Open To Work
Praveen Kesarwani
Navi Mumbai
Work Preference
Summary
Strategic IT & Service Management leader with expertise in enterprise application governance, ITIL-aligned service delivery, and program management. Serves as Single Point of Accountability (SPOC) for complex platforms and transformations, ensuring SLA/SOW compliance. Leads cross-functional teams to manage escalations and drive continuous service improvement that aligns with business objectives. Results-oriented IT Business Consultant with a proven track record in program management and stakeholder engagement. Adept at driving process improvements and leading cross-functional teams to enhance service delivery and operational excellence.
Overview
14
14
years of professional experience
Work History
Senior IT Business Consultant
Clariant India Pvt Ltd
Navi Mumbai
01.2023 - Current
- Provided executive leadership for governance and operational management of diverse enterprise platform portfolio.
- Served as sole executive owner for technical strategy, oversight, reporting, issue resolution, and change management.
- Directed full service management lifecycle, emphasizing performance excellence and timely decision-ready insights.
- Acted as strategic partner to senior stakeholders, ensuring technology services met SLA and SOW commitments.
- Chaired executive governance forums to leverage metrics and KPIs for optimizing service quality and efficiency.
- Led cross-functional teams through complex transformations and major system changes, driving innovation and modernization.
Senior Manager Program Management
Loylty Rewardz Management Pvt. Ltd.
Mumbai
05.2019 - 01.2023
- Led end-to-end program management for large-scale customer loyalty initiatives in banking sector, ensuring delivery excellence throughout program lifecycle.
- Owned service management and escalation governance, acting as primary authority for resolving high-impact client issues.
- Established and maintained strong relationships with key client stakeholders to foster trust and long-term partnerships.
- Ensured consistent service delivery aligned with scope of work and service level agreements by proactively managing risks.
- Coordinated cross-functional teams to optimize program performance while enhancing service quality and achieving business objectives.
Assistant Manager Service Management
Reliance Jio Infocomm Ltd
Navi Mumbai
10.2015 - 04.2019
- Delivered end-to-end IT service management for mobile services in a 24x7 environment, ensuring compliance with SLAs and service targets.
- Led incident management governance by chairing operational and project review calls to enhance service availability and reduce mean-time-to-resolution (MTTR).
- Provided leadership to a service delivery team of over 30 members, embedding ITIL best practices in incident, problem, change, and request fulfillment processes.
- Monitored service performance metrics and KPIs, analyzing trends with stakeholders to drive continual service improvement initiatives.
- Oversaw the complete service portfolio while leading customer service excellence programs to improve service quality and user satisfaction.
Consultant
Sutherland Global Service Pvt Ltd
Navi Mumbai
09.2014 - 11.2015
- Served as primary contact for over 50 customer migrations annually, successfully resolving all critical escalations.
- Executed detailed project management strategies that minimized risks and resulted in 95% milestone adherence.
- Achieved 98% on-time project completion through strict adherence to scope and timelines.
- Facilitated collaboration among cross-functional teams and third-party vendors, clarifying requirements to eliminate rework.
Process Associate
Lester Info services Pvt Ltd.
Mumbai
02.2014 - 09.2014
- Coordinated effectively between end users and technical teams to ensure timely issue resolution and SLA compliance.
- Managed level 1 and level 2 escalations, providing regular updates to operations teams and senior management on high-priority incidents.
- Delivered comprehensive customer support globally by resolving software issues remotely and coordinating on-site assistance.
- Facilitated customer communications through calls and emails, efficiently addressing queries while achieving AHT targets and upselling products.
- Retained dissatisfied customers through strategic issue resolution, service recovery, and promotional offers, enhancing satisfaction and loyalty.
Research & Application Executive
Chronos Technology Pvt Ltd.
Mumbai
06.2012 - 10.2013
- Researched and identified suitable job opportunities across various portals based on client preferences.
- Shared shortlisted job openings with clients for approval, managing entire application submissions via online systems.
- Coordinated telephonic interviews between clients and employers after resume shortlisting.
- Handled complete job application lifecycle, addressing queries and ensuring a smooth engagement experience.
- Reviewed and validated client resumes submitted through company portal, collaborating to enhance alignment with market standards.
Education
Bachelor of Science - Information Technology
Mumbai University
Mumbai06-2012
Skills
- Program management
- Solution implementation
- Process improvement
- Stakeholder management
- Strategic planning
- Service excellence
- Client relations
- Leadership skills
- Negotiation skills
- Team collaboration
- Time management
- Effective communication
- Service management
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Marathi
Advanced (C1)
C1
Timeline
Senior IT Business Consultant
Clariant India Pvt Ltd
01.2023 - Current
Senior Manager Program Management
Loylty Rewardz Management Pvt. Ltd.
05.2019 - 01.2023
Assistant Manager Service Management
Reliance Jio Infocomm Ltd
10.2015 - 04.2019
Consultant
Sutherland Global Service Pvt Ltd
09.2014 - 11.2015
Process Associate
Lester Info services Pvt Ltd.
02.2014 - 09.2014
Research & Application Executive
Chronos Technology Pvt Ltd.
06.2012 - 10.2013
Bachelor of Science - Information Technology
Mumbai University