Anurag Malhotra
West Delhi
Summary
Result-driven Service Delivery Manager with 19+ Years of experience in managing complex projects, optimizing service delivery processes and improving customer satisfaction rates. Strong leadership skills coupled with the ability to build high-performing teams and implement strategic improvements. Proven record of success in reducing costs while maintaining high service standards, demonstrating outstanding problem-solving and communication abilities.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Business Intelligence & Service Delivery Manager
Accenture Services Private Ltd
Gurgaon
06.2015 - Current
- Company Overview: (Specsavers Retail Support Project- Sep 2023- Current), Gurgaon, Haryana
- Implement and maintain SRE best practices to monitor, maintain, and optimize system reliability, scalability, and performance.
- Manage SLIs, SLOs, and SLAs for critical services and applications, identifying and resolving bottlenecks to ensure operational excellence.
- Conduct root cause analysis for incidents, create postmortems, and improve incident response and resolution processes.
- Lead initiatives to automate repetitive tasks and workflows, reducing manual intervention in system operations.
- Identify areas of improvement for operational processes, creating tools and frameworks that enhance productivity and reduce errors.
- Work with teams to develop and implement service operations policies, procedures, and standards.
- Oversee service operations, ensuring the health, stability, and availability of key systems.
- Lead a team of SREs and engineers, providing guidance, mentorship, and career development opportunities.
- Create and present regular reports on system performance, incidents, and SLAs to leadership.
- (Specsavers Retail Support Project- Sep 2023- Current), Gurgaon, Haryana
- Analyzed business data to identify trends and insights for strategic decision-making.
- Designed and implemented dashboards using BI tools to visualize key performance indicators.
- Collaborated with stakeholders to gather requirements and define project objectives effectively.
- Developed data models to support reporting needs across various departments and teams.
- Conducted training sessions for staff on BI tools and best practices in data analysis.
- Optimized data workflows to enhance efficiency in reporting processes and information delivery.
- Documented processes and methodologies for knowledge sharing within the consulting team.
- Utilized BI tools to design and deploy customer interfaces.
Service Management and Business Operation Leads
Accenture Services Private Ltd
Gurgaon
09.2015 - 08.2023
- Company Overview: (CIO Project- Sep 2015- Aug 2023), Gurgaon, Haryana
- Monitored team performance, adhered to service level agreements (SLAs) and SOP's standards during their daily tasks and provided detailed job training.
- Developed Splunk and Datadog tool-based Analytics monitoring models for our project and developed systems and procedures to improve operational quality and team efficiency.
- Developed KPI's & Dashboards In Splunk and Datadog, Automated the manual way of emails notifications based event management into Robotics and Splunk KPI's based monitoring.
- Performed consulting & client delivery tasks of Onboarding new CIO AO & NAO applications in our project, streamlined their daily monitoring tasks and Incident Management process.
- Managed Leadership reporting and trend analysis for Major outages and other service improvement area.
- Assisted in recruiting, hiring, and training of team members.
- Managed daily operations of analytics & automation drive, forward-thinking strategies to accomplish profit and expansion goals.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Eased team transitions and new employee orientation through effective training and development.
- (CIO Project- Sep 2015- Aug 2023), Gurgaon, Haryana
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
Service Management Consultant
Accenture Service Pvt Ltd
Gurgaon
03.2010 - 06.2015
- Company Overview: (Thomas cook Project), Gurgaon, Haryana
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
- Remediate deviation of a process for our client and onboarded application owner/ division.
- Responsible for communicating with the Incident Process Owner.
- Point of contact for all Major Incidents/ Critical Incidents.
- Responsible for the effective implementation of the process 'Incident Management' and carries out the respective reporting procedure.
- Represent the first stage of escalation for Incidents during Incident Lifecycle.
- Monitor the incidents to ensure that the Service Level Agreement are respected.
- Identify, initiate, schedule and conduct incident reviews.
- Ensure the closure of all resolved and end-user confirmed Incident records.
- Provide guidance to the Incident Process Coordinators.
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents.
- Assist (SI) Service Improvement team to do quality check on the logged incident -and prepare report for management to reduce the Major Incident.
- Other reporting and preventions tasks.
- (Thomas cook Project), Gurgaon, Haryana
Non – IT Experience (Hotels & Restaurant)
01.2005 - 01.2010
- Worked in different 5 Star hotels and Restaurants at the start of my career and moved up to the ranks to Restaurant Manager and my role was to plan end to end customer service and Food & Beverage operations, creating and executing a blueprint to a live Restaurant, trainings associates, planning Menu options, managing inventories and facilitating Guest visits.
Education
B.Com - Commerce
Satyawati College
DelhiCertification in Hotel Management - Hotel and Catering Management
Young Men's Christian Association (YMCA)
DelhiHigh School Diploma -
Siddhartha International Public School
DelhiSkills
- Splunk ITSI & Enterprises
- Datadog Analytics
- Power BI & Business Intelligence
- Service Management
- Business Analytics
- Client Delivery Reporting
- Site Reliability Engineering
- Service Delivery & Operations
Certification
- ITIL V3 foundation, 03/2014
- ITIL4 Foundation Certified, 09/2018
- Generative AI in Supply Chain Management, 01/2024
- Power BI, In Progress
- Splunk, In Progress
- Copilot for Microsoft 365 Training, 16 Hours
Training
- Trainings in Splunk Infrastructure Overview
- Trainings in Splunk 7.X Fundamental Part 1
- Trainings in Splunk User Behavior Analytics
- Training in AWS Certified Developer Associate Course
- Datadog fundamentals
- Training in Azure Fundamental AZ900
- Six Sigma (Yellow Belt) – Training
- Advance Excel Training
- SCCM (System Centre & Configuration management)
- ITSM Remedy – Preparation of reports
- Power BI
- Six Months Industrial Training from THE GRAND HOTEL, New Delhi in 2004 – 2005
Personal Information
Title: Service Operations Manager
Awards Recognition
- Received appreciation awards for Client Delivery on Streamlining the Cost avoidance with our Automation Plan during 2024 (Accenture celebrates excellence)
- Recipient of Best performer award, star performer award multiple times
- Awarded as Employee of the Quarter under Client Value creation as Analytics Champion
- Awarded as Shining Star of CIO under 'Retention Champion' Category as best Team Mentor
Languages
Hindi
Proficient
C2
English
Proficient
C2
Timeline
Service Management and Business Operation Leads
Accenture Services Private Ltd
09.2015 - 08.2023
Business Intelligence & Service Delivery Manager
Accenture Services Private Ltd
06.2015 - Current
Service Management Consultant
Accenture Service Pvt Ltd
03.2010 - 06.2015
Non – IT Experience (Hotels & Restaurant)
01.2005 - 01.2010
B.Com - Commerce
Satyawati College
Certification in Hotel Management - Hotel and Catering Management
Young Men's Christian Association (YMCA)
High School Diploma -
Siddhartha International Public School