Rahul Mani
Bangalore
Summary
Dynamic IT service management professional with a proven track record at HCL Tech, excelling in incident and change management. Expert in ServiceNow and skilled in root cause analysis, I enhance service delivery and stakeholder engagement, achieving significant improvements in resolution times and user satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Specialist
HCL Tech
02.2024 - Current
- Manage ITSM processes, ensuring alignment with ITIL best practices and business objectives.
- Oversee incident, problem, and change management workflows to improve resolution times and minimize service disruptions.
- Implement and monitor SLAs, ensuring compliance with service-level agreements.
- Collaborate with IT teams and business stakeholders to enhance service delivery.
- Utilize ITSM tools like ServiceNow to track and optimize service requests and incident resolution.
- Led and managed weekly Internal Change Advisory Board (ICAB) and External CAB meetings, ensuring strict adherence to outlined guidelines and fostering interdepartmental collaboration.
- Validated change reports by conducting Post-Implementation Reviews, maintaining transparent communication channels, and documenting the process thoroughly to ensure compliance and effectiveness.
Team Lead
Patra Corp
01.2021 - 02.2024
- Conducted root cause analysis (RCA) to prevent recurring IT issues.
- Developed ITSM reports and dashboards for management insights.
- Ensured compliance with IT policies and governance frameworks.
- Ensured efficient IT service delivery by managing and coordinating Incident, Problem, and Change Management, reducing incident resolution time.
- Mentored staff in methodology and consulting excellence, encouraging best practices in project management and project planning, increasing team efficiency.
- Utilized lessons learned from incidents to enhance the knowledge base and support process improvements, improving user satisfaction rates.
Network Operation Engineer (Incident Coordinator)
Accenture
01.2020 - 12.2020
- Provided ultimate ownership and responsibility for end-to-end management activities for all severity incidents, ensuring adherence to SLA standards, and reducing incident resolution.
- Conducted detailed Root Cause Analysis (RCA) to identify incident triggers, improving incident resolution efficiency.
- Collaborated with technical teams and the service desk to monitor alerts and escalate incidents based on priority and severity, enhancing service delivery efficiency and reducing downtime.
Process Associate (Incident manager)
DXC Technology
06.2016 - 10.2019
- Escalated all process issues to the Incident Manager, collaborating with multiple teams to update incident tickets with resolution notes and updates, enhancing incident resolution efficiency.
- Ensured the closure of all resolved and end-user-confirmed incident records, maintaining a high compliance rate.
- Participated in Major Incident Bridge calls, driving the Bridge of P2 incidents and updating management with incident notifications, reducing downtime.
Education
M.sc - Chemistry
Sri Ramakrishna Mission Vidyalaya
Coimbatore01.2014
B.sc - Chemistry
Sri Ramakrishna Mission Vidyalaya
Coimbatore01.2011
Skills
- IT service management
- Incident and problem management
- Change management
- ServiceNow expertise
- Root cause analysis
- Stakeholder engagement
- Six Sigma Green Belt
Certification
- Lean Six Sigma Green Belt, ISEL, ISEL/LSSGB/1152/11032019, 06/01/19
- ITIL v4 Foundation Key Concepts of Service Management, HCLTech, 02/01/24
Timeline
Technical Specialist
HCL Tech
02.2024 - Current
Team Lead
Patra Corp
01.2021 - 02.2024
Network Operation Engineer (Incident Coordinator)
Accenture
01.2020 - 12.2020
Process Associate (Incident manager)
DXC Technology
06.2016 - 10.2019
M.sc - Chemistry
Sri Ramakrishna Mission Vidyalaya
B.sc - Chemistry
Sri Ramakrishna Mission Vidyalaya
Similar Profiles
Abhishek KumarAbhishek Kumar
Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)
Suraj Prasad KhilarSuraj Prasad Khilar
Lead Engineer at HCL Tech ( Citrix Outsourced To HCL )Lead Engineer at HCL Tech ( Citrix Outsourced To HCL )
ALAN SAMUEL DALAN SAMUEL D
Senior Customer Service Representative at HCL TechSenior Customer Service Representative at HCL Tech
Tanya GuptaTanya Gupta
Software Engineer at HCL TechSoftware Engineer at HCL Tech
Simran SSimran S
Travel Consultant at BCD TravelTravel Consultant at BCD Travel