MAHARAJA R
Operations Lead
Chennai
Summary
A highly experienced IT professional specializing in change, incident, and problem management, operations data analysis, process improvement, business continuity planning, training, and technical support management. With a strong background in Governance, Risk, and Compliance (GRC) and business service management, I am dedicated to enhancing service management processes and providing exceptional support to IT and business teams. My proactive approach ensures a productive and efficient work environment aligned with strategic business goals.
Overview
11
11
years of professional experience
Work History
Reliability Lead
Comcast India Engineering Center
11.2022 - Current
- Set up proactive monitoring and alerting to minimize downtime
- Implement industry best practices to promote reliability and iteration speed
- Ensure Disaster Recovery automation capabilities and incident response procedures are in place
- Facilitate end-to-end availability and performance of services
- Design, build, deploy, and maintain monitoring, and alerting systems
- Provide technical and business leadership, program management, and end-to-end IT Telephony solutions
- Build executive relationships and organizational consensus
- Track compliance with policies and procedures, resolving any compliance issues
- Chair the Configuration Control Board (CCB) and CAB, enacting changes as directed
- Influence senior support engineers and development teams to improve the customer support experience
- Propose and implement initiatives to maximize customer support experience
- Manage complex escalations by understanding service architecture and operational parameters
- Analyze and leverage data and metrics for decision-making.
Technical Specialist
HCL Technologies
09.2021 - 10.2022
- Manage and improve IT/Business processes, focusing on Problem, Incident, Change, Governance, Risk, and Compliance
- Perform daily process operations, review incident/problem/change records, and create problem records
- Develop metrics for service management processes and manage SLA work orders
- Identify areas for improvement in tools/processes and implement changes
- Conduct monthly operational reviews with regional stakeholders to improve metrics and support KPIs
- Develop training and reference documents, train business and IT personnel
- Create reports for all processes, document processes for business service management
- Lead process improvement teams, handle escalations, and maintain customer satisfaction.
Business Process Lead
Tata Consultancy Services
09.2018 - 09.2021
- Manage digital content accounts through hiring, training, performance, quality, and retention
- Ensure KRA’s are met monthly with a service management team
- Manage daily operations involving ticketing, troubleshooting, and maintaining digital content
- Define policies, processes, and systems for operations management
- Align with US counterparts to understand gaps and coordinate with process experts
- Create/build test cases, test plans, and testing strategies
- Automate Excel macros and Power BI, plan demand and capacity
- Manage performance and expectations through performance measurement and feedback systems.
Associate-Systems
Capgemini Business Services Ltd
10.2015 - 08.2018
- Lead a remote team to restore service for critical business functions
- Implement major incident management processes using ITIL best practices
- Establish standards and procedures for maximizing operation responses
- Prepare documentation and reporting for executive teams using ServiceNow tools and PowerPoint
- Conduct post-incident reviews and manage problem management meetings.
Senior Associate
Amazon Development Centre
07.2013 - 07.2015
- Handle escalation calls and ensure SLAs and AHTs are maintained
- Liaise with onshore counterparts for process queries/updates
- Provide feedback, conduct 1x1s, and manage attrition/absenteeism.
Education
B.E EIE -
Sathyabama University
XII - undefined
Velammal Matriculation Higher Secondary School
Skills
Delivery of large-scale customer services to expected SLAs
Transition of infrastructure services for high-profile clients
IT Services Management (ITSM) and ITIL methodologies
Technical Tools: ServiceNow, BMC Remedy, HPSM, JIRA, Confluence, ETWIKI, OP5, OIV, SPLUNK, Office 365 Applications, AppDynamics, Grafana, Kibana
Strong customer relations skills to understand client concerns and requirements
Proficient in adopting new technologies and concepts
Personal Information
Date of Birth: 01/07/91
Timeline
Reliability Lead
Comcast India Engineering Center
11.2022 - Current
Technical Specialist
HCL Technologies
09.2021 - 10.2022
Business Process Lead
Tata Consultancy Services
09.2018 - 09.2021
Associate-Systems
Capgemini Business Services Ltd
10.2015 - 08.2018
Senior Associate
Amazon Development Centre
07.2013 - 07.2015
B.E EIE -
Sathyabama University
XII - undefined
Velammal Matriculation Higher Secondary School
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