RAKESH BABU
Bangalore
Summary
Senior IT Service Management and SIAM professional with 13+ years of experience managing enterprise service delivery, multi‑vendor ecosystems and global infrastructure operations. Proven expertise in ITIL governance, Major Incident Management, ServiceNow platform enablement and service performance management. Recognized for driving operational stability, improving SLA performance, and implementing continual service improvement initiatives across large enterprise environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Delivery Specialist, IT Service Management
Alcon Laboratories India pvt ltd
09.2023 - Current
- Designed and documented ITIL processes for the infrastructure function, ensuring governance, compliance, and stakeholder engagement.
- Consulted on and governed ITSM processes, including Major Incident Management, Change Management, Problem Management, Service Request Fulfilment, continual service improvement, and Service Level Management.
- Managed vendor relationships through SLA governance, conducted service reviews, and identified service improvement opportunities.
- ServiceNow tool integration and management including onboarding SLAs, creation of dashboards & reports and new enhancements.
- Overseeing the end-to-end execution of Servicenow agile stories.
- Conducted gap analysis of existing processes and implemented corrective actions to enhance operational effectiveness.
- Collaborated with service owners to identify service enhancement opportunities and supported implementation efforts.
- Develop and implement tailored KPIs for various processes, aligning them with the unique operational dynamics of each service line.
- Lead the design and deployment of automated solutions, encompassing ITSM processes, workflow customization, ticketing systems, process automation, and the creation of informative reports and dashboards.
Associate Business Consultant – SIAM Process Consultant & SMO Lead
Tech Mahindra
05.2019 - 09.2023
- Oversaw the complete service delivery process for the SIAM team, coordinating with various partners and vendors.
- Manage and improve IT Service Management team aligned with corporate and Global IT Strategy. This includes the selection and development of direct reports and establishing long-term understanding of (internal) customer needs and continuous service improvement mindset and driving increased performance levels.
- Managed IT Service Management KPIs and SLAs, ensuring compliance with contract requirements.
- Monitored, evaluated, and evolved IT service management processes and best practices to enhance effectiveness and maturity of service delivery.
- Evaluated SLAs and KPIs, facilitating their onboarding for effective performance management based on thorough assessment criteria.
- Analyzed operational data to identify improvement opportunities among vendors delivering various applications and infrastructure services.
- Managing ITSM processes like Incident and Major Incident Management, Change Management, Problem Management, Continual Service Improvement and Service Reporting.
- Work on new CR’s by proposing opportunities for cost saving and identifying automation areas, or work force optimization.
Major Incident Manager / SME-Lead MIM
IBM India Pvt Ltd.
05.2015 - 05.2019
- Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited, and resolved within the scope of the Service Level Agreement.
- Using MIM experience to pro-actively support the management of High Severity Incidents and support ranging across platforms like Mainframe, Wintel, Unix, Network, Hardware, Backup and storage, etc.
- Chairing conference calls with participants including Service Managers, Technical Support teams, Client, and Third Parties vendors.
- Creation and circulation of service management reports like KPI, MTTR, availability report and also updates to CMDB.
- Send Alert notifications to the Site Support and the Monitoring teams about any network related issues.
- Issuing regular and updates communications during the progress of a Major Incident.
- Identifying appropriate timelines and targets for recovery actions, feedback and communications.
- Participating in Post Incident Review following successful recovery.
- Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process.
- Maintaining the Major Incident Management process.
- Reviewing and updating process documentation.
- Assessing and Agreeing Business Impact and Incident Severity Level.
- Adherence to account KPIs/SLAs as agreed.
- Coordinate cross department communications when required to assist in resolution of Incidents/ Problem/ Changes.
- Follow up on any Delivery Team gaps on the Bridge and Coordinating Incident Bridge calls for quick and prompt resolutions.
- Ensure that the correct technical teams are engaged and proper focus is paid to outages and recovery.
- Responsible to ensure Severity 1 & 2 SLAs are met.
- Ensure proper management of Sev1 & Sev2 queries/ monitoring.
Specialist– Incident Management
HCL Technologies Ltd
Bangalore
08.2012 - 05.2015
- Auditing the incidents created and worked upon by the team to ensure adherence to SOP.
- Generation and publishing of statistical reports across the support teams with priority to SLA, urgency and pending incidents.
- Member of the incident management and CIM (Critical Incident Management) team.
- Creating, assigning and SLA management of Incidents, Change Orders and Service Request.
- Monitoring and managing critical incidents to ensure adherence to SLA.
- Sending out regular communications to business stakeholders, affected users and support teams involved at regular intervals.
- Monitoring UNIX servers, performing scheduled reboots, completion of after-boot checks.
- Placing service calls with vendors and coordinating the downtime with the support team, vendor and end users.
- Creation and updating knowledge documents and run book for training of newly joined team-mates.
- Bangalore
Technical Support Officer
Convergys India Services Ltd
Bangalore
07.2011 - 07.2012
- Voice Based technical support to Microsoft users from North America and Canada.
- Extensive hands-on expertise on Microsoft Outlook 2010 (all versions of Microsoft outlook), Microsoft Office setup scenarios and troubleshooting setup errors.
- Technical assistance provided through remote access tools like Microsoft Easy Assist and Log Me In Rescue.
- Bangalore
Education
BBM - Bachelor of Business Management
Vidya vikas first grade college
MysorePUC - Pre University Course
BPPUC college
MysoreSSLC - Secondary School Leaving Certificate
GSSS Higher secondary School
MysoreSkills
- ITSM Process Owner
- SIAM
- Service Delivery Management
- ITIL Process consulting and Implementation
- Service Level & Performance Management
- Project Transition
- Major Incident Management
- Problem Management
- Change Management
- Continual Service Improvement
Certification
- ITIL 4 Foundation
- ITIL 4 – Strategic Leader – Direct, Plan & Improve
- SIAM - Service Integration & Management
- ITIL v3 Foundation in IT Service management
- ITIL Intermediate certificate in IT Release, Control and Validation
- PRINCE 2 Agile foundation certificate in Agile project management
- PRINCE 2 Agile Practitioner training in Agile project management
Languages
- Hindi
- Malayalam
- Kannada
- Tamil
- English, Speak, Read and Write with advanced competence
- Hindi, Speak, Read and Write with basic competence
- Malayalam, Speak, Read and Write with basic competence
- Kannada, Speak
- Tamil, Speak
Timeline
Service Delivery Specialist, IT Service Management
Alcon Laboratories India pvt ltd
09.2023 - Current
Associate Business Consultant – SIAM Process Consultant & SMO Lead
Tech Mahindra
05.2019 - 09.2023
Major Incident Manager / SME-Lead MIM
IBM India Pvt Ltd.
05.2015 - 05.2019
Specialist– Incident Management
HCL Technologies Ltd
08.2012 - 05.2015
Technical Support Officer
Convergys India Services Ltd
07.2011 - 07.2012
BBM - Bachelor of Business Management
Vidya vikas first grade college
PUC - Pre University Course
BPPUC college
SSLC - Secondary School Leaving Certificate
GSSS Higher secondary School