ROBIN ROUSE

Email: robiny2k@gmail.com
Mobile: +91 9986820322
Bangalore, India

Summary
 An articulate IT professional with experience in Problem management, Service Delivery,
Service Management, Vendor Management, Infrastructure Support and Project Management.
 Proven competencies in ITIL, especially in the Service Operations, and Continual Service
Improvement phases.

Technical Skills
 Tools : Service NOW, ITSM, HP Service Manager, Salesforce Service cloud,
Middleware, Click Scheduler, Proficient in MS suite of tools.
 Certifications : CCNA, ITIL V3 Foundation

Professional Employment History – 12+ years

Thomson Reuters, Bangalore Aug 2015 – Present

Role: Lead - Problem & Process Mgmt

Responsibilities:
 Providing support to the Network Communications Problem Manager.
 Providing Subject Matter Expertise to the Problem Analysts in the team including training
where applicable.
 Pro-actively trending problem cases and initiating Service Improvement Plans (SIPs) with the
concerned Vendors/Telco’s where applicable – Leading to the identification of Risks and
remediation plans thus increasing service availability.
 Liaising with Internal customers / Stakeholders to determine root cause and drive problem
resolution / elimination.
 Building a strong working relationship with the Infrastructure Service Managers and wider
business stakeholders to drive service improvement and customer satisfaction.
 Ensuring that root cause analysis is carried out for all service affecting incidents and to
contribute to the overall service reliability.
 Identifying and preventing problems resulting in incidents, eliminated recurring incidents,
thereby ensuring reduced service outages (by 36% as per the YTD GSF reports).
 Hosting Post Incident Review meetings with key stakeholders, service managers, support
managers to identify and determine the root cause analysis, understanding the risk of
recurrence, resolving actions, preventative measures, and raise SARRs (Service Availability
Risk Register) where applicable.
 Hosting weekly and monthly service review meetings with key Service Providers/ Telco’s
(Globally) such as British Telecom, CenturyLink, TATA, Vodafone etc. with participation from
Service Managers and Support Managers.
 Being actively involved in trainings and testing of tool transition to Service Now (from HP
Service Manager).
Unisys Global Service, Bangalore Feb 2011 – Aug 2015

Role: Lead- Field Service

Responsibilities:
 Handling day to day operations for the offsite PMOs and Service Delivery Coordinators
working in the NA, EMEA & APAC regions.
 Handling escalations and determining RCA’s with the Client Service Managers, Service
Delivery Managers, Account managers and Service Level Agreement Managers.
 Experience in requirement gathering, project planning, tracking and status reporting
 Responsible for the team’s performance, development, mentoring and coaching to meet the
delivery requirements.
 Identifying potential SLA misses and escalating them according to the defined procedure and
escalation matrix.
 Creating adhoc and standard reports for internal teams and stakeholders.
 Implementing and analyzing KPI’s throughout the service that contribute to stated business
goals (SLAs)
 Identifying capability, performance gaps and trend analysis based on KPI’s.
 Generating pivot tables and dashboard based on KPI for high level management.
 Providing insights on factors affecting CSAT’s and eliminating drivers of end user
dissatisfaction.
 Delivering effective presentations of findings and recommendations to multiple levels of
internal and external stakeholders.
 Providing support to Service Delivery Manager by attending Weekly Conference Calls,
meetings with clients/counterparts to discuss team tasks, staffing, issues and other concerns like
support and CR’s.

Unisys Global Service, Bangalore Mar 2009 –Feb 2011

Role: SME- Field Services Support

Responsibilities:
 Handling functional issues and acting as a SPoC for the tool “Click Scheduler” and the
“middleware” for Click.
 Working as the Admin for the Click Scheduler tool and maintaining documentation to problems
and solutions for Click related issues.
 Coordinating with the Level 2 & 3 (ADM and Build Team) support to resolve Click issues that
affect production.
 Analyzing SLA reports, determining root causes for misses and identifying best practices.

Unisys Global Services, Bangalore Jun 2006 – Mar 2009

Role: SME- Infrastructure Support

Responsibilities:
 Managing day to day Remote Infrastructure Management (RIM) for the clients.
 Achieved highest level of productivity and customer service via calls and email.
 Hands on experience in establishing and maintaining Business continuity plan.
 Responsible for technical training, mentoring, and team building.

Additional:
I had the opportunity to travel to U.S.A (2014), Amsterdam (2008), and Australia (2007) for
Knowledge Transfer and Training programmes while in Unisys Global Services.

Education:
 Bachelor of Engineering (E & C) Jul 2002 – Aug 2006
St Joseph Engineering College, VTU – India

 Pre University (Science) 2000 – 2002

St Aloysius P.U. College – India

 High School 1998 – 2000

Milagres High School – India

Personal details:
Date of birth: 8th August, 1984

LinkedIn: www.linkedin.com/in/robinrouse

Current location: Bangalore, India

Reference:
Reference available on request