Rakesh Warrier

Rakesh Rajendra Warrier Seeking Opportunities in: IT Infrastructure Operation Services Support & Delivery – ITSM Management. Experienced in Incident / Problem & Change Management. DOB 15th November 1989 Marital Status Unmarried. Languages English, Malayalam and Tamil Address Keezhillathu Warriem, Keezhillam P.O, Keezhillam. Ernakulam Dist PIN: 683541 Overall Experience A total of 10 years+ of IT experience working on Service Management. Currently working as, a Process Lead for the Enterprise Technology Operations Center for Univision Communications with HCL Technologies Ltd. Previously worked with Sutherland Global Services as Consultant for McAfee Antivirus Software. Work on established guidelines and procedures to fulfill the IT requirements of the company, IT Service Management (ITSM) based on ITIL best practices. (Certified ITIL4 Specialist: Drive Stakeholder Value) Experience on MS-Office specially MS –Excel and MS- Power point for Monthly reporting and dashboards. Drive continuous improvement of process, policies, and procedures across the enterprise. Review and prioritize improvements to enable continual service improvement Experience in performing User Activity Audits in SIAM tools such as Splunk & LogRhythm. Workflow Automation using Office 365 Applications. Creation and Scheduling of Service Management & Operations reports. Creation of Service Management & Operations Dashboards/Scorecards Experienced in running Service Improvement Plans to improve the Overall Team performance. Preparing and Presenting Business Review Decks Process Quality Audits and data analysis. Comprehensive exposure to troubleshoot Operating System (Windows). Team leader with strong analytical, problem solving & organizational abilities. Have the ability to grasp new concepts, interactive & readily adapting to Situations, Believing in Hard work and Sincerity. Certified as Tenured Manager from Franklin Covey and HCL. Organization and Customer Specific Experience Feb 2020 –Compucom LEAD – TECHNOLOGY OPERATIONS CENTER Client: Univision Communications inc. Role: Process Lead – Enterprise Technology Operations Center The Technology Operations center in Univision includes, Critical Incident Management, Problem Management, Event Monitoring, Global Account Management and Office 365 Application Support. As a Process Lead, My Responsibilities are. Ensure that all BAU Tasks for each tower under ETOC (Major Incident Management, Problem Management, and Global Account Management, Event Monitoring & Office365 Application Support) are completed within the defined SLA’s as per contract. Own and manage all customer escalations. Track the escalations & Lessons learned from each. Ensure that the same mistake is not repeated. Prepare and present the Weekly & Monthly Business Review. Define KPI Parameters and Targets for each of the teams. Perform continuous feed-back monthly based on the defined KPIs, and Perform Annual Performance Review. Work with ServiceNow team to update process workflow if there is a change in the current workflow. Perform Quality Audit checks on each major incident handled and Provide Performance feedback and coach the team to exceed the customer expectations. Join all high severity bridge calls and ensure guidance and support for the CIM. Publish Monthly Service Availability report to the client based on the Outage Times tracked in Service Now. Take part in Problem Management meetings with Application Owners, Subject Matter Experts, Infrastructure Teams, Incident Managers and fellow Problem Managers to track progress and address any concerns identified during a high severity incident. Own and manage all process documentation. Update and validate the documents periodically and get it signed off by the respective service owners. As part of Continuous improvement, discuss with the customer on the areas of failure in effective service restoration and redefine severity matrix (On Service to Service Basis) if necessary. JUL 2013 – FEB 2020 HCL TECHNOLOGIES LIMITED PROCESS LEAD – TECHNOLOGY OPERATIONS CENTER Client: Univision Communications inc. Role: Process Lead – Enterprise Technology Operations Center Team Size: 12 The Technology Operations center in Univision includes, Critical Incident Management, Problem