Rajesh Parashar Email & Phone Number

Mumbai, Maharashtra, India

Managed the technical delivery of premium onsite professional services for bespoke engagements with BFSI customers, focusing on the implementation, migration, proactive, and reactive support of Oracle Database, Middleware, Cloud Infrastructure, Engineered Systems, and Operating Systems.Led in a matrix environment and collaborated with sales, pre-sales, product support, development, and globally dispersed teams to achieve delivery quality, operational efficiency, financial goals, employee engagement, and customer satisfaction (CSAT) metrics.Resolved service and product-related escalations from customer CxOs, providing timely updates until closure, meeting and exceeding customer expectations.Served as a client advocate, representing their interests within Oracle, and acted as an Oracle executive representative to the clients, developing and maintaining business relationships at the C-level.Implemented global best practices locally, focusing on contributing Field Based Innovations (FBIs) from Indian BFSI customers as part of Global Virtual Teams (GVTs).Managed end-to-end resource allocation to support existing and future business growth from BFSI customers in India.Oversaw employee and team management from hiring, deployment, and utilization to upskilling, cross-skilling, and termination, ensuring team effectiveness and growth.

Bengaluru, Karnataka

Directed client engagement and spearheaded global infrastructure operations for Kyndryl's(IBM) premier global strategic client, the leading Media & Advertising company headquartered in London. Key responsibilities included:Established governance and maintained regular interactions, conducting service performance reviews with the client's Distributed Leader.Managed the upkeep of Hybrid Cloud Infrastructure services across multiple client and IBM Data Centers, AWS, and Azure public clouds, serving users in over 3,000 locations across more than 110 countries.Served as the trusted advocate for the client, leading the prioritization of critical projects and tasks essential to the client's digital transformation journey.Drove transformation and innovation, ensuring robust security and compliance measures.

Bangalore, India

Managed Enterprise IT Infrastructure Services for Strategic OutsourcingProject: Idea CellularOversaw the end-to-end management of Pan India Enterprise Infrastructure, encompassing Multivendor Operating Systems, Databases, Middleware, and End-User Computing solutions.Ensured stringent Security and Compliance standards across operations.Prioritized and managed client's critical projects to align with strategic objectives.Implemented IBM's Global Automation Play within the local environment, achieving approximately 20% cost efficiency and significant improvements in Service Level Agreements (SLAs).Project: Lloyds Banking GroupDirected the management of Hybrid Cloud Infrastructure and was responsible for offshore platform operations:Assembled a dedicated team of approximately 500 professionals from the ground up.Managed the transition of 600 FTEs from UK onshore to offshore, stabilizing operations in under three months.Spearheaded the inaugural release of IBM's Private Cloud setup, facilitating the seamless migration of applications to the cloud.Played a pivotal role in improving the account's Gross Profit from -14% to +13% within a year, through strategic work transition to the India delivery center, resulting in cost savings of approximately $30 million annually.

Mumbai

Directed a dynamic team of over 200 employees and an equal number of contractors, orchestrating critical IT and telecommunications functions.Managed the comprehensive IT infrastructure, overseeing more than 15,000 servers and an equivalent number of subsystems.Administered Element Management System (EMS) across more than 40 technologies in Wireless, Wireline, and IP/Broadband sectors.Provided robust support for Telco B/OSS Applications, ensuring top-notch service assurance, inventory, and performance monitoring for an extensive PAN India Telco network, encompassing over 100,000 Wireless BTS and 200,000 route kilometers of fiber optics.Oversaw enterprise provisioning and fulfillment services, including Point-to-Point leased-line/radio-link and MPLS-VPN.Ensured stringent network security and compliance, effectively managing regulatory audits and demands for information.Transformed and standardized more than 20 existing OSS applications to Ericsson's Managed Services Deployment Platform (MSDP), achieving a unified user interface.Played a pivotal role in the pre-sales activities, securing a billion-dollar-plus managed services deal for the East & South India regions of RCOM, previously serviced by a competitor.Coordinated the onboarding of over 700 vendor resources from four contractors, subsequently overseeing all facets of supplier management.

Mumbai Area, India

Upon assuming leadership, I integrated four distinct teams into a cohesive unit, enhancing Centralized Wireless Operations across Server Support, OSS/EMS Management, Telco Application Support, and Logical Access Management. My key accomplishments include:Streamlined operations by merging multiple teams from over 20 Data Centers into a unified Remote Infrastructure Management (RIM) team, boosting system uptime to 99.9% and transitioning support coverage to 24x7.Oversaw the centralized management of OSS applications for Service Assurance & Inventory, covering an expansive Pan India Wireless network that included CDMA, 2G, 3G, and 4G network elements from leading Telco providers.Implemented User Access Management for over 30 technologies, securing approximately 100,000 endpoints for more than 5,000 users.Directed all security and compliance initiatives, successfully navigating audits and regulatory meetings mandated by government bodies.

Mumbai Area, India

In my role, I spearheaded the Technical and Customer Support Operations across India, the APAC region, and globally for English-speaking countries, employing the 24-hour "Follow-the-Sun" support model to deliver post-sales support on all Sybase products. My achievements included:Enhanced the skill capabilities of India support centers, achieving self-sufficiency in supporting database, data warehousing, and other information management products.Secured a significant uplift in Customer Satisfaction (CSAT) scores, with renewals revenue soaring by approximately 30%, and successfully attained ISO recertification for India support centers.Introduced tailored support plans meeting the specific needs of Indian customers, including options for onsite support days.Directed critical professional service engagements, notably integrating projects for Indian Railways and leading Indian Banks, ensuring seamless operations and support.Re-established the Sybase User Group in India, organizing gatherings across major cities and executing support amnesty programs that effectively reclaimed lost renewal clients and contracts.

Mumbai Area, India

Starting my journey as a trainee support professional, I rapidly advanced through the ranks to ultimately serve as the Regional Services Manager for the Western India Region. In this capacity, I was responsible for the comprehensive oversight of end-to-end Infrastructure Services Business and Operations, encompassing a wide array of critical functions:Oversaw an extensive portfolio generating over $10 million in service revenue, leading an organization of more than 500 FTEs and managing over 150 customer accounts. My leadership ensured the seamless integration of datacenter technologies across various platforms and the effective transition of large managed services engagements to steady-state operations.Dramatically improved regional operations, increasing Customer and Employee Satisfaction (CSAT and ESAT) scores, technical capabilities, and services revenue by approximately 25% within two years, all while maintaining cost efficiency.Innovated by introducing new services that significantly enhanced profit margins, directly contributing to the region's bottom line.Revolutionized talent acquisition and retention strategies, reducing manpower costs and increasing team effectiveness.Secured ISO certification in under a year, demonstrating a commitment to quality and excellence in service delivery.Guided the development and implementation of custom software projects for key clients, reinforcing our position as a trusted partner in technological innovation.

Mba, Marketing, 3.77 Gpa

Activities and Societies: Market Survey, Product Strategy and Launch, Services MarketingMBA Marketing

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