Ankita Sinha
New Delhi,DL
Summary
- Result driven IT professional with 10 years of experience in managing large scale L2 production support teams across various domains. Currently focused on transitioning into AI-integrated project environments, backed by certification in Agentic AI for Project Management.
- Proven expertise in owning end to end service delivery, and stakeholder management.
- Worked closely with business-critical systems and deliver measurable outcomes in terms of system uptime, SLA compliance and operational excellence.
- Implemented process automation for ticket triaging and reporting, reducing manual workload by 50%.
- Designed a complete in-house training academy and delivered over 20 hours of instructor-led sessions to new joiners in the organization.
- Championed initiatives that brought dow incident volume by 75%, improving service availability and customer confidence.
- Contributed to the Request for Proposal (RFP) process for contract renewal by providing inputs on service scope, delivery model, SLAs and resource planning.
- Collaborated with cross-functional teams to highlight operational improvements, automation successes and cost optimization achieved during the existing contract term.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Associate Project Manager
HCL Technologies
10.2023 - Current
- Leading, mentoring and managing a team of 70 members who are engaged in L2 application support for a large US customer.
- Extensive experience in incident, problem and change management using tools like ServiceNow.
- Ensure adherence to service level agreements (SLAs) for incident and service request response and resolution times.
- Drive product and process quality improvements to minimize customer escalations through automation.
- Production support of various large scale complex applications including scheduled batch jobs, inbound and outbound file exchange and daily feed and file monitoring reports.
- Technical support to end users and other support groups as established by SLAs.
- Developed and maintained strong relationships with clients, team members, and other stakeholders to foster a collaborative working environment.
- Conducted risk assessments to mitigate potential obstacles in the project lifecycle, ensuring smooth transitions between phases.
- Participated in continuous improvement efforts within the organization by contributing ideas for process enhancements based on lessons learned from previous projects.
- Coordinated cross-functional teams to successfully achieve project milestones and objectives.
- Served as the primary point of contact for clients during the entire course of assigned projects, addressing concerns and providing updates on progress.
- Implemented best practices in project management methodologies to optimize performance and achieve desired results.
- Collaborated with stakeholders to gather requirements, define project scope, and establish clear goals for successful execution.
- Evaluated team members'' performance throughout the duration of projects, providing constructive feedback for professional growth opportunities.
- Facilitated effective communication among team members by conducting regular meetings and promoting a collaborative working environment.
- Monitored progress of projects through regular status updates, identifying potential issues and taking corrective actions when necessary.
- Monitored and tracked project metrics and collected data to share with project members.
- Planned, monitored and analyzed project costs to meet financial goals.
Associate Manager
HCL Technologies
12.2021 - 09.2023
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Participated in requirements meetings to understand business needs.
- Documented effective and replicable methods for extracting data and organizing data sources.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Synthesized complex analytics-derived insights into easy-to-understand, actionable recommendations for business users.
- Identified and documented detailed business rules and use cases based on requirements analysis.
- Achieved project deadlines by coordinating with contractors to manage performance.
Application Support Analyst
Wipro Technologies
2 2020 - 11.2021
- Proactively monitor the operations of the production system and help in resolving any live problems detected/reported.
- Provide production support and monitoring in 24*7 environment
- Production batch support, which includes monitoring batch on a rotational basis, user support, on-call support, job failure analysis and Unix system and process management.
- Review the production support issues assigned and do due diligence - troubleshooting, root-cause analysis and provide resolution in a timely manner
- Utilized Unix commands and shell scripting for administration, maintenance and troubleshooting.
- Provide scenarios for automated scripts and tactical solutions for functional and non-functional issues.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Manage the incident process to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
Take ownership of issue reported by the customer and ensure that it is resolved quickly effectively or escalated to the next level with relevant data as needed in a timely manner.
Set the right expectations with the customer and keep communication flowing at appropriate intervals
Senior Project Engineer
Wipro Technologies
08.2015 - 01.2020
- Manage the Major Incident Management (MIM) Process and perform management of both reactive root cause analysis and proactive trend analysis using ITIL best practices
- Responsible for ownership and coordination of actions identified within the MIM and problem analysis
- Responsible to analyze root cause, identify known errors and fix the said errors
- Responsible for identifying problems, analyze and recommend improvement plans with solutions obtained from technical teams.
- Responsible to review problem trends and planning and driving improvements
- Responsible for conducting post mortem investigation on all Major Incidents, and identify and recommend corrective action items.
- Responsible for producing problem records detailing the incident and using Six Sigma 5 Why process to determine root cause
- Responsible for developing, coordinating and promoting effective ITIL functioning of problem management activities across support and engineering teams.
- Responsible for stakeholder communication strategies and status/metrics reporting that supported escalation of risks and increased project awareness to all critical stakeholders and all SLA Impacting clients
- Controlled project activities to maintain work standards, adhere to timelines and meet quality assurance targets.
- Designed a version controlled artifact project repository on SharePoint resulting in improved quality control of document retention improving the quality of the project artifacts
- Responsible for the successful creation and implementation of multiple reports via the ServiceNow tool to establish and analyze key Availability metrics such as: Availability, MTRS, MTBSI, Downtime Hours etc.
- Managed project BAU activities effectively to deliver finished work on time.
- Supported leaders throughout decision-making and launch by providing regular compliance reports to drive process improvement and corrective measures.
- Conducted research, gathered information from multiple sources and presented results.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used Microsoft Word and other office tools to create documents and other communications.
- Have a fair understanding of the application health monitoring tools such as Splunk and Geneos.
Education
Bachelors in Computer Applications - Computer Applications
Jagannath International Management School
05-2015
MTech. in Software Engineering - Software Engineering
BITS Pilani
08-2019
Skills
- Tools - Microsoft Office Tools - Excel, Powerpoint, Word, ServiceNow, Tableau (Basic), Ansible, JIRA
- ITIL - Incident Management, Problem Management, Change Management, Major incident management
- IT Service Management, IT Service Delivery
- Scripting/Database - SQL, Unix, Autosys (Basics)
- Application Health Monitoring Tools - Splunk, Geneos
- Project Management - Client interfacing, Project reporting, Client relationships, stakeholder relations management, Scope management, Project planning, Project monitoring, Risk management, Schedule management
Certification
- IELTS (Band 7)
- ITIL V3 Foundation Certification
- Google Project Management
- PMP Certification - In Progress
- Agentic AI for Project Management
Accomplishments
Won multiple awards during my tenure in Wipro & HCLTECH such as:
BU Awards
Round of Applause Awards
Inspiring Performance Awards
Evangelist Awards
Spot/Livewire Awards
Languages
English
Hindi
Hobbies and Interests
Reading
Writing
Music
Travelling
Timeline
Associate Project Manager
HCL Technologies
10.2023 - Current
Associate Manager
HCL Technologies
12.2021 - 09.2023
Senior Project Engineer
Wipro Technologies
08.2015 - 01.2020
Application Support Analyst
Wipro Technologies
2 2020 - 11.2021
Bachelors in Computer Applications - Computer Applications
Jagannath International Management School
MTech. in Software Engineering - Software Engineering
BITS Pilani
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