Job Search Status
Open to workDesired Job Title
Senior Associate / Subject Matter Expert (SME)Work Type
Full TimeLocation Preference
On-SiteRemoteHybridOpen to relocation: Yes
Open To Work
NAVANEETH KS
Senior Associate
Bangalore,KA
Work Preference
Summary
IT Support and Service Desk Professional with 6+ years of experience in global enterprise environments. Skilled in incident and problem management, identity & access administration, and cloud services (Microsoft 365, Azure, AWS). Proven expertise in handling P1/P2 incidents, ensuring SLA compliance, and driving service quality improvements. ITIL certified, with a strong background in system administration, mentoring, and process optimization. Experienced in team management, including onboarding, training, and leading associates to enhance productivity and collaboration across diverse technical teams.
Overview
1
1
Certificate
6
6
years of professional experience
Work History
Senior Associate / Subject Matter Expert (SME)
Blue Mantis
06.2023 - Current
- Delivered advanced troubleshooting for complex customer issues, improving first‑call resolution rates.
- Led resolution of P1/P2 incidents and escalations, ensuring SLA compliance.
- Owned end‑to‑end problem management: root cause analysis, corrective actions, and cross‑functional collaboration.
- Managed enterprise identity administration (Active Directory, Azure AD).
- Authored and maintained Knowledge Base documentation to enhance operational efficiency.
- Mentored and onboarded new associates, driving team productivity.
- Identified operational gaps and recommended improvements to streamline service desk performance.
Senior Analyst
HCL Technologies
12.2021 - 06.2023
- Supported Major Incident Management (MIM) for high‑impact business incidents.
- Managed P1/P2 incidents via calls, emails, and ticketing systems with strict SLA adherence.
- Conducted weekly audits of tickets and calls, generating reports for continuous improvement.
- Developed Business Continuity Plans (BCP) to minimize service disruption.
- Delivered Knowledge Transfer (KT) sessions and client training on applications.
- Promoted to SME within 6 months for technical expertise and leadership.
- Awarded Best Performer (2022) and Extra Miles recognition for exceptional service quality.
IT Service Desk Analyst
Tata Consultancy Services (TCS)
07.2016 - 10.2018
- Monitored infrastructure and systems for high availability and reliability.
- Analyzed application performance issues and collaborated with development teams for solutions.
- Installed, configured, and maintained operating systems and enterprise applications.
- Managed security, backup, and redundancy strategies for disaster recovery readiness.
- Coordinated resolution of complex technical issues with cross‑functional teams.
- Partnered with security teams during malware incidents, minimizing disruption across Chennai region.
Education
Bachelor - Computer Applications
Nehru Arts And Science College
Coimbatore, India01-2016
Higher Secondary - Bio-Maths
Sree Narayana Public School
Palakkad, India01-2013
Skills
Incident & Problem Management
Active Directory & Azure AD Administration
Microsoft 365, Azure, AWS, VMware
Team Leadership, Training & Supervision
Cloud Infrastructure & Application Integration
Performance Monitoring & System Administration
Performance Monitoring & System Administration
Service Management Tools (ServiceNow, Jira, OpsRamp, ManageEngine, OKTA)
Accomplishments
- Collaborated with the Problem Management team to identify root causes for multiple major issues, implementing permanent solutions that reduced repeat incidents and improved system stability.
- Promoted to SME within 6 months at HCL Technologies (2022) for technical expertise and leadership.
- Awarded Best Performer (2022) for consistent SLA adherence and service delivery excellence.
- Received Extra Miles appreciation for delivering exceptional customer support and going beyond expectations.
- Led incident response during a major malware attack at TCS, minimizing disruption across the Chennai region.
- Coordinated with the HR team at TCS and led a student engagement team to conduct preliminary exams across multiple Tier‑1 colleges in Tamil Nadu, demonstrating strong team management, stakeholder coordination, and organizational skills.
Certification
ITIL Workshop | Project Management | Data Analyst | AWS Foundation | Anti-Virus Training (Symantec) | Windows 10 & Server Maintenance (TCS) | Windows Maintenance Certification
Timeline
Senior Associate / Subject Matter Expert (SME)
Blue Mantis
06.2023 - Current
Senior Analyst
HCL Technologies
12.2021 - 06.2023
IT Service Desk Analyst
Tata Consultancy Services (TCS)
07.2016 - 10.2018
Bachelor - Computer Applications
Nehru Arts And Science College
Higher Secondary - Bio-Maths
Sree Narayana Public School
PROFESSIONAL EXPERIENCE
- Blue Mantis | Bangalore, India
- Senior Associate / Subject Matter Expert (SME) June 2023 – Present
- HCL Technologies | Chennai, India
- Senior Analyst December 2021 – June 2023
- Tata Consultancy Services (TCS) | Chennai, India
- IT Service Desk Analyst July 2016 – October 2018