AT &T
PRAVEEN NAIR
New Delhi
Summary
Dynamic Configuration Manager with a proven track record at HCL Technologies, enhancing onboarding efficiency by 15% through improved documentation. Skilled in ITSM tools like ServiceNow and adept at stakeholder communication, I drive process optimization and ensure IT service reliability, leveraging strong leadership to achieve outstanding results.
Overview
14
14
years of professional experience
3
3
Certification
Work History
Configuration Manager
HCL Technologies Limited
Bengaluru
04.2023 - 08.2024
- Spearheaded configuration documentation improvements, boosting onboarding efficiency, and cutting new hire training time by 15%.
- Conducted CMDB audits and executed targeted updates, increasing CI accuracy by 40% through strategic gap analysis in ServiceNow.
- Oversaw configuration lifecycle and incident resolution workflows, ensuring IT service reliability in alignment with ITIL standards.
- Provided proactive communication to stakeholders, fostering transparency, and rapid incident resolution.
Configuration Specialist - RU Billing
Kyndryl Solutions Private Limited
Bengaluru
12.2020 - 03.2023
- Designed and maintained scalable billing configurations, ensuring accuracy and compliance with financial frameworks.
- Partnered with finance and billing teams to identify system issues, driving optimization, and process improvements.
- Led UAT efforts for billing system updates, minimizing post-deployment errors, and enhancing billing integrity.
- Delivered configuration process training to internal stakeholders, reinforcing best practices.
Focal Lead
IBM India Private Limited
Bengaluru
05.2019 - 11.2020
- Created and delivered tool-specific training programs, increasing team productivity by 20%, and reducing errors by 10%.
- Directed a team of 10 L1 engineers, coordinated root cause analysis initiatives, and proactively reduced incident volumes by 90%.
- Generated SLA and Swivel Desk analytics to drive performance insights and decision-making.
- Managed the end-to-end change request lifecycle, with a focus on risk analysis and conflict mitigation.
- Maintained updated knowledge through continuing education and advanced training.
- Collaborated with the developer to optimize the Swivel process, reducing. Incident volumes were reduced by 90% through proactive measures.
- Oversee the entire lifecycle of change requests from initiation to closure, ensuring all steps (including impact assessment, risk analysis, approval, implementation, and post-implementation review) are followed.
IMAC Coordinator (SRM)
IBM India Private Limited
Gurgaon
10.2017 - 04.2019
- Streamlined the IMAC process, achieving a 25% improvement in service delivery timelines.
- Acted as a liaison between users and service providers to ensure seamless execution of installation, move, and change through Service Catalog requests.
- Improved customer satisfaction by addressing complaints, and ensuring timely issue resolution.
- Working as a primary interface between the requester and service providers, handling communications such as status updates, completions, and other issues related to the IMAC.
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner.
Incident Coordinator
IBM India Private Limited
Noida
07.2011 - 09.2017
- Directed resolution strategies for escalated incidents, maintaining SLA compliance, and enhancing client satisfaction.
- Identified process gaps and implemented improvements that enhanced service responsiveness.
- Assisted queue managers in optimizing ticket routing to eliminate misdirection, and reduce delays.
- Identify process improvements, and ensure the organization is aware of the current incident process and adheres to it.
Assisting PI
NIIT Limited
New Delhi
10.2010 - 03.2011
- Planned and conducted theory and practical training sessions, supporting student performance and project delivery.
- Developed course materials, and evaluated student proficiency across assigned modules.
- Guide the students in the performance of practical tasks and skill exercises, and evaluate their performance. Advise and assist the students in their project work.
- Plan, deliver and evaluate theoretical / practical instructions..
Education
B.COM - Pass
University of Delhi
Delhi05.2010
G-NIIT - Information Management System
NIIT
Delhi05.2009
Skills
- ► ITSM Tools: ServiceNow, BMC Remedy, MS VSOC,
- IT Service Management : Incident Management, Change Management, Configuration Management, Service Request Management
- ► Soft Skills: Communication, Team Leadership, Training,
- ► Analysis & Optimization: Gap Analysis, Process Improvement, Data Analysis Improvement, Data Analysis
- ► Analysis & Optimization: Gap Analysis, Process Improvement, Data Analysis Improvement, Data Analysis
Certification
- ITIL 4 Foundation in Service Management, GR671653343PN
- Multicloud Network Associate, Aviatrix, 2024-20893
- Leadership skills, Learntube by CareerNinja
- CMDB Basic, Learntube, by CareerNinja
- Six Sigma Basics, Learntube by CareerNinja
- Project Management Basics, Learntube by CareerNinja
- Scrum Master Basics, Learntube by CareerNinja
- Mastering A.I. - The Ultimate Guide to Conversational A.I., Learntube, by CareerNinja
- Oracle 9i: Database Administration Fundamentals II and Performance Tuning, NIIT
- SQL Novice - Beginner Certification, TechGIG
Awards And Laurels
- AECOM Appreciation Award, IBM India Private Limited, AECOM, 03/01/18
- Best Performer Award, IBM India Private Limited, AG Swivel BLR, 03/01/20
- ACE Employee Award, IBM India Private Limited, AG Swivel BLR, 11/01/20
Personal Information
- Place of Birth: Delhi
- Date of Birth: 08/10/87
- Nationality: Indian
Accomplishments
- AECOM Appreciation Award – IBM India (2018)
- Best Performer Award – IBM India (2020)
- ACE Employee Award – IBM India (2020)
Software
MS VSOC
ServiceNow
MS Office
Maximo Service IT
Jira
Timeline
Configuration Manager
HCL Technologies Limited
04.2023 - 08.2024
Configuration Specialist - RU Billing
Kyndryl Solutions Private Limited
12.2020 - 03.2023
Focal Lead
IBM India Private Limited
05.2019 - 11.2020
IMAC Coordinator (SRM)
IBM India Private Limited
10.2017 - 04.2019
Incident Coordinator
IBM India Private Limited
07.2011 - 09.2017
Assisting PI
NIIT Limited
10.2010 - 03.2011
B.COM - Pass
University of Delhi
G-NIIT - Information Management System
NIIT
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