Ramprasad NS

Experience

• 

  CSS Corp

  Jul 2006 - Feb 2012

  Lead a team of 25+ technical specialists to resolve customer reporting issues. Responsible for directing technicians to ensure tasks are completed accurately, on time, and in line with service agreements. Oversee performance management, team governance, and adherence to management standards, ensuring operational efficiency and service excellence. Support a dedicated team in achieving targets by providing guidance on training, processes, and procedures. Handle client escalations, identify recurring issues, and offer permanent or temporary resolutions. Lead calls with the Client’s L3 team to report and manage issues, ensuring effective communication and resolution of technical challenges. Contributed significantly to team performance metrics by configuring and troubleshooting various networking products, both basic and advanced. Represented the SWAT team in resolving critical issues for high-end products used by end-users. Played a key role in diagnosing and addressing complex technical challenges, ensuring optimal performance and customer satisfaction.

  • Technical Team Lead

    May 2009 - Feb 2012

  • Support Escalation Lead

    Jul 2007 - Apr 2009

  • Technical Support Engineer

    Jul 2006 - Jun 2007
• 

  Accenture

  Feb 2012 - May 2014

  IT Operations Analyst

  Lead a cohesive team to deliver results in alignment with agreed targets. Entrusted with monitoring and managing services to meet performance goals while implementing ITIL best practices and driving service improvements. Successfully managed the completion of ISO 20000, ISO 27001, and various internal/external security audits from the Customer Support domain for the Chennai location.

• 

  IBM

  May 2014 - Aug 2021

  Accountable for managing the full life cycle of IT services, ensuring alignment with customer needs and maintaining strong client relationships. As a service owner, I play a key role in developing service strategies and overseeing the delivery of value-driven solutions. My focus is on enhancing service quality, client satisfaction, and continuous improvement across the IT service framework. Identify and describe BAU (Business as Usual) critical processes required during the Transition and Transformation (T&T) phase. Conduct risk and gap analysis of these processes and collaborate with Client and IBM to develop effective mitigations. Responsible for preparing and delivering the Interim Services Plan to ensure Service Commencement Readiness. Lead Major Incident Management and act as Client Account Focal for the Service Management team, overseeing delivery and operations. Focused on driving service quality and enhancing delivery processes. Monitor team performance against agreed metrics, implementing changes as needed to achieve Continual Service Improvement (CSI) and ensure operational excellence.

  • Service Delivery Manager

    Jun 2019 - Aug 2021

  • T&T Service Manager

    Oct 2018 - May 2019

  • Service Management Specialist

    May 2014 - Sept 2018
• 

  Kyndryl

  Sept 2021 - now

  Lead Delivery Management

  Proficient in managing global clients, fostering executive relationships, and driving account growth through strong leadership in infrastructure services and integrated management. Focused on accelerating business value by enhancing client experience, improving service quality, business compliance and aligning IT delivery with business outcomes.