RE

Rajkumar Elango

available

Last update: 21.09.2022

Project Manager | Program Management | Service Delivery

Graduation: M.Sc - Software Engineer
Hourly-/Daily rates: show
Languages: English (Native or Bilingual)

Attachments

compendium-of-rajkumar-elango_jan-2022.pdf

Skills

 Customer Service | Service Delivery | Service Management  People Management & Employee Performance Enhancement  Customer Relationship Management | Client Service Management  Team Collaboration | Coaching | Mentoring | Training  Service Desks |IT Operations | Quality Assurance  Storage Management | Procurement Services | Vendor Management  Professional Services | Managed Services | Remote Infrastructure Services  Mergers & Acquisitions | Pre-Sales | New Business Acquisition & Engagement  Business Transition and Transformation Solutions  Business Continuity & Risk Management  Large-Scale Project Management & Program Delivery Management  Employee satisfaction | Employee bonding | Employee welfare

Project history

09/2022 - 09/2022
Service Delivery Lead - IT Infrastructure Services
IBM India Private Limited

Bangalore, India

* Single point of contact to the Project Executive, Clients, Partners, Competency leads
for the account specific
* Managed the end-to-end service delivery for the client's on-cost model for delivery,
including identification of cost reduction areas
* Worked with the client end service delivery managers to meet up all the required
deliveries within the agreed SLAs
* Functionally managed the entire client's technical environment, data centers,
through the delivery team, technical expertise, subject matter experts and the crosscompetency
leads
* Presented monthly and quarterly service reviews to the customers along with the
Project executive and other stakeholders
* Managed the entire service delivery elements for an existing module or a new
requirement of the business
* Identified opportunities for account growth and assist the DPE/PE with business
development
* Responsible for customer service, transforming customer requirements into
operational requirements
* To ensure all the service level metrics are met or exceeded for the customers




* Managed the cross-functional teams of technical experts, SMEs, third party vendors,
partners across various locations to ensure 'on-time' project deliverable
* Co-ordinate change management activities and ensure effective implementation of
the change with appropriate approvals and procedures
* Worked closely with the core client team to identify and resolve project issues and
mitigate risks
* Provided status updates to the Project sponsor/owner & other Stakeholders

Tour de force:

Recognized as the best delivery of excellence' for the clients - Diageo and HJ Heinz

09/2022 - 09/2022
Critical Incident and Business Continuity Manager - IT Infrastructure Services
IBM India Private Limited

IBM India Private Limited, Bangalore, India

* Conduct and review actual critical incidents and major incidents. Identifies appropriate
corrective actions and coordinates with the Client's implementation
* Manage every single event or series of events that create an immediate or imminent
threat of serious harm and/or trauma to business
* Support the business continuity & disaster recovery management policy and should be
read in conjunction with that policy
* Dealt with both the immediate consequences and long-term implications of any critical
incident to establish the systems and processes of the customer's environment are
stable and delivery is continuous
* Managed the teams that will be involved in the event of any critical and major incident
to coordinate the successful management of the incident's resolution
* Responsible to manage the designated location of the clients, where the critical incident
coordination team will meet as soon as practicable once an incident has been declared a
Critical Incident
* Managed and led all three major phases of the Critical Incident - Immediate response,
Crisis management and recovery from a critical Incident
* Preform the root cause analysis systematically. Usually as a part of an investigation, with
conclusions and root cause that were identified, backed up, documented with evidence
with the help of the technical expertise

Tour de force:

Awarded as the most successful Critical Incident Manager for Network Services
Delivery - Diageo

09/2022 - 09/2022
Process Lead - Service Desk
IBM India Private Limited

* Led the service desk process and training environment for EMEA and AP region
* Responsible to mentor the team, which includes feedback to service desk analysts, team
meetings, team briefing/update sessions, quality monitoring, CSAT analysis
* Work on getting the SLAs met for the clients
* Line of Business for the Asia Pacific region Country managers
* Responsible for handling process improvement projects with Project Managers and
Cross service line leads
* Managed escalation on change and critical incident management




Tour de force:

Awarded the best Lead title for managing the excellence of the Customer Services
and Service Desk new processes

01/2021 - 09/2022
Entrepreneur - Textiles and Restaurants
Raj Hospitality & Event Management Services; Cafe Bubbles; Chitraalayam Silks 'N Sarees

Management Services | Cafe Bubbles | Chitraalayam Silks 'N Sarees | Bangalore,
India.

