Summary
Overview
Work History
Education
Skills
Executive summary
Personal Traits
Languages
Hobbies
Timeline
Generic

ANURAG KUMAR

Gurugram

Summary

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

18
18
years of professional experience

Work History

Business Lead

Blue League Corporation
02.2021 - Current
  • Account management for business
  • Stake holder communications and management
  • Escalations handling
  • Manage service delivery teams (for supporting hardware faults, warranty and AMCs
  • Timeboxing and assigning tasks to team members for managed services
  • Strategize and implement best practices in services delivery environment
  • Collaborate and coordinate with cross functional teams (onshore, offshore) - ensuring operations objectives are in alignment with the desired SLA’s
  • Driving High degree FTR, Less MTTR minimizing contacts and escalations
  • Drive transformations for operational excellence to achieve enhanced interoperability, scalability and efficiency
  • Reporting and reviews

Programmer Analyst

Cognizant Technology Solutions
08.2015 - 02.2020
  • Level 2 POC for account management and escalations handling: Global
  • Manage delivery teams (for content management of their digital footprints and web presence, support and services requests) leveraging cloud based ticket system integrated with product platform.( Client based PaaS ecosystem)
  • Prioritize tasks and assign team members with deliverables for managed application and productions services environment
  • Collaborate and coordinate with cross functional teams (onshore, offshore) - ensuring operations objectives are in alignment with the desired SLA’s
  • Driving High degree FTR, Less MTTR minimizing contacts and escalations
  • Strategize and implement best in class standards in production
  • Apply project management methodologies and drive transformations and operational excellence via process reengineering, continuous improvement, RCA for failures: Problem identification and solutions, time and motion
  • Drive enhanced interoperability, scalability and operational efficiency
  • Performance and reporting
  • Business reviews
  • Stakeholder analysis, communications and management

Team Member

FIS Global Business Solutions Pvt Ltd.
10.2010 - 01.2014
  • Responsible for driving high customer satisfaction approaches and CSAT scores in the team in managed productions services environment
  • Establishing operational alignment to pre-established businesses expectations (Driving high FTR, Reduced MTTR, reduced escalations, RCA for failures) and organizational goals
  • Maintaining high degree of communications with customers regarding mutual expectations on their accounts with support services
  • Collaborate with members of cross functional operations and escalations teams to ensure that operational objectives are understood and successfully delivered
  • Coordinate effectively with onsite and offsite teams to obtain results within desired SLA’s
  • Knowledge management on regular updates and trainings
  • Day end reports and delivery to stakeholders

Transaction Processing Officer

Mphasis an HP company
08.2006 - 11.2009
  • Responsible for assisting customers for USA based financial institution
  • Worked with records management operations dealing in student loans
  • Provided support to customers related to their transactions, book keeping, reconciliations on their accounts
  • An effective team member to accomplish targets assigned effectively
  • Preparing operations reports, day reports for the teams
  • ISMS (information security management system) SPOC
  • Coordinate with internal and external auditors in auditing process on ISMS

Education

MBA - Operations management

Sikkim Manipal University

Skills

  • Effective communications
  • Execution excellence
  • Operational excellence
  • Delivery excellence
  • Client focus
  • BIC framework
  • Time Boxing
  • Project Management methodologies
  • Process improvement methodologies
  • Requirements Management
  • Requirements analysis ( Functional /Non functional)
  • Knowledge Management and tools
  • Organizational tools and processes
  • ITSM (IT Service Management)
  • ITIL Framework
  • Alternatives Identification
  • Root cause analysis
  • Decision Analysis
  • Metrics & Kpi
  • Moscow Analysis
  • Scenarios and Use Cases
  • Stakeholder Analysis
  • Stakeholder Identification
  • Stakeholder communication
  • Status & Performance Reporting
  • Risk response(-ve&ve contingent)
  • Technology Trends
  • Application Support- AVM
  • SAP MM (Overview)
  • Blue prism (overview)
  • Build collaborative relations

Executive summary

  • 14 plus years of enriching experience with digital operations in a functional role.
  • Operational planning, execution, delivery with value driven client focus.
  • Escalations handling.
  • Drive for continuous learning of concepts, execution excellence and delivering beyond desired results.

Personal Traits

  • Self driven and highly motivated individual.
  • Patience
  • Ability to perform under pressure.
  • Innovative and hardworking


Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Hobbies

  • Making new connections.
  • Raise a bar attitude
  • Music

Timeline

Business Lead

Blue League Corporation
02.2021 - Current

Programmer Analyst

Cognizant Technology Solutions
08.2015 - 02.2020

Team Member

FIS Global Business Solutions Pvt Ltd.
10.2010 - 01.2014

Transaction Processing Officer

Mphasis an HP company
08.2006 - 11.2009

MBA - Operations management

Sikkim Manipal University

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ANURAG KUMAR