- Over 24 years of experience in IT governance, service management, and project management office (PMO) functions in telecom, banking, and corporate sectors. Skilled in IT operations, project management, process management, and ensuring compliance. - Experienced in planning and analyzing IT operations, developing technology strategies, and collaborating on governance models to optimize costs and deliver business value. - Proven track record of managing IT infrastructure transitions, transformation projects, and executing PMO tool implementations across various industries.

1. M. RAVI
Mobile: +91-9900011934 ~ E-Mail: ravi.manickam73@gmail.com
IT GOVERNANCE / SERVICE MANAGEMENT / PMO FUNCTIONS
Results driven IT executive committed to strategy and vision,deliveringoperational excellence& best practices and developingsolutions
towards SLA management & process release,aligned to business goals, thereby creating value. Trusted and valued member of executive
teams, consistently seeks innovative ideas to manage PMO functions.
SUMMARY
• ISO Certified Lead Auditor with 24 years of
experience in planning the overall projectSLAs and
process management
• Successfully planned and analyzed entire IT
operations for the preparation of IT blueprint in
Telecom, Banking and Corporate Domains
• Proficient in developing technology adoption and
modernization strategies, collaborating governance
models to deliver cost optimization, unified IT
strategies to deliver agility, efficiency and
measurable business outcomes
• Valued for executing IT infrastructure transition &
transformation projects for major customer
engagements across industry verticals
• Skilled in engagingwith the delivery of IT services;ensuringthatwell defined transition plan iscreated and all therelevant functional
teams in the delivery centre are involved and managing expectations for successful delivery
• Proven ability in devising strategies aimed at enhancing overall organizational growth, sustained profitability of operations and
improved service delivery performance
• Worked on IT operations entailing asset management, service level management, issues management, configuration management,
risk management, scope change management, communications management and release level management
• Ensured best practices,techniques,and tools for planning,execution,projectmanagement, ongoingmilestone / deliverabletracking,
communication and key performance metrics are maintained
• Proficient in contributing to IT operations, collaboration, benchmarking and innovative engagements
Career
Timeline
AREAS OF EXPERTISE
• Overseeing the ongoing management of service delivery
function consistingof transition management, performance
metrics management, portfolio / project management and
knowledge management to ensure consistent quality of
deliverables
• Developing a framework for IT governance, studying the
business goals & aligning it with IT as well as planning and
facilitating decision making process for project sponsors
• Practicing value realization of IT through total cost of
ownership, traceability matrix and businessbenefitanalysis
• Tailoring efficient IT management process by streamlining
vendor evaluation, compliance to IT policy and IT asset
management
• Architecting safer IT ecosystem by institutingBCP/DR as part of service delivery and controlling execution of it at desired frequency
• Conducting independent IT audit leveraging COBIT framework
• Managingoverall operationsfor executing PMO tool implementation projects involvingscoping,planning,requirement& gap analysis
including interfacing needs, resource mobilization, so on
• Identifying & developing potential transition framework in line with the guidelines for improving operational efficiencies

2. • Ensuringthatbest practices and lessonslearned are documented and shared appropriately acrossdelivery teams and functional units
• Ascertainingtimely and effective communication and working cross-functionally with business stakeholders and project managers
• Drivingimprovement of the overall changeprocess,procedures and methods by identifyingopportunities for improvement in project
methods and supporting tools and process
ORGANIZATIONAL EXPERIENCE
Bharti Airtel Limited since Oct’07
Joined as Head - IT, AP Circle, Hyderabad and rose to the post of Head - IT SLA and Process Management, IT
Governance, Africa Opco’s, Gurgaon
As Head - IT SLA and Process Management, IT Governance, Africa Opco’s,
Gurgaon since Dec’13
• Spearheadingthe entire gamut of tasks related to projectSLA’s and process
management for 17 Africa Opco’s
• Trackingthe SLAs for 17 Africa Opco countrieswith all the3 partners – IBM,
Avaya and Comviva for Airtel Money including VAS
• Monitoring the monthly SLA deliverables on time and evaluating the SLA
failures during PMT and EC meetings
• Assuringnil revenuelossand performingquarterly auditwith all thepartners
• Formulating the SLA revision plan and discussing the same with all partners
with support of Operations Head
• Imparting regularly process awareness training for all the IT Teams
• Driving automation and innovation for SLA (SMS, e-mail, automated for
report pulling& incidentlog) and executing random checks of critical SLAs
As Head - IT PMO, IT Governance, Gurgaon from Jan’13 – Dec’13
• Set-up the PMO function in IT governance in with coordination of all the IT Project Leaders / S1 Partners
• Liaised with IT Project Leaders for getting for the year project plan and consultants for methodology
• Facilitated coordination of the partners and working groups engaged in project work
• Formulated the detailed projectplan & agreement and tracked the projectdeliverablesin line with IT project plan, scope, CBR & SOW
• Addressed the project issues and resolved the cross-functional issues at project level
• Resolved the issues by monitoring project progress and performance with strategic partners
• Delivered status reports to the Project Sponsor and Business Head
• Worked on project evaluation and dissemination activities
• Gained final approval of the design specification, risk analysis and mitigation
• Assured that the project meets business needs and executed UAT programme with business users and end customer
• Assessed various PMO tools for implementation in Airtel including MS Project and MS EPM
As Operations and Application Head – South Hub, Bangalore from Apr’10 – Dec’12
• Headed the IT operations / projects for South Hub with subscriber base of more than 50 Million
• Supervised the data centre operations, business applications and CCT vertical for respective hub for regional B2C vertical including
Mobility, Landline, SME, Airtel Money & DTH
• Improved the RMS for circle / hub through hub level application developments / enhancements / best practice replications
• Assured high availability of IT infrastructures through timely delivery of MIS
• Resolved the IT related risks (security, integrity, uptime and capacity) collaboratively
• Monitored capacity management CCT & CIT, provide CAPEX and OPEX input to build Data Center and Disaster Recovery Site AOP
• Tracked the augmentation of storage capacity for as-is operations scaled for next quarter and for new initiatives
• Aligned the circle / hub / national CIT / CCT projects rollout within the scope and timeline for respective B2C vertical
• Executed the periodical performance review on KPIs with strategic partners, Business Heads and CIO
• Guided the IT outsourced partners for ensuring effective service delivery
• Set-up a mechanism to measure and report SLA for IT operations at all circles of hub
• Implemented the improvement measure through trend and score analysis of IT balance score card (BSC)
• Facilitated multi-partner engagement through effective conflict resolution and SLA adherence
• Ensured effective controls in theareas of assetmanagement,network bandwidth,hub data centre,Bangaloreand disaster recovery site
at Chennai, service delivery platform, distribution channel, so on
• Managed the operations of call centre, billing, IT infrastructure, local initiatives, cost optimization initiatives and high availability
• Scheduled BCP & DR operations and ensured high availability on month-on-month basis
• Enforced IT processes & policy e.g. BISP 5.0, BS25999, ISO 270001, TL 9000, so on

