AMAN BHOLA
New Delhi
Summary
- Result-oriented EUC & Operations Manager with 9+ years of experience in IT Service Delivery, EUC Support, Telecom Operations, Technical Training, Network Maintenance, and field team leadership.
- Expert in ServiceNow, Microsoft Intune, Device Compliance, BitLocker, AD, SLA improvement, and collaborating with global market units (UK, AU, HK).
- Strong track record in reducing repeat/reopen issues, optimizing processes, and enhancing end-user experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Manager - EUC
BCC Bupa
10.2025 - Current
- Managing ServiceNow (Incident, Request, Change) ensuring SLA adherence.
- Prepared weekly SLA dashboards, governance reports, and ticket analytics to monitor service performance.
- Enhancing operational KPIs and global process alignment.
- Supported UK, Australia & Hong Kong users with incident resolution, escalation management, and root cause analysis.
- Handling Intune device onboarding, compliance, policy sync, app deployment & BitLocker.
- Ensured ticket quality and documentation accuracy to enhance user satisfaction.
- Provided IT support for CMS services
Assistant Manager / Territory Manager
Bharti Airtel
Gurgaon
05.2025 - 10.2025
- Managed Gurgaon field operations for FTTH, DTH, & AirFiber, enhancing service delivery across multiple platforms.
- Led field teams, ensured SLA compliance, and monitored productivity to maintain operational standards.
- Reduced repeat & reopen cases through RCA corrections.
- Handled escalations and customer visits while coordinating resource planning to address client needs effectively.
Deputy Manager (Technical Trainer)
Reliance Jio
07.2024 - 12.2024
- Delivered FTTH installation, troubleshooting, and safety training to enhance technician proficiency.
- Conducted assessments to reduce SLA violations.
- Provided refresher sessions to address knowledge gaps and minimize repeat complaints.
- Performed field audits & enhanced team technical capability.
Beat Trainer
Bharti Airtel
08.2021 - 07.2024
- Delivered NCR-wide technical sessions and router optimization training to improve team competency.
- Trained Broadband, DTH, Airtel Black & Mesh Wi-Fi teams to enhance technical skills and service delivery.
- Managed onboarding and capability building to ensure effective performance evaluation and integration.
- Managed Indus project operations
Network Engineer
ACT Fibernet
05.2017 - 08.2021
- Diagnosed and resolved DNS/DHCP issues, outages, and network faults to restore service continuity.
- Coordinated with NOC to resolve escalated technical issues, enhancing response time and customer satisfaction.
- Executed Wi-Fi/FTTH installations, configuring ONU and setting up routers to ensure reliable connectivity.
Education
MBA - IT/Operations
Uttaranchal University
02.2026
Graduation -
Delhi University
01.2018
12th -
CBSE
01.2012
10th -
CBSE
01.2010
Skills
- EUC/IT Support
- Intune
- BitLocker
- Device Compliance
- Outlook
- ITSM
- ServiceNow
- Networking
- DNS
- DHCP
- Router/Switch Configuration
- Telecom
- FTTH
- Broadband
- Air Fiber
- DTH
- ORT
- Excel
- PowerPoint
- Word
- Team Leadership
- Team leadership
- Incident management
- Compliance monitoring
- Cross-functional communications
- MS office
Certification
- DevOps Engineer Certificate
- CCNA (Training Completed)
Languages
- Hindi
- English
- Hindi
Personal Information
- Location Preference: Delhi/NCR
- Date of Birth: 02/28/94
Timeline
Operations Manager - EUC
BCC Bupa
10.2025 - Current
Assistant Manager / Territory Manager
Bharti Airtel
05.2025 - 10.2025
Deputy Manager (Technical Trainer)
Reliance Jio
07.2024 - 12.2024
Beat Trainer
Bharti Airtel
08.2021 - 07.2024
Network Engineer
ACT Fibernet
05.2017 - 08.2021
MBA - IT/Operations
Uttaranchal University
Graduation -
Delhi University
12th -
CBSE
10th -
CBSE