Naresh Kudurupaka
Mumbai
Summary
A Result Driven ITIL certified ITSM Professional with extensive 15+ years' experience in Information Technology, IT Service Management professional with deep experience leading Service Desk and Deskside Support operations and delivering high-quality end-user services in enterprise environments. As a ServiceNow Technical Lead/Senior Solution Consultant, I design, implement, and administer ITSM capabilities—streamlining processes through workflow automation, service catalog optimization, and configuration aligned to platform best practices. I build and support integrations (e.g., LDAP and API-based connections) to improve data consistency, access management, and service reliability. Known for stakeholder-facing leadership and disciplined project delivery, consistently planning and executing initiatives on time and within budget while driving adoption and measurable operational improvements.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager IT Product & Governance – ServiceNow & Moveworks
Marsh McLennan
Mumbai, MH
03.2021 - Current
- Directed development initiatives for Moveworks AI and ServiceNow, focusing on improving user experience across IT services.
- Oversaw the integration of Moveworks AI and enhancements to ServiceNow platform, focusing on streamlining IT service management processes.
- Coordinated efforts with senior product leadership and project managers to synchronize AI and IT governance roadmaps with overarching strategic initiatives.
- Lead full lifecycle management of ML and GenAI projects, successfully transitioning innovative AI concepts into scalable production solutions.
- Aligned AI and ServiceNow roadmaps with the corporate AI strategy in collaboration with senior product leadership.
- Interpreted and conveyed technical insights from data scientists and ML engineers to business stakeholders, driving real-world applications of data-driven solutions.
- Streamlined IT support operations through the application of Moveworks and ServiceNow enhancements, resulting in a significant improvement in response time and customer satisfaction.
Project Manager
CMS IT Services
Mumbai, MH
04.2020 - 03.2021
- Managed the Application Support team Mumbai and Hyderabad for L1 and L2 support.
- Oversee daily application support, ensuring quality and timely ticket resolution.
- Act as the primary contact between IT teams and business users for end-user computing issues, updates, and escalations.
- Identify challenges and drive process improvements in collaboration with IT and business teams.
- Ensure 100% support availability and create backups for all systems.
- Provide technical support, analyze problems, and recommend solutions.
- Prepare management reports and assist in resource planning and documentation.
- Coordinate with development teams for onshore and offshore support.
- Supervise requests related to growth, resources, and vendor issues.
- Administer new service packs and ensure effective implementation.
- Train customer groups on HP PPM tools and maintain documentation.
- Analyze requirements, prepare use cases, and manage project plans.
- Implement ITSM modules in ServiceNow, including Incident and Change Management.
- Configure ServiceNow features such as Service Portal, email notifications, and dashboards.
- Manage ServiceNow integrations and improvements based on business needs.
- Knowledgeable in JavaScript, XML, HTML, AJAX, CSS, and various ServiceNow functionalities.
Service Desk / ServiceNow Administrator
Dominion Diamond Mines
Mumbai, MH
12.2017 - 04.2020
- Manage the Global Service Desk for Remote and Field Support (24/7) across Mumbai, Calgary, Antwerp, and Toronto.
- Oversee daily Technical Support operations, including Incident Management, Service Requests, and Asset Management.
- Act as the primary contact between Dominion Diamond IT Teams and business users for end-user computing issues and urgent requests.
- Direct technology operations and evaluate them against established goals.
- Plan and deliver exceptional global user support services.
- Establish IT policies and processes for continuous service improvement.
- Analyze departmental technology needs.
- Monitor Service Desk and Field Support performance against SLA metrics.
- Handle escalations for Service Desk and Field Support.
- Ensure compliance with internal and external guidelines.
- Collaborate with ITSM process owners to enhance Incident Management processes.
- Communicate outages to business users.
- Identify training and skill advancement opportunities for the team.
- Recruit, train, and manage team performance in a safe work environment.
- Prepare and present weekly and monthly service reports to management.
- Manage IT asset and inventory.
- Coordinate technical arrangements for VIP visits to the India office.
- Diagnose, repair, and maintain hardware (laptops, desktops, printers).
- Knowledgeable in Virtual Desktop Infrastructure (VDI) and Patch Management.
- Administer ServiceNow Ticketing Tool (ITSM).
Shift Lead - Technology/ServiceNow Support
Microland (Client - Bank Of America)
Mumbai, MH
06.2016 - 12.2017
- Led Level 2 technical service support team to enhance service delivery and customer satisfaction.
