Vikram Rao

About Vikram Rao

I personally believe that one should always pursue the work domain which is in synergy…

Experience

1. Problem Manager - IT Service Management

   IBM

   Sep 2015 — Present · Bengaluru, IN

   Providing responsibility for the overall quality and integrity of the daily Problem Management ProcessAct as the interface to the other Process Managers Attend RCA calls when requested or necessaryActive participation in Daily Major Incident CallsConfirming technical impactPerforming root cause analysis (RCA) and documenting the RCA in the appropriate repositoryProviding effective resolution to the ProblemRecommending a permanent resolution or work aroundIdentifying action items for Problem resolutionMonitoring and tracking action items to closure, escalating if necessary to meet target Identifying the need for a Change to resolve a Problem and opening the Change RequestNotifying the Problem Owner if a Problem may have a potential pervasive impact to other environmentsUpdating the Problem ticket according to process requirementsIdentifying resolved Problems as candidates for the Known Error database/Knowledgebase and updating the appropriate documentsParticipating in the Root Cause Analysis MeetingsCoordinating day-to-day execution of the processActing as focal point for process, communicating with clients, service providers, and managementFollowing defined escalation path when needed, as defined in the escalation policyVerifying the completeness and integrity of information collected in the Root Cause Analysis documentation and Problem record Tracking open Problems and identifying Problems that require increased focus to meet committed service levelsHosting or Facilitating Problem meetings as requiredCreating, analyzing and distributing process reports/metrics analysis as required Completing assigned Actions by designated target dateDocumenting the result of the Action in the appropriate Problem or formal RCA record or provide the results to the Problem AnalystRequesting approval for extension of target date if target cannot be met

Education

• MES College Of Commerce

  B.COM, Accounts

  2004 — 2007

• Don Bosco High School

  High School

Skills

• Sla
• Telecommunications
• Analysis
• Human Resources
• Performance Management
• Crm
• Customer Relationship Management (Crm)
• Service-Level Agreements (Sla)
• Program Management
• Service Delivery
• Business Process
• Business Analysis
• Business Process Improvement
• Team Management
• Outsourcing
• Process Improvement
• Business Process Outsourcing (Bpo)
• Customer Service
• IT Service Management
• Call Centers
• Offshoring
• Leadership
• Transition Management
• Talent Acquisition
• Process Excellence
• Employee Engagement
• Workforce Management
• Vendor Management
• Management
• Customer Satisfaction
• Training
• Team Leadership
• Operations Management
• Bpo