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ITSM & Enterprise Technology Consultant with 6+ years of experience in IT Service Management, Control-M Workload Automation, ServiceNow Administration, Mainframe Support, and Enterprise Operations. Experienced in managing Incident, Problem, Change, and Request Fulfillment processes aligned with ITIL best practices. Proven expertise in Control-M batch scheduling, workload automation, SLA governance, production support, root cause analysis, stakeholder management, and service delivery optimization. Skilled in driving operational excellence, process standardization, automation initiatives, and continuous service improvement across enterprise environments. Adept at collaborating with cross-functional teams to enhance service reliability, reduce operational risks, and support business-critical applications.

To deliver my technical & non-technical skills to the organization that I got to serve and play a key role in organizational development and excel individually as well.
Career Highlights:
Total experience of 14+ years in IT industry in multiple domains like Mainframe, AWS and other technologies/tools. Driven Consultant with 4 years' experience in the Enterprise Content Management field. Adept in collaborative problem solving, risk management and creative solutions. Passionate about bringing changes in businesses. Proficient in conducting primary and/or secondary research.
Certified with AWS Certified Solutions Architect – Associate.Versatile experience of working in India and abroad (US, Chicago). Experience in Retail & Commercial Banking, Credit Card, Debit Card, etc. Domains. Participated in AWS DeepRacer event conducted for HSBC India and secured 9th position in virtual race after qualifying in first round. Clocked 8.6 seconds with best model.
Worked as Technical Lead/Consultant for AWS application infra setup, Data migration expert, SME for OnDemand and Control-D (on mainframe, windows). Delivered multiple projects on data extraction like one of recent high-profile project called INM PDL which was to migrate existing CMOD on prem service to AWS cloud. Other projects like Jersey Expat migration etc.
Took up ITSO (IT Service Owner) for 13 services, SRM (service recovery manager) in current team. Also acted as Lead for department level initiatives for Process & Test Automation and Innovation.
Achieved savings of 1K USD/year of savings for my team last year after implementing some cost saving automations on legacy process. Responsible not just in technical coding and review are but also in project engagement discussion, estimation, requirement analysis, architectural review, solution proposal, stakeholder communication, project management and even post production support management.
Worked for more than 2 years on Vision Plus for Credit Cards portfolio. Experienced on GCI (Mainframe based in house module) and OpenText Exstream (OTX) tool for statement generation.
Experienced on IBM OnDemand (OND) and BMC Control-D (CTLD). Proficient knowledge on SDLC and AGILE methodologies. Follow Scrum and Kanban framework for all current projects. Worked with US, Canada, Mexico, UK, Asia-Pacific clients.

Systems EngineerProvides support for a wide range of technical issues relating to desktop/server/firewall/switches hardware and peripherals, operating systems and applications. Install, configure, test, maintain, repair, troubleshoot, and resolve IT issues including server/desktop/laptop hardware and software, mobile devices, printers, scanners, hardware peripherals and other IT related equipment. Applied diagnostic techniques to identify problems, investigate causes, and recommend solutions. Access software updates, drivers, knowledge bases and frequently asked questions resources located in-house and on the internet to aid problem resolution. A working knowledge of mainframe, minicomputer, or microcomputer operations, equipment, operating systems, development tools and methodologies Established and configured network connectivity for hardware and devices, permissions, access rights, password resets, and e-mail setup. Utilize enterprise tools such as Active Directory, Required to manage customer requests from initiation to resolution. Makes decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of varying complexity and importance. Address problems that are highly varied, complex and often nonrecurring, requiring staff input, innovative, creative, and diagnostic techniques to resolve issues. Follows precedents and procedures to perform tasks. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor / manager.

Highly skilled and dedicated professional with extensive experience in INGENIUM framework, specializing in implementation, upgrade, and enhancement projects. Proficient in understanding the architecture of INGENIUM and developing within this framework. Adept at collaborating with cross-functional teams to deliver accurate and efficient technical solutions that meet complex business requirements. Possesses expertise in various life insurance products and excels in Agile environments. Proven track record of achieving desired business outcomes through modifications to INGENIUM and integrated software applications.

Baibhav Raj

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10th ICSE -

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Graduate Engineer

B.Tech -

12th ISC -

10th ICSE -

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