Rahul Ravi
Service Delivery Manager - EY
Kochi
Summary
Experienced Service Delivery Management professional skilled in enhancing service operations and boosting client satisfaction through effective project management strategies. Proven track record of streamlining processes and implementing strategic initiatives to drive results. Dedicated to fostering team collaboration, known for adaptability and reliability in achieving organizational goals.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
4
4
Languages
Work History
Service Delivery Manager
Ernst & Young Global Limited
02.2022 - Current
- Accountable for successful delivery of Service and Support function of one of EY Top Mobility program which support EY’s G 360 clients.
- Escalation single PoC for Business stakeholders, technology management teams and Product teams.
- Accountable to provide transparency in service management & cyber vulnerabilities through service reviews, reports, KPIs and metrics to Leaderships.
- Accountable to provide financial transparency to stakeholders.
- Accountable for achieving overall SLA’s and contractual commitments.
- Accountable for recommendation and implementation of service improvement plans in alignment with technical and business stakeholders.
- Liaison with all Technical and business stakeholders to achieve consistent service quality for Systems & Services.
- Review all change records – SDM approval needed for all deployments.
- Assist Problem Management in timely RCA completion for the project.
Client Success Manager
Ernst & Young Global Limited
02.2020 - 01.2022
- Trusted advisors for clients.
- Partner with clients to develop and execute a success plan.
- Conduct periodic performance review with clients.
- Work with cross functional teams (Internal /External) to ensure timely resolution of customer escalations & complex technical issues.
- Single point of contact for any client escalations.
- Service Account Manager for a SaaS product (MSNAV/Business Central).
- IT Management - Provides technical management of an IT operation, ensuring that agreed service levels are met, and all relevant procedures are adhered to.
- Schedules and supervises all maintenance and installation work.
- Ensures that operational problems are identified and resolved.
- Provides appropriate status and other reports to specialists, users and managers.
- Ensures that operational procedures and working practices are fit for purpose and current.
Associate Manager - GTI
Sutherland Global Services Private Ltd.
11.2015 - 02.2020
- In-Charge of IT for Sutherland Cochin site which has 1500 seats.
- First point of contact for clients/SD IT requirement, Driving IT team to focus and get CSAT on IT delivery.
- In charge of managing the operations. This includes task distribution and monitoring of staff utilization.
- Handles Incident and Problem Management, ensuring Incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the Incident and Root Cause Analysis.
- Interacts with internal clients to help resolve IT-related issues and provides answers in a timely manner.
- This includes Relationship Management, Communications, Meetings, and floor walks.
- Working with them and prioritizing helpdesk ticket response and face to face follow-up with internal customers to drive Service Level Agreements.
- Ensure that all systems requirement is met for Ramp Plans/new Program or Business Migrations.
- Works hand in hand with the SMEs for the required works that needs to be done on-site in accordance with the Scope of Work, client and program requests.
- This includes deployment, transfers, etc. of equipment and the required infrastructure (Telephony, IP Network Equipment, Servers, etc.).
- Participates in emergency maintenance or Business Continuity/Disaster recovery as needed in the event of critical outages to ensure productivity impact is minimized.
- Participates in Asset management. Ensure Assets are maintained as per SOPs defined.
- Ensure compliance to ITIL and Information Security Policies.
- Member of CAB (Change Advisory Board) for the site.
- Strictly drive the team to adhere to the set procedures and follow the guidelines.
- Ensure strict compliance on agreed SLA for issue resolution.
- Conduct regular one-to-ones to ensure honest and timely feedback on performance of team members on an ongoing basis.
- Data Centre Management.
Lead
Sutherland Global Services Private Ltd.
11.2012 - 11.2015
- Responsible for the Service operation and targets in terms of Service Levels.
- Manage a team of 27 FTE’s.
- Responsible for Scheduling, Performance management of the program.
- In charge of the Capacity management in terms of Human resources and Hardware.
- Managing daily calls reports, agent utilization, pending, aging and call closure report.
- Part of projects team which implements new innovative solutions to bring in an atmosphere of Continual Service improvement.
- Implement solutions to reduce offered calls and there by create opportunities for more High-end work delegation from level 3 Support team.
- Participate in Business Continuity Plans/ Disaster Recovery (BCP/DR) calls as well as Service desk BCP/DR to provide high uptime.
- Make sure that the day-to-day operations are compliant with regards to Information Security.
- Roll out, implement process updates and in cases analyze them.
- Assisting analysts/SMEs to perform troubleshooting.
- Understand people problems and to take corrective measures so that the team moves ahead in the desired direction.
