Summary
Overview
Work History
Skills
Key Projects Highlights
Timeline
Generic

RAHUL KRISHNAN S

Chennai

Summary

Seasoned ITSM and Data Center Operations professional with 12+ years of experience in service delivery, incident and change management, and project execution. Skilled in leading cross-functional teams, optimizing IT processes, and delivering cost-effective infrastructure solutions. Proven ability to manage end-to-end data center operations and drive continuous service improvements.

Overview

13
13
years of professional experience

Work History

IT SMO Manager / DC Operations Manager

Cognizant Technology Solutions
Chennai
07.2021 - Current
  • - Spearhead a 12-member Cross Functional Services (CFS) team overseeing 10 ITSM processes, including Incident, Problem, Change, Knowledge, Asset, Configuration, and Availability Management.
  • - Lead and manage daily operations of the data center, ensuring uninterrupted service, optimal infrastructure performance, and timely incident resolution.
  • - Implement operational best practices to maintain high availability, security, and performance across mission-critical systems.
  • - Coordinate maintenance windows, capacity planning, asset lifecycle management, and vendor liaison to ensure seamless data center functioning.
  • - Drive continuous service improvement initiatives, acting as escalation and communication focal point for outages and business-impacting incidents.
  • - Monitor and audit data center processes to ensure adherence to ITIL standards and regulatory compliance.
  • - Prepared and delivered weekly/monthly SLA dashboards for enterprise-wide review meetings.
  • Achievements:
  • - $480K/year savings (2023): Unified problem, asset, and event management to identify and decommission underutilized IT assets.
  • - $300K/year savings (2022): Integrated XMattress alerts with ServiceNow & monitoring tools, reducing manual effort during off-hours.
  • - Optimized team productivity by cross-training all members on ITSM processes, leading to a 20% team size reduction with no service impact.
  • - Successfully led a large-scale data center migration with zero post-migration issues, exceeding client expectations.

IT Change Manager

HCL Technologies
Chennai
02.2020 - 06.2020
  • - Led Change Management governance across service providers, ensuring seamless implementation of RFCs and adherence to change windows.
  • - Conducted monthly training sessions and change process audits.
  • - Collaborated with service desk and operations teams to recover SLA performance for a struggling Data Center team.
  • Achievement: Instrumental in restoring SLA adherence by leading daily operations calls and process reinforcement.

Project Mgmt. Office | IT Change & Incident Manager

Wipro Technologies
Chennai
02.2013 - 01.2020
  • - Managed change governance, incident escalation, and cross-provider collaboration.
  • - Developed change management strategies, reports, and integrated them into project lifecycle planning.
  • - Delivered regular resource forecasts and ensured up-to-date process documentation.
  • - Facilitated major incident calls and performance reviews, ensuring prompt resolution and client satisfaction.
  • - Provided project planning and coordination support including scheduling, reporting, and stakeholder communication.
  • - Ensured alignment of project deliverables with organizational goals by supporting PMO process implementation and compliance.

Skills

  • - ITSM & SMO Leadership
  • - Service Delivery & Operations Management
  • - Incident / Problem / Change / Release Management
  • - Business Continuity & Availability Management
  • - Project Management & Delivery
  • - SIAM (Service Integration and Management)
  • - Cost Optimization & Resource Planning
  • - Process Improvement & Reporting
  • - ITSM Tools: ServiceNow, BMC Remedy
  • - Strong Communication & Team Leadership
  • - Tools: ServiceNow, BMC Remedy, LogicMonitor, SolarWinds
  • - Reporting: Excel Dashboards, KPI & SLA Reports, Forecasting
  • - Domains: ITSM, ITIL, Data Center Operations Management, Project Management, Infrastructure Services
  • - Strong written and verbal communication
  • - Crisis and stakeholder management
  • - Report generation & presentation
  • - Team mentorship & collaboration
  • - High adaptability and work ethic

Key Projects Highlights

Cost Optimization Project (Cognizant, 2023): Streamlined asset utilization across multiple ITSM functions for substantial cost savings., - Data Center Migration (Cognizant, 2023): Delivered high-risk, time-sensitive migration project with zero post-cutover issues., - SLA Recovery Initiative (HCL, 2020): Revived SLA compliance for data center ops through hands-on leadership.

Timeline

IT SMO Manager / DC Operations Manager

Cognizant Technology Solutions
07.2021 - Current

IT Change Manager

HCL Technologies
02.2020 - 06.2020

Project Mgmt. Office | IT Change & Incident Manager

Wipro Technologies
02.2013 - 01.2020

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RAHUL KRISHNAN S