Rajesh Singh Rathore

Role: Service Delivery Manager and Project Manager

Key responsibilities and expertise:

• Delivery management
• Customer and stakeholder management.
• Project Management
• Project Finance and Cost management
• Account and project quality management.
• Vendor management

· Delivery Management:

· Working as service delivery manager and project manager for one of large managed service One Run program for one of Big US based First Citizen Bank as our customer.

· Handling team of 36 team members across India, Us and Canada locations. Also was project Lead for Mexico location during my tenure at TCS.

· Team based out of India is spread across multiple locations, Pune, Bangalore, Hyderabad, Chennai, Noida, Kolkata, Mumbai

· Responsible for Enterprise Data platform division’s client deliveries for 30 production applications as part of managed services.

· Also responsible to make sure 100% uptime and successful processing for all 30 applications for ED division.

· Responsible for 100% SLA adherence and shift coverage for all 30 applications and 36 team members respectively.

· Handling and responsible for Development staff augmentation projects deliveries under MSBI- SSRS-SSIS, Salesforce, PowerBi technologies.

· Handling client proposals, Negotiations, SOWs and end to end project management for all managed services and staff Aug projects.

· ITIL Lead for managed services project and responsible for incidents management, Service Request Management and change management.

· Introduced and implemented problem management in the account and delivered 20%+ ticket reduction YoY.

· Introduced culture of automation and value addition into account which delivered $70K of dollar saving to customer till now which we have converted into tangible benefits directly.

· Handled support team transition from 16X 5 to 24 X 7 with all phases of KT, Shadow, Reverse Shadow, Steady state within 1.5 months for 30 production applications successfully.

· Data center migration during Banks acquisitions and merger projects have been managed and delivered on time.

· Have all Playbook, SOPs and SDPs created and managed for customer and keep them updated on timely manner.

· Created and implemented multiple optimization processes which directly improve work quality and team efficiency like, Milestone reporting, shift handover, Weekly cadence between L2 and L3, creating playbooks for entire Data division, Knowledge management.

· Planned and implemented knowledge marathon for cross skilling and upskilling of team members for entire data platform division which equipped team members with cross functional and technical knowledge to support all 30 applications in 24 X 7 model.

· Being part of development of One Run portal for customer which is one place stop for all project reporting need of client and LTIMindtree for these projects.

· One run portal equipped with matrix for all incident, SR count, Change and Jira details, Staff aug weekly status and monthly status, development and SDLC tracking, Milestone reports.

Customer and stakeholder management:

· Client and stakeholder management is key responsibilities of my role.

· Presenting PoCs and gathering new requirements from clients and raising and delivering all resources requirements as per client’s requirement.

· Billing rate negotiations and finalization as per client need and skills they need for success of project.

· Responsible for any SOW creation, Amendment/Extension along with calculation sheet.

· Working with internal and client’s PMO team to get all SOW’s signed and extended on time.

· Internal and client onboarding and offboarding on time.

· Monthly, Weekly and Daily client status reporting and internal leadership reporting.

· Escalation point of contact for any BAU breach and responsible for all remediation plan and customer satisfaction for One Run managed services and Staff Aug projects.

· Responsible for clients Weekly WSR and Monthly MSR meetings and regular connects from management perspective and handling client escalation is big part of my roles and responsibilities.

· Initiating client satisfaction survey and get CSS rating always high and come up with permanent remediation plan for any points raised during CSS.

· Handling client visit and presenting quarterly business report to client with all value adds and achievement of account.

· Well experienced with both Waterfall and Agile methodologies.

Project Management:

· End to end Project execution and governance as per LTIMindtree policies and in systems.

· Running Weekly PMR and reporting PMR finding and remediations into internal systems.

· Project level risk identification and remediation with timeline.

· Yearly appraisal for all team members from SDM Associate director level.

· Promotion recommendation and initiation for eligible and outstanding team members.

· Timesheets and leave approval for all team members.

· Shift and Weekend/Holiday allowance approval and processing.

· Travelling request and reimbursement approval and initiation.

· Visa processing and initiation for all eligible and customer requested team members for US and Canada positions.

· Conducting monthly and quarterly town hall for entire account.

· Handling all internal and external project level audits, submit report with remediation plan if there are any findings.

· Created multiple internal project governance matrix to report during QBR with client.

Project Finance and cost Management:

· Maintaining high revenue and Margin for project and account as per leadership guidelines.

· Resource and Margin optimization planning and implementation to maintain margin ratio each quarter.

· Planning and reporting quarterly and monthly revenue and margin forecast to leadership.

· Project cost optimization planning and implementation includes vendor cost management.

· Kept project margin more than 50% QoQ.

