Akshatha Naresh
Contact: +91 9901879952
E-Mail: nareshakshatha@gmail.com
Scaling new heights of success with hard work & dedication and leaving a mark of excellence on
every step; aiming for senior level assignments in Service Operations with an organization of high
repute, preferably in Bangalore/Overseas
PROFILE SNAPSHOT
An astute professional with nearly 9 years of experience in:
~ Operations Management ~ Escalation Management ~ SLA Management
~ Incident Management ~ Process Enhancement ~ Training & Development
~ Project Management ~ Stakeholders Management ~ Team Management
Currently associated with Dimension Data India Ltd., Bangalore as Team Lead. Profound ability in setting-
up and rolling out the successful programmes, over achieving expectations and exceeding all set goals. Gained
consistent success in maximizingcorporateperformance,drivinggrowth, generating revenues, capturing
market share, improving profits and enhancing value. Experience in removing unnecessary procedures in
processes; ensuring uniformity in the process understanding at the organization’s end.
Skilled in addressing People Management issue/gaps. Handling a team with diverse service properties (
Service desk for Reactive , proactive network monitoring, vsat technologies)
CORE COMPETENCIES
 Functional: Designing and applying solutions/policies that would meet or exceed functional,
operational, performance, analytical and security requirements while minimizing technical
risks in implementation
 Handling operations of Service Level Management, Issues Management, Configuration
Management, Risk Management, Scope Change Management, Release Level Management, etc.
 Managing design & implementation of problems and conflicts; suggesting improvement in the
operations and processes to make the system fool-proof
 Suggesting improvements regarding system & extending onsite support to clients including
maintenance
 Ensuring that the goals of the Incident Management process are achieved, restoring normal
service as soon as possible based on customer perspective and within defined SLA
 Monitoring the overall functioning of processes, identifying improvement areas and handling
the implementation of the same ensuring compliance to the agreed SLA level
 Overseeing operations & ensuring achievement of desired objectives; driving day-to-day
functions with key focus on bottom line profitability by ensuring optimal resource utilization
 Managing service operations for rendering and achieving quality services; providing customer
support by answering queries & resolving issues, ensuring minimum TAT
 Assessing customer feedback, evaluating areas of improvements & providing critical feedback
to associates on improvements and achieving customer satisfaction matrices

Managerial:
Leadership: Advises the management on business strategies promotes
organization among customers & drives mission through employees
& supports motivation of employees
Decision Making: Formulates policies and plans recommendations to the management,
decides or guides courses of action in operations by staff /
employees
Personal Credibility: Uses personal credibility to influence outcomes beyond own
business and functional area
EMPLOYMENT DETAILS
Sep 2005 to June 2007 Technical Executive Helpdesk in Videsh Sanchar Nigam
The responsibilities included
 Initiate, update, track, and close network trouble tickets
 Monitoring and managing the backbone network consisting of routers and Switches
 Troubleshooting the WAN connectivity issues
 Monitoring the network and attended first level Network related calls
 Effective co-ordination with Field Engineers for Installation and Problem Resolution of Wirless links
 Co-ordination with Various Service providers during Planned Activities and Backbone issues
July 2007 to Feb 2010 Service Desk Analyst in Datacraft Global Service Centre
The responsibilities included
 First Level of contact for the internal and the external clients.
 L1 support for SPA Clients like Cisco,HSBC,SBI, Verizon etc. Logging cases via tracking tools as Clarify and
Siebel SNC and escalating cases as per procedures.
 Monitoring Client Network using tools like Netcool and TMT.
 Effective co-ordination with Field Engineers for Installation and Problem Resolution of Cisco Products.
Oct 2008 – Moved Quality Analyst Role
The responsibilities included
 Call Audits, Case Audits and process training for fresher’s.
 Reviewing the monthly report and analyse the Incident and Problem tickets to checking if the Initial Response
(IR) and the Escalation Matrix (EM) are adhering to the process.
 Monitoring the calls of the agents.
 Perform Defect Detection and provide analysis for prevention.
 Raising the SIP and RFC.

Feb 2010 to Nov 2010 ITIL Service coordinator in IBM India Private Ltd
The responsibilities included
Worked in IBM ITD-GD, Service Management competency, as Availability/ Problem & Change Manager for three
clients in the Americas region.
 Providing guidance to the Incident and Problem Management processes for supporting client’s IT
infrastructure.
 With direction from the Sending Geo, be the customer’s focal point for key aspects concerning service delivery
on a day to day basis taking any necessary actions to maintain and to reinforce the quality of operations.
 Ensuring that the SLAs for the Severity 1 & 2 tickets are met and work the incident towards closure before the
SLAs are breached.
 Managing, coordinating and acting as an escalation point for service delivery competencies spread across India,
US, and Brazil during incidents.
 Sending frequent notification updates via email to the management and clients during an incident.
 Co-ordinate with the technical teams for the RCA and a permanent fix of incident tickets and maintain a record
of them for future reference.
 Chairing meetings during problem management to resolve ownership disputes between different teams and
also maintain the minutes of meeting which are shared with the management.
 Generation of weekly scorecard and other reports for the management.
 Daily calls with Problem Management team from the client end to discuss the status of the open problem
tickets and expedite their closure.
 Providing approvals on behalf of Service Delivery Managers for the emergency changes raised.
 Support the Sending Geo for customer satisfaction with regard to delivery of services.
 Mentoring the new members on the different processes in the account.
 Coordinate and track all change records, chair CAB & facilitate TAB Calls.
 Approve/Reject/Update Change Records, Follow up on failed changes.
Since May 2011 Dimension Data India Ltd, Bangalore
Growth Path:
May 12 to Jan’13 Senior Service Desk Analyst
Jan13 to Oct 14 Service Desk Team Lead
Since Oct 14 Assistance Operations Manager
Key Result Areas:
Team Lead & Assistance Operations Manager
 Handling a team of 51 L0 and L1 Engineers and managing & monitoring the client networks
 Responsible for:
o Generating SLA & adhoc reports and presenting the same to management and client
o Setting Key Performance Indicators (KPI) and measurements for the team
o Raising SIP’s and process/procedure improvements
o Analysing the breaches & short comings in the current processes and escalating with
recommendations
 Involved in managing incidents is followed on all critical calls and service requests
 Mentoring, coaching and training the team members on Services (KYS) and Clients (KYC)

 Accountable for ensuring that received & tracked incidents are optimally allocated according to
the schedule and are fully utilized
PROJECTS UNDERTAKEN
 Successfully handled the following projects:
o Migration of Event Management Process to Standardized Managed Services Operations
(SMSO)
o Owner for definition and implementation of major incident management process for the
operations
o New Insite ( Proactive Networking monitoring client )on boarding
o ITSM Roll Out for Clients.
CERTIFICATIONS & TRAINING ATTENDED
 Successfully attended the following:
o ITIL V2 Foundation Certified
o ITIL V3 Foundation Certified
o Global Training of Leadership
ACADEMIC QUALIFICATIONS
 Diploma (Computer Science and Engineering) from Karnataka Polytechnic 2004
PERSONAL DETAILS
Date of Birth: 9th April, 1985
Address: Behind Post office, Surathkal. DK District.
Languages Known: English, Hindi, Kannada and Tulu