Rajinda Manoj

Experience

• 

  Dialog Telekom PLC

  Jan 2005 - Jan 2010

  • Created a performance-driven service management culture that ensures accountability, personal responsibility and fast resolution. • Led, developed, motivated and trained support engineers.• Developed and implemented SAP ERP - BMC Remedy Integration which includes requirement study, SRS preparation, solution design, implementation• Leading and managing IT strategies across several business units. • Re-engineered all IT Service Delivery processes for better efficiency and end-user satisfaction.• Designing and developing a centralized reporting environment for Group Dialog, merging CISCO, AVAYA and ERICCSON Call Detailed Recordings (CDR) Show less • Identified key business functions within the company in order to improve the quality of the IT services and to align the services to help deliver and support business processes• Set up a Service Desk & Service Management culture at the Dialog group level• Carried out process study, detail requirement gathering, preparation of Statement of Scope and implementation of I-Learn system for the Customer Service & Enterprise Contact Management• Trained employees for Service Desk based on ITIL principles and designed SLA monitoring reports and dashboards for IT Service Delivery• Negotiated SLAs and Configured SLA Monitoring through BMC Remedy suite Show less

  • Senior App Consultant

    Jan 2007 - Jan 2010

  • Software Engineer / App Consultant

    Jan 2005 - Jan 2007
• 

  DirectFN (Mubasher)

  Jan 2010 - Jan 2011

  Lead Engineer

  • Ensured that the customer expectations are met through quality assurance and process evaluations of software solutions• Initiated effective management processes for software projects • Responsible for quality, process evaluation and assurance of proper procedure at successive levels of software development• Implemented quality assurance practices which were incorporated in projects successively

• 

  99X Technology

  Jan 2011 - Jan 2013

  Service Manager / Service Management Consultant

  • Leading and driving ITSM team to support more than 35 external customers and all internal customers of the organization.• Being the Technical Account Manager for all ITSM SaaS solutions for the customers, managed daily operation in order to achieve higher service availability.• Lead and developed resources for various ITIL roles within the organization including Configuration Manager, Capacity Manager, Problem Manager and Incident Manager.• Provided consultation services to customers based on ITIL© to align their businesses with Industry Best Practices• Played different key roles pertaining to IT Service Management when associating with corporate service delivery leaders in various renowned corporates. Show less

• 

  99X

  Jan 2013 - Jan 2016

  Manager - ITSM and Support Services

  99X Services was formed as an independent company from 99X Technology to focus more on Services.• Implementing and managing IT strategies across all business units of the organization; ensuring that strategies included business alignment with industry best practices.• Leading and driving ITSM team to support internal & external customers on service deliveries pertaining to various ITIL Roles including Incident, Problem, Change, Capacity, Service Level, Configuration, Event, Availability and Continuity Management.• Leading the Project Management team on successful delivery of all internal projects within the agreed scope, budget and time.• Driving the organization to achieve ISO/IEC 27001:2013 and ISO/IEC 20000 certification.• Managing and leading Surveillance team on proactive monitoring of all customer infrastructure and services, ensuring that all the agreed availability levels are met as per various customer contracts.• Driving and guiding technical support teams including systems, virtualization, network, security, DB and DR• Driving and guiding system support team to execute customer maintenance activities throughout the year. • Advising all levels across the organization including CXOs on ITSM and process adherence. Show less

• 

  Elopak

  Jan 2013 - Jan 2015

  Change Manager / Incident Manager

  99X Technology has extended Services to Elopak. This was the first outsourced assignment for the company on Service Delivery.• Executing the roles and responsibilities of a Change Manager and Incident Manager • Coordinating downtime windows across distributed data centers and guiding different teams spread around the globe to implement Change Requests.• Manage and update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve Service Delivery• Actively engaging and contributing to CAB meetings on reviewing and authoring changes while improving the Change Management process• Convenes urgent CAB or ECAB meetings for all urgent RFCs • Driving, developing, managing, maintaining, monitoring and improving, the efficiency and effectiveness of the incident management process. • Follow up daily IM tasks, including escalations within SLAs and producing management information, including KPIs and reports.• Proactively managed the resolution of Major Incidents in a timely manner, ensuring minimal business impact• Tactical mobilizing of support teams and coordinating their activities to drive and manage the efficient resolution of Major Incidents Show less

