Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Hi, I’m

AASHISH VERMA

Faridabad,HR

Summary

  • To work with a reputable organization who acknowledges performance, gives reward for hard work and loyalty with organization, which provides opportunities for professional, long-term career growth and encourage staff to improve skills and knowledge that help to meet work demand and expectations of an organization. An astute ITIL V3 Intermediate Certified Professional with 15 years of experience with extensive ITSM experience. Capable of collaborating with individuals to create a productive team and/or working independently. Highly organized, detail oriented and able to multi-task. Professional Summary
  • Experienced ITIL V3 Intermediate Certified Professional with over 15 years of experience in IT/ITES. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
  • Experience in managing various Service Management processes by assigning workload, serving as an escalation point and working with other functions/processes/verticals to ensure on time delivery & defect free services of quality work
  • Excellent IPCC Skills in IT Infrastructure implementation
  • Strong communication & interpersonal skills with proven abilities in Customer Relationship Management & Team Management and rendering effective service
  • High level of confidence and experience of dealing with clients from different backgrounds
  • Achieved Continuous learning and growth to enhance skills and broaden knowledge base
  • High level of excellence achieved through experience in Oral and Written communication skills
  • Demonstrated capabilities in streamlining & automating processes, establishing quality assurance framework for achieving excellence in delivery and implementing best practices
  • Meet deadlines without compromising on quality & adhering to SLA, ensuring speedy resolution of queries & grievances to maximize client satisfaction levels

Overview

18
years of professional experience
8
years of post-secondary education

Work History

Global Quality Lead

Job overview

  • Global Quality Lead within "Management of IPCC" is responsible to ensure that the operational teams (Change & Configuration Management) are performing defect free daily activities to meet the defined SLA Responsibilities Global Quality Lead Responsibilities:.
  • Produce various Quality Audit Report for the team members for gap analysis in adhering the Change & Configuration Management Process.
  • Participating in Bi-weekly Governance Call with all the stakeholders to discuss the IAD Logs (Issues/Action/Decision).
  • Responsible for providing inputs to the Process Managers for the upcoming process drop plans.
  • Identifying supplier Process Violations on weekly basis & sharing the action plans for improvement.
  • Responsible for Process Improvement by analyzing Quality/Process Gaps.
  • Keep a close track on the monthly KPI/SLA Metrics for Change & Configuration Management.
  • Provide process related training to the new joiner.
  • Sharing one to one quarterly feedback on their KPI Performance.
  • Preparing monthly BSC Metrics Dashboard for the leadership performance review.
  • Ensure Cross collaboration with other processes (Incident, Problem, Capacity etc.) and help them with better delivery in their areas.

Change Manager

Job overview

  • Ensures the Change Management process is being adhered to by all suppliers.
  • Manages the inter-dependencies of RFC's.
  • Produces and communicates the Forward Schedule of Changes (FSC) to Ericsson and Global Service Desk.
  • Ensures Routine Changes are approved by Ericsson for inclusion in their agreed Routine Change list.
  • Ensures that the Change is approved by all the stakeholders.
  • Acts as a Change Approver & represents Ericsson in the Change Advisory Board.
  • Reviews CAB agenda and details of each RFC on the agenda prior to each CAB Meeting.

Configuration Manager

Job overview

  • Performs Configuration Management Database (CMDB) validation checks to ensure that the CMDB is controlled by Change Management.
  • Expand the functionality, scope and accuracy of the CMDB by analyzing the feedback from operations staff and via implementing various quality reports.
  • Devise the CMDB audit schedules, tools and offer governance for the procedure of correcting identified deviations along with identification and implementation of the preventive actions.
  • Conducting training for stake holders and suppliers, documentation etc.
  • Reconciling CMDB data with ADDM data to improve accuracy Achievements.
  • Successfully completed the transition for Change & Configuration Management Process from HP Team.
  • Received 4 awards for Employee of the Month by the Ops Leadership Team.
  • Rewarded twice by the Rockstar Award for the Best Leader.
  • Received an Innovation Award by the Head of Operations.
  • Received an appreciation from the Application Delivery Manager for coordinating with different teams for the successful change implementation.

Hardware Asset Manager

Job overview

  • Ensuring that the Cycle Count Application Audit & Wall to Wall Audit Accuracy should be maintained =>97% (all fields) and =>99% (billing) +/- 2%.
  • Ensuring that all assets connected to the network are getting properly scanned by the various E-Inventory Tools i.e.
  • MADCAT, IBM Director, SCCM etc.
  • Working closely with the SAP Team to resolve the SAP to AMI Reconciliation Exceptions.
  • Working along with the team to ensure that the Billing/Inventory accuracy of the account is above the agreed SLA & identifying potential areas of opportunity & working through them.
  • Ensure that the Non Productive Assets should be redeployed to some different accounts thru NASD Team.
  • Ensuring that the updated People Soft Information should reflect in the database.

