Prakash Narang

About Prakash Narang

With over 15 years of accomplished experience in Service Delivery Management, IT Operations, and Project Management, I have consistently driven success for global clients across diverse industries. My expertise lies in guiding cross-functional teams, ensuring high customer satisfaction, and fostering operational excellence.Throughout my career, I have managed a wide range of global clients spanning IT and Software Development, Education/Government, Automobile, Manufacturing, Renewable Energy, Semiconductor, Outsourcing/Offshoring, Real Estate Investments, Industrial Services, Facility Management, Management Consulting, and Broadcasting.As both a Program Manager and Service Delivery Manager for Infrastructure, I have overseen multiple large-scale projects in the past 15+ years, demonstrating proficiency in Major Incident Management, Problem Management, Change Management, Knowledge Management, IT infrastructure support, IT Application support, IT Service Delivery, and Service Level Management.My versatility extends to assuming concurrent roles such as Program Manager, Service Delivery Manager, Project Manager, IT Operations Manager, and Network Operations Center (NOC)/Service Desk Manager. I am skilled in optimizing IT operations through process adherence and effective decision-making, consistently achieving unparalleled customer satisfaction.My proficiency in utilizing ITSM Tools, including Request Tracker, ServiceNow, CA Service Desk Manager, OTRS, Heat, Manage Engine, Fresh Desk & Fresh Service, BMC Remedy, and MS Office, enables me to generate audit reports, project status reports, SLA reports, and create MBR/QBR presentations for client and management evaluations.I am known for my leadership skills, effective communication, and exceptional Customer Relationship Management abilities. My strengths also include robust analytical, problem-solving, and organizational proficiencies.Key Skills:ITIL & IT Service Management (ITSM)Service Delivery and OperationsMajor Incident Management / Critical Incident ManagementChange/Problem ManagementVendor ManagementReporting & Data Analysis (Power BI, MS Excel)Service Level Management (SLA/OLA)SQL Querying and Reporting (Tableau)Digital Transformation StrategiesProgram/Project ManagementLeadership and Stakeholder Management24*7 Service Desk Operations24*7 Network Operations Center (NOC)Cloud Technologies: Microsoft AzureData Center OperationsIT Security Best PracticesIaaS, PaaS, SFaaS (Software Factory as a Service)Customer Success and Relationship Management

Experience

1. Critical Account Manager - Critical Accounts & Strategic Initiates

   Cloudera

   May 2025 — Present · Bengaluru, IN

Education

• The Bhopal School of Social Sciences

  Bachelor's degree, Computer Science

  2004 — 2007

Skills

• Management
• Performance Management
• Crm
• Call Centers
• Bpo
• Vendor Management
• Talent Management
• Technical Recruiting
• Outsourcing
• Service Delivery
• Technical Support
• Business Analysis
• Team Management
• Talent Acquisition
• Microsoft Sql Server