Rajat Rao

• Develops, implements, and delivers business and technical solutions to achieve customer goals
• Lead the account mgmt. activities day-to-day, responsible to ensure our ongoing delivery, management of the day-to-day financials and optimizing profit through cost optimization and delivery services and products through new ways. Stacking – defining what the Delivery Partner does for profit vs the Customer Partner.
• Act as primary service delivery point of contact for integrated infrastructure services that meets customer needs, requirements and expectations.
• Build a track record of referenceable customer success stories that achieve high levels of business value and customer satisfaction.
• Work collaboratively with customers to improve delivery performance and bring innovations to the account.
• Responsible for accelerating transformation to a modern, automated, and customer-centric delivery model and fully implement Advanced Delivery.
• Manage the overall P&L, cost, schedule, deliverables, and quality to deliver solutions to customers per the contract
• Build a network of personal customer executive relationships (business leaders + IT leaders) on customer accounts served
• Identify opportunities for growth and expansion through being a recognized trusted advisor. Lead the entire delivery team to actively identify and drive opportunities to grow scope.
• Support account leadership and other partners, in identifying and pursuing commercial opportunities to drive profitable growth. With focus on base growth and RFS maximization to free up Customer Partners
• Own service delivery quality, including transformation, automation, and quality; track and reports on service level attainment/objectives (SLAs/SLOs)
• Establish and maintain account governance and have strong program management skills to lead delivery on time and on budget
• Ensure account compliance and lead accounts with integrity.
• Team effectively across the Kyndryl organization to bring together high performing cross functional teams to deliver services for customers
• Invest in the development of the people on the account and across Kyndryl to develop the next generation of talent
• Support Kyndryl in achieving its Diversity, Equity and Inclusion goals
• Act as a steward of the Kyndryl culture

• 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

• 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.

Regular Responsibilities:

• Provide specialized support for Power4, Power5, Power7, Power7+, AIX (5L v 5.3, 6.1, 7.1) and LPAR. • Download Specified fixes i.e. APAR & apply/commit the patches, package verification. • Update System Firmware & Microcode for Fiber Cards, Hard Drives, Ethernet Adapters, Tape Drives. • 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

• Provide specialized support for all IBM software to clients

• Handling P1 Escalations with Duty Managers to get quick resolution

• Managing Entitlement support on all products supported by IBM

• Taking care of technical issues related to fixed-line services, broadband, and TV products

• Providing support on bill issues, Escalations, customer concerns on Product & Services.

• 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.

• 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