Rajesh Katakam

Experience

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  GE Capital

  Jan 2004 - Jan 2006

  Customer Service Representative and HR Executive

  - Joined GE India Customer Service Representative in GECBPMSL division - worked as Executive in HR, Employee Relations for a brief period - Worked on MIS, part of HR policy Creation

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  Sitel

  Feb 2006 - May 2010

  Team Manager-Operations(Nov’07-May’10)

  - Customer Service Professional --> Mobile firmware/software development--> I worked on technical issues related to Benq and Siemens Mobile phones and BT Cordless Phones and delivering support on service provider related issues, - Promoted to Quality Assurance Professional --> Firmware testing, decoding, performance improvement,quality analysis, Maintained and delivered managerial MIS reports on operator performance - Promoted as Team Manager--> For T-Mobile UK--> Performance Management , Team Management, Retention Management, Six Sigma, Lean Policies, Green Belt Project Show less

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  NTT DATA

  Jun 2010 - Apr 2024

  Sr. Executive Manager (Since 2018)

  • Interfaced with Business Managers/Clients for gathering business needs, conducted system analysis and finalized technical / functional specifications• Administered across domains onsite team escalations and delivering as per agreed SLAs to the client; worked as primary interface to customer for all matters that can affect the baseline, deliverables, schedule and cost of the services project• Prepared documentation and adhered to procedural standards approved by the customer for the execution of the project at the designated locations• Reviewed project change control procedures & identified issues with customer’s project manager• Managed service assurance & delivery across incident management and problem management functions services globally• Coordinated with peers, support teams, executive management and third-party vendors to address cross functional process gaps; summarized the business-critical outages to present to customer during governance meetings• Executed the problem review board calls to resolve stake holder conflicts and problem analysis issues; coordinated stakeholders and end-users at customer-end as part of root cause analysis• Assured continual risk assessment and develop mitigation and permanent fix plans; performed change management for proposed changes & manager implementation of proposed solution as part of permanent problem resolution• Supervised the delivery of managed services and established single-point of contact for Service Assurance & fulfill business requirements along with addressed problems & risks with proven high levels of consistency Show less

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  NTTD IPS

  Apr 2024 - now

  Associate Director