3. • Worked on projectimplementations likenewcircle/ zonelaunch,call centretechnology (hosted & non-hosted) & (inbound & outbound),
value added services, rural management, customer life cycle, so on
• Worked on the delivery of key new IT projects in CCT – Hosted setup and CCT Operations
• Ascertained congestion free customer call centre experience and delivery of crisp reports to enable business decision
• Interacted with local and central team (Bharti & Nortel) and deployed appropriate monitoring & reporting tools
• Evaluated the changing requirements of business and suggested effective & feasible solutions
• Complied with Information Security Management System and ensured that all circles fall in line with BISP security guidelines
As Head - IT, AP Circle, Hyderabad from Oct’07 – Mar’10
• Managed the IT operations / projects for A.P. circle with subscriber base of more than 18 million
• Worked on the entiregamut of functions entailing prepaid & postpaid customers, new activations and billing / collections systems
Achievements:
• Played a pivotal role in driving operations, project SLAs and process management for 17 Africa Opco’s successfully through the
implementation of PMO and innovative tools (Tivoli, SMS Alerts, ITIL Framework, etc.)
• Steered efforts for setting-up PMO function and implementing MS EPM 2013
• Actively involved in assessing various PMO tools and delivering recommendations to management which delivered benefits like
manpower cost reduction, OPEX saving and timely delivery of business needs in call center
• Received the Town Hall Award in recognition of IP based CCT technology and DR testing for critical application from CIO and
Exceptional Contribution Award from COO
• Successfully accomplished customer oriented Six Sigma Lean projects and Green Belt Projects as well
PREVIOUS EXPERIENCE
Tata Tele Services Ltd., Hyderabad from Mar’02 – Oct’07
Joined as Manager – Infrastructure and rose to the post of Regional IT Head (A.P. & East Hub)
CMS Computers Ltd., New Delhi as Sr. Territory Manager from Mar’99 – Feb’02
[Deputed atCitibank for Delhi and Northern Region IT Operations and Projects]; worked on banking functions including
ATM and branch operations
Azure Systems Ltd., New Delhi as Manager - New Product Division & IT Customer Support from Oct’94 – Feb’99
PC Point, New Delhi as Customer Support Engineer from Jan’93 - Sep’94
Micro World, Chennai, Tamil Nadu as Hardware Engineer from Aug’91 - Oct’92
CERTIFICATIONS / COURSE
• Certified Prince 2 Practitioner @ APMG - International
• Cloud Computing Fundamental Certified by EXIN
• Certified COBIT 5 @ APMG - International
• ISO 27001: 2005 Certified Lead Auditor from BSI
• BS 25999 Certified Lead Auditor for BCMS from BSI
• ITIL V3 Certified by EXIN
• CCNA – Cisco Inc.
• MCP – Microsoft
• Diploma in Computer Hardware Engineering (DCHE)
EDUCATION
• Diploma in Management Information Technology from AIIMS, Chennai in 2000
• D.E.C.E. (Electronics & Communication Engineering) from Department of Technical Education, Tamil
Nadu in 1992
Date of Birth: 30th May, 1973
Address: G – 501, Mantri Tranquil Apartment, Off Kanakapura Road - 560061, Bangalore, Karnataka
Languages Known: English, Hindi and Tamil