NAVANEETH NAIR
Thiruvananthapuram
Summary
Results-driven IT Service Delivery professional with 8+ years of progressive experience in technical support, incident management, and team leadership. Proven expertise in managing complex escalations, optimizing service level agreements, and leading cross-functional teams. Track record of delivering consistent performance and driving operational excellence across enterprise-level organizations.
Overview
4
4
Languages
8
8
years of professional experience
Work History
Shift Lead
HCL Tech
Thiruvananthapuram
10.2025 - Current
- Managing a 19-member team, overseeing performance, engagement, and day-to-day people management
- Leading shift operations and managing team performance across multiple service verticals - Australia Service Desk project.
- Managed SLAs, escalations, and client expectations to uphold service quality, including achieving FCR/FLR targets.
- Overseeing incident workflows and ensuring timely resolution with minimal impact to business operations
- Prioritised and managed P1/P2 incidents, engaging the Incident Management team during business hour
- Assigned tasks to agents and balanced workloads during peak service periods.
- Coached team members to enhance skills and performance.
- Supported team members in resolving complex issues and set up bridge calls to accelerate incident resolution
- Escalated critical issues to technical support groups.
- Acted as primary client communication point during incidents, coordinating with technical teams for timely resolution.
- Presented monthly service review meetings and team meetings while arranging refresher training for team members.
- Managed attendance approvals and coordinated leave requests for team members.
Senior Analyst
HCL Tech
Thiruvananthapuram
12.2024 - 10.2025
- Managed incidents, escalations, and live customer calls while ensuring timely resolution
- Assisted team members in troubleshooting and resolving complex issues, enhancing overall team efficiency
- Monitored individual KPIs and ensured adherence to SLA requirements without breaches
- Developed and updated knowledge base articles by documenting recurring issues and effective solutions, improving resource accessibility
- Handled client-level escalations while ensuring service quality standards were met, fostering strong client relationships
- Mentored team members and facilitated onboarding for new joiners
- Oversaw break scheduling and queue management to ensure smooth operations
Senior Technical Analyst
Allianz Technology
Thiruvananthapuram
04.2023 - 12.2024
- Managed complex technical escalations and incident investigations, emphasizing root cause analysis to enhance future incident response
- Guided resolver teams through resolution processes and applied accurate troubleshooting methodologies.
- Implemented End-to-End Ticket Management system, achieving 100% incident tracking and stakeholder communication
- Conducted multiple re-assignment analyses to optimize incident routing, reducing resolution timelines and improving service delivery
- Acted as Single Point of Contact (SPOC) for NGSD UK – GIAM Incident Analysis function.
- Developed expertise in O365 troubleshooting and maintained proficiency in VMware, TCP/IP, and VPN technologies
- Mentored junior team members while resolving complex technical queries, fostering team development and knowledge sharing
- Tracked key performance metrics to assess team effectiveness: Maintained consistent first-call resolution rates and exceeded KPI targets
Technical Analyst
Allianz Technology
Thiruvananthapuram
07.2020 - 04.2023
- Managed diverse portfolio of service desk incidents, ensuring adherence to SLAs and enhancing customer satisfaction
- Maintained high First Level Resolution (FLR) and First Call Resolution (FCR) rates through systematic troubleshooting
- Acquired hands-on expertise with ServiceNow (SNOW) and GIAM ticketing tools to streamline incident resolution
- Consistently achieved KPI targets and maintained performance excellence
- Achieved KPI targets consistently, contributing to overall team performance and service quality
- Represented team during client visit to Pune office (2022), demonstrating technical knowledge and customer-facing skills
Technical Support Executive
Phykon Solutions Private Limited
Thiruvananthapuram
07.2018 - 07.2020
- Managed customer queries using Zendesk platform, achieving high customer satisfaction scores
- Resolved networking and troubleshooting issues while ensuring professional communication standards
- Translated complex technical information into clear language for non-technical users to enhance understanding
- Translated complex technical information into clear, understandable language for non-technical users
- Assisted team in managing escalations to support seamless customer journey and effective issue resolution
Education
Bachelor of Management Studies (BMS) - Marketing
Birla College of Arts, Science and Commerce
Thiruvananthapuram, IndiaSkills
- Incident Management, Problem-Solving, Escalation Management, SLA & KPI Management, Ticket tracking,Root cause analysis, Knowledge Base Creation
- Ticketing & Service Management: ServiceNow (SNOW), GIAM
- IT Support & Infrastructure: Intune, Windows Administration, Cloud, O365, VMware, TCP/IP, VPN
- Leadership & Soft Skills: Team Leadership, Client Management, Mentoring, Communication, Stakeholder Management, Collaboration.Team leadership,Training and Upskilling, Team collaboration, Decision-making, Process compliance, Performance monitoring, Workforce Scheduling, Shift Coordination
INTERESTS
English: Full Professional Proficiency, Hindi: Native or Bilingual Proficiency, Malayalam: Native or Bilingual Proficiency, Marathi: Native or Bilingual Proficiency
CERTIFICATIONS & RECOGNITION
English: Full Professional Proficiency, Hindi: Native or Bilingual Proficiency, Malayalam: Native or Bilingual Proficiency, Marathi: Native or Bilingual Proficiency
Languages
English
Proficient
C2
Hindi
Proficient
C2
Malayalam
Elementary
A2
Marathi
Proficient
C2
Timeline
Shift Lead
HCL Tech
10.2025 - Current
Senior Analyst
HCL Tech
12.2024 - 10.2025
Senior Technical Analyst
Allianz Technology
04.2023 - 12.2024
Technical Analyst
Allianz Technology
07.2020 - 04.2023
Technical Support Executive
Phykon Solutions Private Limited
07.2018 - 07.2020
Bachelor of Management Studies (BMS) - Marketing
Birla College of Arts, Science and Commerce