Aditya Tickoo
Ghaziabad
Summary
Result-oriented Service Delivery Manager with over 14 years of experience in managing IT service delivery and client relationships. Proven track record in improving service performance, enhancing customer satisfaction, and leading cross-functional teams to achieve operational excellence in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Associate Consultant
Tata Consultancy Services
Noida
09.2013 - Current
- During this Tenure of 11 years Managed Energy customer for 7 years ( Europe ) and Retail customer ( AMERICAS ) for Data Center IT infrastructure services
- Managed delivery for a leading global energy client in the oil and gas sector.
- Scope of the project is L1, L2 AND L3 deliveries of network Data , Security and Voice
- Collaborated with Tower leads for BAU review and Improvement plans
- Joined forces with project managers to establish feasible scopes for small-scale projects improving customer advantage.
- Teamed up with Talent Management for essential training and certification scheduling.
- Utilized resource management to identify project needs.
- Evaluated and updated Continuous Improvement Plan through Agile processes.
- Participated in RFIs and RFPs to support the solution team's efforts for new opportunities.
- Organized monthly customer reviews in coordination with project managers and team leads.
- Conducted bi-annual strategic committee meetings with customers to align objectives.
- Conducted evaluations of financial statements to validate timely processing.
- Oversaw project-specific applications of Python and Ansible for process automation.
Senior Executive
HCL
Noida
10.2011 - 07.2013
- Oversaw UK client BT's Internet network.
- Supervised network operations to address outage responsibilities.
- Efficiently troubleshot to minimize downtime.
- Verified lines for new customers to ensure they fulfill specified needs like bandwidth and other parameters.
- Managed service operations, ensuring incident changes and problem resolution adherence to SLAs.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency, quality, and conformance.
Executive
Randstad
Noida
01.2010 - 04.2011
- Ensured comprehensive management of UPW Vodafone Network to improve service quality.
- Utilized monitoring tools to oversee all alarms from Nokia Siemens Network.
- Managed alarm monitoring from B.T.S, performing troubleshooting effectively.
- Coordinated with vendors and service providers to maintain operational efficiency.
- Strong analytical and organizational skills demonstrated as an enterprising leader.
- Oversaw execution of various unique initiatives in the Circle.
- Managed Preventive Maintenance and Corrective Maintenance within the circle.
- Facilitated communication between vendors and cluster managers during rectifications.
- Worked towards achieving uninterrupted operations by interpreting report data.
Education
Bachelor of Science - B. E Electronics Engineering
Shivaji University
Kolhapur ( Maharashtra )05-2009
Skills
- Leadership and Management
- Service Delivery Management
- Client relationship management
- SAFe Certified Product Owner/ Product Management
- ITIL V4 Certified
- CCNA certified
- People management
- Transition Management
- Continuous Improvement and Process Improvement
- Service management
- Analytical problem solving
- Process improvement strategies
- SLA management
- Excalation Management
Languages
English
First Language
Certification
- CCNA
- ITIL V4
- SAFe Certified Product Owner/ Product Manager
Accomplishments
- Received multiple awards like Star Of the Month
- Service Commitment awards
- Technical Excellence Award
- Contexual Master Award
Affiliations
I love music and love to sing. I have taken part in many singing competitions
I also love playing cricket and have taken part in many tournaments organized by school, college, and then by corporates
Timeline
Associate Consultant
Tata Consultancy Services
09.2013 - Current
Senior Executive
HCL
10.2011 - 07.2013
Executive
Randstad
01.2010 - 04.2011
Bachelor of Science - B. E Electronics Engineering
Shivaji University
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