Summary
Overview
Work history
Education
Skills
Timeline
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Rajat Rao

Rajat Rao

Summary

Rajat Rao (Raj) is an experienced IT professional with 20 years of experience in IT service management, service delivery, banking sales, customer services, field sales, IBM hardware and software technology, and international business. In the last 10 years, his focus has been on providing leadership across server environments, Windows/VMware, database, Netcool, Unix, storage, network & telecom, IBM MSS security firewalls, SQL, cluster, Unix/Linux, middleware, backup and recovery, and storage solutions.

Rajat has expertise in account management, distributed management, patching as a service, Ansible automation, IT service management, journey to cloud, ITIL, customer services, client relationship, sales, and advising on IBM Power Systems.


Currently, Rajat works as a Delivery Partner Executive in the financial/banking sector for Kyndryl in India. He manages client needs, leads the entire account delivery as per contracts and SLAs, manages cost and GP, manages the compliance posture , quality of services, and SLA. He also focuses on driving adoption of Agile and automation to improve quality of services and productivity.

Overview

21
21
years of professional experience

Work history

Delivery Partner Executive

Kyndryl
01.2022 - Current
  • The role of the DPE is critical to the success of Kyndryl and is the cornerstone of Service Delivery Excellence
  • As clients demand more from their partners, the business must evolve to stay ahead of the change that affects success
  • This role is responsible for managing client needs, leading the entire delivery organization for delivering as per contracts and SLA .DPE act as an Kyndryl single point contact for clients during the contractual period for deliverables
  • Responsible to manage the cost and GP
  • Manage the compliance posture and MSAC
  • Quality of services and SLA
  • Growth mind set and drive adoption of Agile, automation to improve quality of services and productivity
  • Works with the CPE and delivery organization as a primary point of contact for client needs, requirements, and expectations with regard to assigned Kyndryl delivery team operations
  • He/she provides account leadership to the service delivery team to develop program,schedules, and business strategies, implementing resulting actions to meet contract deliverables
  • Manages cost, schedule, and service deliverables as they relate to the delivery organization
  • Supporting the CPE in identifying growth opportunities and contract profitability, owns service delivery quality, and is responsible for tracking and reporting service level attainment/objectives (SLAs/SLOs)
  • Project Management methodologies, emerging cloud technologies and technical solutions pertaining to client needs should be areas of expertise
  • Strong Governance skills for regular client operational meetings, Ability to delegate, yet be in control, sensitivity towards
  • Client Availability Leader - Major Incident Management, IPC IT Service Management

Server Support Specialist - Duty Manager

IBM
09.2007 - Current
  • Provide specialized support for Power4, Power5, Power7, Power7+, AIX (5L v 5.3, 6.1, 7.1) and LPAR
  • Update System Firmware & Microcode for Fiber Cards, Hard Drives, Ethernet Adapters, Tape Drives
  • Download Specified fixes i.e
  • APAR & apply/commit the patches, package verification
  • Provide on call support for IBM SSR (Onsite tech.) while working on hardware issues on power servers (AIX)
  • Network Installation Manager (NIM)
  • Support HMC, RAN and storage enclosure (5802, 5877) related issues
  • Management of Disks, LVM, File Systems & paging space using SMIT
  • Advance administration in AIX of logical volume manager
  • Analyze system performance issues
  • Hot plug task management using DIAG menu
  • Working with SSA and SCSI drive issues
  • Installation and configuration of SCSI and SSA RAID Arrays
  • Working with LVM, managing volume groups, migration of PVs
  • Generating & analyzing SNAP files
  • Managing Advanced System Management Interface (ASMI)
  • User Administration - Creating users groups and Limits
  • File system - Creating File system, Increase/decrease FS
  • AIX error report analysis for problem determination
  • Monitoring booting process, handling important logs
  • System monitoring - Using vmstat, iostat, netstat, topas, sar
  • Scheduling Backups - Task Schedulers (Crontab) for backups, monitoring, file creation etc
  • Regular system backup using mksysb and volume group backups using savevg, backup in file system and files
  • Adding and configuring various devices to the System
  • Perform installs, moves, add and change (IMAC) activities, as well as data backup and restore
  • Resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and obtain a high client satisfaction rating
  • Understand the local and regional infrastructure and key contacts in the other competencies, i.e
  • Network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem
  • Interfacing with other groups within the organization
  • Additional responsibilities:
  • SLA attainment, quality of services & client reference ability
  • Required trainings project and skills based
  • Green compliance status
  • Process standardization, Tools standardization
  • Best practices & six sigma projects implementation
  • Project and Program Management
  • Responsible to look after the customer concerns with IBM products or services
  • Responsible to manage the overall clients satisfaction with IBM

