Prakash Kumar Paul

• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
• Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Streamlined communication channels between customer success and engineering teams, expediting issue resolution.

• Overall responsible for service delivery for Application Maintenance, End user Services & Cloud Services towers to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives.
• Plan Program Increments effectively through client workshops and whiteboarding sessions to align resources and address any risks.
• Stable and well planned, coordinated, tested ServiceNow Instance Upgrades
• Continued CMDB cleanup efforts that helped with Platform performance, helped with reduced storage costs
  Fixed gaps and automated ITIL role request process, helping in reduced license cost
• Continued efforts on CMDB, based on the actions identified through the CMDB Dashboard
• Ensure alignment to enterprise service management processes for ITSM, ITOM, ITAM and CMDB modules, ensuring appropriate governance procedures are in place, communicated and proactively managed.
• Provide oversight and management for Change Management processes, including alignment to Enterprise Level Change Approval Board
• Ensure appropriate measures are in place for monitoring of compliance to process, service levels, technology standards including progress and activities
• Ensure that cost efficient and scalable operating model is maintained to support business.
• Co-ordinate with ServiceNow Vendor, client Infrastructure teams
• Develop and Implement processes for best service delivery.
• Work with stakeholders to manage escalation and risk.
• People development and coaching, high performance leadership and motivation of team members
• Provide overall leadership and set direction for managers and employees.
• Develop staff through ongoing training programs & certifications
• Manage capacity planning and effective resourcing to deliver services with utmost quality.
• Drive innovation and continuous service improvements that drives value to firm, clients, and associates.
• Annual & Monthly budgetary and financial management, including forecasting and planning.
• Monitor engagement budget, schedule, and quality.
• Responding to client inquiries or complaints in timely manner to ensure customer satisfaction.
• Drive Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals.
• Review existing solutions, identify opportunities for continuous improvements, and perform enhancements to systems.
• Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automates and optimizes performance and processes.
• Manage SLAs and guide team to triage, identify and implement solutions.
• Discuss customer feedback and identify solutions to problems.
• Review customer feedback to identify trends or patterns that may require further investigation.
• Engaged customers to discuss business needs and explore opportunities to increase sales.
• Managed resources effectively to avoid unnecessary delivery delays.
• Mentored junior team members to develop their skills and advance within the organization.
• Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.

• Managed cloud feasibility assessments for new clients, analyzing their existing IT infrastructure and applications to determine their suitability for migration to cloud
• Built business cases for cloud migration based on assessment, outlining costs, technical feasibility, challenges, solutions, and areas that were out of scope
• Collaborated with clients to identify their business objectives and determine most appropriate cloud solution for their needs
• Provided recommendations and guidance to clients on how to optimize their IT infrastructure and applications for cloud migration.
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement
• Conducted thorough market research and analysis, providing valuable insights for client decision making
• Collaborated with clients to gather necessary evidence for applications, ensuring comprehensive and accurate submissions that increase chances of success.
• Streamlined internal processes for efficient case management, resulting in faster response times to client inquiries.

• Managed end-to-end onboarding and off boarding of end user applications, including Chabot, self-heal, guided resolution, and interactive voice response (IVR) automated solutions, for both CCaaS and customer on-prem solutions for various clients
• Identified and evaluated new tools for automation based on new use cases, and managed testing, onboarding, presentation, and utilization of new tool for relevant use cases
• Collaborated with clients and stakeholders to understand their business needs and requirements, and provide recommendations for most appropriate end user computing solutions
• Monitored and tracked performance and utilization of end user computing solutions, and provided recommendations for optimization and improvements.
• Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
• Coordinated project planning and execution with team members and team leads.
• Communicated effectively with team members to deliver updates on project milestones and deadlines.
• Managed stakeholder expectations effectively throughout the entire product development process.
• Managed product demonstrations and testimonials for performance evaluation.
• Coordinated design meetings and decisions with internal departments and teams.
• Implemented Agile methodologies for more efficient project management and team collaboration.

