Nithya J Prakash

Operations Associate

Mumbai, Maharashtra, India15 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record in Agile project management.
Expert in IT Service Management and vendor relations.
Strong leadership in cross-functional team environments.

Stackforce AI infers this person is a seasoned professional in IT Service Management and Procurement across diverse industries.

Contact

Skills

Core Skills

Service DeliveryIt Service Management (itsm)Project ManagementAgile MethodologiesProcurement And Vendor ManagementClient Relations

Other Skills

Account ManagementAccountingAttention to DetailBid ProcessesBudgetingBusiness PlanningClinical DevelopmentContinuous Process ImprovementCorporate HospitalityCustomer Relationship Management (CRM)Customer RetentionCustomer Service ManagementDigital MarketingE-commerceEmployee Relations

About

Dynamic and result-oriented professional with extensive experience across Scrum Mastery, Project Management, Procurement, and Client Relations. Recognized for leading cross-functional teams, manage service queues, and delivering projects on time and within budget. I thrive in Agile environments, bringing a strategic mindset, strong problem-solving skills, and a passion for continuous improvement. With a track record of driving business outcomes in diverse industries, I’m committed to helping teams achieve their best while managing the complexities of stakeholder relationships and queue management Applications: • ServiceNow • Oracle R 12 Application • Jira Dashboard

Experience

15 yrs 8 mos

Total Experience

2 yrs 7 mos

Average Tenure

5 yrs 9 mos

Current Experience

Cgi

2 roles

Service Management Lead

Promoted

Mar 2025 – Present · 1 yr 3 mos · On-site

Manage service delivery, SLAs, Cases, Incidents, Problems and Changes.
Create and circulate ad-hoc, daily, weekly, and monthly SLA/KPI reports for operations.
Ensure high-quality ticket handling (cases, incidents, changes); manage scorecards and maintain >95% quality with QA/tech teams.
Drive service reviews, performance reporting, and process optimization
Lead service teams, own ITSM processes, and promote best practices.
Align IT services with business goals and ensure compliance with frameworks like ITIL
Administer ITSM platforms and leverage data for decision-making

Service DeliveryIT Service Management (ITSM)Incident, Case & Change ManagementTeam ManagementService OversightContinuous Process Improvement+1

Project Management Specialist

Sep 2020 – Jun 2025 · 4 yrs 9 mos · On-site

Facilitated Agile ceremonies, including daily stand-ups, sprint
planning, and retrospectives, to keep teams aligned.
Collaborating with Product Owners to prioritize backlogs and
refine user stories, ensuring clear direction for the team.
Managing timelines, budgets, and resources, while driving
projects from concept to delivery.
Coaching team members on Agile best practices and
principles, empowering them to work more efficiently.
Monitored ServiceNow queues to ensure issues were resolved
within Service Level Objectives (SLOs).
Regularly engaging with stakeholders and ensuring
transparent communication throughout
project lifecycles.
Leading weekly training sessions for the L2 team, keeping skill
sets sharp and up-to-date.
Ensuring smooth queue management by coordinating with
Shift Leads and Tech Leads, optimizing incident resolution
times.

Procurement and Vendor ManagementIncident, Case & Change ManagementStakeholder EngagementProject ManagementClient RelationsProject Planning & Execution+5

Dubai properties (dp)

Executive - Procurements

Jan 2017 – Dec 2017 · 11 mos · Dubai · On-site

Managed vendor sourcing and pre-qualification, building strong relationships with suppliers. Conducted supplier evaluations to ensure top performance and reliability.
Played a key role in launching an E-auction system and collaborated closely with IT to optimize procurement

Procurement and Vendor ManagementClient RelationsProactive MonitoringBudgeting

Dubai world trade centre

Procurement Officer

Nov 2013 – Nov 2016 · 3 yrs · Dubai, UAE · On-site

Oversaw sourcing activities across multiple departments,
ensuring seamless operations.
Developed weekly procurement reports to provide clear
visibility on purchasing activities and trends.
Gained exposure working in a global trade hub, handling
sourcing for high-profile events with over 3 mn annual visitors.

Procurement and Vendor ManagementClient RelationsProactive MonitoringAccount ManagementBudgeting

Hdfc developers ltd.

Manager Client Relations - Kerala

Oct 2011 – Jun 2013 · 1 yr 8 mos · Kerala · On-site

Worked closely with real estate company owners, fostering
strong client relationships and ensuring smooth collaboration.
Led a team to deliver high-quality services, consistently
meeting deadlines and exceeding
expectations.

Client RelationsAccount Management

Indusind bank

Asst.Manager-Customer Service

Nov 2010 – Oct 2011 · 11 mos · Cochin Area, India · On-site

Managed customer queries and complaints with a focus on swift
resolution and client satisfaction. Handled account opening and
closure processes, ensuring compliance with regulations.

Retail BankingClient RelationsAccount Management

Metlife

Sr.Executive - Facilities & Administration

Feb 2007 – Jul 2010 · 3 yrs 5 mos · Cochin Area, India · On-site

Led office operations, overseeing vendor management,
utilities, and office maintenance. Supported the Legal
Department’s due diligence for new office openings, managing multiple administrative tasks simultaneously.

Customer RetentionProcurement and Vendor ManagementCorporate HospitalityExpense ManagementClient RelationsProject Management Office (PMO)+3