- Looking after Incident Management, Request Fulfillment & Standard Changes, SLA Management.
- Understanding customer requirements in first interaction as and when they call or visit at support desk.
- Ensuring Professional approach of greeting customer is maintained through interaction.
- Encouraging perception of IT as preferred technology service provider by maintaining pleasant, comfortable and inviting service environment.
- Installing, troubleshooting and taking care of computer hardware repair (Laptop & Desktop).
- Troubleshooting and installing hardware and peripherals including memory, SSD drives, external backup drives, etc.
- Installing MacAfee Environment on IT-supported hardware.
- Evaluating and testing new technology for feasibility & implementation within business requirements.
- Providing training to end-users for technical assistance on computer operating systems, use of computer equipment, software, approved application and accessories.
- Besides Technical support involved in ServiceNow support as per business requirement.
- Creation and modification of Service Catalog Items in ServiceNow.
- Worked on creation of workflow and email notification on Incident and Requested Item table.
- Worked on configuration of SLA/OLS in ServiceNow.
- Providing quarterly training to existing employee and new employees of ServiceNow utilization.
Site Incharge - Helpdesk Support
Wipro Infotech (TATA AIA)
Mumbai, MH
10.2009 - 06.2016
- Heading Regional Support Desk of Level 1 and Level 2 Engineers Operating from Mumbai location Supporting 600 users across West Region.
- Incident Management, Request Fulfillment & Standard Changes - Level 1 & 2.
- Managing performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers' expectations are met or exceeded.
- Assigning Incident related to desktop, laptop, Printers and monitoring team performance.
- Managing Laptop, Desktop preparation for new employee and printer configuration and Maintenance.
- Handling team meetings for service improvement and customer satisfaction.
- Managing Patching on laptops, desktops, and printers.
- Managing allocation of systems to new users and retrieving systems from users after departure and update in Inventory of laptop and desktops and entire IT Assets.
- Managing Active Directory for user account creation, password reset, and share drive access.
- Daily, Weekly and Monthly calls report preparation.
- Managing EPO server for users and laptop encryption.
- Managing SCCM Server of all users including patching and adding resources for standard software's pushing for users.
- Provided Technical support to India users in 24/7 uptime environment, often working double shifts to accommodate time zones.
Education
Bachelor of Arts - Economics
Mumbai University
Mumbai04-2009
Skills
- ITIL Process Knowledge
- Service Request Management
- Incident Management
- Change Management
- Service Desk Management
- Scripting
- ITSM
- Service Catalog Management
- AI Agents
- Performance Analytics & Reporting
- Flow Designer
- Configuration Management Database Management
- SLA & KPI Governance
- HRSD
- ITOM
Certification
- ITIL Certified
- Certified ServiceNow Administrator
- Flow Designer Certified
- Automation Anywhere RPA Certified
- Scripting in ServiceNow Fundamentals
Accomplishments
- Led end-to-end ServiceNow ITSM implementation and administration across Incident, Problem, Change, Knowledge, and Service Catalog.
- Built and integrated Moveworks AI agents for IT support automation with ServiceNow.
Languages
English
Telugu
Hindi
Marathi
Personal Information
- Father's Name: Gatayya Kudurupaka
- Date of Birth: 07/05/87
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Qualifications Certifications
- Bachelor of Arts, University of Mumbai, 03/2009
- MCITP certification-Windows server 2008 Active Directory (70-640), 02/2013
- MCITP certification- Windows server 2008 network infrastructure (70-642)
- MCITP certification- Windows server 2008 Administrator (70-646)
- Completed ITIL 2011 Certification, 12/2013
- ServiceNow Certified System Administrator Certification, 12/2019
- Automation Anywhere Advanced RPA 11.0, 06/2020
Timeline
Manager IT Product & Governance – ServiceNow & Moveworks
Marsh McLennan
03.2021 - Current
Project Manager
CMS IT Services
04.2020 - 03.2021
Service Desk / ServiceNow Administrator
Dominion Diamond Mines
12.2017 - 04.2020
Shift Lead - Technology/ServiceNow Support
Microland (Client - Bank Of America)
06.2016 - 12.2017
Site Incharge - Helpdesk Support
Wipro Infotech (TATA AIA)
10.2009 - 06.2016
Bachelor of Arts - Economics
Mumbai University