• Managed training delivery for IT Infrastructure group
• Led team of trainers focused on service management and soft skills training
• Collaborated with Service Desk, SIAM, and ITAM teams to develop their capabilities through training
• Worked with management to identify and address their training needs.
• Facilitated effective communication between departments through collaborative workshops, enhancing organizational synergy and productivity
• Developed specialized curriculum for targeted skill improvement, resulting in higher productivity levels
• Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement
• Worked with vendors to customize courseware to accommodate business needs.
• Built and maintained professional relationships with vendors and suppliers.
• Developed and executed performance management programs to increase employee engagement and productivity.
• Collaborated with management to identify specific employee development needs and tailor training materials accordingly.
• Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.

· Formed new team along with expert leads from various technology groups and this project was meant to be showcase project to enable and upskill resources for this initiative to succeed.

· Assisted the Service management capability team with any skill gap issues

· Worked with Leadership teams in addressing any challenges or highlighting and mitigating risks

· Managed service delivery for cross-functional services, including incident and problem management, for law firm client

· Setup Service Management processes and trained resources on these processes to ensure consistent and efficient service delivery

· Fine-tuned alert monitoring thresholds and helped reduce false positive alert incidents by 60%, improving accuracy and efficiency of incident management.

• Improved service quality, addressing client concerns promptly and professionally
• Led cross-functional teams to achieve project goals on time and within budget
• Enhanced service delivery by developing and implementing efficient processes
• Established culture of continuous improvement, encouraging team members to share ideas for process enhancements
• Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements
• Fostered strong relationships with clients to maintain long-term partnerships and drive business growth
• Improved service quality, addressing client concerns promptly and professionally.
• Led cross-functional teams to achieve project goals on time and within budget.

• Optimized monitoring operations for Pharma company client by introducing BMC BPPM, which replaced 40 legacy tools
• This standardization reduced effort of 4 resources at L3 and 10 resources at L1, resulting in improved efficiency and cost savings
• Managed multiple monitoring tools including Zenoss, HP OVO, HP SIM, Netcool, Net IQ, Nagios, Tivoli, VNC Viewer, Solar Winds, Big Brother, WhatsApp Gold, Spectrum, VTOM, TWS (Tivoli Work Scheduler), and Control-M to ensure consistent and effective monitoring of the client's IT environment
• Further optimized monitoring operations by reducing alerts and improving Alert vs Incident ratio from 7% to 46%, reducing noise and improving accuracy and efficiency of incident management
• Implemented shift-left approach by increasing resolution rate at L1 from 10% to 50%, reducing operating costs by 12 FTEs and improving efficiency and effectiveness of IT operations team
• Reduced number of manual health checks by over 70% through implementation of scripts, resulting in further cost savings and improved efficiency.
• Implemented ITIL-based service management practices to improve the efficiency and effectiveness of IT support services within the organization.
• Reduced downtime through vigilant monitoring of system performance and proactive identification of potential issues.

• Successfully transitioned project and established Operational Level Agreements (OLAs) between Level 1 and Level 2/Level 3 teams
• Developed knowledgebase documents for Level 1 teams, enabling them to quickly resolve issues and improve service delivery
• Led transition and setup of Gurgaon team as Business Continuity Planning (BCP) location for Bangalore team
• Implemented performance management tracker to monitor team performance
• Mentored junior operators, sharing knowledge and best practices for effective NOC operations
• Continuously assessed team performance, providing feedback and coaching for ongoing improvement in daily operations
• Streamlined incident response procedures, reducing time taken to identify root causes and implement corrective actions
• Coordinated communication between internal stakeholders during major incidents, keeping all parties informed of progress towards resolution
• Enhanced team efficiency by implementing streamlined processes for NOC operations
• Developed comprehensive documentation for troubleshooting procedures, increasing the team''s ability to resolve issues quickly.
• Mentored junior operators, sharing knowledge and best practices for effective NOC operations.

• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Engaged in user support interactions via telephone, chat and email platforms.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Assisted in training new team members on service desk procedures, tools, and best practices.
• Participated in IT projects as needed, providing valuable input from service desk perspective to ensure seamless integration with existing systems.
• Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.