Kannan Ramu

rkanss@hotmail.com
+91.98414.89810
I currently hold an ITIL V certi!ication and international certi!ications in "er#ice $%eration& 'ontinual "er#ice
Im%ro#ement& Release('ontrol(Validation& and )usiness 'ontinuity *ana+ement. )lack ,elt certi!ied -uality *ana+er
.ith uni-ue ,lend o! skill sets includin+ identi!yin+& mentorin+ and e/ecutin+ ,usiness %rocess im%ro#ements&
%er!ormin+ e/%loratory and %redicti#e data analysis& technical e/%erience in the in!rastructure domain and stron+ ITIL
e/%erience 0ro+ressi#e leadershi% e/%eriences ha#e created a %assion !or sur%assin+ !inancial and ser#ice o,1ecti#es
#ia a com,ination o! .orld class ser#ice deli#ery& lean o%eration methods& rene.ed marketin+ directions& and incenti#e
dri#en re.ards !or team achie#ement and ,usiness im%ro#ement. 2a#in+ %ro#en %eo%le mana+ement skills& .ith the
a,ility to mana+e %er!ormance and moti#ate sta!! on an indi#idual and at team le#el.
Expertise
IT Service Delivery Management 10 years
3orkin+ as a consultant& I ha#e ,een %ro#idin+ In!ormation Technolo+y "er#ice *ana+ement assistance& !ocusin+ on
hel%in+ clients make smooth& meanin+!ul chan+es to im%ro#e o%erational e!!iciency and reduce costs in the deli#ery o!
ser#ices. 4ll o! my .ork is ,ased on industry ,est %ractice& includin+ the In!ormation Technolo+y In!rastructure Li,rary
5ITIL6& international standards such as I"$7 80000 and the )"I suite o! standards and data !rom industry e#aluators
such as *eta and 9artner.
0rocess 'onsultin+ 7 Re-uirements
elicitation& %rocess desi+n& im%ro#ement&
de#elo%ment& and im%lementation. :#aluation o!
o%erational and %ro%osed %rocesses a+ainst ,est
%ractice.
)usiness Im%ro#ement 7 'ontinual
Im%ro#ement 0rocesses and 0lans& trend and ;Return
on In#estment< analyses& )usiness 'ases& +a%
analyses.
=acilitation 7 Re-uirements de!inition and
clari!ication includin+ .orksho%s in ;siloed<
or+ani>ations to de#elo% uni!ied %rocesses and identi!y
items !or im%ro#ement resultin+ in agreement on
concrete actions to ,e taken.
.0rocess and 3ork!lo. Tools7 0rocess&
%rocedure and su%%ort tool inte+ration& includin+
custom a%%lication desi+n and commercial so!t.are
im%lementation.
'lient Re%resentation 7 4ctin+ on ,ehal! o!
clients in enter%rise %rocess de#elo%ment acti#ities&
and the esta,lishment o! "er#ice Le#el 4+reements&
"er#ice 'atalo+ues& and enter%rise %rocesses.
'han+e ? 'on!i+uration *ana+ement
"%eciali>ation7 0rocess and su%%ortin+ %rocedure
desi+n in many en#ironments includin+ "$@
re-uirementsA con!i+uration automated disco#ery and
ser#ice ma%%in+ so!t.areA transition to o%erations
%lannin+ and su%%ort.
IT Quality 4 years
In order to ,e success!ul& all %rocess im%ro#ements must ,e !irmly rooted in the real .orld. 3ith many years o!
technical o%erational e/%erience& I ,rin+ the real .orld into all o! my consultin+ en+a+ements.
0ro1ect *ana+er& 0ro1ect Lead& Technical
Team Lead& $%erations Team Lead and "u%%ort
"%ecialist e/%erienceA
0ro1ect %lannin+& e/ecution& and
mana+ement.
"o!t.are de#elo%ment 0ro1ect $%erations
*ana+ement& transition %lannin+ and su%%ort.
Bet.ork 5L4B6 mana+ementA "ystem and
in!rastructure im%lementation and mana+ementA
In!rastructure rollouts.
Team leadershi% includin+ re%ortin+ to
:/ecuti#e le#el sta!!.
4nalyses7 Re-uirements& )est 0ractice
9a%s& Return on In#estment and )usiness 'ase.
Cocumentation7 Technical& or+ani>ational&
and ,usiness %rocess.
*idDsi>ed ,usiness mo#es includin+
mana+in+ the reDlocation o! ser#ices& sta!!& and
e-ui%ment.
)usiness :/%osure
*anu!acturin+& )0$& and )ankin+ sectors.
Professional Experience Details
March-14 Page 1 of 3
Kannan Ramu
rkanss@hotmail.com
+91.98414.89810
Sutherland Global Services
IT Euality Celi#ery *ana+er 4u+ust 8004 D 0resent
Cri#in+ o%erational im%ro#ements& ma/imi>in+ the #alue o! the asset ,ase .hile ensurin+ a ti+ht control on o%erational
costs. Res%onsi,le !or monitorin+ and continually im%ro#in+ standards o! %er!ormance and -uality .ithin the o%eration.
