ABHISHEK BEHL
Faridabad
Summary
Dynamic ITIL Consultant with a proven track record at HCL Technologies, excelling in service delivery management and cross-functional coordination. Spearheaded initiatives that significantly reduced operational expenditures while enhancing customer relationships. Adept at root cause analysis and fostering stakeholder engagement, driving continuous improvement and innovation across IT operations.
Overview
18
18
years of professional experience
Work History
ITIL Consultant, Service Level Manager
HCL Technologies
05.2020 - Current
- Driving strategic collaboration across diverse teams to resolve escalated issues efficiently, ensuring alignment with organizational goals & swift problem resolution.
- Establishing a centralized and efficient escalation management system, positioning yourself as the key point of contact for ITIL-related issues, fostering streamlined communication and resolution.
- Utilizing data analytics to monitor and analyze ITIL metrics and KPIs, identifying trends and potential areas of improvement.
- Developing and maintaining meticulous ITIL documentation, including policies, procedures, and work instructions, ensuring a standardized and well-documented framework for streamlined operations.
- Implementing and managing ITIL processes proactively, aligning them with industry best practices and organizational objective; driving continuous improvement initiatives to enhance efficiency.
- Providing expert guidance and support to IT teams, facilitating the effective implementation of ITIL frameworks and methodologies; fostering a culture of consistency and excellence across the organization.
- Conducting in-depth root cause analysis for major incidents, developing strategic action plans to prevent recurrence.
- Focusing on proactive measures to enhance system reliability and minimize future disruptions.
- Boosted operational efficiency through proactive managing incidents, resulting in improved service delivery.
- Identified needs of customers promptly and efficiently.
- Evaluated existing SLAs to ensure they meet current business needs and requirements.
- Managed service level agreements and monitored performance against established SLAs.
- Documented changes in services levels based on customer feedback or changing business needs.
IT Consultant
S&P Global Capital IQ
Gurugram
11.2016 - 09.2019
- Formulated and implemented strategic IT policies, procedures, and standards, ensured alignment with industry compliance requirements and best practices.
- Drove a culture of excellence through regular performance evaluations, providing constructive feedback to the team to enhance individual and collective performance.
- Led the coordination and prioritization of IT projects and tasks, focusing on timely and efficient delivery to maximize organizational impact.
- Spearheaded the oversight and management of a high-performing team of IT professionals, providing strategic guidance, support, and mentorship to nurture a culture of innovation and continuous improvement.
- Developed and executed forward-thinking IT strategies and initiatives that strategically aligned with and actively contributed to achieving broader business objectives.
- Ensured the robust monitoring of IT systems and data, implemented proactive measures to guarantee the security and integrity of critical assets.
- Led the evaluation and strategic recommendation of cutting-edge technologies and solutions, aimed to improve overall efficiency and productivity within the IT landscape.
Associate Consultant
Mahindra Defence
Lucknow
11.2014 - 06.2015
- Supported project management activities by tracking project progress, managing timelines, and ensured the timely delivery of project deliverables.
- Actively participated in client meetings and workshops to gather requirements and comprehend project objectives.
- Assisted in the preparation of project proposals, including conducting feasibility studies and cost-benefit analysis.
- Provided support in the development and implementation of business processes and systems, contributed to the enhancement of client operations.
Team Lead
Tech Mahindra
Noida
11.2007 - 12.2014
- Directed and led a team, offered strategic guidance and support as required.
- Implemented performance monitoring with regular feedback and coaching to enhance productivity and work quality.
- Formulated and executed strategies aligned with team goals and objectives.
- Proactively identified and addressed issues or conflicts, fostered a harmonious and collaborative work environment.
- Orchestrated the training & onboarding of new team members, ensuring acquisition of essential skills for effective role performance.
Education
MCA -
IIBM
Meerut, India01.2011
BBA -
DAV Institute of Management
Faridabad, India01.2004
Skills
- Service Delivery Mgmt & Operations
- Cross-Functional Coordination
- Project Management
- Service level management
- Problem & Change Mgmt
- Stakeholder Management
- Root Cause Analysis & Incident Mgmt
- Process Enhancements/Improvement
- Customer relationship management
- Best practices implementation
Languages
- English
- Hindi
Personal Information
Date of Birth: 06/25/83
Profile Summary - Summary
Certified PMP professional offering over 16 years of rich experience in Project Management and Service Delivery Management across various domains; skilled in monitoring Alerts, Incidents and Changes comprising of ITIL processes including Problem Management, Incident Management and Change Management. Champion with a strong focus on quality & governance, and acts a catalyst for change, facilitating continuous process improvements for transformative results and delivering peak-performing teams / improved frameworks. Expertise in concepts of end-to-end project planning & implementation from scope management, to activity sequencing, effort & cost estimation, risk analysis to quality management in line with international guidelines & norms. Business Strategist: planning & managing multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains. At ease with working in close coordination & collaboration with global teams, clients & top management for evolving strategic vision, driving change, building product/services roadmap/blueprints, infusing new ideas, implementing emerging technologies for the long run and taking enterprise system performance & productivity to next level. Showcase expertise as an Azure certified professional, excelling in cloud computing and effectively implementing Azure solutions to drive organizational success. Proven capability to build strong relationship across stakeholder groups with the expertise to effectively influence and communicate across various business lines and units.
Timeline
ITIL Consultant, Service Level Manager
HCL Technologies
05.2020 - Current
IT Consultant
S&P Global Capital IQ
11.2016 - 09.2019
Associate Consultant
Mahindra Defence
11.2014 - 06.2015
Team Lead
Tech Mahindra
11.2007 - 12.2014
MCA -
IIBM
BBA -
DAV Institute of Management
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