Raghavendra Ananthapadmanabhan (Raghav)

Mobile No : +61 444577136

Adelaide, Australia
E-Mail: raghav111@gmail.com

PROFILE SUMMARY

An enterprising professional having managed diverse and progressive role. Proven success of 15 years
in IT Service Management, IT Service Operations and Digital Service Delivery roles in diverse business
domains.
Highly motivated, detail-oriented, concise and well organized. Effectively able to assess situational
need, develop and implement creative solutions. A critical thinker, effective under pressure with
excellent time-management, analytical and communication skill. Possesses a strong customer service
orientation with delivery focus.

SKILLS & COMPETENCIES

 Guided large-scale initiatives, valued at $5M+, involving the transition and upgrades of enterprise
systems and consolidation of disparate systems; enabled seamless transition to new platforms with
no unscheduled downtime.
 Demonstrated Application design validation and infrastructure solutions against business continuity,
disaster recovery and resiliency service governance practices.
 Provided 99% customer satisfaction and 95% SLA attainment
 Demonstrated experience in hiring, leading, coaching and developing high performance teams
 Experience in managing global, cross-functional teams across diverse cultures
 Demonstrated ability to engage and gain confidence of senior leaders and build rapport with relevant
internal stakeholders
ORGANISATIONAL EXPERIENCE

ICT Service Delivery Specialist at SA POWER NETWORKS April 2019 - Present

 Managing SA Power Networks Customer facing and business applications ensuring 24/7 availability
and support.
 Collaborate with various organizational departments from HR, Finance, Field Services, Network
Management, Governance& Regulation and Strategy & Transformation to understand the business
processes and make sure the day-to-day IT Services are delivered within the agreed SLA's (Internal).
 Establishing relationship with business partners through conducting regular meetings to understand
the changing business requirements, identifying the existing gaps in the process and providing
solutions delivering value and efficiency.
 Managing the service delivery team to deliver high quality customer service through the appropriate
use of systems and resources.
 Managing Incidents and driving first call resolution to achieve end user satisfaction. Involve in Root
cause analysis meetings post major incident to drive permanent solution, eliminating single point of
failure and ensuring proactive monitoring.
 Implementing the best practices through proposing automation and application integration within
ServiceNow.
 Managing and Establishing relationship with various SaaS Cloud Vendors from Microsoft, Atlassian,
HP Microfocus, Oracle, Kiteworks and third-party vendors for SLA Compliance, product performance
monitoring, licensing, Software upgrades etc.

Service Delivery Lead at Verizon Data Services India (P) Ltd November 2013 – Sep 2018
 Project - Verizon Connect 
 Implement and support an overall service delivery strategy, specific to the company’s core
infrastructure and systems, leverage best practices applications, software, and system platforms.
 Planning and managing resources for the project including recruitment, logistics, contracting, assets
management and conflict resolution.
 Manage service delivery for a suite of our Verizon Connect customers across US, Germany and China
providing day to day operational guidance. Represented the Delivery team at customer facing
monthly service control board meetings.
 Planning project activities viz. scoping, estimation, tracking, change management, delivery
management & post implementation support.
 Handling end-to-end technical solution as per SLA requirements and creating a high-performance
environment in team by appropriately recognizing the key contributors.
 Responsible for 24/7 monitoring of IT Environment and Support, for running an ITIL compliant
operation and enforcing security and compliance requirements. 
 Providing On-Call Support for Executives and Escalations. Responsible for driving Major outages and
conducting RCA sessions ensuring Customers and Senior management were notified and updated on
the status and progress.
 Designing, tracking and publishing periodic dashboard reports on the status and risks of the project;
preparing agenda for steering committee, recording MOM and follow-up.
 Developing and maintaining knowledge management portal, historical database of SOW’s, process,
lesson learnt and plans.
 Liaising with the various IT and business stakeholders to drive the development of the Global Service
Desk transformation strategy, operating model and end user improvement plan
 Establishment and monitoring of Key Performance Indicators (KPIs) for assigned features. (i.e.
provisioning process, command, and control, etc.). Ensuring all incidents are handled and resolved in
accordance to the SLA agreed.
 Chair periodic Change Advisory Board Meetings, release planning and Post Implementation Review
Sessions amongst key stakeholders.

Tactical Resource Manager at Verizon Data Services India (P) Ltd June 2008 – November 2013

Project -Verizon Global Support Services

 Provided 3rd tier support Verizon’s Global Customers by delivering technical solutions to clients to
support them with setting up, fixing or improving their Azure infrastructure.
 Documenting the bottlenecks identified with respect to Disk, CPU, Memory, OS, Network, Process and
coordinate with the support owners to ensure application availability target 99.977.
 Identifying single point of failures and performing risk assessment to eliminate major service
breakdowns.
 Coordinate with the customers for business process analysis and understanding technical & functional
specifications.
 Real-Time monitoring of production environment ensuring all critical alerts are identified, logged,
diagnosed, and resolved to closure and responsible for quickly resolving complex issues including
system crashes, network slowdowns, connectivity problems, security breaches, virus attacks and
more.
 Manage and monitor different levels of the server stack: process monitoring, memory monitoring,
disk usage, uptime monitoring through writing bash scripts.
 Maintained an inventory of all hardware and software for the company, also responsible ordering all
IT related hardware, software, and network components.
 Support more than 1,000 mission-critical applications for Verizon and Verizon Wireless. Manage crisis
outages, work escalated help desk trouble tickets and monitor alerts pro-actively to resolve and
prevent outages.

Subject Matter Expert at HCL Technologies July 2005 – June 2008

 Coordinated ongoing technical support for clients, helping resolve errors and usage problems impacting
performance and productivity.
 Educated non-technical team members about functionality, security, and use of different databases.
 Compiled and defined business requirements gathered from technical personnel and users to understand database
needs and establish design scopes.
 Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business
targets.
 Monitored processes such as Event and Asset Management.

EDUCATION
 Bachelor of Science, Engineering Technology from Bharathiyar University 2001
CERTIFICATIONS

 Certified ITIL V3 Intermediate – EXIN

 Certified RedHat Linux Administrator – RedHat
 Certified PRINCE2® Foundation in Project Management
 Certified VMware Vsphere 5

PERSONAL DETAILS

Language Proficiency English, Tamil & Kannada

Work Rights Full Working Rights Across Australia

Strong candidate ; Ok with contract roles and daily rate would be 950-1000 negiotiable ; can relocate
to Sydney.
Moved in Australia in 2019, start with 675 currently getting 850
Currently in bridging visa- 020
1st nov 1980