1. CURRICULUM VITAE
Santosh Ram. J
7-1-1091, Ground floor
Nala bazaar, Shivaji Nagar
Secunderbad - 500003
Ph: - 9866182082
Email Id: - harry.santosh@gmail.com
Career Vision
ITIL V3 Certified professional willing to work in a stimulating and challenging milieu that
would facilitate the maximum utilization and application of my broad skills and expertise in
making a positive difference to the organization. Possessing excellent management skills and
having the ability to work with the minimum of supervision whilst leading a team of 50 odd.
Having a proven ability to lead by example, consistently hit targets, improves best practices
and organizes time efficiently. Now looking forward to a making a significant contribution
with an organization that offers a genuine opportunity for progression.
Work Experience
10+ Years of work experience
 Currently working in IBM as a Change Manager (from Oct 2008 till date)
 Worked in GENPACT as an Technical Support Specialist (Mar 2006 – Sep 2008)
 Worked in Scorpio Systems as an Assistant Team Leader (Aug 2004 – Mar 2006)
Organisational Experience
 IBM India Pvt ltd: (Oct 2008 – Till date)
Currently working as Change Manager (Jan 2010 – Till date)
 Ensures Change Management process adheres to Policies, Process and Procedures
 Apply a structured methodology and lead change management activities
 Project change management plan, including list of change recommendations,
deliverables, owners and associated risks
 Asses the change impact and complete change management assessments. Insure
that Impact Assessment of the changes is carried out keeping all possible impact
scenarios in mind.
 Lead Hyderabad change team and provide strategic advice
 Convene and chair the CAB (and on need basis, the Emergency Committee)
meetings at correct frequency in order to facilitate a reasonable time scale for
approval/rejection of the proposed changes

2.  Responsible for all Change Management activities, to include new business
planning, Change Advisory Board (CAB), the production of management
information, Request For Changes (RFCs) and a change schedule
 Approve Expedited and Emergency changes
 Identify right composition of the CAB meetings to discuss and evaluate/approve
the variety of changes
 Identify any Process Compliance issues and escalate them using appropriate
organization hierarchy.
 Create change management strategy and Focus groups for high frequency failed
changes.
 Create and track action items created on High severity incidents and failed
changes.
 Identify and manage anticipated resistance and neutralize it with proper procedure
 Create actionable deliverables for the five change management levers:
communications plan, sponsor roadmap, coaching plan, training plan, resistance
management plan.
 Assist the Project Director in shaping and scoping target delivery outcomes and
associated project, budget and resource plans
 Identification and development of a network of change resources within the
various global locations to support change efforts locally
 Support communication efforts and training efforts
 Support and engage senior leaders and supervisors
 Ensure each different business area is sufficiently prepared for the impact of the
new IT systems as and when they are ready to ‘go live’,
 Coordinate efforts with other specialists
 Supporting the project teams by integrating Change Management activities into
their project plans
 Integrate change management activities into project plan
 Evaluate and ensure user readiness, Identify Manage and stakeholder and manage
key relationships within IT server operations.
 Develop communication plans that will be used to: build awareness within the
business, describe the value proposition to the business of the new solution, and
describe the impacts (training, process changes, etc.)
 Track, report issues and undertake environmental scan
 Define and measure success metrics and monitor change progress
 Support change management at the organizational level, Enterprise Change
Management
 Proactively identifying, analyzing and developing appropriate responses.
 Developing a performance management and resource planning strategy
maximizing the efficiency of resources deployed
 Evaluate procedures and technology solutions to constantly improve operational
performance and data management
 Establish and implement short and long term service goals, objectives and
operating procedures
 Performing RCA on all the failed changes
 Understanding and translating client business accreditation into technical
requirements

3. Designation: Remote Support Specialist --- (Shift Lead) (Oct 2008 – Dec 2009)
As a Shift lead I am involved in the following activities
 Handling Knowledge Transfer (KT) calls and training the team.
 Handling new clients and acting as the face of the business.
 Took Knowledge Transfer (KT) from client on UNIX, reviewed their SOPs and
trained the team.
 After project went live identified gaps in current process and implemented process
improvements which are approved & complaint as per IBM & Client policies.
 Identified where works can be automated, to reduce manual intervention.
 Initiated conference call and explaining the benefits of the automations.
 Identified and appreciated team for their valuable suggestions which also helped in
process improvements.
 Supporting team technically and played a critical role & resolved critical issues
 Preparing daily workloads for staff & coordinating the daily allocation of work.
 Motivating the team to achieve high standards and KPI targets.
 Dealing with and resolving problems and issues which arise.
 Mentoring and training up junior and new staff.
 Monitoring & reporting on standards & performance targets.
 Chairing weekly team meetings, focusing on targets & achievements.
 Implementing new initiatives.
 Recruiting new staff.
As a team member. I am involved in the following activities:
 Remote server support and administration.
 Alert monitoring through Tivoli TEC console, Netcool etc. Maintaining and
monitoring all types of servers including mission critical servers of Aix and
Windows platforms.
 Perform operating system problem determination, resolution steps and
troubleshooting.
 Work on server backup issues. Escalate the issue to Support team if needed.
Coordinate with other teams on the probable issues & coming up with
contingency plans.
 Process Adherence (High Severity Alerts -> Check Tickets for process breaches).
 Conduct Shift handover & Daily Shift Huddle and prepare report on the same.
 Document MOM for daily shift huddle in team room.
 Escalation Management (Delivery Related – Tools Outage, BCP, Health &
Security).
 Monitor & Maintenance of Task ID.
 Identify training requirements for the pool (process & technical).
 Management of scheduled breaks – Categorization of breaks.
 Monitoring Console (along with the operations team).
 Change Review (Weekly).
 Providing assistance to the onsite counterpart in major Software and Hardware
changes and assisting storage management team in backup and recovery issues.
 Co-ordinate with Helpdesk, Service Management, Hands and Eyes team to get
issues resolved.

