ANUPAM VATS

• Handled comprehensive management of LLP forms for MCA project.
• Conducted detailed data analysis, providing insights that informed decision-making and strategy formulation.
• Fixed application bugs, ensuring better user experience.
• Proactively supervised service delivery, addressing problems before escalation.
• Improved team productivity by implementing agile methodologies, reducing project completion times and enhancing collaboration.
• Collaborated with senior management to define strategic direction, setting clear objectives for team performance.
• Implemented risk management framework, mitigating potential threats to project success and company operations.
• Delivered comprehensive training programs, upskilling staff and promoting a culture of continuous improvement.
• Directed cross-functional teams in high-pressure environments, achieving outstanding results through effective leadership.
• Developed and implemented rigorous quality control processes, significantly improving product standards and customer satisfaction.
• Enhanced working relationships by participating in team-building activities.
• Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.

• Managed IT infrastructure and cloud operations (AWS/Azure) to ensure seamless customer service.
• Demonstrated expertise in utilizing diverse data analytics methodologies.
• Helped reduce the cloud operation cost by over 25% for premium customers.
• Designing process, policies and SOP to provide comprehensive information about the product and services delivered to clients
• Having sound knowledge of IT disaster recovery (DR), crisis management and Business Continuity planning
• Responsible for managing all SLAs for the assigned clients as per the SOW
• Successfully navigated and comprehended various aspects of IT business operations.
• Support and Maintenance, Infrastructure, Business Services and Products &Platforms
• Having analytical, problem solving and customer centric mindset to provide optimum solutions to stakeholders
• Ensure all the activities & projects are delivered on-time, within scope and desired timeline
• Worked to technical and business stakeholders' needs and managed expectations for increased customer satisfaction
• Assisted both internal and external audit teams in acquiring SOC certifications.
• Publishing weekly/monthly/quarterly reports to internal stakeholders, senior management along with clients
• Demonstrated capability in effectively managing customer interactions.
• Collaborated with cross-functional teams to enhance proprietary tools.
• Having good understanding of networks, servers, storage, firewalls and cybersecurity.

• Facilitated smooth transition of service delivery from onboarding to managed service operations.
• Crafted and implemented an effective success framework for varied segments including enterprise, mid-market, and commercial accounts.
• Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
• Continually improved team effectiveness through best practice development.
• Working closely with the sales team to help in Upsell/Cross sell the products to our existing customers
• Handling clients post-sales and starts the implementation of our product, understand client purchase processes, and configure the dashboard as per the need
• Managed the audit process and improved accuracy of revenue reporting.
• Working closely with various teams to maintain service delivery and provide fanatical support to customers
• Produced comprehensive dashboards and reports to highlight client performance metrics.
• Developed understanding of cloud services including AWS and Azure.

Mastercard, Global Business Travels (American Express)

• Handled comprehensive incident and problem management tasks for global travel operations.
• Opening major incident bridges and engaging various support teams in order to resolve a major P1 incident
• Creating statistical reports and performing analysis on a weekly basis for areas of responsibility
• Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within complex IT systems environment
• Communicated business impact, affected applications, and resolution details for incidents.
• Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes
• Provided timely updates on major incidents and problems to IT, business stakeholders, and executive management.
• Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics

• Streamlined the introduction of required IT changes, ensuring continuous operations with minimal interruptions.
• Oversaw change management and service desk operations for Deutsche Bank client.
• Established and defined processes for change management and service desk teams.
• Working on Global Change Management (GCM) requests for UNIX servers.
• Performing sanity check on GCMs created by different teams and analyzing implementation risks and impact of the change.
• Ensured uninterrupted service availability by managing change processes, ongoing operations, vendor relationships and incident resolutions.
• Collaborated with cross functional teams to analyze, investigate and diagnosis root cause of problems, as well as completion of corrective actions.
• Engaged at a basic technical level in discussions to evaluate those solutions and publish Root Cause Analysis (RCA) report.

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• Maintained various networking devices including routers and switches, ensuring operational efficiency.
• Assisted with installing and implementing LAN and WLAN networking on multiple operating systems as well as PDA devices.
• Provided clear and concise step-by-step technical support to guide clients.
• Helped customers set up new systems, applications and software.