Management, Event Monitoring, Global Account Management and Office 365 Application Support. As a Process Lead, My Responsibilities are. Ensure that all BAU Tasks for each tower under ETOC (Major Incident Management, Problem Management, and Global Account Management, Event Monitoring & Office365 Application Support) are completed within the defined SLA’s as per contract. Own and manage all customer escalations. Track the escalations & Lessons learned from each. Ensure that the same mistake is not repeated. Prepare and present the Weekly & Monthly Business Review. Define KPI Parameters and Targets for each of the teams. Perform continuous feed-back monthly based on the defined KPIs, and Perform Annual Performance Review. Work with ServiceNow team to update process workflow if there is a change in the current workflow. Perform Quality Audit checks on each major incident handled and Provide Performance feedback and coach the team to exceed the customer expectations. Join all high severity bridge calls and ensure guidance and support for the CIM. Publish Monthly Service Availability report to the client based on the Outage Times tracked in Service Now. Take part in Problem Management meetings with Application Owners, Subject Matter Experts, Infrastructure Teams, Incident Managers and fellow Problem Managers to track progress and address any concerns identified during a high severity incident. Own and manage all process documentation. Update and validate the documents periodically and get it signed off by the respective service owners. As part of Continuous improvement, discuss with the customer on the areas of failure in effective service restoration and redefine severity matrix (On Service to Service Basis) if necessary. JULY 2013 – July 2016 HCL TECHNOLOGIES LIMITED SHIFT LEAD – SERVICE DESK & IDENTITY ACCESS MANAGEMENT Client: Apollo Education Group. Role: Shift Lead – Service Desk and Identity Access Management Team Size: 15 Roles and Responsibilities Monitoring Avaya CMS and ensure that the SLA & AHT Targets for Calls are met on Interval basis. Own and manage all customer escalations. Track the escalations & Lessons learned from each. Ensure that the same mistake is not happened twice. Work as an escalation point for Account Lockout issues. Perform user logon audits using Splunk to track down the origin of the lockouts to eliminate the issue. Chair the Weekly Business Review. Publish Team Performance reports. Migration of KBA articles from HPSM to SharePoint. And creation of new KBA Articles in Sharepoint as Wiki Pages. Provide Performance feedback and coach the team to exceed the customer expectations. Identify opportunities to provide additional value to the customer, Quantify the value based on Cost Saved. Present the idea with the customer and responsible to implement them post approval. MAY 2011 – MAY 2013 SUTHERLAND GLOBAL SERVICES CONSULTANT – MCAFEE ANTIVIRUS Client: McAfee Antivirus for Home and Enterprise (SAAS) Started as a consultant in handling Customer Service Calls for McAfee NA, and then was promoted as an L2 Technician for McAfee EMEA Technical Support within 6 months. In the next 6 months moved as a Shift Lead for McAfee APAC Technical Support and Customer Service queues with a team size of 30+ resources. Monitor the inbound Ticket and Call Queue and ensure that the target SLA is achieved in all intervals (30mins) Prepare and share the Team Stack Ranking based on SLA & Process Adherence, CSAT Performance and Schedule Adherence. PROFESSIONAL EXPERTISE AND ACADEMICS CERTIFICATIONS EXPERTISE AUTHORITY STATUS Tenured Manager Leadership Franklin Covey & HCL Certified ITIL V4 Foundation ITSM Axelos Certified ITIL V4 Specialist: Drive Stakeholder Value ITSM Axelos Certified YEAR PERCENTAGE QUALIFICATIONS STREAM BOARD/UNIVERSITY 2007 88% Diploma (10+3) Computer Science and Engineering Christ the King Polytechnic College - Coimbatore. 2004 65% SSLC(10th) State Syllabus - Kerala St. Thomas HSS Keezhillam, Ernakulam Dist, Kerala – 683541 DECLARATION Desire to continue the learning for career growth and maintain the stability. I hereby declare that all the above statement made in this application is true, correct and complete to the best of my knowledge. Thanks & Regards, Rakesh Rajendra Warrier Contact # - E-mail:-