RAMACHANDRA RAO

Mobile:07022570882

ITIL Intermediate Certified

Service Operations & Service Transition

Incident Management Analyst

Worked as Level 2 in Service Operations Analyst at ACCENTURE INDIA SERVICES, with significant
experience in Service Resolution Management and IT Operations.
Commendable experience in handling Incidents and low level changes in Change Management as per ITIL
practices in IT &ITES Industry; Managed L1/L2 level service operations for multiple internal & external clients,
ensuring SLA is met.
Distinction of working in multi-cultural work environment with companies like Accenture, Magna InfoTech
(JP Morgan Chase), Convergys (Microsoft Customer Central and Microsoft Office Setup & Outlook ) and
Goldstone BPO Services
CERTIFICATIONS:
ITIL Intermediate Certified in Service Operations and Service Transition in October 2014
ITIL Foundation Certified in the year 2012

CORE SKILLS:
Incident Management: Commendable 3 Years of experience in handling incidents from Priority 1 to Priority 5;
initiating bridge calls and coordinating with IT and Business including different Technology Groups for resolving
incidents and enhancing service quality; with various system owners; Incident Reporting, Daily, Weekly, Monthly,
Quarterly Metrics and Dashboard Reporting for one of the UK Retail Industry Giant.
Event Management: Has hands on experience in handling alerts in Enterprise Technology division for pharma
client on specified monitoring tool. Constant monitoring during designated shift for real and false alerts.
Successfully followed the Knowledge Base and worked towards 0% miss on acknowledging the alerts. Created
incidents and resolved executing KBs for the genuine alerts as per process laid by client.
Change Management: Acquired knowledge on Low level changes and pre-approved changes in the change
management team for one of the consumer electronics client.
Service Desk: Having 4 years of experience in handling voice based and email based support incidents for
internal service desk.
ACCOLADES:
Recipient of Elite C-SAT Champ Award for 100% Customer Satisfaction received consecutively for 8 months
during the tenure in JP Morgan Chase deployed through Magna InfoTech.
Honored twice with Customer Satisfaction Awards through random surveys done in North America region by
Microsoft during the tenure in Convergys India
PROFESSIONAL EXPERIENCE
Available to join immediately.
ACCENTURE INDIA SERVICES
2014

August 2010 to September

Level 2 I.T Operations Analyst

Responsible for the effective day-to-day Service Level Management (SLM) Operations of the Incident ITIL
management process for the SBU. Incident Queue Management - Check the incident queue, Attending and Chairing
Incident Management Calls, and Daily Service Review Call, validate daily incident reports, collect actions from the
daily service meeting and follow up on compliance issues and escalations.

 Competently managed Service Operations thru various ITSM Tools: BMC Remedy, Peregrine, Clarify; Reporting
Tools: SharePoint; Database: MYSQL; Applications: Mainframe (AS400, PCOMM, Telnet), VPN, CITRIX First
Level ID Admin; Software Platforms: Unix, Linux, Windows
Preparing Daily/Weekly/Monthly & quarterly performance dashboard review with the reporting manager. Uploading
consolidated report to SharePoint.
Co-ordinate with teams and work together in order to resolve Priority 2 to Priority 5 incidents within the SLA.

SALIENT HIGHLIGHTS

Managed service operations for multiple clients in Pharma, Mobile Technologies, Consumer Retail, IT and other sectors.
Handled 3000+ incidents in the span of 6 months in the last project
Worked as support analyst for short term projects lasting from 1 month to 4 months duration.
Worked for new implementation project as a pilot team member for transitioning the project from onshore to offshore.
Worked closely with Onshore Trainer along with team for transitioning the project to India.
Worked as Network Monitoring Analyst for the Pharma client. Worked in rotational shift for one of the clients which has
24/7 support monitoring in Operations team for one of their towers called Enterprise Technology Services.
Consistently strived and worked towards 0% miss in acknowledging the incidents throughout the project tenure entire
6 months
Worked in Service Desk for chat support for internal employee support on various Infrastructure incidents. Providing
24*7 support for the devices exclusively for Networking Tools.

MAGNA INFOTECH
May, 2007 to Jul 2010
Location: JPMorgan Chase., Prestige Technology Park, Bangalore
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with operations in more than 50
countries.
IT Operations (Help Desk) Analyst
First point of contact for all technology related support incidents, as well as regional hub for global escalations. Ensure
effective and efficient on-call operations support for migrating businesses, data communications migrations and
upgrades. Investigate and resolve 70% of first-level inquiries while maintaining the pre-defined ACD statistics and
strictly maintain defined SLAs utilizing on-line knowledge base and technical knowledge.
Online technical support to more than 12000 users working at JP Morgan Chase, for over 6 locations.
First Level security administration on ACF2, RACF and AS400 and advanced troubleshooting.
Assigning RSA Secure ID to users, configuration and administration SecurID.
Troubleshooting of various client applications like CITRIX 1st level Troubleshooting; Mainframe (AS400, PCOMM, Telnet),
VPN and other applications used at JP Morgan.
Coordination with Singapore, US, HK & UK supports for resolving & escalating various applications relation problems.
Working with P1M team in Singapore for resolving P1S1, P1S2 and P1S3 incidents. Logging Bridge calls for resolving
priority issues with application support team and P1M team for quick resolution.

CONVERGYS INDIA SERVICES, BANNERGHATTA ROAD, Bangalore

October 2003 to January
2007
Senior Technical Support Officer (Microsoft Office Setup and Outlook End To End Team)
Senior Technical Support Officer - Nov 2005 to Jan 2007
Technical Support Officer - Dec 2004 to Nov 2005
Customer Care Officer (Microsoft Customer Central)
Customer Care Officer - Oct 13th 2003 to Dec 2004
Supported Global Customers on MS- Office and Outlook issues. Coordinating with Technical Frontline team and
Troubleshooting and configuration of Office and Outlook issues. Handled Inbound and outbound calls in Microsoft
Customer Central and Microsoft Office Setup Outlook End-to-End Process.
Joined as Customer Care Officer for Microsoft Customer Central process routing all incoming calls to various Microsoft
internal departments; received incoming calls and of the customer's queries and routing the calls for solutions.
Managed and Maintained tickets and assigning them to Technical Call Back Team and Escalation Engineers.
Daily interaction with end customers getting feedback and documenting the same for further service improvement

GOLDSTONE BPO SERVICES

May 2003

September 2002 to

Customer Service Executive

Outbound Voice Process towards making calls for Tele-Sales and to resolve customer's queries for US clients
for DVD rentals and MasterCard. It was a pilot batch project and the performance was well recognized.

SELF EMPLOYMENT

August 1994 to April 2002

Engaged in personal business for the above duration. Assisted father in establishing and stabilizing the business
during the tenure. Contributed and was able to expand business relations with various dealers and wholesalers
for promoting quality products for doing sales of fast moving products related to education and stationery items
necessary for school.

EDUCATION

Bachelors Degree of Commerce from Sri YN College affiliated to Andhra University in 1996

PERSONAL DETAILS:
Date of Birth
Languages Known
(Speak)
Contact Details
Email
Skype ID
Address
LinkedIn
Passport Number

: 27thJuly, 1975
: English, Hindi, Telugu (Read, Write, Speak); Kannada (Read, Speak); Tamil and Punjabi
: Mobile:+91-7022570882|
: ramachandrarao1975@gmail.com
: ramachandra.rao28
: HNO 110, DNO G-1, 10th Cross, Manjunatha Layout, Bangalore 560037
: svr.chrao@gmail.com
: Z2346860