Raghuveer Kumar

Leverage strong IT experience spanning Infra Managed Services: Agile Project Management, Implementing Agile/Scrum Framework, Leading Service Improvement Programs & People Management

• Cisco ACI Migration Project
• End User Computing (EUC) - Global Service Desk
• EUC: Platform: Sitescope, HPOO & SharePoint Support
• Application, Batch & Release Management
• Development, Automation & Telemetry Teams (On Prem & External Cloud)

• Completed gap analysis for US stream as part of 90-day plan. Proposed specific recommendations in migration approach, PIR process review, Metrics dashboard automation and associate skill development.
• Led Service Improvement Program (SIP) at business unit level. 20 programs were implemented in a span of four years which resulted in 6 FTE savings, Incident reduction of 5000 per annum which resulted in cost savings of 10 million $ dollars
• Globally aligned roles between USA, Ireland and India to setup Service Desk, Application Support, Batch Support and Release Management functions (24 x 7) across Bangalore & Chennai locations. Implemented ITIL and KANBAN methodology to setup offshore team. Provided strategic leadership in hiring 45 individuals in both locations and developing talent and enabling an awesome team recognition
• Setup a new DevOps Practice in Bangalore in tandem with existing team in Smithfield USA. Hired 4 members to take care of all CICD needs for the Business Unit from India perspective. Engaged with partners to scale this function to be spread across to Chennai and Bangalore
• Implemented ITIL framework: Incident, Problem, Change & Release Management modules for 4 verticals. This resulted in segregation of duties between developers & support staff, helped us to be a trusted partner for development, business teams by providing business value, cost savings & value as an IT provider
• Implemented Agile/Spotify model for Application performance monitoring team. Setting up of Agile/Scrum processes from scratch: Adoption assessment, setting up of scrum processes/ceremonies, establishing metrics in JIRA dashboard and training aspiring scrum masters to be independent
• Implemented Root Cause Analysis (RCA) reference model for the vertical which was implemented across the business unit. Analyzed historical volumes and implemented 5 specific recommendations from the analysis – Received Delivery Excellence Award
• A Production Support Estimation Model and Service Improvement Program metrics dashboard was implemented. The prototype was approved and implemented at BU level – Resulted in eliminating manual work, focus on key metrics and resulted in excellent PSAT scores for the India Team
• Implemented Agile/Scrum interview question framework in Cisco for the hiring process and designed training content for aspiring scrum masters’ trainings
• Lead Automation Projects to automate manual process of 15-week migration cycle manual tasks. Automated, Change Check Status (CCS), migration notifications, analyzing switch logs & migration communications. This resulted in bringing down migration cycle from 15 to 12 weeks and helped the team to avoid human errors during migration process
• Implemented SmartSheet automation for migration project which helped us to leverage RAID, Trends, Forecast and Budget spends. Helped us to repurpose 1FTE to implementation efforts from reporting function
• Led development life cycle to create Telemetry - Enterprise Bus project using Agile & Cloud/Open Source Technologies (ELK, Kafka, Kibana & other open source tools). In the past one year, on boarded 10 business unit customers, 55 applications, 5 TB of data resulting in cost savings of 15 million $ dollars
• Implemented KANBAN dashboard as part of SIP to baseline HP Sitescope Monitoring for the enterprise. This resulted in reducing in monitoring noise by 15% of unused monitors, increased monitoring for 20% of HIGH Impact Incidents resulting in savings of 2 FTE and cost avoidance of 5 million $ dollars
• Implemented ONE On Call Model for Platform Support functions across multi geographic by implementing Vertical SME framework, Automation via HPOO and Consolidation of Tools. Resulted in repurposing 2 FTE’s to other functions in the organization
• Initiated Customized Rewards & Recognition Program to improve productivity, associate and partner satisfaction scores from past one year. This resulted in bringing down attrition levels from 17% to 8%, Improved Team Morale and Cycle Time reduction from 4.5 days to 2 days
• Implemented standard operating procedures (SOP’s), run books, knowledge management and train the trainer model for application, batch and SharePoint support teams
• Participated in benchmarking study for Service Desk conducted by Global Information Partners, Implemented Six Sigma Project (DMAIC) to improve FCR of 80%, Average Handle Time of 8 minutes and Cost of Ownership (TCO) reduced by 20% budgeted funding
• Led Customer Excellence Program (CEP) which resulted in improving CSAT ratings from 2.8/5 to 4.2/5 over a period of two years. Implemented Accent Neutralization, Systems Thinking Methodology, Technical Pod & Realigned US and India shifts to cater to incoming volume across Phone, Chat & Tickets channels

• JIRA
• Bitbucket
• PPMC
• Confluence
• Github
• UDeploy
• Sitescope
• Splunk
• Tableau
• SmartSheet
• Remedy
• Service Now
• Service Manager
• XMatters
• Project Management Professional (PMP)
• ITIL Foundation and Practitioner
• CSPO Agile – Product Owner
• SAFe 5 Agilist Certification

• Centre of Excellence (COE): Leading Agile adoption for PM group by conducting workshops, shortlisting suitable candidates as part of hiring panel
• Lead – Training Council: Formulated goals, roadmap and associate’s satisfaction to improve learning culture and individual development plans for business unit employees. Partnered with Culture of Coding Initiative to formulate Python Training and Built Code Ambassadors for Identified Projects
• Coach newly promoted project managers/leads to make them effective in People, Project Management and in achieving manager effectiveness scores. Coaching methodology has been appreciated by senior management
• Conducted Design Thinking and Innovation Workshops as a Program Manager. 150 Ideas were generated and 12 ideas were implemented. Led 2 Idea implementation Project in Process Improvement and Automation Areas
• Initiated Tech Leads Guild as part of Spotify Model to scale up Tech Leads to Full Stack Engineers

• Service Management – Achieve SLA, Continuous Improvement Process (SIP) & Service Lifecycle Management
• Customer & Stakeholder Management – requirements gathering, problem solving, manage customer relationships, negotiations and influencing skills
• Led key strategic projects - Global Alignment (GA), Project Neo, Project Marina with direct and indirect resources in meeting key strategic metrics
• Customer Focussed: Implemented being a trusted partner pyramid framework – Transformation, partner satisfaction and value drive focus metrics
• Implemented Agile/Scrum framework: Assessments, Setting up processes from ground up to steady state of delivery teams
• Work Force Management: People Management: Leading with purpose, Career development & Coaching new managersstrong

* Led Awesome Coders CTO Hackathon team and implemented automated solution to "Cloud Migration Discovery Process" - Selected in Top 8 Category

* Led development life cycle to create Telemetry - Enterprise Bus project using Agile & Cloud/Open Source Technologies (ELK, Kafka, Kibana & other open source tools). In the past one year, on boarded 10 business unit customers, 55 applications, 5 TB of data resulting in cost savings of 15 million $ dollars

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