* Founded and established the Cafes & Women's Boutique as an independent investor
and entrepreneur
* To manager the overall daily operations, providing directions, training the managers,
supervisors, chefs, staffs, developing business strategies, monitoring all aspects from
customer responses to sales data versus the customer satisfaction
* Taking end to end in-charge of brand development, deciding the daily menu, enhancing
productivity from the staffs, managing finances, overseeing the inventory segment,
procuring of restaurants' kitchen equipment, facilities, and vendor management
* Possess the important skills - creative and unique culinary skills, experience in food
service, leadership skills, innovative thinking with a knack for operations, and knowledge
of POS software, employee management software and financial management software
* Responsible for running the entire business Monitor food preparation methods, portion
sizes via remote camera technologies and interact with the kitchen and servicing staffs
* Directly investigated and resolved complaints regarding food quality, service, guests
table accommodations for better customer service and satisfaction
* Monitored budgets and payroll records, and review financial transactions to ensure that
expenditures are authorized and budgeted
* Maintained food and equipment inventories, and keep inventory records
* Established standards for personnel performance and customer service
* Maintain the corporate level relationship with the vendors and integrators
* Weekly, Monthly, Quarterly, Annual meetings with the staffs including the cleaners &
helpers worked with the company

01/2019 - 09/2022
Program Manager - Merger & Acquisitions, Procurement Services
IBM India Pvt. Ltd

* Program managing the US & UK procurement services for Merger & Acquisitions of IBM
* Led a team of thirty five of cross functional and cross domain US, UK based procurement
managers along with the cross functional supplier, vendor managers and integrators
* Managed the end to end Integration of the PMOs from the newly acquired organization
with IBM for a smooth program run on projects and operations related activities until
the services are operational and a BAU
* Corporate level program management of the end-to-end supplier & vendor services
moved from the acquired organization to IBM's current procurement systems, business
units, competencies, cross functions.
* Weekly, Quarterly, Annual round table conferences with the board members of the
program and project management of the acquired company and IBM over the program
and project plans, met timelines, projects completed, risks involved, mitigation plans
and expected execution timelines, transition status, transformation smooth run steps
* Responsible for the goals and KPI specifics for the entire team worked at different
domains across the organization internally and externally from the acquired company
* Managing the weekly, monthly, quarterly and annual compliance report over the supply
chain systems with the management teams from both the organizations leaders

Tour de force:

Recognized as an impactful Global Program delivery manager in terms of effective
collaboration with external teams, cross-functional domains to value-add towards
the client satisfactory services and organizational growth with respect to the
mergers and newly acquired companies with IBM.

01/2016 - 09/2022
Technology Solutions Project Manager - Storage Solutions
EMC² India Private Limited

Private Limited, Bangalore, India.

* Heading end-to-end large scale project management for entire North Americas
* Managed the entire PMO - North Americas from Bangalore project management desk
* Responsible for spear-heading multiple projects across numerous Fortune 500
companies and overall resources of 100+ including project leads, delivery managers and
solutions architects
* Efficient handling of various multi complexity deals involving sensitive customers with
several stake holders to the project and challenging deliverable with stringent timelines
* Successful track record towards timely and quality execution of high revenue projects
worth $11M across Americas in the time line of just 8 months
* Effective escalation management and solutions to ensure resolution in repetitive issues
* Ensure that program deliverable are met timely and efficiently within the SLAs
* Organize and manage cross-functional problem resolution efforts as required and
manage the entire delivery team across various competencies
* Maintain awareness of trends, business conditions and internal process and practices
impacting project/program(s)
* Identify areas of risk/opportunities and influence and implement continuous
improvements to ensure the overall positive drive throughout the project
* Develop tools and analytic to support project/program success factors




