Summary
Overview
Work History
Education
Skills
Personal Information:
Timeline
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ANJURI SINGH THAKUR

Summary

  • IT Operations Management (MBA) & BE (IT) with 10 + years of IT Service Operations Experience. Adept at management of Global IT Service Desk operations covering Multi-Tier Teams, Global Service Delivery, Process Re-engineering and Business Operations Management.
  • A result oriented professional with experience in IT Infrastructure domain and Project Management, Transition and Transformation, Service Delivery with reputed organizations.
  • A keen planner, strategist and implementer with demonstrated success in end-to-end program / project management and ensuring effective management of various resources in global environment to meet program requirements and specifications.
  • Significant experience working with global customers, leaders, project managers, service delivery leaders and technical teams for securing & executing concurrent projects.
  • Strong problem solving & technical skills coupled with confident decision making for enabling effective solutions leading to high customer satisfaction and low operational costs.
  • An effective leader with proven abilities in leading teams during the project phase, training & guiding team members and enabling knowledge sharing among the team.
  • Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

14
14
years of professional experience

Work History

Operations Lead

Iopex Technologies (British Telecom, Gurgoan)
Unilever / Pepsico / Nestle / Jabil / ABB
03.2017 - 08.2017
  • Providing an RCA for P1 & P2 incidents as reactive issues & proactive issues and as per clients Agreement.
  • Managed and allocated staff and material resources to meet production goals.
  • Following the pre-approved approval matrix to ensure the right process to followed with in the service desk environment.
  • Manage the creation, distribution and analysis of operational, business and financial reporting (RCA, Call reports, Outages reports etc).
  • Documentation of Helpdesk processes, procedures & guidelines along with syncing the information with team.
  • Responsible and accountable for maintaining Business continuity plan for smooth flow of operations.
  • Work closely with clients and staff to develop client and project risk assessments, implement opportunities, and recommendations regarding business and IT process optimization and profit improvement.
  • Interact effectively with colleagues and user groups to understand their needs and provide appropriate technical support.
  • Follow standard emergency procedure and contingency planning practices to ensure basic IT services respond quickly and deploy resources.
  • Accountable for the delivery of Root Cause Analysis and Incident resolution within given target duration.
  • Contributing to overall achievements of required Service Level by maintaining agreed targets; ensuring team SLA’s and Key Performance are in order.
  • Responsible for acting as a first escalation point to expedite problem resolution and escalation/ issues if any.
  • Accountable for Service Transition projects and ensure a smooth, effective transition.
  • Creating the Weekly, Quarterly and Monthly reports for Critical & Problem Management.
  • Ensuring that necessary reports (e.g RCA, Post Implementation Review, etc.) are delivered.
  • Manage communication of the status of all changes and the success metrics for the change management process
  • Manage the post implementation review process ensuring changes have met their objectives and provide feedback on corrective or preventative actions as needed.
  • Acting as SPOC for all stakeholders and Higher management directors/ VP/CEO’s.
  • Monitor and streamline the Service desk operations and meet Key performance indicators for Operations.
  • Engaging appropriate support teams to resolved the issue and notifying the appropriate audience regarding any outage or service impact.
  • Conducting regular training and feedback sessions to upskill the team and to track performance of each team member.
  • Business Optimization Achievements:
  • In my last project with British Telecom Gurgaon, as an Operations Consultant below mentioned are the achievements towards business optimization, process optimization and cost efficiency
  • The aim of the project was to create 20% excess TLR capacity via optimization channels, reduction in FTE’s by optimization of the SA operations 23 % FTE reduction to improve cost effectiveness achieved
  • Optimize and reduce work load by 20%, Operate with 20% reduced work load and validate deliverables and Validate BU operations with this optimized work force
  • Work closely with Service Assurance operations team to understand process, identify repetitive tasks and wastes thereby enable offshore teams to run at optimum level of productivity by switching off non-value add activities, finding root causes of failure, identifying skills gaps and process improvement and Robotic process automation.
  • Performance ranking Process & metrics Skill to Ticket complexity mapping RTCA – Role Task Competency Analysis to benchmark and fine tune ticket handling process
  • Weekly Dashboards
  • Daily Metrics Reporting/Publishing (Tracking Performance)
  • Changing Skill Mix over shift Cycles Skill Improvement & Refresher Training Conducted refresher training for all employees to upskill their knowledge as per current changes and modifications in the processes on handling tickets or tools upgradation or procedure adherence etc.
  • Identified groups or bucket-wise groups of agents based on skill and knowledge level based on which they were given proper training and support while working on cases.
  • Documentation for basic troubleshooting procedures created and maintained in shared drive which can be accessible by team and edited by manager and SME as and when new updates come.