Director

IBM
02.2016 - 12.2021
  • To drive critical outages for both IBM and customer owned
  • Communication focal Act as a point between the Sr
  • Executives/Client CIO and Service Delivery for information exchange, service inquiry, and service coordination
  • Acting as a single point of contact for the Client during Service Delivery operational issues
  • Managing operational Client escalations and working with the Delivery Executives & Client Partner Executives as appropriate
  • Act as the Client's advocate into Service Delivery
  • Understanding the Client's requirements, business opportunities, and delivery impacts
  • Understanding the Client's support team structure, contacts, and processes
  • Establishing a relationship with the Client, and a communication process (meetings, etc)
  • Representing Service Delivery at Client owned meetings, as requested
  • Assisting the DPE with account management
  • Delivering/updating/ maintaining current DOU/SLA/SLO documentation in support of the DPE
  • Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration Provide integrated management and coordination of Incident Management, Problem
  • Management, Change Management, and Availability Management processes
  • Assuring that services and components are designed and delivered to meet their availability targets
  • Deep technical skillset and knowledge of customer environment
  • Bridge gaps between delivery teams and drive rapid recovery during incidents provide a holistic view of the customer's environment and make recommendations to improve overall service
  • Do this through the following actions (but not limited to):
  • Manage delivery for IBM Managed Security Services on Firewall changes and Problem determination
  • Promote monitoring systems to enable speedy detection and remediation of potential and actual IT failures
  • Influence the design of services and components to align with business needs
  • Initiate infrastructure changes to promote better system availability
  • Use information about problems and incidents to analyze availability challenges and eliminate chronic issues
  • Use specific information from driving major incidents to drive technical teams to stronger RCAs and corrective actions which will reduce the frequency of repeated incidents
  • Ensure major changes undergo rigorous review before implementation to help prevent incidents
  • Continually improve upon the Recovery Model for resolution of Major Incidents to restore service quickly
  • Establishes and fosters a relationship with the client, builds a management with the client and owns and drives IBM deliverables for that client
  • Establish Standards, Processes, Organizations
  • Drive/Manage service quality and improvement of service delivery processes
  • Prepare Daily/Weekly/Monthly Operational or other Delivery Related Reports Manage Own Third Party Vendor integration, including managing sub contracts
  • Inspect and monitor resources to maintain Client expectations for quality service delivery
  • Check Daily Incident Trend, Backlogs and Incident or Service Request SLA Misses
  • Ensure that Contract SLA.'s/SLO's are met or exceeded

Infrastructure Availability Manager

IBM, GTS - TSS, IBM
02.2014 - 11.2016

Delivery Leader

01.2014 - 01.2016
  • Managing end to end client satisfaction, directing leadership to teams across geographies to manage delivery operations, managing the delivery goals, controls & compliance, SLA, Transformation goals
  • Key skills
  • Account Management, Distributed Management, Patching As a Service, Ansible Automation, IT Service management, Service Delivery, Journey to Cloud, ITIL, Customer services, Client relationship, sales,Advise HW IBM Power Systems, Advise on Power Systems, Analyze Microcode for Power Systems, Apply Coaching Techniques in Learning Environment, Apply Customer Satisfaction Skills, Apply Knowledge of HMC, Apply Microcode Updates for Power Systems, Apply Problem Solving Techniques, Apply System
  • Fixes, Develop Change Leadership Capability, Develop Relationships w/Client I/ T, Develop Solutions for Technical Problems, Lead Individuals & Teams, Maintain IBM System p HMC & LPAR, Manage Client Engagement, Manage Problem Resolution Escalation Process, Manage Project Change, Perform Appropriate Telephone Techniques, Perform Hardware Maintenance, Perform Problem Determination/Prob Source Ident, Perform Problem Management, Perform Project Tracking/Reporting/DeliveryProcess, Perform Remote Technical Support Role, Perform System Services Representative Role, Perform Technical Support Representative Role, Perform Technical Team Leader Role, Perform Technical Team Leader-Problem Management, Plan Physical Installation, Plan Projects, Support HMC, Support HMC AIX, Support IBM Power Systems Clustering System p, Support IBM Power Systems Communications, Support IBM Power Systems Internal Disk, Support IBM Power Systems Internal Tape, Support LPAR/HMC/VIOS on OS/400, Use Documentation Tools, Use Hardware Management Console (HMC)
  • Key courses and training Leanings completed in IBM
  • Kyndryl Way, Being Champion Gold Learner consistent in IBM
  • Key certifications on ITIL, Agile, Cloud, Automation, AIX versus Linux Commands for pSeries ITS Service and Support (SEPLX000), Best Practice and Bid Closure (ML-233717), Bid Management for STS (, Ensuring client needs are satisfied by constructing partnerships between the Project Office, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive customer satisfaction
  • Working with the Project Office and delivery organization as a primary point of contact for client needs requirements and expectations with regard to assigned IBM team operations
  • Providing account leadership to the service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables
  • Managing contractual cost, schedule, and service or product deliverables as they relate to the delivery organization
  • Supporting the Project Executive (PE) in identifying growth opportunities and contract profitability
  • Owning quality for service and is responsible for tracking and reporting on service level performance.

Customer Care Officer

American Express
03.2005 - 03.2007
  • Deliver extraordinary customer care by responding to clients on inquiries, concerns, and requests about products and services
  • Process card applications in a timely and comprehensive manner to ensure customer satisfaction
  • Highlight issues through feedback and recommend changes in workflows, procedures and service levels to meet customer needs and to ensure quality service at all times
  • Document necessary account information and offer custom solutions that benefit the customer
  • Grow and nurture customer relationships on every interaction that results in measurable Customer value
  • Checks on security purposes and verification process to finalize deals.

