Resume RK

Muralikrishnaa RK
Chennai, Tamil Nadu, India
[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.
Advance Support Engineer

Oracle
Apr 2015 - May 2016 (1 year 2 months)
Part of Advanced Monitoring & Resolution (AM&R) team responsible for Remote Infrastructure
Management of Customer Data Centers & Engineered Systems (Exadata, Exalogic & Supercluster) on
different platform (Linux 64bit, AIX, and Solaris) globally.
Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible and provide
specialized investigation and diagnosis of all Incidents and Service Requests.
Coordinate with multiple internal domain specialists and 3rd party teams to restore the services.
Responsible for the effective implementation of the process "Incident Management" and carries out the
respective reporting procedure.
Liaison between Crisis Manager and the Technical Team during a Major Incident where the Priority is 1-
Critical, and the impact involves a Critical Business Application or Core Infrastructure Service. Respond
timely to messages from Service Desk to join the Bridge and provide timely update on available
workarounds and estimated time to restore (ETA).
Responsible for communicating with the Incident Process Owner.
Point of contact for all Major Incidents.
Responsible for planning and coordinating all the activities required to perform, monitor, and report on
the process
Responsible for establishing continuous process improvement cycles where the process performance,
activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and
enhanced where applicable.
Offering end users multi-channel support by allowing them to create tickets via email, phone calls, and a
web-based self-service portal. Automatically convert emails to tickets.
Managing and tracking all incidents easily with a defined process through the entire life cycle by
configuring custom status.
Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions
and prevent recurrence of incidents.
Responsible for monitoring the workload per Tier 1 Analyst
Technical Support Engineer

Concentrix Technologies
Mar 2012 - Apr 2015 (3 years 2 months)
.Member of VMware Global Shared Service (GSS) team responsible for managing enterprise customer
worldwide (100K+) in diversified heterogeneous complex Production environments.
.SPOC /escalation contact for major, medium, cosmetic and feature request Incident Management team
for speedy resolution tracked via salesforce CRM.
.Coordinate with multiple internal resolver teams and external 3rd party/OEM vendors for hardware and
customized applications issue closures.
.Handling Customer service escalations and internal escalations.
.Owns all Incidents and Service Requests throughout the life-cycle
.Infrastructure Virtualization and Management support.
.Desktop & End-User Computing Solutions.
.Virtualization and Cloud Management licensing support and solutions.
.Reviewing and providing consultation for Licensing VMware products.
.Creating ESXi test environment and plans.
.Logging and maintaining the support request via Salesforce.
.Assisting new Analysts in providing first line support when workloads are high or where additional
experience is required and acting as an escalation point where difficult or controversial calls are
received.
Technical Support Associate

The Minacs Group
Mar 2011 - Jan 2012 (11 months)
.Technical support team member managing remote infrastructure support for a premium Wireless
Broadband Internet Service Provider in U.S.
. Providing first line technical assistance.
. Managing customer accounts (contracts, orders, services)
. Assisting new Analysts in providing first line support when workloads are high or where additional
experience is required and acting as an escalation point where difficult or controversial calls are
received.
. Perform schedule activities like daily checklist, service reboots etc.
. Trouble shooting and configuring wired/wireless routers, Adapters, Access points and print servers.
. Handling issues on networking and OS related issues.
. Assisting clients with resolving their hardware and technical issues.
. Assisting with Software/Hardware installations.
. 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).
Client Technical Support Associate (Dell Canada)

Dell Technologies
Dec 2010 - Mar 2011 (4 months)
Education
Bharathiar University
Master of Business Administration - MBA, Business Administration and Management,
General
Sathyabama University
BE, Electronics and Tele communications Engineering
Licenses & Certifications

VMware Certified Professional 5 – Data Center Virtualization - VMware
VMW-00936287N-00358445
VMware Certified Associate - Data Center Virtualization - VMware

VMW-00936287N-00358445
VMware Certified Associate – Cloud - VMware

VMW-00936287N-00358445
VMware Certified Associate - Workforce Mobility - VMware

VMW-00936287N-00358445
ITIL® Foundation Certificate in IT Service Management (ITILF) - EXIN
AWS Certified Solutions Architect – Associate - Amazon Web Services (AWS)

Issued Jan 2019 - Expires 2022
H2HXPXPC21V11ESB
Scrum Fundamentals Certified (SFC) - SCRUMstudy - Accreditation Body for Scrum

and Agile
712475
Six Sigma Yellow Belt - 6sigmastudy

700204
EXIN Agile Scrum Master - EXIN
6277751.20769652
Certified SAFe 5 Practitioner - Scaled Agile, Inc.

57897737-3591
ITIL® 4 Foundation: Introduction - Skillsoft
PRINCE2® Project Management Overview (2017 Update) - Skillsoft
ITIL® Foundation Certificate in IT Service Management - AXELOS Global Best

Practice
GR671321520MR
Skills
IT Service Management • Problem Management • Cross-functional Team Leadership • Incident
Management • ITIL Certified • Testing • Change Management • Service-Level Agreements (SLA) •
ITIL • Servers

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Muralikrishnaa RK

Chennai, Tamil Nadu, India

Advance Support Engineer

Technical Support Engineer

Technical Support Associate

Client Technical Support Associate (Dell Canada)

Licenses & Certifications

VMware Certified Associate - Data Center Virtualization - VMware

VMware Certified Associate – Cloud - VMware

VMware Certified Associate - Workforce Mobility - VMware

ITIL® Foundation Certificate in IT Service Management (ITILF) - EXIN

AWS Certified Solutions Architect – Associate - Amazon Web Services (AWS)

Scrum Fundamentals Certified (SFC) - SCRUMstudy - Accreditation Body for Scrum

Six Sigma Yellow Belt - 6sigmastudy

Certified SAFe 5 Practitioner - Scaled Agile, Inc.

ITIL® 4 Foundation: Introduction - Skillsoft

PRINCE2® Project Management Overview (2017 Update) - Skillsoft

ITIL® Foundation Certificate in IT Service Management - AXELOS Global Best

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