Prasanna Rajah
Grafton,MA
Summary
Experienced delivery manager with a proven track record of consistently delivering exceptional service in accordance with SLAs and contractual commitments. Skilled in effectively managing global delivery teams and third-party vendors while ensuring adherence to ITIL standards. Proficient in driving operational efficiency, optimizing costs, and achieving high levels of client satisfaction through the implementation of innovative solutions and transformation initiatives. Extensive experience in financial management, resource optimization, and successful implementation of cutting-edge technology to support organizational objectives.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service Delivery Lead
Avanade (A Microsoft - Accenture Company)
01.2022 - 03.2024
- Managed a team of 50+ shared resources, including Service Delivery Managers, Enterprise Service Desk, Network Monitoring, and Sec Ops teams, ensuring effective handling of end-to-end delivery
- Ensured service level agreements (SLAs) were met and exceeded, enhancing service delivery and maintaining high customer satisfaction
- Served as the primary point of contact for clients, addressing concerns promptly and professionally.
- Developed and maintained real-time dashboards and comprehensive reporting for stakeholders, providing transparency and actionable insights
- Implemented ITIL best practices around incident management, request management, major incident management (MIM), change management, and knowledge
- Collaborated with leadership to define and execute innovative strategies aligned with client objectives
- Management Runbook (KBA, SOP), resulting in a 20% increase in first-call resolution rates and a 15% reduction in incident response time
- Identified and conducted root cause analysis to identify and resolve recurring issues and drive service improvements
- Proactively Identified risks and implemented mitigation strategies to minimize operational impact
- Provided strategy and direction to continually improve operational effectiveness, CSAT, performance, service availability, and process automation as a part of Continuous Service Improvement (CSI)
- Act as an incident manager engaged with cross-functional teams and subject matter experts on Major incident issues
- Collaborated with sec-ops teams to assess security requirements, design security solutions, and deploy security controls to protect critical assets
- Managed the end-to-end delivery of medium-complex infrastructure projects, including network upgrades, server deployments, cloud migrations, and data center expansions
- Analyzed performance metrics to identify areas for improvement and implement corrective actions.
Service Delivery Manager
Virtusa Corporation
08.2013 - 12.2021
- Managed a team of 30+, including Tier 1 and Tier 2 Service Desk, Network Operations, Applications, and Infrastructure Support Teams
- Assisted with transition activities, including due diligence, scoping and planning, and knowledge transfer phases
- Led multiple high-profile IT projects, including network infrastructure upgrades, cloud migrations, and ERP system implementations, ensuring successful delivery within budget and time
- Designed and implemented continual service improvement plans, achieving measurable performance enhancements
- Acted as the primary point of contact for incident escalations and major incidents and assisted with root cause analysis (RCA) tasks, leading the documentation of after-action summaries (AAS) reporting
- Exceeded SLAs, maintaining a customer satisfaction rate of 98%
- Liaised with clients to understand operational challenges and implement improvements plans
- Spearheaded automation initiatives, driving cost efficiency and service optimization
- Managed third-party contracts to drive delivery of required services.
- Generated actionable insights through ServiceNow reporting and presented findings to senior leadership
- Managed project revenue financials and reported to leadership
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
Systems Support Engineer / Team Lead
Millennium IT
02.2011 - 02.2013
- Company Overview: Member of London Stock Exchange
- Delivered remote support and ensured the availability of corporate LAN/WAN infrastructure, including servers, Exchange servers, domain controllers, Active Directory, client workstations, and printers
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
Senior System Engineer/Project Lead
Tetran Pvt (Ltd)
03.2008 - 09.2010
- Company Overview: Australian Based Company
- Provided subject matter expertise on Microsoft infrastructure products (Active Directory, Microsoft Exchange)
- Offered product support for customers such as enterprises, small businesses, and government institutions in Australia
- Led the 24x7 Network Operations with a team of 12+
- Managing 200+ Devices across 35 sites in Australia
- Australian Based Company
Technology Specialist / Technical Account Manager
Ceylinco Micro Technologies
06.2005 - 03.2008
- Company Overview: Microsoft Development Partner
- Provided product support on Microsoft infrastructure technologies and technical account management
- Prepared project proposals for product positioning and infrastructure designing
- Proactively interfaced with customers on-site to manage technical issues and collaborated on planning, implementation, skills, knowledge transfer, and day-to-day operations of new/upgraded Microsoft technologies
- Managed, resolved, and streamlined the resolution of customers' technical support infrastructure challenges
- Microsoft Development Partner
Education
Executive MBA -
Asia E University
Malasiya08.2015
Skills
- Operations & Service Delivery Management
- SLA and Performance Monitoring
- Risk Management & Crisis Resolution
- Client Intimacy & Stakeholder Management
- Escalation Management & Communication Skills
- ITIL framework and Service delivery optimization
- Cross-functional Team Leadership
- Project management
- Problem-solving aptitude
- Transformation & Innovation Strategy
- Quality Standards & Assurance Methodologies
Certification
- Digital Transformation Strategies (AI, IoT, Cloud, Blockchain, Cybersecurity), Massachusetts Institute of Technology (MIT), Cambridge, Massachusetts
- MCP (Microsoft Certified Professional)
- MCTS (Microsoft Certified Technology Specialist)
- ITILv3 Certificate Level
- CCNA / CCNP (BSCI-routing and BCMSN-switching)
- Technician Certificate in Telecom Engineering – City and Guilds
Workavailability
Ability to work on-site, hybrid, remote or relocate
Workauthorization
Authorized to work in the United States (Green Card holder)
Timeline
Service Delivery Lead
Avanade (A Microsoft - Accenture Company)
01.2022 - 03.2024
Service Delivery Manager
Virtusa Corporation
08.2013 - 12.2021
Systems Support Engineer / Team Lead
Millennium IT
02.2011 - 02.2013
Senior System Engineer/Project Lead
Tetran Pvt (Ltd)
03.2008 - 09.2010
Technology Specialist / Technical Account Manager
Ceylinco Micro Technologies
06.2005 - 03.2008
- Digital Transformation Strategies (AI, IoT, Cloud, Blockchain, Cybersecurity), Massachusetts Institute of Technology (MIT), Cambridge, Massachusetts
- MCP (Microsoft Certified Professional)
- MCTS (Microsoft Certified Technology Specialist)
- ITILv3 Certificate Level
- CCNA / CCNP (BSCI-routing and BCMSN-switching)
- Technician Certificate in Telecom Engineering – City and Guilds
Executive MBA -
Asia E University
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