RAJKUMAR MURUGESAN
Princeton
Summary
Product strategist and technology leader with 24 years of IT experience, primarily in Retail and Telecom Billing. Successfully led strategic projects that enhanced customer experience, optimized operations, and launched key products. Expertise in IT Service Management, automation, and AI to improve service delivery and ensure compliance. Proven track record in developing financial solutions and implementing service improvement plans that drive cost efficiency and operational excellence.
Overview
25
25
years of professional experience
Work History
Engagement Manager
Tata Consultancy Services
Irving
08.2023 - Current
- Delivered transformative IT Managed Services that enhance operational efficiency and client satisfaction.
- Leveraged automation and AI for modernization of service delivery, ensuring compliance with contractual obligations.
- Developed innovative financial solutions while implementing metric-driven service improvement plans to optimize costs.
- Lead cross-functional teams, fostering strong customer engagement in high-pressure environments.
- Drive continuous improvement initiatives that align with strategic business goals.
- Build a high-performance team, coach and monitor their performance.
- Presenting status to leadership on a daily, weekly and monthly basis.
- Tracking committed Service Levels daily and report monthly to leadership.
- Working with Vendor Management on resource planning and contract compliance.
- Create, manage Policies and Procedures for Incident, Problem, Knowledge, Service Request management.
- Drive innovation and deliver incremental improvements to systems.
- Managing a quarterly revenue of 2.4M and maintaining costs to achieve targeted margin.
Client Partner
Tata Consultancy Services
Oak Brook
08.2019 - 07.2023
- Led execution of large programs and quality assurance projects.
- Implemented Automation Framework and reduced regression effort by ~70%.
- Delivered SAP ECC upgrade Test Projects with 40+ integration points in 5 months.
- Developed Performance Testing framework for Manhattan WMOS using Locust, JMeter, and Python Pandas.
- Oversaw operations for Customer Care in Mexico, ensuring data security and support for IT applications.
- Managed the P&L of $6M account and team size of 68 in Global Delivery Model.
Client Partner
Tata Consultancy Services
Chicago
06.2018 - 06.2019
- Delivered a complex infrastructure project, to upgrade hardware to IBM P8 servers across 8 distribution centers without downtime, overseeing hardware procurement and a team of AIX engineers and DBAs during migration.
- Streamlined invoice collection processes, achieving zero outstanding invoices for 6 consecutive months.
- Coordinated with product teams, presenting 7 tailored proposals to enhance customer solutions.
- Collaborated with multiple vendors including Oracle and IBM to fulfill customer procurement needs.
Transition Manager
Tata Consultancy Services
Belleville
01.2018 - 05.2018
- Planned and oversaw application development transition to enhance operational efficiency and reduce costs.
- Coordinated with customer Director to create a robust transition plan.
- Collaborated with Delivery Managers to ensure timely completion of transitions.
- Chaired Quality Gates meetings to facilitate approval processes.
- Identified risks and collaborated with teams to implement effective resolutions.
Service Delivery & Engagement Manager
Tata Consultancy Services
Hoffman Estates
01.2012 - 05.2018
- Managed support services for Store Systems & Financial Services portfolio in retail environments.
- Effectively managed transition of over 120 applications in three phases achieving steady state in 3 months.
- Ensured alignment of service delivery with client expectations and contractual obligations.
- Developed innovative solutions to enhance service efficiency and responsiveness.
- Collaborated with cross-functional teams to resolve complex service issues.
- Monitored and analyzed service performance metrics to drive continuous improvement.
- Delivered the committed incident reduction of 10% (y-o-y) over 5 years through Problem Management.
- Developed the Policies & Procedures Manual for Application Support.
- Developed and maintained the Problem & Knowledge Management process area for the engagement.
- Delivered proactive projects for business process improvements, runtime reduction, in-time completion of critical & key jobs.
- Reduced MIPS consumption providing hard savings.
Service Delivery Manager
Tata Consultancy Services
Plano
11.2009 - 01.2012
- Managed service delivery for a US-based Department Stores retailer, ensuring exceptional support for Direct Order Management portfolio.
- Oversaw L2 and L3 support for the e-commerce platform.
