Aakash Jalan

Domain / Business Unit: Aerospace

Key Recognition: SPOT Award, twice - for excellent performance, contributions and solution integration.

Roles & Responsibilities :

• Service Governance with Suppliers for the Service Management & Delivery for Conferencing & Rooms Solutions - in tight integration with Europe.
• Leading the Global and Trans-National team of IT Operations Specialists & Service Delivery Managers, team of 7 across Europe.
• Transversal Service Management & Operations across the Employee Collaboration Product & Service Line - drive Service Improvement Plans, build cohesion with SDMs and Product Leaders, result-oriented, risk management.
• Liaising and close collaboration with Product Management for Strategy, Design, Transition & Operations; supporting Entry-Into-Service, ensuring Green Operations' KPIs, contractual SLA compliance, Improvements.
• Europe to local (Airbus India) close collaboration for common products like Audio Visio equipped Conferencing Rooms, best practices and proximity.

Domain / Business Unit: Global Automotive parts manufacturing

Client: Aptiv PLC

Project: SIAM Major Incident Management & Service Delivery

Key Recognition: Q3 FY21 DXC Quarterly Champs Award, and External Suppliers' recognition emails for performance

Role & Responsibilities :

• Managing the High Priority Incident Management (HPIM), Indian team; People Management - responsible for their ad-hoc/monthly review of performance in terms of overall work status i.e issues, concerns, challenges, highlights, lowlights.
• Review mid-year and end-year performance appraisal and integrate into the Goals & Objectives; Individual Development Plan / Performance Improvement Plan for the team, track and support until successful results.
• Key player in the Asia Pacific and Global Innovation Workshops across Service Management, Operational Excellence, IT Leadership, and Customer Relations.
• Handle account escalations (if any) across accounts for the HPIM India team.
• Share the learnings and best practices across other projects, on use-case basis to support being agile.

Domain / Business Unit: Global Automotive parts manufacturing

Company Overview: working as a contractor for DXC client, in turn working for DXC Technology's client i.e Aptiv PLC

End Client: Aptiv PLC

Project: System Integration and Management services support

Key Recognition: TEK-Spotlight Award for performance of above and beyond excellence

Role & Responsibilities :

• Validating the priority through Enterprise Incident Priority Matrix by assessing the impact and urgency and confirming with Service Delivery & Integration Manager
• Timely opening of technical/check-point/closure bridge calls for troubleshooting & fixing of major production outages. Maintaining of whiteboards and OneNote document for up-to-date information capture of work logs and plan of action
• Based on the impact and current status, issuing IT leadership notifications and banners to top management.
• Ensuring that the Primary Service/Support Provider (technical teams) in a multi-PSP/vendor environment to have investigate, troubleshoot and fix the outage with having all required information logged and collected for Root Cause Analysis based on need
• Leading and taking ownership of Daily Service Status Review of - ongoing changes, Service Desk inflow, major incidents, complaints and escalations

Domain / Business Unit: Retail Utilities (ENU)

Client: Origin Energy Retail Ltd

Deputation of 1 year: onsite at Adelaide, South Australia

Project: Application Maintenance & Support - Legacy to SAP migration, Post Implementation Support

Role & Responsibilities :

• Leading both Incident and Problem Management capabilities of Service Management
• Client-site handling and ensuring client visits at offshore are taken care of with smooth presentation plan and excellent client experience

Domain / Business Unit: Retail Utilities (Energy Natural Resources & Utilities)

Client: Origin Energy Retail Ltd - the client is one of the leading Australian integrated energy companies

Project: Application Maintenance & Support - Legacy to SAP migration, Post Implementation Support

Role & Responsibilities :

• SAP CRM Functional Support to resolve production service outages and provide permanent solution in form of defect fixes & Solution Manager provisioning
• Assistance in updating the Functional Specifications and having the Technical Specifications in-line to the FS, along with Business Requirement Documents kept up-to-date
• Planning and writing Tactical Solution Documents for corrupt data remediation, liaising with Technical Team, as a one-off solutioning for typical/strategic cases
• Writing test cases and performing Unit Testing and User Acceptance Testing for defect fixes, as per business demand
• Raising standard issues/defects to SAP via raising OSS message