Bank Customer Service/Sales Specialist

CITIGROUP
05.2003 - 02.2005
  • Deliver personalized service over the phone and in person
  • Identify cross selling opportunities while interacting with customers
  • Handle cash and assist with customer transactions
  • Maintain records of balances and correct errors as and when needed
  • Respond to customer inquiries
  • Assist customers in managing their bank accounts and providing them with information on other financial services
  • In depth knowledge of resolving customer issues and finding the best possible service package for them
  • Proficient in conducting activities to bring aboard new customers and maintain existing ones
  • Taking care of institutional accounts funding like NGO's, School's.

Customer Relationship Officer

Citi Group
05.2003 - 02.2005
  • Deliver personalized service over the phone and in person
  • Identify cross selling opportunities while interacting with customers
  • Provide Mortgage services to corporate sectors
  • Evaluate credit worthiness by processing loan applications and documentation within specified limits
  • Update job knowledge on types of loans and other financial services
  • Assist customers in managing their bank accounts and providing them with information on other financial services
  • Proficient in conducting activities to bring aboard new customers and maintain existing ones
  • Taking care of institutional accounts funding like NGO's, School's.- Deposits

Education

CPWR6AB1 - How to Use the Hardware Management Console Version 7 (00229202), Call Center Customer Service: ID: CUST0113, Enablement Track (ET01) Cloud Foundation, Enterprise Business Process Management Specialist (EBPMS), IBM Quality Basics, IBM POWER7, IBM POWER7 8202-E4B and 8205-E6B and IBM POWER7 8202-E4C and 8205-E6C servers- SPWR7E4B, Innovation for Strategy & Transformation (00557888), Linux Administration(SS20 -

Organizational Change Management (OCM10000), SEM55001 - Servicing the Model 550, 55A, and 720 Hardware(ID: SEM55001), SPWR7SAT - Providing Service for the IBM Smart Analytics Systems 7700 and 7710 (00419262, 1.0), Servicing pSeries with an HMC (M/T 7315) and LPAR (0PQG), Servicing the 520 Hardware (SEM52001), Servicing the Hardware Management Console for POWER5 Systems (1IWD), Six Sigma Yellow Belt (Ref ID-1111192011), The Biotechnology Industry Overvie Version 1 (00483931) SSINDO28, The IBM Banking Centre of Excellence (LTU22458), The Winning Bid: A Practical Guide to Successful Bid Management, WBT:IT Infrastructure library (ITIL) Foundations V3 (WT3066 - undefined

Bachelor degree - Commerce

Delhi University
2006

Skills

  • Profile
  • Overall Experience of 20 years - "Expertise in IT Service management Service Delivery, Banking Sales
  • Technology &
  • Customer Services, Field Sales, IT Professional, IBM Hardware and Software
  • International Business" Last 10 years Key Management Focus, providing leadership across server environments, Windows/VMware, Database, Netcool, Unix, Storage, Network & Telecom, IBM MSS Security Firewalls, SQL, Cluster, Unix/Linux, Middleware, backup and recovery, and storage solutions

Timeline

Delivery Partner Executive

Kyndryl
01.2022 - Current

Director

IBM
02.2016 - 12.2021

Infrastructure Availability Manager

IBM, GTS - TSS, IBM
02.2014 - 11.2016

Delivery Leader

01.2014 - 01.2016

Server Support Specialist - Duty Manager

IBM
09.2007 - Current

Customer Care Officer

American Express
03.2005 - 03.2007

Bank Customer Service/Sales Specialist

CITIGROUP
05.2003 - 02.2005

Customer Relationship Officer

Citi Group
05.2003 - 02.2005

CPWR6AB1 - How to Use the Hardware Management Console Version 7 (00229202), Call Center Customer Service: ID: CUST0113, Enablement Track (ET01) Cloud Foundation, Enterprise Business Process Management Specialist (EBPMS), IBM Quality Basics, IBM POWER7, IBM POWER7 8202-E4B and 8205-E6B and IBM POWER7 8202-E4C and 8205-E6C servers- SPWR7E4B, Innovation for Strategy & Transformation (00557888), Linux Administration(SS20 -

Organizational Change Management (OCM10000), SEM55001 - Servicing the Model 550, 55A, and 720 Hardware(ID: SEM55001), SPWR7SAT - Providing Service for the IBM Smart Analytics Systems 7700 and 7710 (00419262, 1.0), Servicing pSeries with an HMC (M/T 7315) and LPAR (0PQG), Servicing the 520 Hardware (SEM52001), Servicing the Hardware Management Console for POWER5 Systems (1IWD), Six Sigma Yellow Belt (Ref ID-1111192011), The Biotechnology Industry Overvie Version 1 (00483931) SSINDO28, The IBM Banking Centre of Excellence (LTU22458), The Winning Bid: A Practical Guide to Successful Bid Management, WBT:IT Infrastructure library (ITIL) Foundations V3 (WT3066 - undefined

Bachelor degree - Commerce

Delhi University

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