Manoj Kumar Rajendran
Summary
Dynamic IT Service Management Consultant with a proven track record at Tata Consultancy Services, specializing in ServiceNow administration and project management. Enhanced operational efficiency through streamlined processes and effective training. Adept at incident management and fostering continuous improvement, driving client satisfaction and team collaboration.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Service Management Consultant
Tata Consultancy Services
10.2013 - Current
- Collaborated with cross-functional teams to gather requirements and ensure alignment with business objectives.
- Streamlined change management processes using ServiceNow, reducing approval cycle times significantly.
- Led integration of third-party systems (JIRA, New Relic) into ServiceNow, improving data accessibility and workflow automation.
- Gathered business requirement from customer and successfully implemented Walk-up Experience module, functionality in ServiceNow
- Streamlined business processes for improved workflow management through the customization of ServiceNow forms and fields.
- Delivered support training to help customers learn key features of applications.
- Led service management initiatives to enhance client satisfaction and streamline operations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Analyzed service delivery processes to identify areas for improvement.
- Supported implementation of service management tools to enhance operational efficiency.
- Collaborated with team members to gather data for service performance evaluations.
- Contributed to documentation of best practices for service management protocols.
- Implemented ITIL best practices in ServiceNow modules, enhancing incident management and service delivery.
- Created Statement of Work (SoW) for multiple projects and ensured timely delivery of services
Subject Matter Expert
IBM India Pvt Ltd
10.2012 - 09.2013
- Conducted in-depth analysis of industry trends to inform strategic decision-making processes.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined operational processes, resulting in improved efficiency and reduced time-to-market for new initiatives.
- Mentored junior staff, fostering professional development and knowledge sharing within the team.
- Collaborated with stakeholders to define project requirements, ensuring alignment with business objectives.
- Coordinated resolution efforts for high-impact incidents, ensuring minimal service disruption.
- Led post-incident reviews, identifying root causes and implementing preventive measures.
- Managed communication with stakeholders during major incidents to provide timely updates.
- Streamlined incident management processes using ITSM tools to improve efficiency and accuracy.
- Collaborated with cross-functional teams to ensure alignment on incident resolution strategies.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
Technology Consultant
Hewlett Packard GlobalSoft Pvt Ltd
11.2009 - 09.2012
- Led cross-functional teams to implement technology solutions aligned with client needs.
- Analyzed client requirements to recommend suitable software and hardware configurations.
- Mentored junior consultants on best practices in solution development and client engagement.
- Facilitated workshops to gather feedback and foster collaboration among stakeholders.
- Established frameworks for evaluating project performance, enhancing overall efficiency.
- Mentored junior team members to foster professional growth and promote knowledge sharing within the organization.
- Conducted assessments of existing systems to identify areas for improvement and innovation.
Software Engineer
Teamware Solutions Pvt Ltd
05.2005 - 11.2009
- Assisted in code reviews to maintain quality standards and improve team efficiency.
- Documented technical specifications and user guides for software projects, facilitating knowledge transfer within the team.
- Supported testing efforts by writing unit tests and performing integration testing, improving overall software quality.
- Collaborated with software engineers to develop and test application procedures for system efficiency.
- Investigated and resolved application functionality issues.
Education
Bachelor of Information Technology - Information Technology
Kongu Engineering College
Erode, IndiaSkills
- ServiceNow Admin
- Project Management
- IT Service Delivery & Operations
- IT Service Management
- Incident management
- Service design
- Service strategy
- IT Service management
- Customer service management
- Continuous improvement
- Training and mentoring
Accomplishments
- Service Commitment award for completing ten years of service
- Outstanding Performance award for the extraordinary customer service provided
- Contextual Master award for bringing best practises to the organization
- 'Customer Recognition' honour for most valuable resource
- Bright star award for excellence an quick learning
- Star performer aware for consistently meeting customer deliverables and ideal source of motivation for the team
- Outstanding Performance award for the extraordinary customer service provided
- Highflier award for demonstrating excellent leadership skills and the ability to guide colleagues with complex issues.
Accomplishments at Tata Consultancy Services:
Accomplishments at Hewlett Packard GlobalSoft Pvt Ltd:
Certification
- ITIL 4 Foundation certified
- Service Integration and Management (SIAM) certified
- ITIL V3 Intermediate MALC Expert certified
- ITIL V3 Intermediate Continual Service Improvement certified
- ITIL V3 Intermediate Service Operation certified
- ITIL V3 Intermediate Service Transition certified
- ITIL V3 Intermediate Service Design certified
- ITIL V3 Intermediate Service Strategy certified
- ITIL V3 Foundation certified
Timeline
IT Service Management Consultant
Tata Consultancy Services
10.2013 - Current
Subject Matter Expert
IBM India Pvt Ltd
10.2012 - 09.2013
Technology Consultant
Hewlett Packard GlobalSoft Pvt Ltd
11.2009 - 09.2012
Software Engineer
Teamware Solutions Pvt Ltd
05.2005 - 11.2009
Bachelor of Information Technology - Information Technology
Kongu Engineering College