Anshul Agarwal

• Managed End to End Project for Service Now Implementation from initiation to Go Live.
• Gathering Customer Requirements and Aligning implementation team with the same.
• Testing all the implementations in Dev environment.
• Taking Sign Off from client side and moving all the implementations to production environment.
• Documenting all the procedures as knowledge document/SOP for future references.
• Providing Hyper Care support and fix minor impediments on the go.
• Taking end users feedback on UI and new features implemented in the tool.
• Running Weekly & Monthly reviews to update all the stakeholders about progress of the project.

· Transforming a waterfall team to agile.

· Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.

· Drove team success through shared vision and recognition of quality performance.

· Achieved project deadlines by coordinating with stakeholders, team members to manage performance.

· Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.

· Coached teams in agile practices and provided necessary training to create positive mindset to agile methodologies.

· Planned agile best practices and encouraged team cohesion, overcoming impediments and hurdles to productivity.

· Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.

· Managing a team of approx. 30 resources working as SD & RDS engineer.
· Keeping a track of all the SLA’s like FCR, FLR, ASA & ABN%
· Discussing the SLA and performance with client on weekly and monthly basis in the reviews.
· Making sure that CSAT reports are always in good shape to improve customer belief on SD performance and their skill for keeping their end users are very pleasant.
· Responsible for Quality and 100% accuracy in scope thereby enabling high customer satisfaction.
· Identify service improvements whenever there is a high severity incident reported.
· Identify areas to have continuous improvement plans proactively.
· Responsible for initiating audits to identify technical & process gaps in infrastructure & ITIL processes to enhance the same as per the best practices.

· Managing a team of approx. 30 resources working as SD & RDS engineer.

· Keeping a track of all the SLA’s like FCR, FLR, ASA & ABN%.

· Discussing the SLA and performance with client on weekly and monthly basis in the reviews.

· Making sure that CSAT reports are always in good shape to improve customer belief on SD Performance.

· Having special focus on team and help them in career planning basis on their area interest.

· Coordination with various teams at multiple locations. Coordinate IT activities.

· Managing Critical Incident management calls and preparing RCA and publishing same with client.