4.  Job Responsibilities at Genpact (Mar 2006 – Sep 2008)
Designation: Technical Support Specialist
 Being a part of the Incident Response Centre (IRC), I do incident management in case
of outages. Initiate Conference Bridge calls in case of server or network outages and
updates the management about the outage and lead the bridge until issue gets
resolved.
 Preparing login & logout report, Aux report, VOC report (voice of the customer) and
also doing RCA on them. And discussing the feedback given by the customer. I.e. on
one-on-one sessions. Guiding them where they need to improve to in the stack ranks
(top position)
 Rebooting and installing patches in Production Unix servers as part of a business
requirement.
 Troubleshooting issues related to Windows and other desktop applications including
MS Internet Explorer, MS Outlook, Lotus Sametime, Terminal Server, and Norton
Antivirus, FDR (first data resources) for both production and test region like Genasys,
Gwaysams, DPGE etc and many other business specific apps.
 The job also includes managing and Troubleshooting VPN connectivity issues with
RSA ACE Server and Nortel Extranet Client.
 Monitoring Servers/Network using HP Open View.
 Done a lean project on AHT (average time to handle a call) which helped my team to
reduce the AHT by 88 seconds. Handled a team of 18 people. Even started group chat
regarding the same to control break and issues.
 Job Responsibilities at Scorpio System
Designation: Team Leader/Call Center Executive
It is an US based Indian company we use to receive calls from US Clients in related to the
Various products like mortgage, Health insurance, Telecommunication services.
 Answer courteously inbound calls.
 Respond to customer inquiries.
 Generate customer interest in the services or products offered by the company.
 Provide personalized customer service by responding to the needs of the customers.
 Ensure feedback from the customer to further improve the customer services.
 Manage and update customer databases with the status of each customer.
 Coordinate with the dispatch team to send products or provide services on time to
customers.
 Provide customers with brochures and information packages on products or services.
 Build customer loyalty by follow-up of customer calls.
 Evaluate problems of the customers and provide logical lasting solutions.
Technical Skills
Operating systems: DOS, Windows 95, 98, XP, Vista, Windows 7, Linux/Unix
Packages: MS-Office, Tally5.4, Oracle, E-Commerce
Trainings Attended: MSCE 2003, Exchange servers

5. Professional Trainings & Certifications
 Certified in RHCE (Red Hat Certified Engineer) Red Hat Enterprise Linux 5.
Certificate Number: 805008691131385
Red Hat Examination Completed Successfully under:
RH033: Red Hat Linux Essentials Version 5
RH133: Red Hat Enterprise Linux System Administration Version 5.
RH253: Red Hat Network Services and Security Administration.
 ITIL V3 Certified
Educational Details
Bachelor of Commerce (computer) in Mahaboob Degree College. Secunderbad, Osmania
University
Achievements
 Reduction of expedite rate of change from 9 % to 6.75%. Introduction on RCA
template and lessons learned on failed changes. Fam award.
 Received Appreciations from Team members, FLM and SLM.
 Consistently a top performer in monthly Stack. This helped me to get good rating in
IBM
 Won many awards on lean project on reduction on AHT, Open cases, etc which have
earned me Golden Award
 I have received golden VOC (voice of the customer) award for 3 quarter.
 I was star of the month for consecutive 4 quarter as a top performance. This made to
won Hall of Fame award
 In Scorpio system I was awarded as the Best Sales maker for the year
 Active participation in intra college events in Volley ball, & running.
 Participated in cultural events at school and college level.
 Increased Time Efficiency, Productivity of Team.
Personal Information
Name : J. Santosh Ram
Father’s Name : J. Lingamurthy
Date of Birth : 2nd April 1982
Sex : Male
Marital Status : Married
Languages known : Hindi, English, Telugu & Marathi
Hobbies : Singing and dancing.
I declare that the information given above is true to the best of my knowledge.
Place: Secunderabad. Santosh Ram. J