Praveen Sankaran

Work History

Service Operations Specialist

common wealth bank of Australia

Bangalore

04.2022 - Current

Assigned and managed work assignments, ensuring the timely completion of tasks and alignment with business goals, while maintaining cost-effectiveness and service quality.
Led root cause analysis on recurring problems, developing long-term solutions to minimize future issues, improving service reliability.
Managed a team of service technicians, ensuring high performance, adherence to company standards, and timely issue resolution.
Coordinated with sales teams to address technical concerns before and after sales, fostering strong inter-departmental relationships and enhancing customer experience.
Optimized resource scheduling practices, reducing overtime costs and preventing employee burnout while maintaining high service availability and compliance with SLAs.
Implemented and enforced safety protocols, leading to a significant reduction in workplace accidents and injuries.
Collaborated with cross-functional teams to deliver comprehensive solutions for complex service issues, significantly enhancing customer retention rates.
Established and maintained quality control measures, reducing service-related errors and rework, leading to improved operational efficiency and cost savings.
Managed a well-organized inventory system, minimizing lost items and ensuring timely access to tools and parts.
Led incident response and resolution activities, ensuring minimal downtime and rapid service recovery, maintaining a high level of customer satisfaction.
Managed ITIL-based processes for incident, problem, change, and service level management, ensuring strict adherence to organizational standards and governance.
Directed vulnerability management efforts, conducting security assessments using tools like Nessus, Qualys, and Tenable, and collaborating with security teams to execute remediation plans.
Developed and maintained detailed documentation for service operations processes, incident reports, and vulnerability management activities.
Provided regular updates and reports to senior management on service performance, incident trends, and vulnerability management, ensuring transparency and informed decision-making.
Conducted training sessions on vulnerability management and service operations best practices, enhancing the team's knowledge and adherence to security protocols.
Handled escalated customer concerns with professionalism, providing effective solutions and turning negative experiences into positive outcomes.
Led project management for service improvement initiatives, overseeing project planning, execution, risk mitigation, and successful handover to operational teams.
Developed detailed project plans, coordinated cross-functional teams, and managed resources to ensure timely project delivery within scope and budget constraints.
Negotiated contracts with vendors, securing favorable pricing, and maintaining strong relationships to support operational and cost management goals.
Participated in budget planning, tracking expenses, and providing accurate financial forecasts, contributing to the department's financial stability.
Analyzed performance metrics to identify areas for improvement, driving operational efficiency, and increasing customer satisfaction rates.
Actively participated in team discussions, contributing to innovative solutions for work-related challenges, and identifying opportunities for continuous improvement.
Drove people management activities, including performance evaluations and staff development, to maintain high team morale and productivity.
Ensured service delivery quality through system monitoring tools and techniques, troubleshooting issues to maintain system uptime, and service excellence.

IT Analyst

Tata Consultancy Service

Chennai

06.2021 - 04.2022

Oversee the transition of large deals, ensuring project completion, quality compliance, and audits. Proactively monitor and track tickets while generating reports through service dashboards and ticketing tools. Monitor the AWS console for timing resolution and Doer Checker processes, and manage incident, problem, and change lifecycles. Address escalations and assist in creating Root Cause Analyses (RCAs). Identify, follow up, and resolve service degradation points that may affect service quality. Collaborate with users, customers, vendors, engineers, and the technical team to manage the request and incident lifecycle, including closure, verification, and customer communication. Provide feedback on ticket documentation and quality, and identify and document process improvements for existing frameworks. Facilitate incident management bridge calls with support teams, on-call support application teams, and management. Possess strong knowledge of tools such as Amazon Web Services, Azure, ServiceNow, Remedy, ITSM, and collaboration platforms like SharePoint. Act confidently as an incident management subject matter expert, leading customer personnel in fast-paced incident responses.

Service Delivery Executive

First Source Solutions

Chennai

02.2019 - 06.2021

Manage change actions according to client requirements. Monitor, audit, and provide feedback on ticket quality for the team. Ensure resource management meets daily delivery schedules. Oversee multiple orders to guarantee timely, budget-compliant delivery that satisfies clients. Guide subordinates on company goals and policies while monitoring staff for prompt client query resolution. Build strong, lasting client relationships and delegate tasks to appropriate personnel, ensuring ownership of responsibilities. Gain knowledge of clients' operating environments and conduct key client meetings. Resolve project team conflicts and communicate complex technical concepts to clients. Write service delivery reports and manage project ramp-up for various processes.

Develop and enhance end-to-end vendor lifecycle management processes. Facilitate regular senior-level collaborative meetings between vendors and the business, ensuring metrics across all KPIs for performance management. Perform cost and purchase order management tasks. Collaborate closely with the Third Party Risk Management Office on various risk management initiatives. Execute global vendor management programs, including vendor optimization, third-party oversight, and vendor relationship management.

