Ramya Lokesh

About Ramya Lokesh

Current Organization : Working as Transition/ITSM Ticket Integration Manager at DELL EMCSuccess Pitch ITIL Certified professional offering overall 18 years of rich experience in Critical Situation Management, ITSM (Incident, Problem, Change and Service Request Management) Process Transition Manager. Change Agent & Planner with success in transforming business through innovative Program Management Strategies & Transformation programs emerging technologies Excellence in ITSM Service Transition & ITSM Service Operations Felicitated with Gold Award for managing crisis situations for customers efficiently & effectively in 2016 and Silver Award.for successful delivery & executing of Tools Integration for multiple customers in 2018 & 2019 Experience in providing thought leadership in defining, implementing, ensuring, measuring and continuous improvement of process along with quality standards, frameworks, practices & measurements. Experience in working in matrix organization where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships with members of that organization. Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage. Client-centric & multi-functional Expert; capable of managing/coordinating large number of key clienteles for organization; significant exposure in driving overall operations, mapping of business processes, selection of appropriate technology & products, finalizing Service Level Agreements.Highlights: Implemented automation process that eliminated manual efforts, ensured SLAs were met and saved cost to the organization by administering end-to-end program management related to tools automation with BOOMI for onboarding customers Recognized for reducing escalation by 30% for the project Escalation Prevention Steered ‘Customer Quote Program’ which helped to measure the success, provided an opportunity for customers to voice out their experience throughout Go Live support managed by Mission Critical Support Team Awarded as the ‘Best Performer’ thrice for delivering 100% customer satisfaction with quality serviceGlobal Exposure: Travelled to US for conducting workshops & worked with geographically diverse customers across industries. Travelled to Philippines for complex projects execution & drove it in hackathon mode to ensure deadlines are met.

Experience

1. Transition Consultant

   Dell Technologies

   Apr 2016 — Present · Bengaluru, IN

   Key Result Areas: Preparing Key Operating Procedures, Documents of Understanding and Run Books during Transition. Work closely with Accounts team to respond to RFPs from clients.Responsibilities includes Service Management, Delivery & Operations management and designing of ITSM Process for Client and Organization.Review the completeness & quality of Incident/SR, Problem & Change requests against pre-determined requirements. Responsible for management communication, customer communication & all other stakeholder communication during Major Incident bridge. Driving Daily Operational call, Weekly review meeting and SLA meeting internally.Prepare Incident Report for past 24 hours and share with customer and stakeholdersProduce monthly Incident, Service request, Problem, Risk, Change Management and CSI reports for client and Management. Conduct monthly audits of Incident ticket and submit an audit report with the observations.Providing and communicating periodic updates to internal management and client on the progress of project. Daily calls with client on discussing the requirements, updates and progress of the project, based on Agile methodology. Ensuring all the service management jobs are completed with given time frame and all the SLA’s are met. Sending notifications regarding the outages to client, higher management and all the stake holders. Tracking of Incident from Opening to Closure, with timely communication to business. Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team. Creation and Estimation of efforts for software change requests or enhancements. Prepare Outage reports & conduct QBR & MBR besides RTB with Internal Leadership and Clients. Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Education

• P.E.S. Instt. Of Tech

  DSC and E Diploma in Computer Science and Electronics, Computer Science

  1998 — 2003

Skills

• Service Delivery
• Technical Support
• Strategy
• Team Management
• Microsoft Word
• Integration
• Team Leadership
• Rollout
• Operating Systems
• Problem Mannagement
• Training
• Word
• Service-Level Agreements (Sla)
• • Ms O365, Outlook, Css, Crm, Tivoli System, Sharepoint & Lotus Notes.
• Reporting & Analysis
• Customer Focus
• Organizing Workshops
• Business Process Improvement
• Service Management
• IT Service Management
• Sap
• Change Management
• Incident Management
• Vendor Management
• Board Presentations
• Crm
• Itil
• Executive Reporting
• Sla
• Management
• Process Improvement
• Active Directory
• Analysis
• Roll Out
• Operations Management