve and change the DA / RCA process by seeing if any solutions can be implemented or applicable to other delivery centers.Analyzes and interprets financial and business data and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management/customers.Specialties: Quality Assurance Lean Implementation Process Enhancement Process Standardization Project Management Training & Development Operations’ Management Show less Quality Assurance & Control Activities• Perform Ticket Quality Review• Prepares metric updates for executives -Score Card Report• Create Pool Level PBA Charts• Create Account Level PBA ChartsProcess Improvement Activities• 35% Reduction in incoming work load — Using DPP Investigations• Identify the trends, patterns in the data and collaborate with the SME & FLM for developing Solution for Process Improvements. Creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems • Conducts statistical analysis on quality metrics reports to ensure that they are within control limits• Analysis of trends & patterns in Operator Errors and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management Show less Project Expertise:Command Center Services (includes remote monitoring of servers located worldwide from India, security operations and network operations)Server Systems ManagementIT Security ServicesIT Service DeskService ManagementProject Management/ Transition ServicesBusiness Unit : Integrated Technology Delivery, Managed Infrastructure services.Project : A/NZSectors : Banking, Retail & IndustrialTools : Citrix, BMC Remedy, Infoman (Web), Manage Now, TSRM/ISM Show less

  • Program Manager - Data and AI Services

    Feb 2020 - Sept 2021

  • Quality Manager

    May 2018 - Jan 2020

  • Quality Lead

    Jun 2014 - May 2018

  • Delivery Analyst

    Mar 2012 - May 2014

  • Server System Operation Specialist

    May 2010 - Mar 2012
• 

  Kyndryl

  Sept 2021 - now

  Senior Manager- Data and AI Services

  Proven Consultant for solutioning Analytics Use Cases against business problems exhibiting strong stakeholder management.Collaborated for Engagement / Pre-sales opportunities for RFP / New deals via product/service showcase and solution demo.Requirement Gathering lead acting as first touchpoint for new engagements, understand problems, expectations of clients – RG questionnaire, propose solutions to Solutions/Arch team and Determine sizing, cost etc.Led Delivery / Strategic projects in Data and AI Services with cross functional team enabling scalable solution with Unified visibility of operations thereby resulting in reduced MTTR, faster RCA identification, performance and capacity optimization, service improvements and proactive issue identification.Performed ad-hoc analysis as needed and provide necessary insights and recommendations to support decision making process.Instrumental in developing Capability catalogs (use cases), Wireframe design of visuals for Client. Show less