Arjit Saxena
Sr. Service Delivery Manager
Ghaziabad
Summary
Aspire to build a career with leading corporate, which will help me in exploring my potential and fulfill my ambition of rising to the pinnacle of success. I am a recognized expert in decision-making and a communicative collaborator. My previous roles have strengthened my capabilities in management and leadership, including a keen attention to detail and accuracy. Astute Service Delivery Manager offering 11+ years of experience supporting IT service delivery. Efficient and proactive leader with expertise in incident management and outage response. Bilingual individual with resourceful approach to developing innovative solutions.
Overview
11
11
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Area Service Delivery Manager – EMEA/APAC
Total IT Global
1 2022 - Current
- IT Service Delivery & Operations, ITSM, Governance, Data center team handling L2 & L3 and SME Team handling IT Infrastructure Team, Network & Security Team, Tools Admin Vendor Management, Client Management, PO, SOW Weekly/Monthly Review with customers, MOM & follow up to close the open points
- Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes
- Reporting and Analysis: Independently develop, analyze, manage, and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the 'in scope' ITSM processes
- Analyze business information to identify process improvements for increasing business efficiency and effectiveness
- Act as a role model and mentor on project management methodology, standards, technical, strategy, quality, and change leadership
- Encourage de-centralized decision-making within teams but acts as escalation point when consensus decisions cannot be reached
- Quotation management, segregate data from Asset and System registry dump and validate as per the project requirement.
DC-Operations Manager (PMO)
Hewlett Packard Enterprise
05.2021 - 12.2021
- IT Service Delivery & Operations, ITSM, Governance, Data center team handling L2 & L3 and SME Team handling Data Center Services (On-Premises, Public Cloud AWS & Azure) all four locations, team size 65 IT Infrastructure Team, Network & Security Team, Tools Admin Vendor Management, Client Management, PO, SOW Microsoft Exchange Admin, Cloud Backup Management Team Monthly Review with customers, MOM Published & follow up to close the open points
- Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes
- Reporting and Analysis: Independently develop, analyze, manage, and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the 'in scope' ITSM processes
- Analyze business information to identify process improvements for increasing business efficiency and effectiveness
- Encourage de-centralized decision-making within teams but acts as escalation point when consensus decisions cannot be reached.
Manager -IT Operations
Progressive Infotech Pvt Ltd
02.2021 - 05.2021
- Responsible for Service Delivery of NOC Monitoring Vendor Management, Client Management, PO, SOW IT Service Delivery & Operations, ITSM, Governance L2 & L3 Team handling Head of Center of Excellence {COE}, Team Size: 55 Asigra Backup & Restoration Services Data Center Services (On-Premises, Public Cloud AWS & Azure) Monitoring Tool Deployment (Nagios Enterprise, Site 24 X 7, Dynatrace etc) Center of Excellence- Technical Support Services IT Infrastructure Team, Network & Security Team, Tools Admin Microsoft Exchange Admin, Cloud Backup Management Team NOC Manager for Monitoring Service (Cloud Server, Network Devices, Routers, Firewall) Cloud Service Operations Manager, Monthly Review with customers, MOM Published & follow up to close the open points.
Project Coordinator
IBM India Pvt Ltd
10.2019 - 02.2021
- Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes
- Reporting and Analysis: Independently develop, analyze, manage, and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the 'in scope' ITSM processes
- Proactively address risks with a sense of urgency
- Recommend upgrades and new systems that will be more useful for the project through CP-Tool, BigFix, BMC-Remedy tools Quotation management, segregate data from Asset and System registry dump and validate as per the project requirement
- Generate and distribute management reports in accurate and timely manner
- Provide strong reporting and analytical information support to management team
- Act as a role model and mentor on project management methodology, standards, technical, strategy, quality, and change leadership
- Encourage de-centralized decision-making within teams but acts as escalation point when consensus decisions cannot be reached
- Participate in cross-functional meetings to resolve recurring customer issues
- Always keep a check on the budget and ensure that budget limits are not breached
- Manage internal as well as external resources.
