Rakesh Kumar A
Bengaluru
Summary
Certified Project Management Professional and ITIL 4 Strategist with over 15 years of proven success leading complex Projects and Programs in Cloud and SaaS-based software environments. A results-oriented leader with a strong record of managing services delivery for Fortune 500 clients, ensuring operational excellence and seamless customer experiences. Skilled in driving product Availability, Reliability, and Observability, with hands-on experience in leading cross-functional efforts to resolve technical issues, restore services, and implement long-term fixes. Known for applying ITIL-based methodologies for Product services delivery, Continuous Service Improvement (CSI) and managing transitions and transformational projects that align with business goals. Led global teams of up to 60 members in matrixed organizations and fostering a culture of customer advocacy and innovation. Adept at Client-Vendor Management, risk mitigation, and driving process optimization that fuels service excellence and customer success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Project Manager
Blue Yonder
02.2022 - Current
- Visionary Leadership: Directed, Created and managed an overall project plan including budget, schedule and resources for one or more engagements with organizational objectives and coordinating with cross functional experts.
- Developed and executed strategies that contributed to the success of projects & programs. Exceptional analytical, strategic, and problem-solving skills. Ability to see through a vast array of problems and identify root causes of issues, and then developed achievable courses of actions for resolution.
- Led technical, management, and process escalations with a structured approach, significantly enhancing Net Promoter Score (NPS), Annual Recurring Revenue (ARR), and Time to Resolution (TTR).
- Customer Portfolio Management: Managed a customer portfolio worth $8.5 million ARR across APAC, EMEA, and NA regions.
- Strategic Initiatives: Spearheaded regional and global initiatives by leveraging expertise in technology, project management, and people leadership, delivering impactful business outcomes.
- Customer Experience Optimization: Improved customer satisfaction and service delivery through digital support platforms and transformational initiatives and achieved 94% OSAT in 2024.
- Automation & Efficiency Gains: Optimized SaaS customer environments with self-healing automation, achieving a 30% reduction in critical issues.
- Cross-Functional Collaboration: Partnered with cross-functional teams to resolve high-priority issues, achieving a 99.5% success rate and elevating customer experience before the customer go lives.
- Established and maintained a strong relationship with key stakeholders.
- Effective experience managing Executive level escalation situations.
- Driven a world class customer experience for the team to meet and exceed the customer experience goals.
- Proven success in building collaborative partnerships with cross-functional teams including, Professional Services, SRE, Cloud technical Operation, Engineering, Dev Ops & Product Management to implement formal feedback mechanisms for Incidents, Resolution and cause analysis where required.
- Expertise in developing metrics to measure the effectiveness of technical projects within the organization.
- Experience in tools & systems such as Salesforce, Service Now, Jira, BMC remedy, Smart sheet, Confluence etc.
Lead Engineer-Enterprise Cloud Service Delivery Manager
Artech
05.2018 - 02.2022
- Led and mentored a team of 10 IT support engineers/analysts to meet SLAs and customer expectations. Oversee incident, problem, change, and escalation management processes.
- To provide Application, Infrastructure and Cloud/SaaS support.
- Created SOPs, runbook, and knowledge articles to improve operational efficiency.
- Worked with monitoring tools (e.g., AppDynamics, Splunk) to ensure proactive issue detection.
- Drive automation and self-healing initiatives to enhance system reliability and reduce manual workload.
- Collaborate with Product, DevOps, and Customer Success teams to ensure a seamless support experience.
- Client: American Express
Senior Systems Engineer-Cloud Service Manager
CGI Information System and Management Consulting
06.2017 - 05.2018
- High-level ownership of the technical service restoration plan for all IT services and resolver group.
- Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM.
- Technical and Functional Escalation where necessary.
- Communication via various means including ITSM, Portal, SMS etc.
- Trained a team of 20 members.
- Client: Foresters Financial
SD Analyst
BT
06.2015 - 12.2015
- Managed approximately 2 severity incoming incidents per day.
- Efficiently coordinated with the internal technical teams to meet the agreed SLA.
- Responsible for resolving incoming software issues.
Senior Technical Support Executive
Infinite Computer Solutions
01.2011 - 06.2012
- Handled high priority (Sev1/Sev2) cases and resolved within SLA
- Point of contact for all Major Incidents. To identify, initiate, schedule and conduct incident reviews.
- Managed day to day operations of a large globally distributed 24x7 support and maintenance organization.
Technical Support Executive
e4e Inc.
08.2010 - 01.2011
- To Monitor and respond quickly to incoming requests relate to IT issues.
- To assign unresolved Incidents to appropriate Tier 2 Support Group.
- Log all Incident/Service Request details, allocating categorization and prioritization codes.
Technical Support Executive
Proxima Technologies
09.2006 - 07.2010
- To respond ~30 incoming technical queries via chat, email, or phone.
- To record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
- To resolving problems with networks and other computer systems.
- Installing & troubleshooting software to fix issues.
Education
B.Tech/B.E. - Electronics/Telecommunication
RV College Of Engineering
Bengaluru, India01.2024
Technical Diploma - Electronics/Telecommunication
Sri Jayachamrajendra Polytechnic
Bengaluru05.2005
Skills
- Project Management
- Service Transition
- Product Engineering
- Program Management
- Software Products Support
- Reliability Engineering
- CI/CD
- Customer Success
- ITIL Service Delivery
- Technology Innovation
- Stakeholder Management
- Performance Monitoring
- Application Software Support
- Scalability
- Cloud/SaaS
- Automation
Certification
- ITIL V3
- Upgraded to ITIL 4
- ITIL4 Strategist
- Microsoft Azure Fundamentals: AZ-900
- Project Management Professional - PMP
Accomplishments
- Recognized for assisting Foresters Financial in delivering a $2 billion project proposal on time - 2017.
- Received accolades for reducing 30% of customer issues via self-healing bots - 2023.
Timeline
Project Manager
Blue Yonder
02.2022 - Current
Lead Engineer-Enterprise Cloud Service Delivery Manager
Artech
05.2018 - 02.2022
Senior Systems Engineer-Cloud Service Manager
CGI Information System and Management Consulting
06.2017 - 05.2018
SD Analyst
BT
06.2015 - 12.2015
Senior Technical Support Executive
Infinite Computer Solutions
01.2011 - 06.2012
Technical Support Executive
e4e Inc.
08.2010 - 01.2011
Technical Support Executive
Proxima Technologies
09.2006 - 07.2010
B.Tech/B.E. - Electronics/Telecommunication
RV College Of Engineering
Technical Diploma - Electronics/Telecommunication
Sri Jayachamrajendra Polytechnic
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