Hemanth Kumar
Bengaluru
Summary
Dynamic IT Service Management professional with a proven track record at Verint, excelling in process optimization and quality assurance. Skilled in Configuration Management and Problem Management, I lead teams to enhance operational efficiency and continuous improvement. Passionate about driving impactful change and fostering collaborative environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Analyst Shift Lead
Verint
Bengaluru
04.2022 - Current
- Led process improvement initiatives to enhance operational efficiency
- Aligned organisational ITSM practices with best industry standards to enhance service delivery.
- Designed ITSM roadmap for newly formed IT team
- Define transition and operation plans for new projects
- Facilitated meetings to review project progress and collaboratively resolve issues, fostering team engagement.
- Implemented quality assurance measures to uphold compliance standards and ensure operational integrity.
SME Shift Lead
Mindtree
Bengaluru
04.2020 - 03.2022
- Scheduled projects and ensured timely completion, achieving high customer satisfaction.
- Supervised daily operations to enhance team performance and meet operational goals.
- Training new resources on process and project specific roles and tools.
- Created SOPs from Knowledge Transition to streamline team processes.
- Performing RCA as a part of Problem Management
- Documentation and Validation of Incident resolutions as per ITIL framework
- Resolved customer inquiries and escalated issues to management.
ServiceNow Analyst
Mindtree
Bengaluru
09.2018 - 03.2020
- Optimised and streamlined ServiceNow forms and fields to enhance user experience.
- Developed and managed service portal to align with organisational needs.
- Created workflows to translate business logic into actionable processes.
- Optimised and streamlined IT Service Management processes as a ServiceNow administrator.
Education
Bachelors of Engineering -
Don Bosco Institute of Technology
Bengaluru06.2018
Skills
- IT Service Management
- Incident response
- Problem Management
- IT Operation Management
- Configuration Management
- Vendor Management
Certification
ServiceNow Certified System Admin, January 2021
ITIL V4, July 2023
Azure Administrator January 2025
ITIL V4, July 2023
Azure Administrator January 2025
Course Work
ISC2 Certified in Cyber Security
Beginners guide to Cyber security (Udemy)
CompTIA Security +
Project management professional
Languages
- English
- Spanish
Timeline
Analyst Shift Lead
Verint
04.2022 - Current
SME Shift Lead
Mindtree
04.2020 - 03.2022
ServiceNow Analyst
Mindtree
09.2018 - 03.2020
Bachelors of Engineering -
Don Bosco Institute of Technology