Naveen Kumar

Experience

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  Amadeus India Pvt. Ltd.

  Aug 2000 - Sept 2006

  Senior technical Support engineer

  responsibilities included Checking for the user profile in XP and NT domain and providing support on any server related issues on user’s profile. Providing Solutions for email Issues Provide first-level contact and problem resolution by following procedures and policies for the handling of support incidents. Troubleshooting for Connectivity related issues and providing 2nd level support (Supervisory level) for the same. Maintain communications with customers during the problem resolution process. Analyze and resolve issues using clear and logical thought processes, applying knowledge and experience. Document and track requests for assistance. Review and update Help Desk documentation as assigned. Network Management, Monitoring all the Servers, Workstations and Printers. Ensuring Data security and Machine uptime. Providing Technical solutions to clients for critical problems through Problem Track Record.Handling and maintaining entire South India’s inventory. Liaison with other areas of the company affecting customer support.Contribute to the development of short and long term strategic business goals. Show less

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  Axa Technologies

  Sept 2006 - Jan 2014

  Assistant manager - Command center Operations(Alliance Bernstein)

  Core responsibilities include Datacenter monitoring, Control M Administration & Batch Job Management, proactive systems health checks, knowledge management, incident or problem management and resolutions. Responsible for leading the CC functionalities and services to ensure they are in compliance with the organization’s standards, regulations, and corporate requirements. In addition, actively participate in the post incident reviews and make recommendations for continuous improvements. Perform regular feedback and analysis reporting to the management of client impacting incidents as well as remediation and prevention strategies. Trained to build strong and effective relationships with the internal technology, communications teams and business partners to understand the internal downstream processes/applications as well as the design of communication messages in times of planned/unplanned service outage.•Ensure all the operational SLA's are met.•Responsible for Creating and managing weekly and monthly KPI reports for the current process.•Responsible for tracking and balancing the resource utilization through timesheet.•Generate weekly statistical and department performance reports for senior management review.•Enhance Quality of delivery by encouraging Process Improvements Ideas and successful implementation of Ideas which are in Control.•Actively participate in budgeting projects to save cost to the working organisation. Show less

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  AXA Technologies Shared Services

  Jan 2014 - Aug 2019

  Manager - Service Delivery(CC Operations)

  Enterprises scale their IT infrastructure to support business growth, managing global networks, databases and applications become a formidable task which can overwhelm internal resources. Excel at providing comprehensive secure infrastructure / Remote support for servers, storage, Virtual Machines, Network devices and Voice devices internationally. Hands-on experience leading all stages of team development, outstanding project and program lead; able to coordinate and direct all phases of operations while managing, motivating and guiding teams. Customer focused with nearly 14 years of experience in handling IT Infrastructure Support and Services. Strong capability to conceptualize, analyze and evaluate situations in order to make sound business decisions.Conduct process integration measures involving assessment, gap analysis, and audit for development of effective roadmaps to improve existing operational processes pertaining to service management.Implement specific support model & Build effective organization for new processes being transitioned providing the right skills within sustainable model. Show less

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  Capgemini

  Jan 2017 - Aug 2019

  Senior Consultant - Command center Operations(GCC and Alliance Bernstein)
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  Directorate of EDCS

  Sept 2019 - Sept 2021

  Technical Coordinator

  Government of Karnataka,, created Directorate of Electronic Delivery of Citizen Services(EDCS) under Department of e-Governance(DPAR) for implementing e-Governance Projects which are associated with delivery of services to citizens through electronic modes Viz., ICT enabled centers, portal, etc..Directorate of Electronic Delivery of Citizen Services (EDCS) is headed by Director and the Directorate has been mandated with implementation of projects with delivery of services to citizens through electronic modes.Currently the EDCS Directorate operates BangaloreOne and KarnatakaOne Projects and is working towards roll out of e-District Project in the state. Directorate of EDCS is also working towards selection of Service Centre Agency for implementing Common Service Centres project in the state.Apart from the above projects, EDCS Directorate has also been given the mandate of managing web portal project and implementation of (State Service Delivery Gateway) SSDG project. Show less

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  Center for Smart Governance

  Sept 2021 - now

  Operations Manager