- Monthly R&R (rewards and Recognition) for the team members based on their performance.
- Initiating Team building measures.
- Goal Setting, Goal Review and Appraisal for the team.
- Developing KB Articles improve the knowledge of FTE's.
Sr. IT Specialist
Sutherland Global Services Private Ltd.
07.2010 - 11.2012
- Active directory user account management, Account Operator privileges in the Sutherland Domain.
- File and print server rights management.
- Hands on experience with Exchange System manager and Office communicator troubleshooting.
- Exchange 2003-2010 User account migration.
- Bulk user account modifications in active directory using Ad infinitum.
- Incident Management for P1 and P2 incidents to reduce the IT downtime and average lifetime of incidents by coordinating among service providers.
- Act as an escalation lead as well as SME for the IT Specialists on Floor, Assisting the analysts in resolving the ticket within the SLA.
- First level assistance for Cisco WebEx Conference bridges.
IT Specialist
Sutherland Global Services
10.2009 - 07.2010
- First and Single point of contact for all service requests, incidents and change requests submitted through the Service Desk.
- Password reset and account unlock rights on all domain user accounts.
- Coordinating with different Service providers to ensure the least downtime for enterprise systems.
- First level support for different in house applications.
- Coordinating with Client IT Teams for internal user issues as well as application issues.
Consultant
Sutherland Global Services
01.2009 - 10.2009
- Handle escalation calls from customers and from clients on different issues.
- Mentor a team of 20 agents to achieve the target as a team on daily, weekly and monthly basis.
- CSAT management for the entire program.
- Responsible for conducting training for the new hires and also refreshers for the others.
- Preparing daily, weekly and monthly reports to make sure the accuracy of entries.
- Responsible for participating in weekly meetings and resolve pending issues.
Education
B. Tech - Electronics and Communication
Pondicherry University
Pondicherry 07.2003 - 07.2007
Higher Secondary Certificate -
Marthoma Public School
Kochi, Kerala 01.2002 - 03.2003
Skills
Proficient in ITIL practices
Interests
Reading
Sports
Travelling
Movies
Tool Knowledge
- Active Directory Services 2003
- MS Outlook, MS Office 2007, 2010, 2013, O365
- Remote Assistance tools
- Altiris (Helpdesk ticketing, Asset management system)
- Cisco WebEx User Administration Console
- SCCM (Tool for patch management, OS deployment etc.)
- McAfee ePo Console
- PowerBI Reporting
Accomplishments
- Established an end-to-end support process for one of the top 10 applications in EY's Tax service line, ensuring streamlined operations and enhanced service delivery.
- Spearheaded automation initiatives,including report automation, which lead to a reduction of 1,152 tickets annually, resulting in yearly cost savings of $172,800 and a 50% decrease in turnaround time for user access provisioning.
- Led "Shift Left" initiatives resulting in the identification and transition of 32 issues/knowledge base articles from L2/L3 to L1 support. This enabled L1 to resolve 7% of overall tickets, reducing 713 tickets per year and delivering annual savings of $106,950,while improving SLA compliance and reducing MTTR.
- Consistently exceeded project KPIs through the implementation of continual service improvements and process enhancements.
Certification
ITIL V4 Foundation
Awards and Recognition
- Exceptional Client Service Award - April 2024
- Exceptional Client Service Award - June 2024
- Recipient of multiple EY GDS user recognition awards for consistent high performance and service excellence.
Timeline
ITIL V4 Foundation
12-2022
EY Bronze Badge in Microsoft Dynamics 365
12-2022
Service Delivery Manager
Ernst & Young Global Limited
02.2022 - Current
EY Bronze Badge in Design Thinking
12-2020
Certified ScrumMaster
10-2020
Client Success Manager
Ernst & Young Global Limited
02.2020 - 01.2022
Associate Manager - GTI
Sutherland Global Services Private Ltd.
11.2015 - 02.2020
ITIL V3 Foundation
06-2015
Lead
Sutherland Global Services Private Ltd.
11.2012 - 11.2015
Microsoft Certified Solutions Associate(ID 10185425)
07-2011
Sr. IT Specialist
Sutherland Global Services Private Ltd.
07.2010 - 11.2012
IT Specialist
Sutherland Global Services
10.2009 - 07.2010
Consultant
Sutherland Global Services
01.2009 - 10.2009
B. Tech - Electronics and Communication
Pondicherry University
07.2003 - 07.2007
Higher Secondary Certificate -
Marthoma Public School
01.2002 - 03.2003
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