Rakesh Dharan Palaniyandi

• Lead Multiple projects with specific focus to standardize and optimize process and procedures in alignment with IT initiatives. • Setup KPI/Metric, Measure and Dashboard for managing/reporting of Operational Service. • Build, run & deliver Service Management Office – Defining Processes Implementation, Process Governance. • Provided consulting services on ITIL/Service Management Process Consulting, Process Design, Service Improvements, Transition & Transformation.

• Responsible for governance and oversight of ITIL processes in a multi-vendor operating environment. • Develop and maintain strong working relationships with all internal stakeholders across Product, R&D, Delivery • Ensuring any issues that were encountered during the execution of the process are appropriately reflected in the task and change closure codes, and, where required, the appropriate follow up activities are identified/action to avoid or reduce the risk of such issues reoccurring in the future.

Responsible for governance and oversight of Change & Release Management processes in a multi-vendor operating environment. • Lead implementation on new Global Change/Release Management polices changes/updates. • Lead effort to establish release schedules across the global organization. • Ensured 100% of scheduled application changes are deployed in CAB-approved release windows. • Supported process improvement programs to drive Service Management best-practices and ITIL process standardization and adoption.

• Was hired as the owner of the Incident and Problem Management processes, though my responsibilities quickly grew to include ownership of the Major Incident process. • Working closely with external vendors and contractors, I revised our incident and problem management SOPs . I revised these processes’ key performance indicators (KPIs) to make them more meaningful and actionable and tied them to critical success factors. • I developed new processes to measure business user customer satisfaction and report

• Resolving and configuring LOTUS NOTES, • Complete configuration of CISCO utility manager.( Call forwarding, Extension module setup, Zero out, etc.) • Handling end users system Hardware issues and application related issues and route to vendor on requirement. • Monitoring end users security violation and seizing system based on security violation incident priority and releasing the same with proper approval. • Documenting the procedures after trouble shooting the critical problem and updating the data base

Engineering branch that combines engineering physics and mathematics principles with materials science to design, analyze, manufacture, and maintain mechanical systems.