Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rajnesh Koul

Melbourne,VIC

Summary

Rajnesh Koul is an IT Professional with over 20 years’ experience in managing IT project delivery through management of ITSM processes. He has worked for leading organisations in Australia & across the globe such as Accenture, Macquarie University, ING, Barclays etc. He not only possesses extensive IT knowledge but also has strong leadership and relationship management skills.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Cloud Transformation and Migration - Associate Manager

Accenture
01.2022 - 11.2023
  • Acting as a Service Manager, the role involved management of ITSM processes, (Incident, Request, Change Management) for the client
  • SPOC for all client queries/escalation for all ITSM matters
  • Ensured all tickets are prioritised and resolved as per the assigned priority
  • Chaired weekly SLA meetings with key stakeholders from the client side.
  • Handled responsibilities successfully in manager's absence.
  • Tracked project milestones and communicated updates to stakeholders.
  • Identified opportunities for process improvements and increased efficiency.

Release Specialist

Mercer
04.2021 - 12.2021
  • The job involved being the main point of contact for coordination of client specific releases and environment management
  • I worked across diverse teams to co-ordinate technical change in the production environments across Mercer IT division
  • I worked across the release lifecycle to track and monitor projects and defects to ensure that are delivered on time and to our desired standard of quality.
  • Developed and maintained a repository of all released versions of software applications.
  • Coordinated with external vendors for third-party components used in the release process.
  • Ensured compliance with applicable regulations and industry standards when releasing new products or features.
  • Maintained accurate records of all releases and their associated documentation.

IT Process and Change Manager

Macquarie University
08.2010 - 12.2020
  • Coordinating, monitoring, and facilitating the Informatics Services ITSM processes
  • Ensuring Incident, Request, Change, and other ITSM processes follow the defined process
  • Ensuring changes to the Change Management process are clearly defined and communicated to the user base
  • Ensuring issues relating to ITSM processes are reviewed and remedial action is recommended
  • Reporting on corrective and preventative actions in order to improve internal processes and utilise lessons learned in future deployments and changes
  • Relationship Management of key stakeholders across IT and the business who interface with ITSM processes
  • Defining, implementing and supporting the release management process
  • Chairing the Change Advisory Board
  • Maintaining and distributing the forward schedule of change
  • Ensuring all CR’s and technical assessments are reviewed and infrastructure impacts identified.
  • Performed post-implementation reviews to evaluate success of new initiatives.
  • Created communication plans to ensure stakeholders were informed of changes throughout the process.
  • Identified success metrics and regularly reported on progress and gaps.
  • Facilitated workshops with teams to discuss new processes, procedures, and systems related to the change initiative.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Change Manager

Alphawest Services Pty Ltd
08.2009 - 07.2010
  • Was involved in the transition of the Change Management tool from HP Service Desk 4.5 to HP Service Manager 7
  • Achieved high rate of successful implementations of RFCs with very less rollbacks
  • Was a part of the process improvement team.

Independent Consultant (Sales)

Dreams Global Pty Ltd
01.2009 - 07.2009
  • Contractual role which included travelling to sites in regional Australia and selling Austar (Satellite TV) to customers
  • Management of the daily activities of Product Demonstrators in Kiosks to prepare demos and interact with shoppers
  • Management of sale targets of self and team

Change Assurance Analyst

Steria India Ltd
01.2007 - 10.2008
  • The role included managing the IT Infrastructure/Application changes for Barclays Bank
  • This included management of the administrative activities pertaining to Change & Release Management inclusive of Change Analysis, Change Requests review/approval and implementation of Changes
  • Facilitated weekly CAB (Change Advisory Board) meetings, coordination of global conference calls with stakeholders and change implementers
  • Worked in coordination with IT Support Teams, Incident & Problem Management and Project Managers to push the Request for Change (RFC) from inception to its deliverance
  • Engaged with stakeholders of all levels across IT/Business to obtain sign-off for proposed IT Changes
  • Acted as a point of contact for Change tracking, Change Implementation and Change Analysis
  • Transitioned the whole change management role from UK to India
  • Was responsible to handle client expectations
  • Handled client expectations by regularly interacting with clients and improving stability
  • Was involved in process improvement which resulted in improving the client experience.

Operations Lead

CSC
02.2004 - 12.2006
  • The position involved the management of overall IT infrastructure operations that included providing Systems monitoring and level 0 support
  • Acting as a SPOC for escalated issues from the clients
  • Providing guidance and mentorship for junior staff members.
  • Leading a team to ensure operational processes and procedures are followed efficiently and effectively.
  • Worked as Queue & SLA Manager
  • Respond to customer escalations on time
  • Joined as a team member and became an operations lead in 1 year
  • Started with a team of 4 people and expanded the team to 16 members
  • Was involved in interviewing and recruitment for my team.

Territory Technical Executive

NIIT Ltd
01.2003 - 02.2004
  • Worked as a TTE in the K-12 Division of NIIT Ltd
  • This division looks after the school education program of NIIT (NIIT@school).

Testing Engineer

ACL Wireless
05.2002 - 01.2003
  • ACL Wireless - Testing Engineer May 2002 - Jan 2003
  • Testing of the ACL WIM, software developed by ACL which would let users of mobile phone chat with their friends who were on Yahoo, MSN or ICQ messengers.

Education

Masters of Computer Applications -

University of Pune
04-2002

Bachelors of Commerce -

Ramjas College - Delhi University
04-1999

Skills

  • ITIL Practitioner
  • IT Change Management
  • IT Release Management
  • ITIL Process Management
  • ITSM
  • IT Service Request Management
  • ServiceNow
  • Incident Management
  • Information Technology Service Management
  • Information Technology Service Delivery
  • ITIL Framework
  • ITIL Service Management
  • ITIL v4

Certification

  • ITIL v4 Foundation Certificate in IT Service Management, Axelos, 05/2022, True
  • ITIL Practitioner Level Certificate, True

Timeline

Cloud Transformation and Migration - Associate Manager

Accenture
01.2022 - 11.2023

Release Specialist

Mercer
04.2021 - 12.2021

IT Process and Change Manager

Macquarie University
08.2010 - 12.2020

Change Manager

Alphawest Services Pty Ltd
08.2009 - 07.2010

Independent Consultant (Sales)

Dreams Global Pty Ltd
01.2009 - 07.2009

Change Assurance Analyst

Steria India Ltd
01.2007 - 10.2008

Operations Lead

CSC
02.2004 - 12.2006

Territory Technical Executive

NIIT Ltd
01.2003 - 02.2004

Testing Engineer

ACL Wireless
05.2002 - 01.2003

Masters of Computer Applications -

University of Pune

Bachelors of Commerce -

Ramjas College - Delhi University

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