Open to opportunities

Kunal Arya

@kunalarya

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Dynamic IT professional with 19 years of service management expertise.

India

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What I'm looking for

I seek a role that fosters continuous improvement and values strategic leadership.

I am a dynamic IT professional with over 19 years of diverse experience in the IT sector, specializing in service management and IT operations. My journey has been marked by a commitment to enhancing operational efficiency and ensuring high levels of client satisfaction. At NTT DATA, I led the Service Management team, directing critical incident management processes and facilitating uninterrupted IT service delivery for a wide range of clients.

Throughout my career, I have cultivated a comprehensive skill set in problem, change, and configuration management, actively engaging with cross-functional teams to enhance service quality. I have successfully implemented strategies that significantly decreased incident resolution times, resulting in improved service levels and increased client satisfaction. My leadership skills have been instrumental in guiding IT teams in ITIL frameworks and best practices, fostering a culture of continuous improvement.

With extensive expertise in Service Integration and Management (SIAM) principles, I have facilitated seamless coordination among various service providers to deliver integrated IT solutions. I am proficient in leveraging advanced analytics and reporting tools to drive data-informed decision-making, ultimately leading to improved incident management strategies and operational insights.

Experience

Work history, roles, and key accomplishments

Current

Service Management Lead (Incident Manager)

Current

NTT DATA Information Processing Service Pvt. Ltd

Oct 2013 - Sep 2024 (10 years 11 months)

Directed the incident management process for high-profile accounts, applying ITIL methodologies to ensure swift resolution of service disruptions. Managed escalations and collaborated with teams to enhance IT service delivery and maintain SLA compliance.

ITIL Incident Management Root Cause Analysis Performance Metrics Team Collaboration Training Development Continuous Improvement

Current

Service Operations Manager

Current

NTT DATA Information Processing Service Pvt. Ltd

Oct 2011 - Sep 2024 (12 years 11 months)

Oversaw SaaS-based and internal IT infrastructure, managing outsourcing relationships with Cloud Service Providers and ensuring compliance with ITIL norms. Led incident, problem, and change management efforts while mentoring IT teams to enhance performance and service delivery.

ITIL Incident Management Change Management Problem Management Vendor Management IT Service Delivery Risk Management Cloud Services Team Leadership

Current

Client Technical Support Senior Executive

Current

NTT DATA Information Processing Service Pvt. Ltd

Oct 2011 - Oct 2013 (2 years)

Served as the primary contact for customer escalations, utilizing advanced troubleshooting tools to resolve technical issues. Delivered exceptional customer experiences and collaborated with technical teams to enhance service delivery.

Customer Service Technical Support Troubleshooting Communication Skills IT Service Delivery Problem Solving Performance Metrics Team Collaboration Customer Satisfaction Process Improvement

Subject Matter Expert

Unbound Technologies (P) Ltd

Jan 2009 - Oct 2011 (2 years 9 months)

Provided expert knowledge and support in technical areas, assisting teams in resolving complex issues and enhancing service delivery. Collaborated with stakeholders to ensure alignment with business goals.

Technical Expertise Problem Solving Stakeholder Engagement Service Delivery Team Collaboration Process Improvement Communication Skills Training Quality Assurance Performance Metrics

Sr. Customer Service Representative

HCL Technologies Ltd

May 2007 - Dec 2008 (1 year 7 months)

Managed customer inquiries and provided solutions in a BPO environment. Ensured high levels of customer satisfaction through effective communication and problem resolution.

Customer Service Communication Skills Problem Solving Team Collaboration Performance Metrics Quality Assurance Technical Support Process Improvement Stakeholder Engagement Training

Sr. Technical Support Officer

Convergys India Pvt. Ltd

Aug 2004 - Sep 2005 (1 year 1 month)

Provided technical support and troubleshooting for customers, ensuring timely resolution of issues and maintaining high customer satisfaction levels.

Technical Support Troubleshooting Customer Service Communication Skills Problem Solving Performance Metrics Process Improvement Team Collaboration Quality Assurance Stakeholder Engagement

Technical Support Officer

EXL BPO Pvt. Ltd

Apr 2004 - Aug 2004 (4 months)

Delivered technical support to customers, resolving issues and ensuring a high level of service quality. Collaborated with teams to improve service delivery processes.