RAJASEKARAN SUBRAMANIAM

Delivery Leadership:

• Lead and oversee the implementation of Summit AI projects, including deployments, migrations & upgrades
• Collaborated with senior stakeholders to build a pipeline of initiatives aligning with organizational goals. Managed a portfolio of multiple concurrent initiatives spanning different business capabilities, providing program expertise and leadership

Team Leadership and Governance:

• Managed a large team of Product Engineering , Project Managers, Solution Architects, and Product Engineers .
• Overseeing design, software engineering, and marketing projects. Provided leadership and governance for end-to-end delivery processes, ensuring high-quality delivery exceeding customer expectations.

Technology Evaluation:

• Evaluate new technologies (Service Automation )and provide recommendations on their suitability and potential benefits to the organization.

Project Tracking and Risk Management:

• Tracked tasks and timelines, identifying potential risks and challenges. Implemented effective risk mitigation strategies to ensure project success.

Communication and Change Management:

• Maintained clear and consistent communication with project stakeholders, providing regular status updates and addressing concerns promptly.
• Handled project changes and scope adjustments, implementing change management procedures to minimize disruptions

Capacity Planning:

• Understand customer demands on future technology needs and growth projections.
• Provide expertise in capacity planning and recommend infrastructure and application expansions or enhancements to support the organization's evolving requirements.

Documentation and Reporting:

• Create and maintain detailed documentation for Summit AI projects and operations.
• Prepare, review, and present Work Status Reports (WSR), Monthly Status Reports (MSR), and Quarterly Business Reviews (QBRs) to internal external stakeholders

Client Relationship Management:

• Manage client relationships to ensure positive engagement and meet client needs.
• Provide regular updates on Summit AI service delivery and promptly respond to client inquiries and concerns.

Service Delivery Coordination:

• Oversee the delivery of Summit AI services to clients, coordinating the efforts of different teams to ensure timely and efficient service delivery.

Monitoring and Improvement:

• Track and monitor the performance of Summit AI services, identifying areas for improvement and implementing changes as needed and Ensure compliance with service level agreements (SLAs) and maintain the required quality standards.

Budget Management:

• Manage budgets for Summit AI service delivery, ensuring effective allocation of resources and keeping costs within budget.

Team Building and Process Improvement:

• Build and maintain high-performing teams, fostering a positive working environment.
• Continuously evaluate and improve processes to ensure efficient and effective Summit AI service delivery.

Project Management Tools:

• Proficient in using MS Project, Smartsheet, Ace Project, JIRA, SharePoint, and other collaboration tools.

Key Achievements:

• Achieved a Profit/Loss (P/L) of $10M within 7 months in Implementation services.
• Managed and led a span of 35+ (direct or matrixed) resources or led complex engagements of strategic importance.

Accountability for Implementation Projects:

• Accountable and responsible for overseeing Implementation Projects from initiation to closure.

Strategic Project Planning:

• Developed and implemented strategic project plans to meet business objectives.

Efficient Tools Deployment:

• Ensured efficiency and quality of tools deployed to support FMO project initiation to closure, resource management for DXC Customers across AMS & EMEA.

Client Service Transition:

• Led the transition of IT services for a major client, resulting in improved service delivery and increased customer satisfaction.

Cross-Functional Collaboration:

• Collaborated with cross-functional teams to define service requirements and produced service plans, resulting in improved service delivery.

Key Achievements :

• Successfully completed RSCv2 Deployment/Migration for 25 critical projects across AMS location Transition & Transformation, generating $8 million in revenue.

Team Leadership:

• Led the Service Delivery team supporting IT Service desk, EUWS, ITSM, Network Management, MIS analysis, Resource Management, Productivity Measurement, ITAM, QMS, etc.
• Managed a team of 128 resources.

Performance Management:

• Ensured performance goals are met for all in-scope services across all towers.

Revenue Opportunities:

• Identified incremental revenue opportunities.

Customer Satisfaction:

• Captured, analyzed, managed, assessed, and communicated Customer Satisfaction data and patterns, achieving higher customer satisfaction levels.

Operations Management:

• Managed 24*7 operations for the IT helpdesk for the client.
• Acted as a single point of contact for Escalation Management.
• Utilized advanced knowledge of ITIL in a key role, developing a wide range of tools and processes aligned with ITIL principles and guidelines.

Client Engagement:

• Conducted performance review meetings with clients using MIS.

Quality Manager:

• Acted as a Quality Analyst for multiple accounts in HPE.
• Prepared for ISO 20001 audits, reviewed and amended relevant documentation and processes, mentored the team, and carried out test audits.

Human Resources Management:

• Ensured timely appraisals and confirmation of resources.

Key Achievements:

• Applied DMAIC methodology for a new project (Enable Day 1), managing the entire H/W Asset Lifecycle across India, improving the process of Asset allocation from 18 working days to 2 working days.
• Achieved a 97% SLA for 19 months.
• Reduced the ticket volume from 14,000 to 9,800 for the Service Desk.
• Successfully completed ISO 27001 and external/internal Audits for 4 Accounts with zero NCs by implementing the right processes and procedures.
• Ensured all AV & Patches are compliant with 96% in all the CI's.
• Applied the right process to increase the FCR from 40% to 75%

• Successfully deployed the DMS (Document Management System) Application and 2500 Handheld Applications across India.
• Managed the deployment and operations of the Service Desk, ensuring effective support for end-users.
  Ensured adherence to Service Level Agreements (SLAs) by implementing efficient processes and monitoring performance metrics.
• Managed major escalations, overseeing the resolution process to ensure a speedy and satisfactory outcome.
• Took responsibility for preparing comprehensive reports, covering various aspects such as Customer Satisfaction (C-sat), Quality, Productivity, and productive hours.
• Regularly sent reports to concerned departments, providing valuable insights into operational performance.
  

• Responsible for Installing DMS Application for various client
• Adhere SLA met
• SPOC for all technical queries
• Led full project lifecycle efforts, providing leadership from design phase, through quality assurance testing and to final production