Ranjith P

• Designed and executed IT service management strategies, aligning them with business objectives to enhance service delivery. • Supervised and mentored a team of IT service management professionals, fostering a culture of continuous improvement. • Developed Power BI dashboards for analytical reporting, providing actionable insights that informed key stakeholder decisions.

Skills: General Management · Operations Management

• Directed service delivery for SAP ERP systems and ITSM frameworks, boosting operational efficiency and service quality. • Oversaw change and incident management workflows using Jira and ServiceNow, ensuring prompt issue resolution and minimal downtime. • Developed and sustained Power BI analytics dashboards, enhancing decision-making with dynamic, real-time data insights. • Served as an Agile Coach, orchestrating Scrum ceremonies and fostering a culture aligned with Agile values and methodologies. • Leveraged Six Sigma and Lean strategies to diagnose and eliminate inefficiencies, streamlining service processes. • Handled escalations, major incidents, and problem management efforts to mitigate disruptions and maintain business continuity. • Established and enforced SLAs and KPIs, aligning performance metrics with strategic business and IT objectives. • Elevated customer satisfaction and operational outcomes by driving process enhancements and automation strategies. • Monitored process compliance, measured key metrics, and promoted best practices to raise service delivery benchmarks.

• Managed end-to-end service delivery for IT infrastructure and applications, aligning with business requirements. • Designed and implemented Power BI reports to track and analyse service delivery metrics, improving visibility and decision-making. • Acted as an Agile Coach, facilitating Scrum ceremonies and fostering collaborative team culture. • Applied basic project management techniques to ensure successful execution of IT initiatives. • Leveraged Six Sigma and Lean methodologies to streamline processes and improve operational efficiency. • Orchestrated major incident management and change management processes, delivering high service uptime and performance. • Managed and governed escalations, ensuring timely resolution of critical incidents and alignment with best practices. • Led cross-functional teams in fast-paced environment, fostering collaboration and continuous improvement. • Evaluated current technology infrastructure, formulated future technology strategies, and oversaw the implementation of ITSM BMC Remedy across Engineering, Development, and Product teams. • Analysed IT service data to identify improvement opportunities and implemented strategies for enhanced service quality.

• Acted as primary liaison for ITSM service delivery, overseeing incident, problem, and change management initiatives. • Directed service level adherence and implemented risk mitigation measures to maintain superior service performance. Served as escalation lead and central point of contact for Service Desk, Incident, Change, and Problem Management across infrastructure and application teams. • Ensured prompt resolution of issues, achieving high first-call resolution (FCR) rates for service desk and incident management. • Managed critical incidents (P1 & P2) and conducted thorough root cause analysis (RCA) to prevent recurrence. • Coordinated risk assessments, rollback plans, CAB meetings, and change impact analyses to support seamless service changes. • Reviewed and monitored reports for RCA, Post-Incident Reviews (PIR), Post-Change Reviews (PCR), and Major Incident Reviews (MIR). • Prioritised and negotiated resolution of high-severity tickets, ensuring timely follow-ups and outcomes. • Monitored ITIL framework adherence among coordinators, ensuring processes met organisational and service expectations.

• Directed team of 14 professionals in overseeing ITSM processes, ensuring delivery of top-notch services to internal and external stakeholders. • Spearheaded initiatives for continuous service improvement, boosting service quality and client satisfaction