Raja Krishnamoorthy
Zamin Pallavaram
Summary
Agile Product Transformation leader with almost 2 decades of experience (19+ years) of total work experience in Strategy, Operating model, Organization structure, Governance, Agile, DevSecTestOps, Service Management, Application and Infrastructure operations.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work History
Director – Change Enablement
London Stock Exchange Group
01.2022 - Current
- Implementation of Modern ways of working (MWoW), hybrid operating model of combining best practices such as Lean, Agile, ITSM, ITBM can co-exist
- Design of Target operating model and organization structure implementing Agile working practices
- Migration of Source code, CI/CD implementation and automated testing to move towards Autonomous delivery pipeline
- Agile coaching across all personas
- Implementation of Value stream flow metrics for continual improvements
Manager Consulting
Cognizant Technology Solutions
10.2018 - 01.2022
- Design Operating and Governance Model
- Business process decomposition
- IT Service Modelling
- Service reporting and Cadence
- Continual Service improvement roadmap
- Project Management
- Service Integration and Management
- Business Service modeling
- Content Acquisition/ Product catalog management
Senior Consultant
Cognizant Technology Solutions
02.2015 - 10.2018
- Design and Implementation of ITIL processes
- Setting up Service Management Organization (SMO)
- Optimizing IT operating model for Managed Services
- Application Portfolio Rationalization
- Enterprise IT Simplification
- Automation and Digital Assessment and Implementation
- ITIL Process Maturity Assessment
- Engagement Maturity Assessment
- Application Management Office Lead in standardizing Application Manager activities
Delivery Operations Manager
IBM India Pvt. Ltd.
03.2014 - 02.2015
- Lead a team of 20 members for Service Management (Incident, Service request, Problem, Change, Asset and Configuration Management)
- Understanding of team and people management
- Understanding of controls & audit readiness
- Understanding on ITIL principles
- Strong Incident management and Problem management skills
- Continually identify ways to reduce defects, cost of delivery of services and improve service quality
- Data center management and data center support experience
- Strong communication skills, both oral and written as well as ability to present to the senior leadership team
India SME – Service Management Competency
IBM India Pvt. Ltd.
04.2013 - 03.2014
- Lead Transition and Transformation projects across Delivery center India
- To bring innovation and Automation in SM competency
- Perform GAP Analysis in SM Processes, prepare G2G plan to transform Red/Amber focused accounts
Major Incident Manager / SME
IBM India Pvt. Ltd.
11.2012 - 03.2013
- Owning the Global Incident & Major Incident management process for Henkel account
- Ensuring quick service restoration following an Incident and ensuring customer satisfaction
- Ensuring delivery & availability of quality service as per assigned service levels
- Ensuring reduced service disruption for the business users
- Handling end-to-end management of global high severity & major incidents from initiation till resolution
- Active participant in the escalation process and allocating requisite Service Manager for resolution
- Escalating global high severity incidents to the Customer Incident Managers
- Monitoring daily operational calls with the support teams and senior management
- Handling process governance call with customer
- Chairing team meetings with the internal process team and support teams
- Imparting process training to the support team members periodically
- Steering ticket backlog calls with Team Leads and Managers
- Guiding the Incident Managers in auditing tickets with set parameters and updating senior management
- Generating & submitting Incident management reports to the senior management
Track Lead – Incident & Change Management
HCL Technologies
03.2012 - 11.2012
- Owning the Global Incident and Change management process for AstraZeneca account (US, EMEA, APAC)
- Ensuring quick service restoration following an Incident and ensuring customer satisfaction
- Ensuring delivery & availability of quality service as per assigned service levels
- Ensuring reduced service disruption for the business users
- Handling end-to-end management of global high severity & major incidents from initiation till resolution
- Active participant in the escalation process and allocating requisite Service Manager for resolution
- Escalating global high severity incidents to the Customer Incident Managers
- Monitoring daily operational calls with the support teams and senior management
- Handling process governance call with customer & other supplier as a Lead Incident & Change Manager
- Chairing team meetings with the internal process team and support teams
- Imparting process training to the support team members periodically
- Steering ticket backlog calls with Track Leads and Track Managers
- Guiding the Incident Managers in auditing tickets with set parameters and updating senior management
- Generating & submitting Incident and Change management reports to the senior management
System Administrator – Datacenter Management
HCL Great Britain Ltd.
11.2009 - 11.2011
- Supported supporting Desktop, Laptops and Handheld devices like Blackberry, iPhone and iPad for the end users and providing 2nd/3rd line support to the legal software
- Coordinated with the First Level Support Technicians for timely & efficient resolution of faults within the assigned Service Level Agreements (SLAs)
- Responsible for updating and closing calls in Remedy
- Deployed new Desktops, conducting floor visits and supporting users in the new environment
- Handled IMAC (Installation, Move, Add, and Change) process in the Datacenter
- Managed hardware requirements for the end users
Specialist
HCL Comnet Pvt. Ltd.
05.2007 - 11.2009
- Handled first level troubleshooting of users’ call
- Installed all Tier 1, 2 and 3 applications
- Asset Management
- Referred service call to the appropriate Resolution Owner Support Group
- Created knowledge base for known issues and resolution
- Communicated with the business users in critical events and coordinated with technical team
Senior Technical Support Executive
Sutherland Global Services
09.2005 - 05.2007
- Provided Level 2 Technical support for remote customers
- Involved in troubleshooting HP Desktop and Laptop related issues of the users
- Handled end user calls and delivered second level support to the First Level Technicians
- Maintained documentation of the troubleshooting issues for further call analysis
- Handled escalated issues from the Level 1 support
- Ensured compliance with all processes & procedures established of the company and help desk program
Education
MBA - General Management
Great Lakes Institute of Management
Chennai, India 06.2014 - 05.2016
Skills
AGILE PRODUCT TRANSFORMATIONAPPLICATION DEVELOPMENT & SUPPORT IT OPERATIONS IT INFRASTRUCTURE SUPPORT SERVICE MANAGEMENT CONSULTING
undefinedTimeline
Director – Change Enablement
London Stock Exchange Group
01.2022 - Current
Manager Consulting
Cognizant Technology Solutions
10.2018 - 01.2022
Senior Consultant
Cognizant Technology Solutions
02.2015 - 10.2018
MBA - General Management
Great Lakes Institute of Management
06.2014 - 05.2016
Delivery Operations Manager
IBM India Pvt. Ltd.
03.2014 - 02.2015
India SME – Service Management Competency
IBM India Pvt. Ltd.
04.2013 - 03.2014
Major Incident Manager / SME
IBM India Pvt. Ltd.
11.2012 - 03.2013
Track Lead – Incident & Change Management
HCL Technologies
03.2012 - 11.2012
System Administrator – Datacenter Management
HCL Great Britain Ltd.
11.2009 - 11.2011
Specialist
HCL Comnet Pvt. Ltd.
05.2007 - 11.2009
Senior Technical Support Executive
Sutherland Global Services
09.2005 - 05.2007
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