Rakesh Naidu

Operations Associate

Chennai, Tamil Nadu, India10 yrs 2 mos experience

Highly Stable

Key Highlights

Over 10 years of experience in IT service management.
Expert in ITIL and RCA practices driving efficiency.
Strong advocate for customer satisfaction and service excellence.

Stackforce AI infers this person is a skilled IT service management professional with a focus on quality assurance and customer satisfaction.

Contact

rakesh.naidu@wipro.com LinkedIn

Skills

Core Skills

Service DeliveryItilItsmQuality AssuranceTechnical SupportTraining

Other Skills

7 QC ToolsAsset ManagementAttritionAuditsAutomation InitiativesBMC Helix ITSMBackfillingBusiness Process ManagementBusiness Relationship ManagementCOPCCSATChange ManagementClient GovernanceClient RelationsCoaching & Mentoring

About

As a Manager at HCL Technologies, I oversee QA, training, operations, and technical support for IT service desk (ITSD) projects, bringing over 10 years of experience and expertise in RCA, ITIL, and ITSM practices. I have successfully set up automations to drive efficiency and customer satisfaction, and managed CSAT, Change Management, Incident Management and SLAs for various clients. I hold certifications in ITIL and SIAM, and I am a strong advocate of ITIL best practices and adept at managing technical support teams. I actively participate in client governance calls, nurturing client relationships, ensuring smooth project transitions, and providing comprehensive team training for service excellence aligned with client strategic goals.

Experience

10 yrs 2 mos

Total Experience

4 yrs 9 mos

Average Tenure

1 yr 1 mo

Current Experience

Wipro

Service Delivery Manager

May 2025 – Present · 1 yr 1 mo · Chennai, Tamil Nadu, India · On-site

Leading service delivery for a major CIS project, ensuring operational excellence and client satisfaction. Responsibilities include:
Driving end-to-end service delivery aligned with contractual SLAs and KPIs.
Managing governance calls, stakeholder engagement, and strategic planning for service improvement.
Implementing ITIL-based processes for Incident, Problem, and Change Management.
Overseeing automation initiatives to enhance efficiency and reduce operational overhead.
Leading cross-functional teams to ensure seamless project transitions and continuous service improvement.

ITIL Process ImplementationService DeliveryStakeholder EngagementGovernance CallsAutomation InitiativesITIL

Hcltech

2 roles

Manager

Promoted

Aug 2020 – Nov 2025 · 5 yrs 3 mos · Chennai, Tamil Nadu, India · On-site

Overseeing QA, training, operations, and technical support, I bring extensive expertise in RCA, ITIL, and ITSM practices. Set up automations to drive efficiency and customer satisfaction. My responsibilities include managing CSAT, Change Management, and active participation in client governance calls. I also focus on nurturing client relationships, ensuring smooth project transitions, and providing comprehensive team training for service excellence aligned with client strategic goals.

RCAITILITSMCSATChange ManagementClient Governance+1

Team Lead – Technical Support and Quality Assurance

Sep 2018 – Jul 2020 · 1 yr 10 mos · Chennai, Tamil Nadu, India · On-site

As a Team Lead for QA and Tech Support, I offer expertise in RCA (Root Cause Analysis) and excel in managing CSAT (Customer Satisfaction), Change Management, and SLAs (Service Level Agreements). I actively participate in client governance meetings, cultivating strong client relationships, and ensuring smooth transitions and comprehensive training to enhance our service delivery.

RCACSATChange ManagementClient GovernanceTeam TrainingQuality Assurance+1

Touch2success

3 roles

Quality & Training Lead

Promoted

Jan 2017 – Feb 2018 · 1 yr 1 mo · Chennai Area, India

Expert in Quality Assurance, Training & Development, and Leadership. I drive excellence through rigorous quality processes, audits, and training programs. Committed to continuous improvement and ensuring compliance with industry standards.

Quality AssuranceTraining & DevelopmentLeadershipQuality ProcessesAuditsTraining

Quality Specialist and Process Trainer

Promoted

Jan 2016 – Dec 2016 · 11 mos · Chennai Area, India

Quality Specialist and Trainer with expertise in quality audits, new hire training, OJT, nesting, and RCA. Experienced in ticket analysis and process improvement. Committed to fostering a culture of quality and continuous improvement.

Quality AuditsTrainingProcess ImprovementRCAQuality Assurance

Technical Support Analyst

Jun 2015 – Dec 2015 · 6 mos · Chennai Area, India

Provided technical support to EPOS users in UK.
Customer Service Support with Up selling
EPOS troubleshooter and customer champion. Swift issue resolution, proactive support, and in-depth UK market knowledge. Committed to delivering seamless EPOS experiences.

Technical SupportCustomer ServiceEPOS Troubleshooting