RAKESH KUMAR PAKWARIA
Delhi
Summary
Accomplished Customer Success Manager (CSM) with over 18 years in cloud infrastructure and IT operations management. Expertise in driving SaaS/Cloud adoption and ensuring SLA compliance for enterprise accounts. Proficient in translating technical requirements into scalable solutions while managing escalations and vendor relationships to enhance client satisfaction and renewal rates.
Overview
19
19
years of professional experience
4
4
Certification
2
2
Languages
Work History
IT App/Cloud Support Specialist (Team Lead)
Accenture Services Pvt. Ltd.
2010.06 - Current
- Enterprise Client Management: Act as global escalation lead and trusted SPOC for P1/P2 incidents across 250+ global enterprise project clients (including Air Liquide, Rio Tinto, and CAQH), ensuring high client satisfaction and retention.
- Onboarding & Adoption: Directed cloud readiness assessments, transition roadmaps, and complex platform migrations (e.g., Pega, Stanford) to accelerate client time-to-value and adoption of hybrid/cloud solutions.
- Crisis Management & Recovery: Awarded for leading an 8-member team through a critical 72-hour recovery process that restored 250+ client servers after a major breakdown, preserving platform integrity and client trust.
- Service Delivery & SLA Governance: Managed incident, problem, and change processes using ServiceNow, driving continuous service improvement and maintaining SLA compliance.
- Led an 8-member team through a critical 72-hour recovery process that restored 250+ client servers after a major breakdown.
- Vendor & Cross-Functional Alignment: Led triage calls with L4 engineers, application support teams, and primary cloud vendors (AWS, Azure, NTTA) to efficiently resolve operational bottlenecks and enhance service delivery.
Senior Analyst — Infrastructure Service Division
HCL Technologies Pvt. Ltd.
2009.01 - 2010.05
- Generated reports using Remedy tool and set up user accounts in active directory on Win Server 2003. worked on the restoration and suspension of user accounts in active directory on Win Server 2003
- Granted user access rights and moved user’s OU on Active Directory on Win Server 2003 and 2008 R2.
- Facilitated creation, deletion, and modification of resource mailboxes in the email system.
- Executed administrative access rights on Lotus Notes and ACE server to enable user remote access.
- Led cross-functional teams in process improvement initiatives, optimizing operational efficiency.
- Mentored junior analysts, fostering skill development and knowledge sharing within the team.
- Analyzed complex data sets to identify trends and support strategic decision-making.
- Developed comprehensive reports to enhance client insights and drive business strategies.
Senior Technical Support Officer
HCL Technologies Pvt. Ltd.
2008.01 - 2008.12
- Managed key UK client BT British Telecom, performing standard application patches, firmware upgrades, and troubleshooting errors to ensure system reliability.
- Performed performance tuning and recovery, troubleshooting computers, routers, and modems; administered client systems remotely and monitored network performance, assisting in wireless configuration and recovery of pop mail services.
- Led cross-functional teams to streamline operational workflows and enhance service delivery efficiency.
- Developed and implemented process improvements that reduced turnaround times for project deliverables.
- Mentored junior staff, fostering skills development and ensuring adherence to quality standards.
Customer Service Executive
EXL Services Pvt. Ltd.
2007.03 - 2007.12
- Delivered customer service for motor insurance via calls and email, facilitating policy issuance, renewals, amendments, and cancellations.
- Delivered customer service for motor insurance via calls, email, and Common policy issuance, renewals, amendments, and cancellations.
- Maintained accurate policy records and documentation. Ensured compliance with insurance regulations and company policies. Met SLA, CSAT, AHT, and quality performance targets.
- Coordinated with underwriting, claims, and operations teams to support timely renewals, enhancing customer retention.
- Maintained data accuracy in CRM records while identifying process improvements to streamline service delivery.
Desktop Support & Networks Engineer
SAY Technologies Pvt. Ltd.
2005.02 - 2006.12
- Provided technical support for hardware, software, network, and system issues, enhancing user experience through effective end-user training on operating systems and business applications.
- Managed FTP, DNS, DHCP, TCP/IP, and LAN/WAN services. Monitored network performance and resolved connectivity issues.
- Provided technical support for hardware, software, network, and system issues. Delivered end-user training on operating systems and business applications.
- Supported deployment, upgrades, and maintenance of IT infrastructure while ensuring accuracy of technical documentation, asset inventory, and support records.
- Performed system diagnostics, troubleshooting, and preventive maintenance. Collaborated with cross-functional teams to ensure reliable IT operations.
Education
Master of Computer Applications -
Sikkim Manipal University
2010-01
Advanced Diploma in Enterprise Networking - Advanced Diploma in Enterprise Networking
CDAC Mohali
2005-01
Bachelor in Information Technology & Management - undefined
Utkal University
2003-01
Skills
- SLA governance
- Infrastructure monitoring
- Analytical problem-solving
- Strategic issue analysis
- Executive reporting
- Team leadership
- Proficient in handling multiple tasks
- Proficient in calendar coordination
- Clear interpersonal communication
- Strong verbal communication
- Effective relationship management
- Integrity in professional conduct
Certification
- Microsoft Certified: Azure Solutions Architect Expert
- Microsoft Certified: DevOps Engineer Expert
- Microsoft Certified: Azure AI Engineer Associate
- Microsoft Certified: Azure Administrator, Azure AI Fundamentals, Azure Data Fundamentals
- ITIL V3 Certified
- Technical & Tool Ecosystem
- Cloud & Infrastructure: AWS (EC2, S3, IAM, Lambda, RDS, CloudFront, Route 53, CLI, API, CloudWatch), Microsoft Azure (Azure DevOps, Azure IaaS), Virtualization (VMware), Windows Server, Linux
- Service Management & Analytics: ServiceNow, Zenoss, JIRA, BMC Remedy, Power BI, Excel Dashboards
Languages
Languages: English, Hindi, Punjabi, Dogri
Location Preference: Delhi & NCR | Remote | Overseas
Timeline
IT App/Cloud Support Specialist (Team Lead)
Accenture Services Pvt. Ltd.
2010.06 - Current
Senior Analyst — Infrastructure Service Division
HCL Technologies Pvt. Ltd.
2009.01 - 2010.05
Senior Technical Support Officer
HCL Technologies Pvt. Ltd.
2008.01 - 2008.12
Customer Service Executive
EXL Services Pvt. Ltd.
2007.03 - 2007.12
Desktop Support & Networks Engineer
SAY Technologies Pvt. Ltd.
2005.02 - 2006.12
Master of Computer Applications -
Sikkim Manipal University
Advanced Diploma in Enterprise Networking - Advanced Diploma in Enterprise Networking
CDAC Mohali
Bachelor in Information Technology & Management - undefined
Utkal University