praveennair136

Currently serving as a Configuration Manager / Incident Manager at HCL Technologies Limited, where I oversee the configuration management process and lead incident management to ensure the stability and reliability of IT services. • Developing and implementing configuration management processes to maintain accurate records of configuration items and their relationships. • Leading the incident management process to ensure timely resolution of incidents and minimize the impact on business operations. • Collaborating with cross-functional teams to identify and address configuration-related issues and incidents. • Conducting regular audits of configuration items to verify their accuracy and completeness. • Providing guidance and support to teams involved in the configuration and incident management processes.

Previously held the role of Configuration Specialist - RU Billing at Kyndryl Solutions Private Limited, where I was responsible for managing and maintaining the billing configuration to ensure accurate and efficient billing processes. • Developed and maintained billing configuration to accurately reflect pricing and billing structures. • Collaborated with billing and finance teams to address configuration-related issues and optimize billing processes. • Participated in the testing and validation of billing configuration changes to ensure accuracy and minimize billing errors. • Provided training and support to internal teams on billing configuration processes and best practices. • Contributed to process improvements to enhance the efficiency and accuracy of billing configuration management.

Prior to that, served as a Focal Lead (IM, CM, PMO) at IBM India Private Limited, where I played a key role in Incident management, Change management, and project management office activities. • Responsible for Raising On-boarding and Off- Boarding request for new joiners. • Handling a Team of 5 L1 Engineers. • Providing training to new & existing Agents to help them to understand process, policies & applications. • Working in-line with Incident management, Change Management teams and working for permanent fix of an issue by working as per the root cause analysis. • Responsible for preparing presentations, documents, SLA reports, Daily, Weekly, Monthly Swivel Desk Review reports in respect to Swivel desk. • Motivating the team to work well & steady under challenging circumstances. Enabling the team to perform to its optimum level and meet the desired results. • Communicating with team members regarding updates on tickets, new developments in projects, solutions, knowledge transfers and sharing etc. • Shift roster and Leave management for Swivel Desk. • Ensuring user manuals, guides and release notes are published within the specific time frame as per client requirement. • Identifying, Scheduling and Monitoring resources • Provide a central repository for all projects and project information • Provide a centralized management structure for all project management functions • Proofreading technical documents created by the team and storing in central repository. • Coordinating with developers to automate the Swivel process as per the requirement. • Collaborating with the incident management team to ensure that all protocols are diligently followed. • Logging all incidents and their resolution to see if there are recurring malfunctions. • Communicating with upper management if major issues are found in the IT system. • Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks • Approve or deny change requests • .Establish tasks, goals, and milestones to guide the change process. • Monitor the efficiency and effectiveness of change agents and team members. • Oversee day-to-day tasks throughout the change process. • Create reports to communicate the progress and timeline of the change process with senior management. • Educate team members and fellow change leaders on expectations, objectives and requirements throughout the process. • Conduct post-implementation reviews of Change Request.

Served as a IMAC Coordinator at IBM India Private Limited, where I played a key role in IMAC activities (Install, Move, Add, Change) and Service Request Management activities. • Primarily working on Service requests by creating a detailed corresponding record and providing resolution. • Request in the form of Installation of New Workstation, Software, Hardware, or Components, relocate the PC which has services with a predefined client-specific process, including entitlement. • Initiating the Service request process and dispatching the request to the appropriate service providers to ensure a satisfactory completion of the request. • Working as a primary interface between the requester and service providers, handling communications such as status updates, completion and other issues related to the IMAC. • Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer  computer hardware, software, network, system/application access, and telecommunications systems. • Diagnose, identifying, and analyzing problems utilizing historical database records. • Working with the support team and resolving recurring problems and patterns of problems. • Handled customer complaints calmly and professionally, resolving customer issues in a timely manner

Monitoring of tickets and taking the actions necessary to meet service targets • Client satisfaction for Incidents • Managing user escalations for Incidents and user service requests • Initiation of Problem Process for problems identified by Incident Management • Initiation of Issue Process for Issues identified by Incident Management • Ensuring correct execution of Incident Management Processes • Closing tickets within defined Service Level Agreements (SLA) • Main escalation point for the Service provider Support teams • For escalating Incidents and User Service Requests within their organization • Assist the queue managers with the correct rerouting of the misrouted tickets • Identify process improvements and ensure their organization is aware of current incident process and adhere to it

Served as a Assisting PI in NIIT where I played a key role in Scheduling and preparing the subject assigned and helps students in login in the designated portal for accessing application.  • Plan, schedule, and organize, co-ordinate and monitor Lectures and Practical’s for the students assigned. • HOD Complete the syllabus in the subjects assigned. • Prepare Lecture Plan/ Lecture Materials/ Course Material. • Plan, deliver and evaluate theoretical / practical instructions. • Guide the students in the performance of practical tasks and skill exercises and evaluate their performance, Advise and assist the students in their project works. • Any other responsibilities that may be assigned by the HOD.