Naveen Kamalanathan
Bangalore
Summary
Senior Analyst with extensive experience at Teva Pharmaceuticals, specializing incident management. Proven proficiency in Azure tools and automation, leading to successful implementation of training programs that enhanced team efficiency. Strong analytical skills and leadership capabilities drive exceptional service performance and operational enhancements.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Analyst
Teva Pharmaceuticals
Bengaluru
09.2023 - Current
- Surpassed operational excellence metrics by delivering technical support for cloud-based services.
- Documented technical solutions to facilitate rapid knowledge transfer across teams.
- Trained teams for AZ-104 certification, boosting cloud service expertise.
- Managed major incidents and escalations, ensuring swift issue resolution and comprehensive root cause analysis.
- Maintained documentation and communicated via email to enhance workflow efficiency.
- Delivered high-quality service while adeptly multi-tasking and de-escalating critical situations.
- Collaborated with cross-functional teams to optimize cloud performance and reliability.
- Conducted training sessions on Azure tools and services for team members.
Senior Associate
NTT DATA Global Services
Bangalore
09.2020 - 08.2023
- Covered all responsibilities of TL during absence of leads and managers.
- Initiated Shift Left opportunities to enhance operational efficiency.
- Bridged communication between multiple L2 teams and L1 service desk.
- Implemented RPA for automated ticket routing.
- Generated various reports including SLA, AHT, and productivity metrics.
- Managed Shift Left projects for endpoint services, applying policies, and overseeing cloud desktops.
- Oversaw messaging services related to creation and activation of cloud mailboxes.
- Acquired extensive knowledge of PowerShell while performing L1.5 duties.
Customer Support Executive
Altruist Technologies
Bangalore
02.2020 - 09.2020
- Initiated cross trainings with other teams to upskill
- Participate with other team members in establishing team performance objectives and promote the concepts of team building
- Conducted team meetings and huddles
- Point of contact for the clients.
Customer Support Representative
Hinduja Global Solutions
Bangalore
08.2019 - 01.2020
- Worked with other verticals to solve the customers queries at the earliest.
- As SME, made sure that the team was adhering to the process.
- Point of contact to Field service team.
- Practiced ITIL and Six Sigma concepts
- Sharing the reports and data to the team related to KRA
Technical Specialist
Amtech Machinery and Tools
Bengaluru
07.2017 - 07.2019
- Design & Technical Proficiency-strong command of AutoCAD and SolidWorks, enabling efficient drafting, modeling, and problem-solving in engineering and design projects.
- Maintenance & Repair Expertise-experienced in diagnosing and resolving technical issues, ensuring seamless operation and optimal functionality.
- Customer Support & Communication-excellent interpersonal skills, bridging the gap between technical solutions and client needs while delivering exceptional customer service.
- Multi-tasking & Process Optimization-thrives in fast-paced environments, efficiently handling multiple tasks while maintaining high standards of quality and compliance.
Education
B.Tech - Mechanical Engineering
Periyar Maniyammai University
Thanjavur03.2017
Skills
- Cloud services expertise
- Azure tools proficiency
- Incident management
- Technical documentation skills
- Automation implementation
- Process optimization strategies
- Knowledge transfer techniques
- Performance monitoring
- Active Directory management
- Jenkins integration capabilities
- IT service management proficiency
- Microsoft Azure services knowledge
- Windows PowerShell scripting skills
- Advanced Excel proficiency
- Project management skills
- Root-cause analysis expertise
Certification
• Python, Green Technologies, Chennai
• AWS, Percipio (NTT data LMS)
• Azure AD, Percipio (NTT data LMS)
• ITIL Foundation Certification in IT Service Management, PeopleCert On behalf of Axelos
• DevOps, Simplilearn, 20/10/25, Present
• AWS, Percipio (NTT data LMS)
• Azure AD, Percipio (NTT data LMS)
• ITIL Foundation Certification in IT Service Management, PeopleCert On behalf of Axelos
• DevOps, Simplilearn, 20/10/25, Present
Timeline
Senior Analyst
Teva Pharmaceuticals
09.2023 - Current
Senior Associate
NTT DATA Global Services
09.2020 - 08.2023
Customer Support Executive
Altruist Technologies
02.2020 - 09.2020
Customer Support Representative
Hinduja Global Solutions
08.2019 - 01.2020
Technical Specialist
Amtech Machinery and Tools
07.2017 - 07.2019
B.Tech - Mechanical Engineering
Periyar Maniyammai University