Operations Manager

Microsoft, Brillio Technologies
08.2013 - 06.2014
  • Information Systems
  • Mission Control Operations Lead
  • Handling Incident/ Problem/Change Management teams which support GLOBAL OPERATIONS for Microsoft.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Trained and guided team members to maintain high productivity and performance metrics.

Subject Matter Expert

Microsoft, Covergys
Bangalore
10.2011 - 12.2012
  • MICROSOFT- CS3
  • SERVICE DESK, ITO (SME in Operations)
  • Improved system performance by eliminating operational gaps.
  • Monitored and tracked client and systems progress to identify improvement opportunities.
  • Collaborated with management to identify and prioritize new development concepts.
  • Supported teams in continuous delivery of quality services to stakeholders.
  • POC for all vendors and partners as account manager.

Service Desk Support

Mphasis, An EDS Company
PUNE
12.2007 - 10.2008
  • For International transactions and bookings on Sabre Website (In-house and Outhouse)
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Monitored system performance to identify potential issues.

Technical Support Officer

Wipro
Capital One
11.2006 - 10.2007
  • US Credit Card Organization
  • Researched and identified solutions to technical problems.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Technical Support Officer

CISCO SYSTEMS LINKSYS, Vcustomers Pvt Ltd
PUNE
03.2003 - 07.2006
  • Technical Service Desk Support for Linksys router globally
  • Installed and configured operating systems and applications.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Researched and identified solutions to technical problems.

Education

Bachelor of Engineering - Information Technology

Pune University
Pune

MBA - Operations Management

IIM Kozhikode
Kozhikode

CCNA

ITIL 2011

Skills

  • Decision-Making Capabilities
  • Microsoft Office Proficiency
  • Global Clientele Experience
  • Business Optimization
  • Client Relationship Management
  • Service Desk Management
  • Strong Interpersonal Communication
  • Excellent Written and Oral Communication
  • Operations Management
  • Process Optimization and Improvement
  • Training and Development
  • Performance Monitoring and Evaluation
  • Client (Vendors nd Partners) Management
  • Motivational Leadership
  • Presentation Skills
  • Process Change and Implementation
  • Vendor and Supplier Management

Personal Information:


  • Date of Birth: February 18, 1984
  • Gender- Female
  • Marital Status - Married
  • Languages Proficiency : English and Hindi
  • Job Type Preferences - Remote Based
  • Open to Travel
  • Valid Passport - Z3296256

Timeline

Operations Lead

Iopex Technologies (British Telecom, Gurgoan)
03.2017 - 08.2017

Operations Manager

Microsoft, Brillio Technologies
08.2013 - 06.2014

Subject Matter Expert

Microsoft, Covergys
10.2011 - 12.2012

Service Desk Support

Mphasis, An EDS Company
12.2007 - 10.2008

Technical Support Officer

Wipro
11.2006 - 10.2007

Technical Support Officer

CISCO SYSTEMS LINKSYS, Vcustomers Pvt Ltd
03.2003 - 07.2006

Bachelor of Engineering - Information Technology

Pune University

MBA - Operations Management

IIM Kozhikode

CCNA

ITIL 2011

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ANJURI SINGH THAKUR