NAVEEN CADIYALA
BANGALORE
Summary
Dynamic IT professional with over 9 years of experience in Service Desk Management, Technical Support, and IT Operations, driving exceptional performance in diverse environments. Expertise in Incident and Change Management, coupled with strong leadership skills, enables the cultivation of high-performing teams and the implementation of ITIL best practices. Proven track record in optimizing SaaS platforms to enhance service delivery and user experience while consistently exceeding SLA targets. Committed to fostering operational excellence and continuous improvement, ensuring seamless communication and collaboration across global teams. Ready to leverage extensive knowledge in IT service management to lead and inspire teams in achieving strategic objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Team Lead
G2.com India Pvt Ltd
Bangalore
02.2024 - Current
- Built and led a high-performing team of Support Associates and Senior Consultants, consistently exceeding KPIs including CSAT and SLA adherence.
- Conducted regular 1:1 mentoring sessions to develop team members' capabilities in technical investigation and delivering exceptional support services.
- Analyzed support data to identify recurring customer issues, implemented process improvements to enhance resolution quality and increase customer satisfaction.
- Managed Incident and Change Management processes, ensuring minimal service disruptions and maintaining effective cross-team communication.
- Oversaw IT service operations and asset management across the APAC region, ensuring ITIL compliance and optimizing hardware procurement strategies.
- Automated access request workflows in Okta, significantly reducing ticket volumes and improving response times.
- Improved service efficiency through regular audits, optimized shift scheduling, and the creation of actionable performance reports for ongoing enhancements.
- Managed procurement of laptops and MacBooks, coordinating with vendors to ensure on-time delivery, cost-effectiveness, and adherence to company hardware standards.
- Tools used: JIRA, Okta, Kandji, Oomnitza, Google Workspace, Zoom, and other SaaS platforms.
Sr Analyst/Team Lead
Accenture Solutions Pvt Ltd
Bangalore
01.2022 - 01.2024
- Led and managed a team of 30+ FTEs across Service Desk, Batch Operations, and ITOC projects, ensuring smooth execution and high-quality service delivery.
- Prepared and presented daily, weekly, and monthly performance reports to clients, promoting transparency and alignment with business goals.
- Conducted weekly process improvement meetings, driving actionable enhancements in operational workflows and service efficiency.
- Served as the primary Point of Contact (POC) for management, facilitating stakeholder engagement and championing continuous process improvements.
- Planned and maintained 24/7 operational shift rosters, ensuring uninterrupted support and business continuity.
- Uphold high team performance through regular quality audits, structured feedback sessions, and skills assessments.
- Applied ITIL 4 Foundation concepts to drive consistency and effectiveness across service delivery processes.
- Managed incident and service request tickets via ServiceNow, ensuring SLA adherence and timely resolution.
- Tools used: ServiceNow, LogMeIn, Citrix VM, Microsoft Office 365, JIRA, and Confluence.
Systems Analyst
Sonata Software Ltd
Bangalore
08.2019 - 08.2020
- Provided end-user support for Dynamics 365 retail tools, enhancing user productivity and system adoption.
- Managed incident resolution and service request tracking using real-time dashboard monitoring, ensuring strict SLA compliance.
- Led a team of 5 members, overseeing shift scheduling, resource allocation, and fostering skill development through targeted training and feedback sessions.
- Delivered multi-channel technical support, ensuring prompt and effective resolution of user-reported technical issues.
- Conducted regular quality audits and performance evaluations, driving continuous service delivery improvements.
- Served as a Subject Matter Expert (SME) and primary knowledge recipient, facilitating smooth knowledge transitions and enhancing operational workflows.
- Compiled and presented detailed performance and efficiency reports to stakeholders, enabling data-driven strategic decisions.
- Tools used: ServiceNow, Microsoft Office 365, Dynamics 365, Google Workspace Apps, Zoom, and JIRA.
IT Support Technician
Envoy Mortgage India Ltd
Bangalore
11.2016 - 08.2019
- Prioritized and managed incident resolution, escalations, and high-priority tickets with strict SLA adherence, while monitoring calls, ticket queues, and dashboards to maintain performance.
- Led process improvements through regular reviews, weekly performance analysis, and quality audits; implemented actionable changes to boost operational efficiency.
- Scheduled and managed 24/7 shift rosters, ensuring continuous team operations and business continuity.
- Acted as Point of Contact (POC) for management during reviews and improvements; facilitated candidate interviews, onboarding, and delivered comprehensive training.
- Maintained updated SOPs in compliance with company standards; handled user provisioning, access control, mailbox configuration, and provided remote technical support for servers, IP/Softphones, and hardware/software issues.
IT Support Associate
Infinite Computer Solutions
Bangalore
01.2015 - 07.2015
- Delivered exceptional multi-channel technical support (calls, chat, email), ensuring timely resolutions and high user satisfaction.
- Handled a high volume of queries while maintaining SLA compliance and consistent service quality.
- Provided clear, step-by-step technical guidance via chat and email; resolved complex escalations through real-time phone support.
- Maintained detailed documentation of user interactions to enhance the internal knowledge base.
- Offered in-depth support for Mac devices, troubleshooting hardware, software, and connectivity issues.
Education
Bachelor of Engineering - Computer Science
SVPCET
Puttur06-2014
Higher Secondary Education - MPC
Sri Chaitanya Junior College
Chittoor01.2010
Secondary School Certificate - SSC
Camford English High School
Chittoor01.2008
Skills
- Incident and change management
- Project leadership
- People management and coaching
- Analytical thinking
- Problem solving
- Effective communication
- IT operations and service delivery
- Stakeholder and vendor management
- Time management and prioritization
- SaaS administration
- Quality assurance and audit practices
- SLA monitoring and performance tracking
- Windows and Mac support
Certification
- Azure Fundamentals (AZ-900)
- IT Service Desk: Service Management
- Coaching Skills for Leaders and Managers
- Healthcare IT Support
- Change Management
Accomplishments
- Improved ticket resolution efficiency by 40% by implementing a streamlined incident categorization and triage process, significantly enhancing first-call resolution rates, and reducing response times
- Led global service desk operations supporting over 1,000 users across multiple time zones, achieving 98% SLA adherence, and maintaining CSAT scores consistently above 95%
- Automated onboarding and offboarding workflows using BetterCloud and Okta, reducing manual provisioning efforts by 75%, and ensuring seamless Day 1 readiness for new hires
- Reduced recurring IT issues by 60% through the implementation of a structured root cause analysis process and regular problem management reviews
- Developed and enforced ITIL-based service desk procedures, enhancing incident management consistency, and ensuring audit readiness for compliance reviews
- Recognized as a top-performing service desk lead by leadership and peers, consistently received commendations from multiple enterprise clients for delivering exceptional support and ownership
Timeline
Technical Team Lead
G2.com India Pvt Ltd
02.2024 - Current
Sr Analyst/Team Lead
Accenture Solutions Pvt Ltd
01.2022 - 01.2024
Systems Analyst
Sonata Software Ltd
08.2019 - 08.2020
IT Support Technician
Envoy Mortgage India Ltd
11.2016 - 08.2019
IT Support Associate
Infinite Computer Solutions
01.2015 - 07.2015
Bachelor of Engineering - Computer Science
SVPCET
Higher Secondary Education - MPC
Sri Chaitanya Junior College
Secondary School Certificate - SSC
Camford English High School
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