Rajiva Ranjan

Itil Certified With 5 Years 4 Months Experience In It Service Management Including Change Management & Service Request Management In Ites.
Pune, Maharashtra, India
ITIL Certification, PGDM
Talents
Work Experience
Senior Administrator
Full Time May-2017 To present 7 years 11 months
Responsibilities
  • During Transition • To attend Boot camp, KAP Sessions to gain a better understanding of the Client Environment, it’s processes, it’s infrastructure etc. • To review the existing Process for Change Management and suggest improvements based on the Best practices. • To prepare SOPs for Change Management for Future mode of Operation. • To test the Tool for Change Module, to find out the bugs and get it resolved with the concerned teams. • To Train the Service Desk, Technical Teams on Change Management so that they are aware of the process, its checkpoints, the work flow, roles and responsibilities, lead times, approval workflow, SOX requirements, KPIs and success factors and the interface with different processes. • To create a new RFC Template for raising changes to enforce standardization across our changes. • To prepare a list of Internal Assignment Groups, their scope and escalation matrix and share it with the client and Service Partners. After Go-Live ? To review the changes for thei
Achievements
  • • Won accolades and appreciations from the Service Partners for providing the on time support whenever needed. • Received Certificate of Excellence from the Client for Excellent contribution and dedication in Change Management tower and exceptional customer satisfaction.
Senior Change Consultant
Vodafone Global Shared Services Pvt Ltd
Full Time Oct-2014 To Jan-2017 2 years 3 months
Responsibilities
  • ? To manage and co-ordinate the network change requests for the client.
    ? To ensure the customer is informed at every stage of the change life cycle.
    ? Ensure that the CMDB (Configuration Management Data Base) is updated after the changes which impact the CI life cycle (Onboarding and decommission) are implemented.
    ? Training and updates to the Team & new joiners.
    ? To raise the Change request as per the requirement of the client and represent the change to the CAB (Change Advisory Board) for approvals.
    ? Ensure the CAB is informed on every possible impact of the change.
    ? Manage the queue to avoid unnecessary pile up of request.
    ? Ensure the changes are performed as per the guide lines of the client.
    ? Line up the changes in the change freeze in such a way that the change freeze instructions are not violated.
Achievements
  • ? Won accolades and appreciations from the customers, client and the stake holders for proactive and innovative value added solutions to meet their requirements.

    ? Topped the charts as a top performer several times.
Tech Support Associate
Full Time Mar-2013 To Oct-2014 1 year 7 months
Responsibilities
  • ? Service Desk - Good understanding of Digital workflow (Service center) SLA’s and Assignment groups.
    ? Good knowledge of Service desk environment & Service Request Management.

    ? Maintaining SLA of Mailbox.

    ? Hands on experience on RCA to determine SLA missed reasons.

    ? Training and updates to the Team & new joiners.

    ? Additional responsibilities include performing Complete RCA of tickets that got a dissatisfactory Survey.

    ? Analyze and Manage IMACs on Daily basis.

    ? Coordinating with the team for Daily Updates.

    ? Handling Escalation emails from Client.
Achievements
  • ? Topped the charts as a top performer in April 2014.
Education
Post Graduation Diploma in Management, Finance
Sinhgad Institute of ManagementUniversity of Pune
2010-2012
Bachelor of Engineering or Technology
Gandhi Institute of Advanced Computer and ResearchBiju Patnaik University of Technology
2004-2008 Score73%
? Participated in the Business Skill Development Programme conducted by MSME Development Institute, Cuttack at IACR Eng. College during August’07.
? Presented Paper on “Distributed Computing Network” in two day National Technical Seminar (TECHFEST-06) organized by IACR Eng. College, Rayagada (Orissa).
Extra-Curricular Interests

  • ? Won the Second prize in the Recitation competition at School Level.

  • ? Participated in the Inter-School Football and Volley Ball championship.

Profile Snapshot
Rajiva is based out of Pune & has studied Finance, PGDM-Post Graduation Diploma in Management from Year 2010-2012 in SIM-Sinhgad Institute of Management, University of Pune.
Rajiva Ranjan is Skilled in ITIL Certification, PGDM, Computer Applications