Naresh Kumar

Experience

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  Tech Mahindra

  Aug 2010 - Sept 2015

  Roles & Responsibilities: Change Evaluation – Day to day management of all active change Requests (CRs), including review, approval gathering and closure. Conduct impact/risk analysis of all new CRs with stakeholders. Complete ownership of End-to-End review as per ITIL process, business risk and impact analysis, review of implementation and back-out plan of normal, emergency & standard change requests Raising and processing Change requests via BMC Remedy on Expedio and Citrix AXIS. Responsible for seek approvals from Primary and Secondary CAB team. Provide training sessions to new team members & take process improvement sessions for the team. Understanding the client's view, requirement and demand and accordingly take the appropriate action. Actively conducted and gave value able suggestions in knowledge sharing forums to make process workflow more efficient. Produces and communicates the Forward Schedule of Changes (FSC) to relevant parties/teams.  Contributed to measure trends, analyzed and took proactive steps to improve the service delivery. Take care of highly escalated emergency, exception and expedite change request and high priority request. Take I-CAB to confirm the status of the change request (Implemented successfully, Failed Backout, Failed not started, Implemented with Problem, Implemented with Service impact etc. with client on every day. And the action accordingly and inform the team to follow the CIR process (Change improvement request) on daily bases. Show less Roles & Responsibilities: Lead day-to-day operational activities of the Incident Management Team. Creation of incident and Service Requests for the supported applications. Tracking of incident from Opening to Closure, with timely communication to business. First focal point for all high priority & major incidents reported. Represent the team and Tech-M while leading a Major incident.  Drive efficiency and effectiveness of the incident management process. Enforce process and standards, and work to improve process. Ensure that I undertake all Incident Management activities to agreed standards including. Prioritizing incidents in terms of impact and urgency, and assessing team resources and capacity and send Escalation and notification for outage. Drive group chats and bridge calls effectively. Overseeing all Incidents and user service requests for timely completion. Use of appropriate Knowledge to ensure speedy resolution. Appropriate and timely escalations made when team are unable to resolve an Incident Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements. All actions undertaken documented in the Service Management tool Monitor the performance of incident management processes and seek to continuously improve the process Follow up on quality reviews conducted by Technical Oversight team to insure that technicians are adhering to Process Involved in updating KEDB (Known Error Database) and monthly incident, KPI report.  Prepare weekly and monthly report for RCA’s and share with client and management Show less

  • Change Analyst

    Nov 2012 - Sept 2015

  • Incident Coordinator

    Aug 2010 - Oct 2012
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  BT

  Sept 2015 - Feb 2022

   Functional Global Change Management Team leader in BT Global Operations Customer Service. Team leader of 13 Change Managers for managing 20 Global customers from India. Value added Leadership with cross functional collaboration, client relations & presentations. Project and Process Transition manager of new customer in Global Customer Services of change management. Responsible for hire resources for Gurgaon and Kolkata Location. Tooling strategy and automation to reduce the FTE cost to sever better customer service. Responsible to Prepare KPI Scorecard and UPS Dashboard for Hungary and India Hubs. Review RFP and new and Incremental BID and share the FTE Quotation. Global customer CM Audit, Maintain New Joiner and Exist data, Salary and rostering. Process and Continues Improvement, FSC, CCAB, ICAB, SLO, Process Adherence, CM lifecycle. Show less Roles & Responsibilities:Line of Business Experience: LAN/WAN, FIREWALL, SECURITY, DATACENTER, MARKETS site configuration.To manager, coordinate, control, govern and analyze all tasks/ activities pertaining to making production Standard and Normal changes, including testing and releasing the change to production environment in a controlled fashion in line with pre-defined policies and procedure.Change Evaluation – Day to day management of all active change Requests (CRs), including review, approval gathering and closure. Conduct impact/risk analysis of all new CRs with stakeholders.Risk Management – Conduct a root cause analysis on the control/other failure to ensure lessons are learned across the organization (PIR).Complete ownership of End-to-End review as per ITIL process, business risk and impact analysis, review of implementation and back-out plan of normal, emergency & standard change requests.To plan and schedule changes, in co-ordination and agreement with the implementation teams, ensuring that the Change are implemented according to the resource availability, with minimum disruption to the business with change Management process is being adhered, through the life cycle of RFC. Produces and communicates the Forward Schedule of Changes (FSC) to relevant parties/teams. Lead the Change Advisory Board (CAB) and I-CAB meetings that are necessary to fully understand complex work plans and coordination of resources needed for different Regions.Reports - Responsible to Publish daily, weekly & monthly dashboard reports for Operation review call to keep track of ongoing & upcoming and closed changes.Actively involved in Service improvement plans for different processes, documenting the entire process, getting signoff from the Client and involved in process transition.(OLA, SOP, OCP and CR Form)Engage in continuous improvement session for monitoring and reporting on process performance activity. Show less

  • Change Management Lead

    Jan 2020 - Feb 2022

  • Senior Change Manager

    Jul 2019 - Dec 2019

  • Change Manager

    Mar 2017 - Jun 2019

  • Change Management Coordinator

    Sept 2015 - Mar 2017
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  Accenture in India

  Mar 2022 - now

  Associate Manager