Raja Vedhagiri

Highly experienced IT Service Management professional with over 16 years of comprehensive experience in the IT industry. Adapt in ITIL frameworks and technical skills, with a proven track record in leading EUCS (Desktop Support Services & SD), Incident Management, Service Level Management, Problem Management, and Application Support. Skilled in people management, leading large teams, and successfully transitioning new business into projects.

• AWS Solution Architect, Cognex, 01/2019, 07/2019
• ITIL V3 Certified, 2013
• Six Sigma Green Belt Certified, 2016

• Spearheaded a team of 120 members, including Subject Matter Experts and Shift Leads, ensuring top-notch Service Delivery and Team Development.
• Managed the Transition process for onboarding new business, aligning project goals with client expectations.
• Demonstrated expertise in the Implementation, Enhancement, Transformation, and Management of IT Infrastructure.
• Delivered efficient administrative efforts through meticulous planning, analysis, and implementation.
• Oversaw staff functions within the IT Organization, optimizing work allocation and supervising documentation processes.
• Identified and presented additional services to existing customers, enhancing customer satisfaction and retention.
• Addressed and resolved escalations and complaints against EUCS-NSS promptly, collaborating with all stakeholders.
• Provided support to shift leads during Major Incidents and ensured timely closure by following up with support teams.
• Successfully led presentations in the 'ISO 27001: 2013 to ISO 27001: 2022 Transition' and 'ISO 22301 Re-Certification Audit 2024' achieving flawless audits with no observations or findings.

• Responsible for incident /service request management and technology / operations performance of the team members.
• Responsible for incident /service request management along with its approval process and technology / operations performance of the team members.
• Acts as Incident Manager/ Service Request Manager/Critical Situation Manager responsible for process and deployment of Incident Management/ Service Request Management and Critical Situation Management.
• Achieve defined performance levels with respect to customer delivery as per defined SLA/KPI Right skilling and up skilling of the team members
• Ensure creation and consumption of knowledge articles by team members
• Contribution towards proactive problem management Right sizing of the team
• Identification and implementation of technology elements in CII initiatives
• Worked with enabling teams and ensure project comply and get updated as and when required against defined processes and procedures.
• Coordinated with shift leads, L2 analyst and L1 analyst and ensure smooth delivery Prepare PMR & Governance Reports
• Align process and quality artifacts in line with ISO standards, SLO and KPI
• Validation and data upload in QoS Attending Quality audits, Timely closure of observations and NCs

• Administered the floor & shift in order to achieve the service levels as agreed with internal & external vendors Supervised KEDB consumption and contribution within the project.
• Sending mailers to all offices across globe on planned application downtime maintenance with the business approvals
• Developed & maintained cordial relationship with the Business & L2 Team; analysed & forecasted call volume using current and historical data
• Monitored: Volume pattern and escalated if there were spikes in the volume coming into the queue to help move additional resources quickly
• Hold times, ASA & AUX usage on a regular basis and escalate/ notify outliers.
• Collaborated with Service Excellence Team and drove left shift initiatives.
• Ascertained the technical & business Team to implement all the suggested VAS & Kaizen to make the process effective.
• Captured & projected the top issues to the Business, Technical & Leadership Team to act on priority; managed escalation mails & calls for the team.
• Conducted refresher training on the process and highlighted all the recent updates which in turn helps the team members.
• Evaluated the analyst's calls / mails / tickets and provided feedback to make them more efficient Collected all the process improvement ideas on the applications from the
• End- users and team members; shared the same with the Business Analysts, Technical & Leadership Team to implement them.
• Evaluated the before & after trend once the suggested VAS was implemented to know the results of the same.
• Organized various trainings for team members such as Application, Self Confidence, Effective Team Player, Basics in English, E-mail Etiquette and Stress Management
• Managed Sharing Performance/KEDB/Avaya/CSAT/Pending /Stack ranking reports on a periodic basis.
• Arranged regular meetings with Business/Technical/Leadership Team in order to update the current status on the process.

• Assisted the end users through calls/tickets/emails and provided first level resolutions.
• Created, categorized, prioritized & escalated tickets to respective support group.
• Notify Leads about new CTI requirements and on Remedy issues.
• Handled end user's queries related to critical applications.
• Collaborated with L2/Business Team on any clarifications on applications and processed through the leads.
• Shared all the process improvement ideas with respect to the product, operations, EWS & Risks if any during the FMEA connect