From February 2019 to June 2021, manage HR supplier relationships and performance, including risk management. Provide executive management status reports on all vendor management activities. Generate and supervise design presentations, participate in client presentations and interviews, and promote excellence in design, execution, and sustainability. Understand overall project goals and constraints, including client values, budget limitations, and schedule requirements. Collaborate with the Senior Project Designer or Design Principal to analyze client project requirements and initiate schematic designs and plans, ensuring presentation quality.

Integrate elements that influence site designs and prepare client presentation packages. Manage the complete project lifecycle from planning to execution, including requirements analysis, grooming, monitoring, controlling, delivery, support, and documentation. Oversee all IT operations, including change, release, incident, problem, service introduction/integration, and configuration management. Drive the implementation and improvement of service management processes, assess quality needs, and manage quality strategy and service delivery according to ITIL best practices. Focus on continuous service improvement and demand reduction through transformational process improvements and Lean methodologies.

Establish and implement standard processes and procedures across all service domains. Negotiate with vendors, manage client expectations, coordinate onsite projects, and oversee project deliverables, SLAs, resource management, governance, auditing, and compliance. Lead service and support on the Change Advisory Board, ensuring proposed implementations are complete, tested, and communicated to avoid business disruption. Participate in Production Readiness Review (PRR) meetings with the director and other stakeholders to decide on planned application releases. Manage SLAs internally and externally, define and monitor relevant KPIs, and report on these within agreed service levels. Develop project strategies and plans, including stakeholder assessment, communications, leadership alignment, organizational transition, change readiness, and end-user training. Facilitate organizational change management activities with cross-functional teams and stakeholders.

IT Analyst

HCL Technologies

Chennai

08.2016 - 02.2019

Microsoft Project:

Responsibilities:
The System Monitoring and Control (SMC) Team provides 24/7 support for mission-critical servers across various platforms, including Windows, Networks, SCOM, SCCM, SQL, CDS, and TelIM Voice.

Roles:
- Create and manage user request tickets via email.
- Validate and route automated tickets to the appropriate teams after pre-checks.
- Monitor alerts from the SCOM Console.
- Oversee SCOM and SMARTS consoles, escalating issues per knowledge base guidelines.
- Proactively manage server queues and coordinate with the team during spikes.
- Monitor the backup mailbox and create incident tickets for emails without auto-tickets.
- Gather information through customer interactions and consult support tools and staff as needed.
- Update tickets based on priority and communication SLAs.
- Coordinate with L1/L2 teams for timely customer updates.
- Promptly escalate tickets.
- Collaborate with shift leads and incident managers to address coverage issues.

After six months, transitioned to Wintel Admin for ticket management.

Windows Team Responsibilities:
- Resolve connectivity issues, RDP, stop error codes, server hardware problems, disk and memory issues, Windows services, disk space, system drive, server performance, WMI, VSS, Volsnap, Windows activation, SPN, and CD tasks.
- Conduct L1 troubleshooting for device down alerts.
- Follow the escalation matrix and keep management (HCL and client) informed.
- Participate in daily calls with customers to update on Windows ticket progress.
- Provide solutions to users via Skype for Business and resolve issues through emails and conference calls.

IT Analyst
HCL Technologies, Chennai
Client: EASY JET

Roles and Responsibilities:
- Proactively monitor and track tickets.
- Generate reports using the Service Dashboard and ticketing tools.
- Monitor the AWS console for timely resolutions and Doer Checker processes.
- Manage incident, problem, and change lifecycle processes.
- Handle escalations and assist in creating root cause analyses (RCAs).
- Identify and resolve service quality degradation or failure points.
- Engage with users, customers, vendors, engineers, and the technical team.
- Manage the request/incident lifecycle, ensuring closure, verification, and customer communication.
- Provide feedback on ticket documentation and quality to the team and agents.
- Identify and implement process improvements, documenting enhancements to existing frameworks.
- Lead incident management bridge calls with support teams and management.
- Possess strong knowledge of tools such as AWS, Azure, ServiceNow, Remedy, ITSM, and collaboration tools like SharePoint.
- Serve as an incident management subject matter expert, confidently leading responses to fast-paced incidents.

Summary

Overview

Work History

Service Operations Specialist

IT Analyst

Service Delivery Executive

IT Analyst

Education

Bachelor of Engineering - Electrical and Electronic Engineering

High School Diploma -

SSLC, 10th Standard from Tamil Nadu Matriculation Board -

Skills

Personal Information

Hobbies and Interests

Certification

Work Preference

Work Type

Work Location

Important To Me

Timeline

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