Software Asset Manager

Job overview

  • To ensure that all the assets should use licensed & approved software.
  • Responsible for notifying the software vendors about the expiration of the licenses.
  • To ensure that the renewal quotation received from the vendor should be properly verified & approved by the Account Executives.
  • Responsible for generating the Purchase Order & informing the client about the changes in the contract terms if any Achievements.
  • Secured 99 % (September 2009) & 98% (August 2011) compliance towards ISO 9001 standard in the Quality Management Audit for Hardware Asset Management Team.
  • Received an appreciation from the Global End User Director for creating a Random Cycle Count Audit Dashboard which resulted in high Billing & Inventory Accuracy.
  • Awarded with an Accolade twice during a fiscal year.
  • Automated few critical reports i.e.
  • Non Productive Asset Report, Cycle Count Audit Sheet, Disposition Report, Lost Report, Textron Active Count & Weekly Server AMI Dump.
  • Improved service maturity from 55% to 90% by absorbing 2 FTE's from onshore billing & increasing more billability to India Team Tenure Previous Assignments.

Genpact India Pvt. Ltd, ITSM, BMC Remedy Lead
Gurgaon, India

Sr Manager
12.2017 - Current

Job overview

  • Develop and manage ITSM roadmap, consulting with stakeholders, resource management to adjust projects, ITIL process migration along with CSI and other activities based on IT demand Responsibilities.
  • Provide ITSM leadership and expertise, coaching senior executives as needed.
  • Act as the BMC Remedy Ambassador to all stakeholders.
  • Build and manage Service Catalogs for all IT offerings including workflow, approval mapping etc.
  • On BMC Remedy.
  • Development of custom functionalities in the BMC Remedy including identifying and fixing of issues in out of the box and custom work flows.
  • Work closely with the ITSM Project Manager to resolve key project issues and escalates to the business sponsor and steering committee as needed in order to maintain program timelines and objectives.
  • Understand process workflows for all the deployed ITIL processes in BMC Remedy and suggest improvements to the current process to make a better experience for both the End User and Support Agent.
  • Execute enterprise ITIL processes to ensure vendor meets processing SLA/OLA requirements round the clock.
  • Provide expertise and "best practice" guidance on process and service design.
  • Identify key performance criterion and define SLA Matrix for various processes to measure performance and productivity Achievements.
  • Awarded for successful migration from HPSM to Remedy for ITIL Processes (IM, PM, CM, SRM).

Ericsson Global Services Pvt. Ltd
Gurgaon, India

Specialist
07.2012 - 12.2017

Job overview

  • Change & Configuration Management.

Computer Sciences Corporation

Sr Analyst, Deputy Account Lead
01.2009 - 07.2012

Job overview

  • Managing all IT Hardware and Software Assets for the different Business Units of a North American Client across Globe (NA, EMEA, CALA & APAC).
  • The task comprises of the Hardware & Software Asset Controlling, New Employee Hardware Allocation, Employee Exit Clearance, PC Refresh Activity, PC Disposal Process and Maintenance of ITAR Responsibilities Account Lead Responsibilities:.
  • To provide for end-to-end service delivery including keeping the CI & Asset repository up to date for both CSC Owned & Client Owned CI's.
  • Contributing to the ongoing development and maintenance of Processes, Procedures and Work Instructions for the Account.
  • Overseeing the global MIS reporting metrics, identify trends and take appropriate action on the same.
  • To ensure that the overall quality is maintained by applying due diligence to the Data Integrity Check and Quality Check Analysis.
  • Attending Daily Service Review Call with clients to provide assistance on various asset related issues.
  • To work as a Trouble Shooter, in case a team member is unable to understand the given information/process.
  • Acting as an escalation point of contact for the onshore and offshore, review & act upon an incident accordingly.
  • Providing Knowledge Transfer to new joiners about the policies & procedures for the company.
  • Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction.

HCL Technologies

Sr Executive
07.2006 - 01.2009

Espire Infoserve Pvt Ltd
New Delhi

Team Supervisor
01.2005 - 07.2006

Education

Symbiosis Centre For Distance Learning
Pune

MBA from Finance
06.2006 - 06.2011

University Of Delhi

Bachelor of Commerce from Commerce
06.2003 - 06.2006

DAV Public School, C.B.S.E. Board

Class 12th

Skills

Audit Reportundefined

Additional Information

  • Interest Driving, Playing Cricket & , Listening to Music

Timeline

Sr Manager

Genpact India Pvt. Ltd, ITSM, BMC Remedy Lead
12.2017 - Current

Specialist

Ericsson Global Services Pvt. Ltd
07.2012 - 12.2017

Sr Analyst, Deputy Account Lead

Computer Sciences Corporation
01.2009 - 07.2012

Sr Executive

HCL Technologies
07.2006 - 01.2009

Symbiosis Centre For Distance Learning

MBA from Finance
06.2006 - 06.2011

Team Supervisor

Espire Infoserve Pvt Ltd
01.2005 - 07.2006

University Of Delhi

Bachelor of Commerce from Commerce
06.2003 - 06.2006

Global Quality Lead

Change Manager

Configuration Manager

Hardware Asset Manager

Software Asset Manager

DAV Public School, C.B.S.E. Board

Class 12th
01.2003

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AASHISH VERMA