Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Amit Tiwari

Amit Tiwari

Ghaziabad

Summary

  • A competent professional with rich experience in End-user computing, IT Service Management, Infrastructure Operations Management, End User Computing & Project Management.
  • Experienced as customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in client handling, regulations and procedures.
  • Adept at defining, leading, and driving project operations effectively, through the implementation of several management dynamics including Strategic Execution Plans, Task & Resource Allocation, Team Management, Performance Monitoring/ Supervision, Progress Reviews, Training & Development
  • Experienced in identifying bottlenecks in delivery and proposes effective solutions and practices to eradicate the same.
  • Skilled in analyzing the project, defining SLAs in coordination with the clients, maintaining the agreed SLAs, and ensuring quality service delivery.
  • Efficient organizer, motivator, team player and a decisive leader with the capability to motivate teams to excel and win
  • Revenue Management
  • Automation Initiatives

Overview

14
14
years of professional experience
1
1
Certification

Work History

Service Delivery Manager: IT Infra & Cloud Service

NUCLEUS SOFTWARE
NOIDA
03.2022 - Current
  • Project Management – Overseeing IT Projects from initiation to completion, ensuring timely delivery within budget & meeting quality standards.

  • Identified opportunities to reduce cost and improve productivity.
  • Client & User Satisfaction - Implemented strategies for continuous improvement of services based on customer feedback data.
  • Accountable for escalation Ownership, Problem solving & Root cause analysis.
  • Conducted extensive research into new technologies that could improve Service operations
  • Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
  • Risk Management: Risk identification, registration, control and implementing mitigation plan.
  • Evaluated existing IT systems for potential risk or vulnerabilities
  • Stakeholders Management: Managed communications between internal teams and external customers regarding Infrastructure updates or changes in services offered.
  • SLA Dashboard Governance : Presented reports on service delivery metrics, such as response time, SLA & resolution rate.
  • Budgeting & Resource Management – Planning & managing IT budgets & Revenue, allocating resources effectively and ensuring optimal utilization of technology & infrastructure.
  • People Management: Managing IT Professionals with a Team size of 89 resources spread geographically
  • Performance evaluation and timely coaching to the resources along with staff Augmentation
  • Keeping a track of resource development, overall satisfaction, and performance appraisal
  • Managed cross-functional teams composed of both internal and external partners
  • Organized workshops services as per industry trends for Team
  • Systems & Network Administration: Overseeing the installation, troubleshooting, configuration, and maintenance of client end systems, network & other IT Infrastructure
  • SCCM: Monthly patch deployment, Package creation & Deployment of EUC Tools, patching compliance management
  • MS INTUNE: SCCM to MS Intune Migration
  • Device management, Access Policies, Application policies and configuration for end point systems
  • Collaborated with Vendors to troubleshoot hardware Compatibility issues
  • Software licensing: Managing M365 licenses, Enterprise applications, end users’ issues through Microsoft Entra
  • Security & Data Protection: Plan conditional Access Policies at Application-level access, User access level in MS Entra and maintain security measures to protect Org. data from unauthorized access.
  • Vendor & Supplier Management: Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
  • Management of new license procurement of Software & Hardware including POC (proof of concept) & price negotiation
  • Inventory Management: - Hardware & Software Management which includes Asset lifecycle: AMC renewal, License procurement & expiration for multiple services.

Senior IT Consultant - IT Infrastructure Services

CAPGEMINI India Technologies
Noida
04.2011 - 03.2022
  • Project Transition : Transitioned Multiple End User Services accounts from discovery to smooth handover to run operations
  • Project Management: Managing Multiple Projects under Managed Service Model for IT Service Desk & Infrastructure Group with a Team size of 104 IT Professionals from Poland, Noida & Kolkata
  • Infrastructure Operations : Managing & tracking the day today IT infrastructure IT related issues like slow performance, Access management to Microsoft exchange & O365 issues
  • Process Governance: Managing software & software lifecycle through CMDB in Service Now
  • Periodic reviews of overall Engagement performance with Stakeholders
  • Creating and managing new process & procedures to bridge the identified gaps.
  • Responsible for Managing & Enhancing the existing Knowledge based articles & creating new ones.
  • SLA Governance : Managed critical Incident Management Team & Service Management Group
  • Revenue and financial Management based on financial KPIs.
  • Resource Management : With a team of 100 + resources managing the SPAN of control spread geographically onshore & offshore locations.
  • Managed the shrinkage & attrition below buffer level.
  • Optimized resource utilization to maximize productivity.
  • Client Handling : Maximizing customer satisfaction through quality service delivery
  • Developed strategies and plans for IT projects to ensure successful implementation.
  • Collaborated with Client to troubleshoot core IT Outages.
  • Analyzed customer data and identified areas of improvement in their systems architecture.
  • Managing Server alerts through SCOM system center for Dirty Shutdown, low disk space alert & Server Failed to connect alerts.
  • Switch configuration & decommissioning through alert monitoring tool

Customer Support Specialist

CONCENTRIX
GURUGRAM
04.2010 - 04.2011
  • Providing technical support to US based customers for Operating System related issues
  • Isolating issues of the end users in the network & router problems
  • Reviewing customer’s requirement/ changes and ensuring all configuration are done.
  • Maintaining SLA with excellent User satisfaction rate.
  • Maintains 99% of On Time answer and FCR.

Education

Master's in business administration -

D.A.V (P.G) College
06.2009

Graduated From D.A.V P.G College Dehradun
05-2006

Skills

Transition Management

Staff Augmentation

Revenue Management

IT Infrastructure & Cloud Management

People Management

Performance Management

Strategic Planning & Client Handling

Vendor & Supplier Management

Team Building & Mentoring

Client Relationship & Presentations

Dashboard & SLA Management

Problem & Change Management

Accomplishments

  • Awarded with Performance Excellence Award – 2024 in “maintaining Ninety Seven Percent SLA” for the IT Infrastructure & Cloud Services
  • Awarded PAT for planning & executing the upgradation of IT Infrastructure during “Return to Office.”
  • Received SPOT award for smooth execution of Nucleus Network with SAML integration of Users.
  • Developed a Chat bot on MS Team platform with the integration of Power Apps & Power VA for Infrastructure Incidents

Certification

  • Scrum Master Certified in Agile Methodologies
  • ITIL Intermediate (GR754063368AT)
  • ITIL V3 Certified (45355481102749)
  • Six Sigma Yellow Belt Certified
  • Power BI Certified (LinkedIn)
  • Agile Project Manager - LinkedIn
  • CEFR certified from British Council
  • Microsoft SC -900 on Security & Compliance (D13D4N-C52233)
  • Microsoft SC-300 Identity and Access Administrator Associate (A1O252-C02376)
  • Microsoft Intune Lab setup & training certification from Udemy

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Service Delivery Manager: IT Infra & Cloud Service

NUCLEUS SOFTWARE
03.2022 - Current

Senior IT Consultant - IT Infrastructure Services

CAPGEMINI India Technologies
04.2011 - 03.2022

Customer Support Specialist

CONCENTRIX
04.2010 - 04.2011

Master's in business administration -

D.A.V (P.G) College

Graduated From D.A.V P.G College Dehradun

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Amit Tiwari