* Develop communications and presentations to ensure communication of
project/program initiatives, messages and status to appropriate stakeholders
* Make recommendations to board of global project management office and program
management office as necessary
* Manage communications with the cross-functional leaders across multiple areas and
competencies, partners globally
* Manage contents management and other communications team for necessary
communications for successful delivery and project execution across North Americas
* Managing the overall people management within the project team, delivery team,
technical expertise, Solution Architects, Implementation Specialists, Business Operations
* Led the product development and service offering team - to manage, develop, upgrade
the services for the customers' requirement based on their existing and or new
infrastructure
* Managed the project team of - solutions architects, edge content developers, technical
writers, publishers, who are the hardcore members in the service development
environment
* Aligned to the technological group leaders, as a technology solutions project manager, it
is the essence of conducting regular meetings with the product divisional heads, product
team SMEs, sales head of the divisions, portfolio leaders in order to ensure - all the
products and services are intact and aligned as per the customers' requirements and
needs
* To work closely with the Service Quote Centers across the EMC global, to understand
and determine the actual technological needs of any customers of EMC products and
services

Key Customer's - Projects Executed: Around 50+ individual Organization - customers'
projects had been managed over the years across the - Infrastructure managed services,
Service delivery, Project management, Consulting services, Infrastructure and Applications
services, Global migration operations and systems set up

To List of a few major Org/Customers with high spend portfolio to the Organization are -

AEP (American Electric Power) - Headquartered in Columbus, Ohio, AEP is one of the largest
electric utilities in the U.S., serving over 5 million customers in 11 states, which owns -
Nearly 38,000 megawatts of generating capacity - More than 40,000-miles of electricity
transmission network - the largest in the nation - More 765 kilo-volt extra-high voltage
transmission lines than all other U.S. transmission systems combined.

Managed the entire migration systems of move production infra and applications from the
current DC to the new DC for -

1. 700 Servers
2. 340 Production Applications
3. 165 Move events
4. "Like for Like" at the time of Migration for -
a. Application code
b. Applications, Middleware, Database Software
c. Operating system version
d. Server performance, Availability, or Security

01/2010 - 09/2022
New Businesses Engagement Manager - IT Infrastructure
IBM India Private Limited

Private Limited, Bangalore, India

* Managed the acquisition of new Businesses, Business Development, Engagement &
Transition
* Solution's, Bid Management, Proposal writing, Sizing for a new business proposal
* Worked with the Core Business Finance team, for new proposals and for all the
newly won businesses through the geography business engagement
* Led the new business engagement from Asia Pacific, EMEA and ASEAN business
engagement team from new business stance for India GDC




* Worked with APAC business heads and Executives from Australia, New Zealand,
Japan, Singapore, Malaysia and EMEA - from UK, Netherlands to propose, review
and get the business approval
* Resource Management is one of the key environments, worked along to get the
resources planned and hired for any new engagement that are in the pipeline for
India Business Center for delivery
* Articulate the required solutions to the competencies and involve the competency
leads to work along to get the headcounts and full-time employee numbers to pitch
in for the specific competency's sign off
* Met with clients, geography executives, to elaborate the solutions derived and
present the complete solutions for any new deals


Key Customer's - New deals & Wave deals engaged and signed:

Geo Clients
o Vodafone, AU | Qantas, AU | BHP Billiton, AU | Telstra, AU | BHP Billiton, Singapore
o Maxis, Singapore | Sony, Japan | Lenovo, China

Domestic Clients
o Amul | Apollo DKV | Bharti Airtel | DLF | Eureka Forbes | Zydus Cadilla

Tour de force:

Signed off more than 60 new businesses & Lift & Shift contracts for the Organization
Awarded the best business acquisition engagement manager for the global delivery
center, Asia Pacific
Set up a new system of excellence strategy between the new business engagement
team along with the transition team, delivery team within the organization

01/2004 - 09/2022
Technical Service Executive - Account Trainer / Quality Analyst
MPHASIS India Private Limited

India Private Limited, Bangalore, India

* Worked towards all the end users' technical queries and set up of their network
* Trained all the new batches for the account
* Monitored CSAT and provide feedback on call quality for newly hired technical teams
* Developed QA feedback score card for the management review
* Led a successful project on training, escalation process and CSAT development
* Handled level-3 escalations on the DSL, LAN, Routers / Modem technical functions
* Mentoring the live project technical experts and provide necessary feedback to the
newly hired engineers, trainers, quality analysts.

Tour de force:

Awarded the successful and effective Subject Matter Expert and Process Trainer

Local Availability

Only available in these countries: India
Profileimage by Rajkumar Elango Project Manager | Program Management | Service Delivery from Bangalore Project Manager | Program Management | Service Delivery
Register