Raja Raman

About Raja Raman

ITIL4 Intermediate DPI Strategist, ITIL 4 Foundation, ITIL V3 Intermediate (Service…

Experience

1. Assistant Manager

   KPMG

   Dec 2020 — Present · Bengaluru, IN

   Strong understanding of ITIL with an emphasis on Incident, Change, Release, Problem Management process for SaaS cloud environments like Oracle, Workday, ServiceNow and Coupa. Oversees the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development and automation and dashboard creation. Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness of the Service Desk, Technologists, and Operations. Weekly and Monthly metrics reporting to management and collection of staff’s status reports. Designed and developed a comprehensive metrics tracking dashboard to monitor service delivery performance. Reduced support costs by developing new workflows and support processes. Work with internal & external stakeholders, vendors and business to collaboratively develop and drive the strategy and roadmap for the services in scope. Ongoing assessment of the existing environment with a relentless focus on continuous improvement by identifying and implementing multiple Lean Six sigma Kaizens, YB and Green Belt Projects. Build, lead and coach a high-performance quality team performing audits using Coaching assessment module in ServiceNow. Part of CMMI audits. 10+ Years’ Experience in Service Management, Service Delivery and ServiceNow tool. Hands on experience in other tools like HPSM, BMC remedy. Actively involved in migrating ServiceNow platform, lead a team of technical consultants to perform testing, identify, log and track defects. Working closely with the Business and ServiceNow team as a BA identify defects, enhancements. Have experience working in an agile environment.

Education

• Jawahar Matriculation Higher Secondary School

  Class X

  2000 — 2001

• Jawahar Science College

  Bachelor of Computer Applications

  2003 — 2006

• Bishop Heber College of Arts and Science

  Master of Computer Applications

  2006 — 2009

• Jawahar Matriculation Higher Secondary School

  Class XII

  2002 — 2003

Skills

• Hardware
• Itil V3 Foundations Certified
• Itil
• Help Desk Support
• Technical Support
• Sla
• Sharepoint
• Management
• IT Service Management
• Itil Service Operations Certified
• Change Management
• Consulting
• Troubleshooting