Paul Raj Lucas
Hyderabad
Summary
Experienced Regional Delivery Manager skilled in IT service management and change management. Proven ability to enhance incident resolution and build strong client relationships. Leads teams with clear objectives, driving process improvements and ensuring reliable service delivery.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Americas - Regional Delivery Manager
Kyndryl Solution Pvt Ltd
Hyderabad
11.2023 - Current
- Led staffing initiatives to optimize resources for incident and change management functions.
- Coordinated with teams to facilitate incident resolution and enhance communication.
- Conducted root cause analysis to address issues and implement corrective actions.
- Established team goals and conducted performance evaluations to drive accountability.
- Managed project timelines and resources for client engagements.
Lead- Major Incident Management
IBM
Hyderabad
08.2017 - 10.2023
- Facilitated resolution of unresolved incidents by acting as the escalation point.
- Monitored incident resolution, analyzing trends across providers and escalating critical incidents and issues to customers.
- Identify and implement process improvements and ITSM platform/integration enhancements.
- Implemented and maintained ITSM platform along with processes and procedures for internal organizations and external providers.
- Monitored incidents and tickets, generating reports and analyzing data to identify trends and issues.
- Monitoring incidents/tickets for issues reported and for requests, report generation and ticket analysis.
Education
B.com - Commerce
St. Mary's Centenary Degree College
Secunderabad03-2014
Intermediate -
Gowtham Jr.college
Secunderabad03-2011
Skills
- ITSM
- Change Management
- SLA management Incident Management
- Problem Management
- Incident response
- Incident management
- Client management
- Client relationships
- Process improvement
- Team leadership
- Reliability
- Incident response
- Change management
- Problem management
- Process recommendations
Certification
- ITIL V4
- ITIL V3
Timeline
Americas - Regional Delivery Manager
Kyndryl Solution Pvt Ltd
11.2023 - Current
Lead- Major Incident Management
IBM
08.2017 - 10.2023
B.com - Commerce
St. Mary's Centenary Degree College
Intermediate -
Gowtham Jr.college