Raghavendra Vishwanath
IT Service Management Professional
Bengaluru
Summary
Analytical professional with over 15 years of experience in IT services, specializing in Service Management, Business Operations, and Incident Management. Demonstrated success in enhancing customer satisfaction and streamlining processes to lower costs while improving service quality and availability. Expertise in implementing ITIL frameworks and customer service practices to drive customer success. Strong leadership and communication skills focused on team and organizational improvement.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Availability/Incident Manager
Kyndryl
Bengaluru
06.2022 - Current
- Facilitated resolution and closure of 50+ P1/P2 Major Incidents monthly, decreasing average resolution time by 20% through comprehensive analysis with SMEs
- Facilitated Major Incident recovery calls and composed detailed RCAs for incidents affecting enterprise applications and services (Gen5 Storage Technology).
- Oversaw end-to-end IM, CM, PM, and SLM processes across multiple accounts, guaranteeing consistent achievement of high service quality and availability targets.
- Facilitated Change Management by authorizing adjustments and addressing outstanding changes for distributed storage accounts.
- For KP - Kaiser Permanente Gen5 Solutions
Incident Management/Service Co-ordinator
Bank of Ireland
Bengaluru
04.2019 - 05.2021
- Evaluated incident management effectiveness utilizing event monitoring tools, recommending and implementing enhancements resulting in 25% decrease in recurring minor incidents.
- Managed all Major and Minor incidents, documenting, categorizing, and implementing immediate actions to promptly restore failed IT services.
- Facilitated executive communications and incident status updates for diverse banking operations services, working closely with DPEs and SLM teams to achieve objectives.
Service Delivery Manager/Service Coordinator
John Woods Group
Bengaluru
06.2016 - 04.2019
- Formulated strategic business recovery plans, achieving zero revenue loss amidst client crises and implementing new SLA processes to enhance client engagement.
- Spearheaded service and task management processes, emphasizing training and development initiatives, to cultivate successful team dynamics and drive operational excellence.
- Directed cost, scope, schedule, and quality assessments for verticals like incident management and onboarding, ensuring on-time fulfillment of daily reports and checklists.
Technical Support Agent (Service Desk, Incident Management)
Oracle India Pvt Ltd
Bengaluru
11.2007 - 06.2016
- Functioned as primary contact for thousands of users, delivering technical assistance in client configuration and resolving Tier 1 requests within established SLAs.
- Leveraged knowledge base tools to address issues effectively, escalating unresolved problems to Tier 2 and Tier 3 support teams as necessary.
- Documented tickets through ServiceNow and other platforms, meeting metrics and enhancing customer satisfaction.
Education
MBA - Operations Management
IGNOU
Bengaluru 07.2010
Skills
Project delivery and oversight
Crisis resolution Operational oversight
Change facilitation Issue management
Performance management Analysis of delivery Monitoring of events
ServiceNow management
MS Office Suite
Data visualization
ITIL 4 Foundation
Cloud computing expertise AI knowledge Access management skills Azure and AWS proficiency
Change management
Cooperative effort
Effective communication
Commitment to learning
Meticulous attention
Analytical thinking Customer assistance
Adaptability Dispute resolution
Team leadership Optimistic outlook Compassionate engagement
Certification
Courses: ITIL V4, AWS Cloud Practitioner, AI Practitioner, PMP, Azure Fundamentals
Accomplishments
ITIL V4 Certified
Kyndryl SRE Bootcamp and Foundations
Kyndryl Technology Program Management
Assessments Completed:
Azure Fundamentals
Azure Security Identity and Access Management
Aws AI Practitioner
AWS Cloyd Practitioner
Azure AI Fundamentals
Languages
English
Intermediate (B1)
Timeline
Availability/Incident Manager
Kyndryl
06.2022 - Current
Incident Management/Service Co-ordinator
Bank of Ireland
04.2019 - 05.2021
Service Delivery Manager/Service Coordinator
John Woods Group
06.2016 - 04.2019
Technical Support Agent (Service Desk, Incident Management)
Oracle India Pvt Ltd
11.2007 - 06.2016
MBA - Operations Management
IGNOU