RAJESH MS
Manager II Service Delivery
Madamana House, Ernakulam
Summary
Profile Summary
A seasoned IT professional with a wealth of experience in Service Delivery, Project Management, and Application Production Support Operations. Currently serving as a Manager II IM Service Delivery at Xerox Technology Services India LLP, oversee application portfolio management, encompassing project delivery and production support.
Demonstrated expertise in managing projects from inception to completion, leading diverse teams to success.
Worked with clients from various regions, including APAC, the Middle East, USA, and Canada.
Directed the end-to-end delivery of enhancements and projects using agile methodology and have a proven track record of delivering services to clients within specified SLAs.
Proficient in incident, change, and problem management and have effectively led a geographically dispersed application development, maintenance, and support team.
Oversaw the regional IMS project and support for HCL Kerala, leading a team of over 100 professionals, and have overseen a 24X7 Support operation Team.
Overview
22
22
years of professional experience
10
10
years of post-secondary education
4
4
Certifications
Work History
Manager II IM Service Delivery /Senior Analyst - BRM (Global Application Production Operation)
Xerox Technology Services India LLP
2019.12 - Current
- Ownership of Portfolio of 24 business critical application
- Application maintenance and Production Support
- Managing a geographically distributed team of L1, L2 & L3 Engineers
- Manage development and delivery of enhancement/customization within application
- Collaborate with Application, Oracle Database, and Infrastructure teams to ensure swift restoration of services during critical outages
- Incident, Problem and Change management
- RCA discussion and documentation using Five Why, Fishbone Diagram
- Acted as Single Point of Contact (SPOC) for client escalations, ensuring timely and effective resolution within stipulated Service Level Agreement (SLA)
- Collaborate with Oracle DBA's, Storage, Wintel/Unix team, Application SMEs to enhance application performance and optimize batch jobs
- Manage Disaster Recovery (DR) drills, and oversaw vulnerability assessment, security and compliance for application portfolio
- Preparing and presenting performance dashboards
- Conducting Quarterly Service review meetings with key business stakeholders
- Conducting weekly recurring review meetings with Cross functional technical teams
- Drive Year-end activities
- Oracle License optimization, License Renewals
- Service Transitions between Vendors.
- Technology Upgrade and Migrations - End of Service life, Application modernization
- Delivered a project worth 1.9 M USD as part of technical transformation program
- Delivered Microsoft MFA project for Oracle Siebel Application
- Worked with program team, BRMs, BSAs and Business stake holders to deliver major changes as part of Business transformation Programs.
- Review Effort estimation, Prepare SOW
- Prepare Project Delivery Plan
• Project execution and governance - Fostered positive customer sentiment by ensuring seamless go-live experiences.
Manager-Customer engineering
Zafin Software centre of Excellence Pvt Ltd.
2017.02 - 2019.11
- Ownership of Project Delivery and Production Support of globally distributed banking projects in Asia Pacific, MEA & US
- As seasoned Project Manager, adept at creating and maintaining project plans, managing risk, reporting status updates, and overseeing resource performance to ensure successful project execution
- Successfully spearheaded $0.75 million project for CIMB Bank Indonesia, utilizing agile methodology in onsite-offshore model over the course of one year
- Responsible for Production Support program of 7 banking projects distributed across Asia Pacific, MEA, and United States
- Managed a team of 20 FTE [Level 1, Level 2, Level 3]
- Involved in the development of new features and customization of existing implementations as per client requirements
- Workaround, RCA & Bug fixes
- Logical problem solving, giving guidelines and proper training to Team members
- SLA management
- Incident, Problem and Change management
- Service improvement programs
- Governance call with Client
- Responsible for release management of production fixes, SIT/UAT Support
- Client management
- Stakeholder management
- Handling a team of 20 members (L1, L2 & L3 Engineers).
Manager - Big data Solution Support
Flytxt Mobile Solutions pvt ltd.
2014.11 - 2017.01
- Managed the 24x7 Global NOC of 21 Engineers [L1, L2 & L3]
- Responsible for application maintenance and production Support of projects in APAC & MEA
- Drive MIM bridge call, Collaborate with Application, DBA, Infra team to restore the service as quickly as possible during Severity 1 and 2 Incidents (P1 & P2)
- Document the workaround and updated in KEDB to ensure it can be referenced quickly in case of a service failure
- Develop customization/enhancements in existing implementation and deliver as per the project schedule
- RCA & Permanent fix within specified SLA's
- Conducted comprehensive reviews of incident trends and proposed proactive measures for service improvements, resulting in a consistent month-on-month reduction in incident numbers
- Responsible for incident and problem management
- Worked as a SPOC for multiple globally distributed project teams
- Stakeholder & Client management
- Proactively coordinated training and documentation for upskilling the resources and for opening career path inside the organization.
