Harish Purandaran
Senior Specialist | IT Service Management Analyst | Major Incident Manager Lead | ITIL Professional | Incident Management | Service Management | Change Management | Problem Management | Customer Success || IT Operations
- Role
- Senior Process Specialist at HCLTech
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Harish Purandaran
As an ITIL Certified Professional with over 12 years of experience in IT Service…
Experience
Senior Process Specialist
Aug 2024 — Present · Bengaluru, IN
I serve as the primary point of contact for support-related activities, building trusted relationships with high-profile, strategic customers.I proactively monitor customer environments using advanced tools to identify risks and address potential issues before they impact business operations.I manage both proactive and reactive support services, coordinating with cross-functional teams to ensure timely and effective issue resolution.I lead regular customer meetings and conference calls, providing clear updates on open cases, service performance, and ongoing initiatives.I create and deliver monthly performance reports and quarterly service reviews to keep stakeholders informed and aligned.I help customers maximize the value of their investment by aligning platform capabilities with their unique business needs.I ensure service level agreements (SLAs) are consistently met or exceeded and develop action plans when targets are at risk.I facilitate upgrades, patches, and compliance with security requirements, acting as the liaison between customers and internal teams.I collaborate closely with internal technical and support teams to prioritize and resolve issues, maintaining high levels of customer satisfaction.I am flexible and available to work early mornings, late evenings, and weekends to support customers across different time zones.I bring a growth mindset and a collaborative approach to continually improve the customer experience and drive service excellence.
Education
Vijaya College Jayanagar
Bachelor's Degree, Business/Commerce, General
Bangalore University
B.com, Business/Commerce, General
2011 — 2015
Bangalore University
Bachelor's degree, Accounting and Business/Management
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