· Customer cost effectiveness planning and savings as per automations and six sigma approach and provide tangible benefits to client and organization.

· Part of Account leadership team which is responsible for Quarterly focus area planning and make sure it is implemented in entire account.

Account and Project Quality Management:

· As part of additional roles and responsibilities I am also playing role of BCP coordinator for entire Bank account and project quality facilitator (PQF).

· Handling all project level audits.

· BCP Coordinator and initiator for entire account and respomsible to conduct all BCP drills, Call tree test and Work are recovery testing (WAR).

· In my BCP coordinator role, I am responsible for real time BCP documents, planning and initiation during real life scenarios like heavy Rains, Floods, Cyclone, Covid across all locations of India, US and Canada.

· As an additional role of Project quality facilitator, I am responsible for conducting PWPA (production work product audit), report all findings and remediations plan. Implementing all remediation plan in project within due date.

· PWPA maintains quality of delivery as per client and LTIMindtree standards.

· Handled all BCMS audits and client audits.

Vendor Management:

· Sub con management and invoicing for the same.

· Conversion of sub con to FTEs.

· During my tenure at Deutsche bank, I was handling multiple vendor teams like TCS, Cognizant, BirlaSoft for Regulatory reporting program.

· As part of vendor management, I was responsible for vendor cost management, SOW managements and resource management at Deutsche bank locations while working on my BAU.

· Had multiple Vendor site visits.

Role: Technical and shift Lead.

· Working as Tech and shift lead for deutsche bank financial trading risk reporting.

· Team management along with vendor teams coordination and internal customer handling.

· Its ticket based support MC1 Project and I work on all ITIL concepts like incident, service request, and change and problem management along with knowledge base maintenance.

· Working mainly on hive, Cloudera Manager as ADMIN, HDFS, Unix, Oracle, informatics technologies.

· Deep Knowledge of Hadoop and MapReduce components and ecosystem along[r1] with Unix and oracle, Microstrategy and informatica batch.

· Good understanding of Financial Risk reporting, Capital market and credit card domains terminologies.

· Its dataware house project mainly contains DB financial data of risk and exposure reporting for US , APAC,and EMEA Germany bank regulators.

· Data lake , DataMart, hypermart and hyper star creation by batch running on Unix, sas and shell scripts.

· Have to handle incident of p1, p2 and p3 nature within SLA along with service requests, change and problem management also have to work on automation of manual task while handling team during the shift as shift/tech lead.

· RWA, CCAR, SCAR, counterparty and ubr data processing as per regulators norms.

· Working on service now incident, SRs, problem and change management along with jira.

· Release management with end to end coordination with multiple teams.

· End to end release support for any new upgrade going into production.

· DR support with business team coordination.

· Batch monitoring and issue handling.

· Supports 4+ applications under DB STRIDE (strategic risk data enterprise) architecture.

· These applications are mainly based on Oracle, Unix Shell scripts and batch job running on Control-M Scheduler, informatica and Hadoop, MapReduce and cloudera manager technologies.

Role: Project Lead and technical consultant

· Leading team of 12 for capital one crs eds cards.

· Working on mainframes, control-m, datastage and big data Hadoop technologies.

· Crs eds team handles all retail and cobranded credit cards of capital one bank.

· Handling day to day activities like, MF db2 and control m batch aborts, root cause analysis with rca.

· Datastage issue analysis with fix.

· Leading and contributing in migration team working on 'mainframes to Hadoop' dataware house migration

· Working on new EDL (enterprise Data Lake) project which involves migration of all history data available at mainframes source system to hadoop hive Data Lake.

· Providing application optimization ideas along with automation of manual and repetitive tasks.

· Direct coordination with client with daily status calls and reporting.

· Working on agile work environment.

· Strong knowledge in Unix, Mainframes, sql and Hadoop technologies.

· ITIL certifies from GE as client. Strong understanding in ITIL and incident, request and problem//outage management.

· Domain knowledge in BFSI mainly in lease and loans along with credit card domain.

Role: Technical Lead

· Leading Run support for GE Capital RTS team.

· Worked at onsite for 2.5 years as production RUN support lead for PMS, open applications and Appworx admin teams.

· Cash receivable and production support specialist.

. Support lead for MC1 applications availability and Batch support.

· Having good experience on service-now Incidents, Request, problem and change ticket handling.

· Strong experience of working and follow up with multiple teams and vendors to complete task on time within SLA.

· Provided support on Fiscal, Calendar and Quarter close for GE PMS batch.

· Worked closely with US and Mexican clients at near-shore and gained experience of working with multicultural team members.

. Provided extended support on year end close and on weekends.

. Weekend oncall support and also during on critical deliveries.