• 

  Pearson

  Jan 2016 - Jan 2020

  Manager - Service Delivery

  • Inspect, analyze and evaluate customer interactions with Pearson processes, systems and procedures to ensure the best overall customer experience thereby recommend avenues for continual improvement• Collaborate with Global Delivery and Onsite stakeholders to define, implement and improve robust IT Service Management processes• Identify, plan and implement the development of new capabilities and service offerings• Handling complex internal and external projects, technology-based initiatives and large multi-site technical support operations• A proficient agent who leads by example in creating avenues for change and driving transformation Show less

• 

  Pearson

  Jan 2021 - Feb 2023

  Senior Manager - Service Delivery & Response

  • Responsible for all aspects of management, planning, coordination, and staffing related to Service Operations and Control functions of the organization• Managing and leading Global teams in different disciplines of ITSM such as of Incident, Problem, Configuration and Change Management during Asia-Pacific coverage hours• Liaising and driving global digital transformation programs include, but not limited to PaaS; Cloud-ready applications leveraging multiple cloud platforms both Public and Private, IaaS; Virtualized computing over multi-cloud orchestration technologies, DaaS; Supporting Continuous Delivery pipeline in geographically-disparate, multi-tiered environments etc.• Advising and guiding support personnel across all levels of seniority and functional experience, to meet the demands of the Business• Achieving Delivery Excellence by building high-performance teams of enthusiastic learners to obtain better personal and organizational growth. Show less

• 

  EMAPTA

  Feb 2023 - now

  VP, Engineering (Blockchain)

  • 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Orchestrating the full lifecycle of innovative blockchain and web2 software development from concept to deployment.• 𝗣𝗿𝗼𝗱𝘂𝗰𝘁 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Leading the hands-on development and scaling of blockchain solutions, including asset tokenization, NFT platforms etc. and web2 Invest platforms, from initial versions to market-ready solutions.• 𝗕𝗹𝗼𝗰𝗸𝗰𝗵𝗮𝗶𝗻 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻: Designing and developing blockchain-based solutions using Hyperledger Fabric, Polygon, Ethereum and Bitcoin, with a focus on tokenization, AMMs, NFTs, Ordinals and Runes.• 𝗙𝗶𝗻𝘁𝗲𝗰𝗵 𝗜𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻: Integrating payment processors, Fintech products, and digital wallets with blockchain and related solutions for seamless financial transactions.• 𝗔𝗣𝗜 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Crafting APIs for robust integration of blockchain solutions with external and internal applications, enhancing interoperability.• 𝗧𝗼𝗼𝗹 𝗠𝗮𝘀𝘁𝗲𝗿𝘆: Utilizing Retool, Jira, Bitbucket, AWS cloud, Hardhat and Remix for efficient management and deployment of blockchain solutions.• 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗙𝗼𝗰𝘂𝘀𝗲𝗱 𝗘𝗻𝗴𝗶𝗻𝗲𝗲𝗿𝗶𝗻𝗴: Building customer-facing solutions with an understanding of end-to-end workflows to ensure a seamless user experience.• 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝘃𝗲 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: Effectively communicating with the team and stakeholders to ensure timely delivery of high-quality, bug-free results.• 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗮𝘁𝗶𝗼𝗻: Monitoring, evaluating, and optimizing the performance of solutions for maximum efficiency and reliability.• 𝗧𝗿𝗲𝗻𝗱 𝗔𝘄𝗮𝗿𝗲𝗻𝗲𝘀𝘀: Keeping abreast of the latest blockchain and technology trends to apply cutting-edge solutions to our platforms. Hands-on experience in DeFi, Metaverse, GameFi, Play-to-Earn, DAOs, Exchanges, Wallets, Payment Solutions, Stablecoins, Yield Farming and Blockchain Compliance Show less

• 

  Immut Labs

  Jan 2024 - Jan 2024

  Founder

  Driving innovation in decentralized technologies to empower a more transparent and equitable digital future.