- Directed service operations, guaranteeing timely support for online customers.
- Implemented performance enhancement solutions for the e-commerce portal.
- Collaborated with technical teams to troubleshoot and resolve service issues.
- Facilitated training sessions, elevating support staff service delivery capabilities.
- Monitored service metrics to drive continuous improvement and optimize efficiency.
Support Analyst
Tata Consultancy Services
Helsinki
01.2006 - 12.2009
- Provided technical support to customers, ensuring high levels of satisfaction through effective resolution strategies.
- Documented processes and maintained knowledge base articles for improved service delivery.
- Collaborated with cross-functional teams to enhance product offerings based on customer feedback.
- Analyzed support trends to identify areas for operational efficiency and service improvement.
- Led training sessions for team members on best practices in customer engagement and technical support.
Developer for Client Qwest Communications
Tata Consultancy Services
Arlington, VA
07.2002 - 07.2004
- Developed and executed software solutions for US-based telecom clients, enhancing system performance and user experience.
- Spearheaded implementation of CRM Content Management Software, optimizing sales processes for Telecom products.
- Conducted thorough code reviews, promoting best practices and collaboration within cross-functional teams.
- Led initiatives to improve operational efficiency, aligning technology with business objectives.
- Championed agile methodologies to ensure timely delivery of projects, increasing client satisfaction.
Developer
Tata Consultancy Services
Chennai
02.2001 - 07.2002
- Developed and implemented C++ invoicing and Java electronic billing systems, enhancing operational efficiencies.
- Managed a B2B system for network equipment, ensuring effective resource allocation.
- Contributed to full software development lifecycle, streamlining processes from requirements analysis to deployment.
- Collaborated with cross-functional teams to identify and implement technological solutions.
- Leveraged agile methodologies to improve project delivery and responsiveness to client needs.
Education
Post Graduate Diploma - AI/ ML
Texas McCombs School of Business
Austin, TX09.2022
Product Strategy -
Northwestern Kellogg
Evanston, IL06.2021
SAFe Agilist -
Scaled Agile Inc
Chicago, IL11.2020
Bachelor of Engineering - Electrical, Electronics and Communications Engineering
SRM Engineering College
Chennai, India06.2000
Skills
- Service delivery and IT service management
- Project management and execution
- Creative problem solving
- Product strategy and lifecycle management
- Warehouse and supply chain management
- E-commerce and store systems
- Application modernization
- Leadership in digital transformation
- Agile methodologies and DevOps tools
- Python and Java programming
- Artificial intelligence and machine learning
- Performance metrics and risk assessments
- Vendor management and engagement strategy
- Proposal development and policy development
Hobbies and Interests
- Running
- Volleyball
- Reading
Languages
- Tamil
- English
Tools Developed
- 2024, Executive Sales Dashboard for Holiday Season (PyDash)
- 2021, Voice Pick Emulator & Perf Test using Locust (Python)
- 2021, Automated Incident Analysis using Pandas libraries
- 2018, Service Monitor & Reporting Tool using (Unix Shell)
- 2014, Application Availability Report (Excel-Macro)
- 2008, Adv. Adaptive Siebel API Connection Pool (Java)
- 2002, Automated Toll-free Usage Report for Business
Timeline
Engagement Manager
Tata Consultancy Services
08.2023 - Current
Client Partner
Tata Consultancy Services
08.2019 - 07.2023
Client Partner
Tata Consultancy Services
06.2018 - 06.2019
Transition Manager
Tata Consultancy Services
01.2018 - 05.2018
Service Delivery & Engagement Manager
Tata Consultancy Services
01.2012 - 05.2018
Service Delivery Manager
Tata Consultancy Services
11.2009 - 01.2012
Support Analyst
Tata Consultancy Services
01.2006 - 12.2009
Developer for Client Qwest Communications
Tata Consultancy Services
07.2002 - 07.2004
Developer
Tata Consultancy Services
02.2001 - 07.2002
Post Graduate Diploma - AI/ ML
Texas McCombs School of Business
Product Strategy -
Northwestern Kellogg
SAFe Agilist -
Scaled Agile Inc
Bachelor of Engineering - Electrical, Electronics and Communications Engineering
SRM Engineering College