B K Ragavendra Iniyan

Associate Director, End User Computing

• Lead and manage all End User Computing (EUC) related delivery, ensuring high-quality service and support.
• Collaborate with the pre-sales team to define contracts and Statements of Work (SOW) for new engagements.
• Oversee projects within the EUC tower, ensuring they progress according to timelines and stay within budget.
• Responsible for the training and development of team members, fostering a culture of continuous improvement and professional growth.
• Explore options for effective utilization of automation and AI wherever applicable to enhance efficiency and innovation.
• Oversee vendor SLAs and manage them for effectiveness, ensuring compliance and optimal performance.
• Discuss performance and continuous improvement with clients and stakeholders, identifying opportunities for enhancement.
• Pitch additional services to clients, exploring new business opportunities and expanding service offerings.

• Led teams of up to 25 personnel, supervising daily performance as well as training and improvement plans.
• Communicated regularly with customers concerning data exchange and technology integration.
• Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
• Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
• Assessed risks associated with team activities and implemented appropriate procedures to mitigate potential problems.
• Worked closely with management to provide effective assistance for specific aspects of business operations.
• Created and updated records and files to maintain document compliance.
• Assisted senior leadership in managing all aspects of operations.
• Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
• Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Acted as team leader in group projects, delegating tasks and providing feedback.
• Learned and adapted quickly to new technology and software applications.
• Developed strong communication and organizational skills through working on group projects.
• Trained and developed department leaders and management staff for specific projects and ongoing operational needs.

• Project manager for the Global service desk which handles 3 different customers under BFSI domain
• Managing a team of 30 members
• SPOC for all SD related queries for customers
• Driving all major incidents to closure by co-ordinating with stake holders and customers
• Preparing RCA, Creating problems if required
• Assisting team technically to troubleshoot all EUC related issues
• Troubleshooting any complex issues reported with the help of domain teams and involving vendors if required
• Managing the security compliance for all end user related devices
• Analyse the ticket flow and factoring resources based on requirement
• Auditing voice calls for quality improvement
• Identifying repeated tasks for automation
• Ensuring all SLA metrics are met
• Conducting training for team members on new technology based on requirement
• CSI- Identifying the process gaps and redefining them for improvement
• Governance mechanism for managing all IT related assets.
• Partnered with project team members to identify and quickly address problems.
• Met with manager weekly to provide detailed project report and milestone updates.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Maintained open communication by presenting regular updates on project status to customers.
• Produced quality standards, checklists, report templates, and processes

• Managing the Complete IT Infrastructure of Scope International Pvt Ltd & Standard chartered Bank PAN INDIA
• Managing a total of around 20000 Desktops and other Hardware devices
• Managing Centralized Helpdesk (BMC Remedy) to support
• Incident, Problem, Change & Request Management
• End to end ITSM tools integration for ensuring the compliance and effectiveness of the process
• Managing Vendor Relations and reviews
• Ensuring that Service norms committed to the Customer are met
• Ensuring Customer Satisfaction by responding to all Escalations regarding Infrastructure Management Services
• Reviewing IMG Performance with the Customer every month
• Conducting periodic review with the Vendors
• Organizing resources required for running the Site/providing services as per SLA
• Ensuring Implementation of processes for all services covered in the contract
• Preparation of Process Documents for all services covered in the contract
• Identifying training needs of the team and ensuring that those trainings are carried out
• Evaluating Engineer Performance on a Monthly Basis
• Identifying the Top performers within the team on a Quarterly basis and nominating them for awards
• Leading the Team for the Annual BCP activity and project specific DR activities
• Scheduled employees for shifts, taking into account customer traffic and employee strengths
• Have maintained an attrition of less than 5% for direct and Contract resources.

• Worked on 24/7 network operations Centre providing technical support for fault diagnosis, analysis & rectification of LAN networks
• Identifying LAN and WAN faults and getting them resolved
• Coordination with respective Clients & Client IT teamvendors for major issues/problems
• Providing support for custom Applications like Nortel VPN, Soft Token Citrix Clients
• Co - Ordination with various vendors for all hardware related issues including desktops, Printers, Video conferencing systems etc., as per escalation matrix.

• Installing and configuring Wireless routers, Access Points
• Offered excellent customer service in a pleasant and professional manner.

• Answered technical questions regarding software products and their requirements within related industries
• Investigated issues reported by customers and dealers in a timely and efficient manner
• Identified and resolved network and Desktop configuration issues.