Resume RK
Resume RK
Resume RK
[email protected] +919845609946
linkedin.com/in/muralikrishnaa-rk-47a62b44
Summary
ITIL Certified Professional with more than 10 years of experience in ITSM and Infrastructure operations handled
varied global enterprise customers and ensured speedy service recovery.
Skilled ITIL Process consultant with experience in Agile Delivery methodology, Certified SAFe 5 Practitioner,
certified Agile Scrum Master, AWS Certified Solutions Architect and Certified VMware professional (VCP, VCA,
VSP, VTSP) with good understanding on DataCenter virtualization, cloud and IT Infrastructure.
A Self-Motivated professional with hands on experience in process consulting, KPI, CPI, OPI, BI
reporting,Maintaining agreed SLA’s with set targets and people Management.
Experience
Process Manager
Tata Consultancy Services
Jun 2022 - Present (11 months)
Identify key metrics and develop dashboard that report on individual & overall process management
portfolio progress, results, & risks
Ensure project alignment on configuration process and way-of-working cohesion, alignment &
collaboration with change dependencies is required
Drive continuous improvement by actively obtaining stakeholder feedback and making use of data
resulting in tangible business impact
Review failed changes and coordinate with requesters to ensure they are closed with correct closure
code
Identify areas of waste and collaborate with peers to recommend improvements in the form of
automation, consolidation, or elimination to drive efficiency and superior client experience
Effectively executing all Scrum events daily standups, sprint planning, sprint demo and retrospective
meetings. Ensuring team maintains focus on objectives, goals and scope for each Sprint and each
Program Increment
Collaborate with the Product owner/Lead & cross-Functional teams to maintain a strategic product
roadmap that identifies deliverables and milestones
Grow an effective self-organizing, cross-functional & disciplined team where individuals recognize that
team success is more important than individual success
Facilitate discussions to create consensus agreement and binding decisions. Encourage public
commitments and accountability through adherence to commitments made by the team and individuals.
Promote learning, experimentation and knowledge sharing and encourage creativity. Help the team to
continuously improve their process & behavior through regular reflection & adaptation.
Promote the Major Incident process within the Organization
Promote the Problem Management service & assist other with this function within the wider Service
Management Operations & client teams
Collaborate & work closely with technology resolver teams & business stakeholders to understand
required service level indicators & to ensure service level objectives are met in terms of impact to
service
Muralikrishnaa RK - page 1
Process Manager
HCLTech
Jun 2016 - Jun 2022 (6 years 1 month)
-Responsible for end-to-end IT Service Operations, CFS Cross Functional Service (Incident, Change,
Problem, Knowledge, Service Request fulfillment and ServiceNow Operational Governance).
-As a Global process Manager, analyze and qualify the Problem/Incident records for investigation &
chair RCA discussion meetings to drive timely delivery of RCAs on time.
-Support and maintain Major Incident, Change and Problem Management processes.
-Define and establish process control in ServiceNow.
-Lead ServiceNow support team for enhancements and updated based on the business requirement.
-Update/Modify the ServiceNow catalog Flow as per operational requirements.
-Strong business focus and stakeholder engagement.
-Managing & coordinating Critical Incidents, related communication, acts as escalation point for all
requests & incidents and managing the process for communicating outage/emergency activities to the
organization, Stakeholders for all major incident. Maintain the Known Error Database and do a timely
review of articles
-Manage the Problem Ticket life cycle through identification, root cause analysis and completion of
associated error resolution tasks of problems resulting from an incident in production environment.
-Weekly RCA Calls with Technical teams and Stakeholders to identify the Root cause and effectively
follow up on the RCA Action items to prevent similar Sev1 disruptions.
-Responsible for Consolidating an integrated resolution plan when multiple competencies/Business
Units are engaged.
-Timely propose enhancements in the problem management Process.
-Auditing Incidents, change and problem & providing feedback to the engineers on Quality measures
(CPI/KPI).
-Present data for MOR, QBR, Steering committee meanings and Customer Audits.
-Publishing Daily, Weekly & Monthly reports to oversee the problem, Incident, SR and KB. Provide a
trend Analysis of backlog tickets across all the domains and submitting to higher managements.
Muralikrishnaa RK - page 3
. Attending complaints and technical assistance for Internet connectivity on different OS (i.e. Windows
XP, Windows Vista, Windows 7, Mac OS Version 10.3 to 10.6).
Education
Bharathiar University
Master of Business Administration - MBA, Business Administration and Management,
General
Sathyabama University
BE, Electronics and Tele communications Engineering
Muralikrishnaa RK - page 4
EXIN Agile Scrum Master - EXIN
6277751.20769652
Skills
IT Service Management • Problem Management • Cross-functional Team Leadership • Incident
Management • ITIL Certified • Testing • Change Management • Service-Level Agreements (SLA) •
ITIL • Servers
Muralikrishnaa RK - page 5