1. Service Delivery Management7 3orks cross !unctionally across the to.ers to monitor and ensure deli#ery
.ithin the "er#ice Le#el 4+reements. Tracks and re%orts a+ainst esta,lished metrics. *ana+es %er!ormance
de%endencies across %eer IT in!rastructure or+ani>ations.
8. Service Delivery7 3orks .ith the customer relationshi% mana+er to o,tain a clear understandin+ o! the
internal ( e/ternal customer re-uirements. Interacts .ith %eer IT or+ani>ations and across to.ers to deli#er
end to end technolo+y solutions to the ,usiness that are .ithin the +lo,al architecture& !rame.ork and
standards
. Business Acumen7 Cemonstrates a stron+ understandin+ o! structure o! su%%orted ,usiness lines& includin+
de%endencies and interactions .ith other ,usiness lines across the or+ani>ation. Celi#ers IT ser#ices across
the to.ers throu+h internal ser#ices and #endor %artnersF ser#ices.
4. People Management: 2a#e 2R res%onsi,ilities !or ser#ice deli#ery technical %ersonnel across to.ers& in
di!!erent sites and countries .ithin the re+ion. :nsures e!!ecti#e o%erations o! ser#ice deli#ery and su%%ort to
the ,usiness lines.
G. Negotiation/Influencing: Be+otiates the ali+nment o! %eo%le resources !or com%letion o! deli#era,les and
%ro,lem resolution.
H. Project / Vendor Management: 3ill direct resources and mana+e #endors in the deli#ery o! in!rastructure
ser#ices.
I. Process Management: *aintains %roduct consistency throu+hout %roduct cycle& to include the desi+n& de!ine
and ,uild %hases throu+h -uality check%oints and testin+. Ce#elo% and mana+e -uality assurance metrics !or
%er!ormance im%ro#ement o! all teams. Im%lements on+oin+ -uality im%ro#ement %rocesses .orkin+ .ith
interde%artmental teams.
BA A!"IVI"I#S
Res%onsi,le !or assurin+ clients and internal users are %ro#ided e!!icient and timely su%%ort 84/I/HG
:nsure rele#ant "er#ice Le#el 4+reements 5"L4s6 are in %lace& mana+ed& monitored and re%orted on
Train& coach and mentor the +lo,al "u%%ort "%ecialists includin+ career de#elo%ment.
0ro#ide data and re%ortin+ o! K0IFs and trends to the ,usiness. 4ct as escalation %oint !or all re-uests and
incident
*ana+e and administer the "er#ice Cesk toolset to ensure it meets the re-uirement o! ser#ice %ro#ision and
su%%orts ali+nment .ith ITIL #
Ce#elo% and document strate+ies !or su%%ort %rocess im%ro#ement.
'ontri,ute to the chan+e mana+ement %rocessA in %articular re%resent the interests o! the clients and end users
.hen assessin+ risk and im%act.
*onitor chan+es com%leted and u%date documentation as re-uired. Interact .ith internal and e/ternal clients.
Previous e$periences
March-14 Page 2 of 3
Kannan Ramu
rkanss@hotmail.com
+91.98414.89810
Instructional Cesi+ner& 0entaD*edia 9ra%hics Ltd. 'hennai *ay 99 J CecD01
"r.'ustomer "u%%ort :/ecuti#e& B ? B "ystems and "o!t.are Ltd =e, 9I J 4%r 99
'ustomer "u%%ort :/ecuti#e& 'om%any KI 'om%uters Ltd. Bo# 9G J =e, 9I
Eucation
Professional Certifications
8010 ITIL # =oundation 'erti!icate
8011 "i/ "i+ma 9reen )elt
8018 "i/ "i+ma )lack )elt
8018 'erti!ied IT Risk 4nalyst
8014 I"$ 8I0017 Lead 4uditor
ACADEMIC QUALIFICATIONS
) "c. & 'hemi st ry
University of Madras
*)4 5%erusi n+6
Anna University
%#& S%I''S AND A!(I#V#M#N"S
*entored the e/ecution o! 18 customer oriented 9reen ,elt im%ro#ement %ro1ects .ith K1.9** sa#in+s
a%%ro#ed ,y to% security consultin+ !irm.
Ce#elo%ed a stron+ si/ si+ma desi+n architecture .ithin the or+ani>ation !or the entire %ro1ects .ith an
increase in the re#enue o! K4*
Lnderstand all le+al& re+ulatory& in!ormation security and com%liance re-uirements.
4chie#in+ tar+ets in a dynamic and com%le/ ,usiness en#ironment.
Team leadin+ ? %eo%le de#elo%ment skills.
4,le to mana+e and de#elo% a di#erse +rou% o! hi+hly skilled %eo%le. 4 %ra+matic a%%roach
to +ettin+ the re-uired results.
4,ility to mana+e o%erations .ithin ,ud+etary constraints.
)uildin+ and maintainin+ stron+ and e!!ecti#e relationshi%s .ith su%%liers and customers.
March-14 Page 3 of 3