ANSHUL GUPTA

• As a Service Management Team Manager, have been responsible for following service management processes while managing various process owners for (Change Management,Incident Management , Escalation and Problem Management)

As Change Manager

• Work with Service Owners to define a suitable Change Management process and procedure to be implemented, Managing the end-to-end cycle of planned & emergency changes and releases with minimal disruption.
• Chairing the Change Advisory Board (CAB) including planning the weekly meeting, outlining the agenda and ensuring technical discussions are clearly understood by the non-technical attendees.
• Generate Operational metrics (SLA, KPI, SLO etc) for executive reviews

As Escalation Manager

• Handle Business critical situations and manage escalation with functional teams.
• Vendor Engagement & collaboration meeting with Products group for updates tracking and escalation status

As Major Incident and Problem Manager

• Manage the Major Incident process for various products and Cross teams
• Assists in creation of a targeted action plan with identified team specific resources
• Manage the Crisis Bridge Line and target for quick incident resolution
• Ensures timely internal and customer communications are sent
• Run Major incident review meeting to assess RCA and CAPA
• Publish Executive Major Incident Dashboard with Trends and KPIs

Additional Cross Teams Initiatives that I led-

• SPOC for Org and pushing agent to move forward with optimization activities like Saving plan analysis and renewal, migrate to AWS native service, latest and greatest version migration
• ITSM Tool Service Anywhere, SMAX Rollout, Jira Roll out & Implementation as ITSM Tool Administrator
• Newsletter Design for 3000+ users
• Led employee relations through effective communication, coaching, training, and development.

As Team Manager

• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.
• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
• Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
• Spearheaded quality assurance initiatives, resulting in fewer errors and higher client satisfaction.
• Facilitated cross-functional team meetings to foster collaborative work environment, leading to innovative solutions.
• Increased client satisfaction with timely project delivery and consistent updates.
• Led development and execution of strategic plans to meet company objectives, driving team success.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

• WW Escalation Manager for handling Business Critical situations for 300 prime customers
• Skilled at working independently and collaboratively in a team environment with getting adjusted to new tools and technology
• Prime Focus on Highest Customer Experience by developing customer experience measuring model
• Passionate about learning and committed to continual improvement like implementing hypercare policy and operational risk management
• Proved successful working within tight deadlines and a fast-paced environment.
• Demonstrated strong organizational and time management skills while managing multiple projects.