Madhusudanan Raghavan Email & Phone Number

Brampton, On, Ca

Greater Toronto Area Metropolitan Area

Toronto, Canada Area

Currently enabling a leading Inter-Bank Payment System Provider in Canada, transform their IT landscape while maintaining operational stability!

Bangalore

1. Accountable for providing End to End Managed Services on Enterprise Infrastructure for a leading financial customer with worldwide presence2. Directly & Indirectly managed a team of 75 highly astute Engineers and Subject Matter Experts3. Created value – delivered close to $300K cost savings to the account P&L by driving numerous automation exercises within the function4. Successfully governed the transition & onboarding of network connectivity to cloud services (AWS) through Megaport5. Actively worked with Senior Leadership Team of the account, key contributor to the renewal of Managed Services contract with the customer6. Successfully completed internal & external quality audits (ISO 9001:2015) & IS 27001 Information Security audit by the customer (Banking & Financial Organization) with no major Non-Conformity.

Bangalore

1. Proven experience on employee engagement – achieved 95+ year on year on Manager Index, Employee Engagement Index & Customer Index2. Successfully transitioned Managed Archival Services Project into Operations – Active member of the core operating committee – involved right from Service Design, through Service Transition & successful on-boarding of the project into Service Operations3. Led a 40-member team – driving customer experience excellence through coaching, improving engagement with customer through organized inter-lock at various management levels4. Participated in various project transitions, contributed to organic growth of the P&L through silent operations5. Drove various Continual Service Improvements in line with industry best practices, absorbing addtional scope of services within existing team, thereby delivered cost savings back into the P&L6. Built a robust operational governance framework adopting industry wide information security standards

Bangalore

1. Led the Event & Incident Management teams delivering consistently green KPIs year on year2. Successfully completed internal & customer InfoSec audits with no major NCs3. Built strong customer relationships by building engagement framework at all levels between Vodafone & Customer Service Desks4. Managed multiple vendors, systematically drove SIPs with them to improve operational KPIs – recorded & tracked SLA breaches and associated credits5. Adopted Six Sigma best practices across functions, constantly re-engineered process & local work instructions ensuring they were lean & agile

Chennai Area, India

1. Led the Event Management team, delivered 98% proactive monitoring consistently2. Performed gap analysis on reactive incidents (analyzed & suggested various improvement actions to convert reactive incidents to proactive incidents)3. Achieved 80% reduction in unwanted alerts by cleansing the configuration database while ensuring no live Configuration Items were impacted4. Maintained monitoring tools, actively contributed in tool upgrades, performed testing to ensure operational deliverables were not compromised

Bengaluru Area, India

1. Worked with telecoms service providers around the globe resolving incidents on customer network2. Flawlessly executed technical service desk responsibilities with strong logical reasoning backed by technical skills3. Consistently achieved 95% first contact resolution on incidents

Bangalore

1. Proactively monitored customer network with 0 misses of alarms2. Correlation of events & investigated root cause of failure3. Headed an internal project – volumetric analysis of alarms which resulted in reduction of alerts by 15%

Chennai Area, India

1. Assisted customers across the globe in installing SOHO routers, connecting service provider broadband equipment and established internet connectivity2. Diagnosed faults and fixed issues on SOHO routers & related IP network equipment like ADSL routers, Modems, IP cameras & Print servers

Bracknell, Uk

1. Designed testing strategy and modified the test areas according to the weak areas found during the initial stages of the project2. Reviewed the effectiveness of the PVD (Product Validation Department) database tool and evaluation plan of the Sharp Vodafone 880sh model and submitted a report with recommendations3. Successfully delivered bug-free products in the UK/European Market during the year associated with Sharp

M.Sc, Vlsi System Design

Masters Degree Thesis titled "Investigation of Rapid Convergence Multipliers"

Bachelors Of Technology, Electrical & Electronics And Engineering

4 year basic & advanced Education, Training and Exposure in Electrical and Electronics & Engineering

Secondary School Certificate, Computer Science

Activities and Societies: NCC, Sports... Senior Secondary Education (English, Maths, Physics, Chemistry & Computer Science)