Rajesh N.

About Rajesh N.

A self-motivated and forward-focused IT professional (ITIL Expert and Prince2 certified) with over 20 years of experience in IT Operations Management, Process Governance, Team Leadership, Vendor Management, Technical & Customer Support, Project & Program Management. Experienced in leading large technical teams for delivery of technical data center and customer support operations. Proven ability to define, implement and govern ITIL support processes to deliver value to customer through metrics driven operations.Significant exposure to various IT Management aspects which include IT Budgeting & Costing, Strategic Initiatives, CXO Level Decision Making, IT Change Management, Vendor Management and so on. Skilled in project planning, effort, design, scope, estimation, resource coordination and delivery as per specified timelines and Quality Control through ITIL Process Teams such as Incident, Problem, Change, Release & Deployment.Trusted IT Senior Executive recognized as a pivotal leader for long-horizons business assessments, integration support and delivery of targeted technical improvements. Exceptional in using Global Standard Operational Procedures for implementation of ITIL - Service Management. Resourceful in monitoring project progress as per scheduled deadlines for various tasks, managing large teams and taking necessary steps to ensure completion within time, cost & effort parameters.

Experience

1. Sr Operations Manager - Customer Experience

   Cisco

   Nov 2011 — Present · IN

   In this role acting as customer’s strategic support consultant for top tier service provider accounts.• Acting as Escalation SPOC in Cisco for the customer. • Representing member of Operations Manager (HTOM) Council in APJC region.• Conduct Monthly reviews (ORMs – Operations Reviews) and Quarterly reviews (QBRs)/ Joint Business Reviews (JBRs) with the client to present operational issues/activities.• Report on SLA performance and key KPIs of Operations and perform gap analysis for improvement.• Formulate continual improvement strategies to optimize customer’s perceptions of service and support.• Manage high profile critical technical and political issues both within the customer’s organization and throughout the Cisco internal escalation chain.• Understand customer’s current and future IT/networking strategy & share this with Cisco Sales team along with critical issues to enable them to propose appropriate upgrades in the network.• Build consistent relationships with key stakeholders and decision makers to advise on future direction of post-sales support relationship between Cisco and the customer.• Work closely with SDE, SSM, SAM, AM and Advanced Services Management to make recommendations on correct service levels, contracts and Advanced Services.• Retrieve customer specific technical information (such as network topology / LLD/ HLD) from customer and Cisco internal stakeholders and share it with the Operational Support team in the form of a TOI.• Liaising with clients and Cisco support teams in various departments (Entitlement, SSCD, SNTC delivery, Account Manager etc.) on specific customer needs.• Ensure adherence of Data Governance methodologies within a regulated environment.

Education

• Symbiosis, Pune

  Post Graduate Diploma in Business Administration - PGDBA, Marketing/Marketing Management, General

  2006 — 2008

• MCA

  Master of Computer Applications, Computer Science