Open to opportunities

Guru raj

@gururaj

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Experienced Technical Account Manager with over 21 years in IT.

India

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What I'm looking for

I seek a role that fosters collaboration and innovation, focusing on customer success and operational excellence.

I am a dynamic professional with over 21 years of experience in Information Technology, specializing in Technical Account Management within Business Process Outsourcing Operations. My journey has been marked by a commitment to ensuring that our customers' IT environments meet their business needs seamlessly. At Kyndryl, I have honed my skills in managing complex IT systems, particularly in multi-cloud environments, and have been instrumental in driving operational excellence through effective incident, problem, and change management.

Throughout my career, I have successfully led critical incident management and delivery excellence initiatives, ensuring the highest standards of service delivery. My ability to communicate effectively with stakeholders and manage cross-functional teams has been key to my success. I am passionate about leveraging technology to enhance customer satisfaction and operational efficiency, and I take pride in my track record of achieving significant improvements in service quality and performance metrics.

Experience

Work history, roles, and key accomplishments

Technical Account Manager

Kyndryl

Apr 2021 - Present (4 years 2 months)

Ensured customer IT environments met business needs by orchestrating system setup and installation, and troubleshooting issues. Managed complex assignments and projects across multiple platforms, ensuring high backup and restore rates for Multi Cloud Managed Services (MCMS).

Technical Account Management Multi Cloud Managed Services (MCMS)Incident Management Problem Management Change Management Release Management SLA Management

Client Excellence Lead

IBM India

Feb 2019 - Present (6 years 4 months)

Led critical and major incidents to closure across multiple vendors, ensuring clear communication with stakeholders and customers. Managed service quality and performance, including availability, backup, and disaster recovery, for assigned customer accounts.

Incident Management Service Management Tools (BMC Remedy Stakeholder Management Vendor Management Problem Management Change Management Availability Management Release Management

Lead Delivery Analyst

IBM India

May 2014 - Present (11 years 1 month)

Analyzed defects and drove quality improvement by reviewing Root Cause Analysis (RCA) documents and providing feedback. Developed broadly applicable solutions for process improvements and conducted statistical analysis on quality metrics reports.

KPI Analysis SLA Management Root Cause Analysis Process Improvement Statistical Analysis ITIL

Critical Incident Manager

IBM India

Oct 2010 - Present (14 years 8 months)

Managed critical incidents for British Gas Group and served as Duty Manager for Internal Global Accounts. Coordinated recovery from major incidents, updated incident records, and participated in problem resolution.

Incident Management Service Recovery Incident Knowledge Base

System Administrator

ACS, a Xerox Company

Jul 2009 - Present (15 years 11 months)

Supported multiple applications and played a role as a Transition Manager for various client systems. Managed applications including GroupWise 8.0, Avaya, Call Management System (CMS), and Siebel Analytics.

System Administration Application Support Transitions GroupWise Avaya Siebel Analytics

L3 Support Engineer

Hewlett-Packard (HP)

Aug 2006 - Present (18 years 10 months)

Supported Compaq Presario and Pavilion desktops for the US region, resolving technical issues and maintaining high customer satisfaction. Progressed from Technical Support Engineer to L3 Software Engineer, supporting servers and managing incidents, problems, and changes.

Technical Support Troubleshooting Customer Satisfaction L3 Software Engineering Incident Management Problem Management Change Management Release Management Data Center Consolidation (DCC)

Technical Support Engineer

Hewlett-Packard (HP)

Dec 2003 - Present (21 years 6 months)

Provided technical support for Compaq Presario and Pavilion desktops in the US region, resolving simple issues over calls while meeting SLAs. Maintained high-quality scores and received customer appreciations.

Technical Support Customer Service Troubleshooting SLA Management Desktop Support Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

ICFAI University

Master of Business Administration, Business Administration

Currently pursuing an MBA program at ICFAI University, focusing on advanced business administration principles and practices. This program is enhancing my strategic management and leadership skills.

B.H.S. First Grade College

Bachelor of Science, Computer Science, Mathematics, and Statistics

Completed a Bachelor of Science degree with a triple major in Computer Science, Mathematics, and Statistics. This comprehensive program provided a strong foundation in analytical and computational skills.

Christ University

II PUC (Pre-University Course), PCMB (Physics, Chemistry, Mathematics, Biology)

Completed the II PUC program with a focus on Physics, Chemistry, Mathematics, and Biology (PCMB). This course provided a strong scientific and mathematical foundation for further studies.