Raja Raman

Experience

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  Microland Limited

  Jan 2010 - Feb 2011

  Technical Support representative

  • Worked as a TSR supporting different networking products like router, network printer.• Knowledge in troubleshooting Router setup, Internet issues, Home/office wired and wireless printer.• Knowledge in troubleshooting Xbox, V and Kindle connectivity issues.

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  DELL International Pvt Ltd

  Mar 2011 - Jul 2012

  Client Technical Support representative

  Roles and responsibilities • Expertise in troubleshooting Desktop/Laptop/Printer related issues• Experience troubleshooting OS, Application, Outlook• Experience in Windows standard application, Printer and mobile devices.• Providing Hardware and software maintenance for customer.• Having good knowledge of Remote support.• Perform phone and remote support on software related issues and Meet service level agreements which are process specific.• Experience in upselling hardware and software products. • Troubleshooting virus, malware, Spyware infections.• Experience in handling complex data.• Experience in management reporting and presentation. Show less

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  Hewlett Packard Enterprise

  Jul 2012 - Oct 2019

  • Updating monthly roster and Tracking Planned Leaves, UPL, Training, days worked.• Scheduling and conducting training for new hires and engineers in DC OSS.• Hiring candidate for Monitoring, L1/L2 and share feedback to managers. • Updating Transport for the team.• Providing 1 on 1 feedback and areas of improvement to non-performers. • Scrubbing tickets for any SLA misses and providing feedback to engineers. • Scheduling meeting for mid-month and monthly review and coordinating with Technical SME’s. • Engaging multiple teams to get required tool access for new hires.• SharePoint maintenance – Internal, Central and Operational.• Owning the Process end to end and ensuring the team follows it without fail.• Creating and updating SOP’s in SharePoint based on client or process.• Coordinating with quality team to ensure proper feedback is shared on time.• Coordinating with reporting analyst to prepare monthly score card.• Updating ITIL CSI register and monitoring tool improvement with tools team.• Knowledge and usage of ITSM tools – SAW,SNOW, BSM, Site scope, NNMi and SharePoint(BCP)• Ensuring business is covered during BCP situation. Show less • Leading Change Management for 10+ accounts.• Delivering the defined KPI’s. • Facilitating Process and Tool Improvements. • Validating and approving the CIP.• Conduct weekly CAB meetings with CR owners and stakeholders.• Reporting the monthly Change Management progress/KPI/Areas of improvement to customer.• Handling the complete life cycle of change management. • Managing the overall Release process• Coordinating with all the project teams that are associated with the Release.• Receive, log, qualify, and validate all release requests through (CR).• Single point of contact for the Release Management process to represent the request for release• Responds to issues regarding coordination of the release as necessary.• Communicate to end-users about the release.• Facilitating the team communication to ensure that the Release is implemented according to the schedule• Responsible for verifying that the release has been implemented successfully. Show less

  • Technical Solutions Consultant II

    Jul 2012 - Oct 2019

  • Technical Solutions Consultant II

    Jul 2012 - Oct 2019
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  Unisys India

  Oct 2019 - Dec 2020

  Service Management Analyst I

  • Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc.• Ensures contractual service support requirements are understood and managed.• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel, and customers.• Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.• Presents operational and service level reports and explains service level support available to internal or external customers.• Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc• Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.• Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.• Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines• Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations• Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues• Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately Show less

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  KPMG

  Dec 2020 - now

  Assistant Manager

  ● Strong understanding of ITIL with an emphasis on Incident, Change, Release, Problem Management process for SaaS cloud environments like Oracle, Workday, ServiceNow and Coupa.● Oversees the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development and automation and dashboard creation.● Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness of the Service Desk, Technologists, and Operations.● Weekly and Monthly metrics reporting to management and collection of staff’s status reports.● Designed and developed a comprehensive metrics tracking dashboard to monitor service delivery performance.● Reduced support costs by developing new workflows and support processes. ● Work with internal & external stakeholders, vendors and business to collaboratively develop and drive the strategy and roadmap for the services in scope. ● Ongoing assessment of the existing environment with a relentless focus on continuous improvement by identifying and implementing multiple Lean Six sigma Kaizens, YB and Green Belt Projects.● Build, lead and coach a high-performance quality team performing audits using Coaching assessment module in ServiceNow.● Part of CMMI audits. ● 10+ Years’ Experience in Service Management, Service Delivery and ServiceNow tool. Hands on experience in other tools like HPSM, BMC remedy. ● Actively involved in migrating ServiceNow platform, lead a team of technical consultants to perform testing, identify, log and track defects. ● Working closely with the Business and ServiceNow team as a BA identify defects, enhancements. ● Have experience working in an agile environment. Show less