Support Delivery Manager-Kerala
HCL Services Ltd.
2003.01 - 2014.10
- Handled IT Infra Support & Delivery operation for HCL Kerala region
- Managed Infrastructure and FM support projects for major clients
- Managed service delivery of clients in BFSI, PSU, and corporate sectors
- Custodian of SLA management
- Responsible for IT Support Operations of entire region
- Responsible for Incident Management team
- Responsible for Infrastructure and Production support management - L1, L2 & L3 Levels
- Worked as Third level Escalation point for critical clients
- Handled Service Desk
- Transformed Service Delivery into ITIL Framework
- Managed Centralized Service Desk, responsible for incident management and RIM Support
- Managed more than 600 incidents per day by implementing SAP CRM tool
- Managed Field Service team comprising of more than 100 engineers at 14 locations
- Responsible for incident, Problem, Asset & Service desk management
- Preparing Service Governance dashboards
- Productivity monitoring
- Investigated technical issues (RCA - Root Cause Analysis) and documented in KEDB
- CMDB Updates.
- Managed resources effectively to avoid unnecessary delivery delays
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies
- Engaged customers to discuss business needs and explore opportunities to increase sales
- Enhanced team performance by providing regular feedback, coaching, and training opportunities
- Mentored junior team members to develop their skills and advance within organization
- Reduced customer complaints by implementing proactive communication strategies with clients
- Acted as liaison between delivery team and upper management, effectively communicating concerns and suggestions for improvements
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction
Education
MBA - Data Analytics and Business Intelligence -
Mysore University
Mysore 2023.01 - Current
BBA -
ICFAI University
Tripura 2016.06 - 2019.07
Three-year Diploma in Electronics and Communication Engineering -
Department of Technical Education
Kerala 1999.06 - 2002.06
XII -
Board of Higher Secondary Exams
Kerala 1997.06 - 1999.04
X -
Board of Public Exams
Kerala 1996.06 - 1997.04
Skills
Service Delivery Management
Project Management
Incident/Problem/Change Management
Compliance and Security
Service Now
IT Service Management
Service Transition
Key Accounts & Clients Management
Application Production Support
Agile Framework
Jira
Scrum Master
Certification
Certified Scrum Master
Professional Snapshot
An IT professional having extensive experience in Service delivery, Project Management & Application Production Support Operations. Currently Serving Xerox Technology Services India LLP as a Manager II IM Service Delivery, overseeing application portfolio management that includes project delivery, and production support. Demonstrated expertise in managing projects from inception to completion and leading diverse teams to success. Successfully managed clients from various regions that includes APAC, the Middle East, USA, and Canada. Directed the end-to-end delivery of enhancements and projects using agile methodology. Proven ability to deliver services to clients within specified SLAs. Proficient in incident, change, and problem management. Effectively directed a geographically dispersed application development, maintenance, and support team. Handled a regional IMS project and support for HCL Kerala, leading a team of over 100 professionals. Managed 24X7 Support operation Team
Personal Information
Date of Birth: 04/12/82
Languages
English
Hindi
Malayalam
Timeline
MBA - Data Analytics and Business Intelligence -
Mysore University
2023.01 - Current
Manager II IM Service Delivery /Senior Analyst - BRM (Global Application Production Operation)
Xerox Technology Services India LLP
2019.12 - Current
Manager-Customer engineering
Zafin Software centre of Excellence Pvt Ltd.
2017.02 - 2019.11
BBA -
ICFAI University
2016.06 - 2019.07
Manager - Big data Solution Support
Flytxt Mobile Solutions pvt ltd.
2014.11 - 2017.01
Support Delivery Manager-Kerala
HCL Services Ltd.
2003.01 - 2014.10
Three-year Diploma in Electronics and Communication Engineering -
Department of Technical Education
1999.06 - 2002.06
XII -
Board of Higher Secondary Exams
1997.06 - 1999.04
X -
Board of Public Exams
1996.06 - 1997.04
Certified Scrum Master
ITIL Intermediate Service Operation
ITIL V3
Oracle OCI Foundation
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