Henal Prakash
Bengaluru
Summary
Result-oriented Professional with 17+ years of experience in IT Service Management entailing Infrastructure Support Management. Spearheaded enterprise-wide process automation initiatives achieving a significant reduction in manual effort, faster incident resolution, and streamlined service delivery. Proven ability to embed automation into ITIL Incident, Problem, and Change processes to enhance efficiency, reliability, and compliance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Associate Consultant
Tata Consultancy Services
02.2022 - Current
- Managed AWS cloud operations, including incident, problem, change, and catalog request management, aligned with ITIL best practices
- Drove continuous service improvements through data-driven insights, enhancing AWS cloud service reliability and user experience
- Led CSI initiatives, driving process enhancements and boosting service efficiency by X%
- Managed and maintained the IT service catalog, ensuring accurate, up-to-date service offerings aligned with business needs
- Streamlined catalog management processes, enhancing service visibility and improving request fulfillment efficiency by X%
- Led root cause analysis and problem resolution initiatives, reducing recurring incidents and improving system stability
- Implemented proactive problem management strategies, minimizing service disruptions and enhancing overall IT service reliability
- Coordinated end-to-end change management processes, ensuring minimal risk and successful deployment of IT changes
Service Manager Specialist Advisor
NTT DATA Services
10.2016 - 02.2022
- Contributed to achieving SLA target availability by delivering high quality services from Wintel / Network / NTT DATA Cloud team.
- Implement ITIL compliant Incident, Problem management & Change Management process using standard ITSM methodologies.
- Responsible for administering and managing the Desktop engineering function, focused on delivering software packaging, image management, patch management, software distribution/deployment management and client remediation support.
- Follow patch management process and procedures to identify, test, communicate and deploy required patch updates or software updates. Establish, document and administer routine software update procedures.
- Administer and operate the Configuration Management Platform under the framework of NTT DATA Enterprise System Management methodology. Perform routine inventory reconciliation activities to validate inventory accuracy for the systems.
Lead - Problem Management
IBM India Pvt Limited
03.2015 - 10.2016
- Implemented enhancement in problem analytics specifically in root cause determination, data analysis and problem trending.
- Analyzing historical data to identify and eliminate potential incidents before they occur.
- Ensured the performance of the problem management team to achieve defined performance targets.
- Managed Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.
- Responsible for the daily/weekly production control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact.
Incident Manager
Successfactors an SAP Company
08.2013 - 12.2014
Remote Desktop Analyst
IBM India Pvt Limited
10.2009 - 03.2013
Sr Technical Support Engineer
Hewlett Packard
12.2007 - 08.2009
Technical Support Engineer
Minacs
10.2006 - 11.2007
Education
BA - Economics
Brennen College, Kannur University
Skills
- Collaborative stakeholder engagement
- KPI & SLA Governance, Dashboard Reporting, Data Analytics
- Experienced in ServiceNow and Jira
- Strong Work Ethic & Accountability
- Analytical & Strategic Thinking
Certification
- ITIL 4
- SIAM Professional
- ASW Cloud Practitioner
- AWS Solution Architect Associate
Timeline
Associate Consultant
Tata Consultancy Services
02.2022 - Current
Service Manager Specialist Advisor
NTT DATA Services
10.2016 - 02.2022
Lead - Problem Management
IBM India Pvt Limited
03.2015 - 10.2016
Incident Manager
Successfactors an SAP Company
08.2013 - 12.2014
Remote Desktop Analyst
IBM India Pvt Limited
10.2009 - 03.2013
Sr Technical Support Engineer
Hewlett Packard
12.2007 - 08.2009
Technical Support Engineer
Minacs
10.2006 - 11.2007
BA - Economics
Brennen College, Kannur University
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