Praveen Kumar G
Chennai
Summary
A highly skilled and innovative professional with a proven track record in developing, overseeing, and optimizing ITSM processes, including Change, Incident, and Problem Management. Adept at implementing industry standards and best practices to effectively address the evolving needs of customers and drive business success.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
ITSM| Change Management
TCS
04 2016 - 01 2025
- Creating a structured plan to execute the change effectively.
- Assess the effectiveness of change initiatives and adjust plans when needed.
- Understanding and articulating why change is necessary..
- Communicating clearly and consistently with all parties about the purpose, benefits, and progress of the change.
- Measuring the impact of changes and collecting feedback for improvements
- Recognize potential risks and resistance to the change, then develop strategies to mitigate them.
- Address concerns, answer questions, and manage resistance effectively to ensure a smoother transition of changes.
- Inform all relevant parties about the change through a clear and effective communication plan.
- Identify potential challenges and develop strategies to address them during the change process.
- Review all change requests before presenting them to the Change Advisory Board (CAB)
- Evaluate and prioritize IT system and service changes based on their impact and urgency
- Ensure that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner
- Assess the success of the change implementation and identify areas for future improvement.
- Lead CAB meetings to review and make informed decisions on change requests.
- Address and resolve disputes related to changes using problem-solving skills.
ITSM| Incident Management
TCS
04 2015 - 04 2016
- Ensure that all critical and Major Incidents are addressed within SLA response time
- Proficient in ServiceNow, Master Craft and Remedy Ticketing Tools and SolarWinds Monitoring tool
- Coordinate Bridge calls for effective coordinator of incident resolution / Service restoration
- Responsible for sending Incident notification as per agreed process
- Continuously follow-up with support teams for relevant updates, track against SLA, and drive to resolution
- Followup with resolver teams on root cause analysis of Major incident caused and submit it to the clients after mulitple discussions.
Contract Management| Individual Contributor
TCS
2014.02 - 2015.03
- Maintain accurate vendor and contract records and corresponding documentation in E-Procurement Tool
- Process Contract Renewals, validate requirements and work with vendor to Renew/Renegotiate Contractual agreements
- Terminate Contract and Maintenance agreements where either the product is not used, or services are no longer adding value
- Vendor Research, Vendor Negotiation and Vendor Evaluation
- Identify & analyse spends
- Look for the spend optimization/savings opportunities
- Monitor invoice frequency and payment requirements to ensure continued support without lapse, and receive invoices for approval prior to pay vendors
- Generate/Provide data to support department reporting requirements
- Mentoring Team and monitoring the performance of team members to ensure efficiency in operations and meeting of individual and departmental objectives
SCM| Individual Contributor
TCS
2012.04 - 2014.01
- Handling sourcing through identification of cost-effective suppliers for procurement with an aim of improving quality & reliability
- Maintaining punch-out catalogues for suppliers
- Proficient in using SAP, SAP SRM
- Issuing purchase orders based on the supplier requirement
- Accomplished £ 11900 through mini tender process
- Creation and update supplier database in ERP
- Vendor Management, PCD, Negotiation, SOX control monitoring
- Sourcing - Supplier Selection & Performance – Delivery time & Quality
- Responsible for approving RFI for new vendor addition, vendor evaluation, Vendor rating
- Manage day-to-day vendor issues like bill invoicing, pricing contract amendments and disputes
Senior Process Specialist | SCM
HCL Technologies Ltd
2006.12 - 2012.04
- Timely issuance of POs to vendors and coordinating for actual delivery status of material
- Perform purchase analysis and negotiate with suppliers to select appropriate source for each item as per their cost, capacity, previous performance, and process technology & Managing supplier’s database
- To Efficiently and accurately execute core procurement process for assigned products
- Follow ups for various Re-scheduling in Open Purchase orders (Pull-In, Push-Out & cancellation of PO’s)
- Prepare customised reports for analysing and incorporating improvements in process
- Handling AP related issues to avoid delay in payments
- Timely management of in-bound issues including Problem receipts, Delivery Issues, and Invoice issues
- To identify, recommend and implement operational efficiencies to drive continuous improvement in the execution of procurement process
- Handle escalations if any and escalate matters requiring the senior management’s attention on a timely basis and delivering enhanced business performance and driving bottom-line savings
- Prepared SOP documents, train new and existing team members on an on-going basis on relevant topics
- Assisting as team coordinator in queue completion, quality check, Training, and feedback
- Attend weekly telephonic calls with the client and discuss about the volumes and daily errors/feedback or any other issues
Process Specialist | Telecom Expense
HCL Technologies Ltd
2004.12 - 2006.11
- Maintaining Clients Expense Management
- Resolve all the Service Request raised by client
- Prepare Minutes of Meetings and roll out the meeting agendas
- Prepare SOPs for all the sub processes
Education
Master of Business Administration - HRM
Pondicherry University
2005.01 - 2007.01
B.Sc. - Chemistry
Presidency College
1998.01 - 2001.01
Skills
IT Service Management (ITSM) :
- Change Management
- Problem Management
- Major Incident Management
- ServiceNow, Master Craft, Remedy Ticketing Tools
- SolarWinds Monitoring Tool
- Incident Coordination and Resolution
- Change Advisory Board (CAB) Facilitation
- Risk and Impact Analysis
Procurement & Vendor Management :
- Supply Chain Management (SCM)
- Contract Management
- Vendor Negotiation & Evaluation
- SAP & SAP SRM
- E-Procurement & Spend Optimization
- SOX Compliance
Telecom & Business Process Services:
- Telecom Expense Management
- Process Optimization
- Financial Analysis & Cost Savings
Soft Skills & Leadership:
- Team Mentoring & Training
- Stakeholder Communication & Engagement
- Conflict Resolution
- Process Documentation & SOP Creation
- Performance Monitoring & Reporting
Accomplishments
- Awarded with cash incentives for consistent performance many times.
- Received more appreciations on the cost savings to the client.
- Recognized by the Management for getting more Positive customer satisfaction Survey (CSS).
- Appreciation from clients as well as top level management for extending my continuous support and swift responses for the client queries.
Languages
English
Fluent
Hindi
Fluent
Tamil
Native
Telugu
Intermediate
Personal Information
- Date of birth: 19-09-1980
- Marital status: Married
Certification
- ITIL 4 Specialist High – Velocity IT Certificate
- ITIL Foundation Certification in IT Service Management
- AWS Certified Solutions Architect - Associate
Timeline
Contract Management| Individual Contributor
TCS
2014.02 - 2015.03
SCM| Individual Contributor
TCS
2012.04 - 2014.01
Senior Process Specialist | SCM
HCL Technologies Ltd
2006.12 - 2012.04
Master of Business Administration - HRM
Pondicherry University
2005.01 - 2007.01
Process Specialist | Telecom Expense
HCL Technologies Ltd
2004.12 - 2006.11
B.Sc. - Chemistry
Presidency College
1998.01 - 2001.01
ITSM| Change Management
TCS
04 2016 - 01 2025
ITSM| Incident Management
TCS
04 2015 - 04 2016