Rakesh Jude Thomas
Sr IT Service Manager at Microsoft R&D Pvt. Ltd.
- Role
- Sr IT Service Manager at Microsoft
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
Experience
Sr IT Service Manager
Mar 2007 — Present · Hyderabad, IN
My Role in Services Engineering is to Drive End to End Customer Experience Improvements by; measuring the customer’s experience, bridging the results with relevant partners & embracing constant change.10+ yrs. of experience in the Human Resources IT domain considering Enterprise scale applications related to Employee Learning Management System, Benefits & Stock, Performance Management and Staffing and Talent Acquisition. • Embraced Modern Engineering Practices of Combined Engineering, by transforming into the Dev Ops culture with prime importance on Live Site Focus, Agility, Automation, QoS, Services Maturity model, FMEA and MTTR. • Enhanced Monitoring and Telemetry for our Services resulting in reduction of undetected incidents and meeting targets for Availability and Reliability using App Insights, OMS, SCOM, Sonar Squared Up. • End to end Production Support for Enterprise scale applications/ services, working with Vendor teams and colleagues across the globe, leading Weekly Triage calls, analyzing huge data sources, resulting in over 80% ticket reduction and improved Customer Experience. • Experience as a Control Owner for SOX Auditing• Cloud Adoption: Integrated in house Azure PaaS/ IaaS implementations with SAAS platform offerings. Achieved 100% migration of over 100+ On-Premise Web, SQL and File Server VM\'s to Azure IaaS. • Excellent people skills & Leadership abilities. Frequently commended for communication and interaction skills with Stakeholders. Consistent in increased accountability and responsibility throughout employment tenure.
Education
St. Andrew's College of Arts, Science and Commerce
Bachelor of Commerce (B.Com.)
1997 — 1999
Aptech Computers Limited
Aptech Certified Visual Programmer (DISM) Course
2001 — 2001
Indira Gandhi National Open University
Certificate in Computing
2000 — 2000
Skills
- Microsoft Office
- Sox 404
- Integration
- Services Maturity
- Onboarding
- Technical Support
- Software Installation
- Microsoft Sql Server
- Window Media Services
- Reporting & Analysis
- Windows Operating Systems
- Streaming Media
- Iis
- E-Learning
- Ssrs
- Windows Azure
- Oracle
- Cloud Computing
- Hardware Installation
- Team Leadership
- Sql Azure
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