Server Administrator
IBM India Pvt Ltd
03.2015 - 09.2018
- Server OS installation (Win 2003, Win 2008, Win 2012 Linux & Solaris)
- Configuring and maintaining around 2000+ servers in the Organization and providing support for around 2000+ Servers at National Data Center Updating missing patches
- Taking Backups of all Servers & keeping track of Media Movement
- Updating & Resolving AV issue in the Servers
- Providing rights to users as per request & IP reserving etc
- Servers Activation and deactivation of Servers
- Closing Vulnerability Hole in Servers
- Secure Health Check of Wintel & Network Servers
- Pulling SHC data from TEM console for Servers
- Maintaining DLO of VIP users
- Preparing reports related to Assets
- Follow up with corporate team for day-to-day ticket closure related to SSO
- Performs various Data Centre related activities like Performing scheduled batch jobs
- Taking and managing backups
- Managing Data Centre facility by interacting with different vendors
- Executes all the routine functions by following SOP Manual
- Maintaining proper Record of the Activities performed in the DC
- Data Centre Status Monitoring and verification of DC equipment & Operations like Server/LAN/WAN operations
- Diagnosis and rectification of faults/ defects and problems by working with specialized teams/Service Provider.
Technical support Officer via Chat
Convergys India Pvt. Limited
12.2013 - 03.2015
- Technical services, technical troubleshooting over Chat or by taking remote session Create and maintain technical documentation using defined technical documentation templates
- At&t U-verse technical support
Technical support adviser
Teleperformance India Pvt Limited
02.2013 - 09.2013
- Technical services, technical troubleshooting over Chat or by taking remote session Create and maintain technical documentation using defined technical documentation templates
- Adobe Photoshop, DSP etc
- Software support around the world.
Education
MBA (IT/HR) -
Mahatma Gandhi University
B Tech. in Computer science - undefined
Laxmi Devi Institute of Engineering & Technology
Intermediate - undefined
Hartmann College
High school - undefined
Hartmann College
Skills
Customer Satisfaction
Incident Management
Business Analysis
Service Level Agreements
ITIL Framework
Incident Investigation
Quality monitoring
Customer Engagement
Client Relationship Management
Case Documentation
Client Needs Assessments
Data Analytics
Mentoring and training
Project Planning
Client Relationships
Workload Management
Training and coaching
Performance Improvement
Project Implementation
Service desk oversight
Risk Mitigation
Operations Support
Resource Allocation
Teamwork and Collaboration
Microsoft Office
Problem-Solving
Time Management
Problem-solving abilities
Data Entry
Multitasking Abilities
Excellent Communication
Document Review
Decision-Making
Self Motivation
Time management abilities
Adaptability and Flexibility
Critical Thinking
Team Coordination
Documentation and control
Effective Communication
Team Collaboration
Active Listening
Organizational Skills
Staff Management
Team building
Problem-solving aptitude
Adaptability
Strategic Planning
Analytical Thinking
Attention to Detail
Relationship Building
Work Planning and Prioritization
Customer Satisfaction Evaluation
Planning and Prioritization
Operational Improvements
Administrative Management
Analytical Skills
Task Prioritization
Interpersonal Skills
Professionalism
Records and Database Management
Reliability
Negotiation
Scheduling
Written Communication
Budget Planning
Staff Scheduling
Continuous Improvement
Interpersonal Communication
Workflow Planning
Service Coordination
Scheduling and calendar management
Administrative background
Schedule Management
Flexible Schedule
Process Improvement
Training and Orientation
Goal Setting
Vendor Relationship Management
Operational Reporting
Performance Evaluations
Resource Planning
Certification
ITIL 4 Certified- Service Delivery Manager
Personal Information
- Father's Name: Late Shri. Sunil Kumar Saxena
- Mother's Name: Late Shmt. Mithlesh Saxena
- Date of Birth: 10/01/87
- Marital Status: Single
Training
- VODAFONE ESSAR Limited, Project Trainee, 05/21/09 - 06/19/09, UNIX, Backup (Symantec), HP-UNIX, Symantec backup Software
- K.R Network Cloud, 09/30/18 - 03/15/19, RHCSA/RHCE training and certification.
- ITIL 4 Foundation, PeopleCert, GR671202530AS, No Expiration
Accomplishments
- Supervised team of 3200 staff members.
- Achieved Shifting and Building of Data Center during Covid by completing end to end ITSM based project migration with accuracy and efficiency.
- Collaborated with team of 5 in the migration of 1.5 lac Physicial WIntel Servers of VF domain to VM and Lpar (Cloud Migration) on VI Domain
Timeline
DC-Operations Manager (PMO)
Hewlett Packard Enterprise
05.2021 - 12.2021
Manager -IT Operations
Progressive Infotech Pvt Ltd
02.2021 - 05.2021
ITIL 4 Certified- Service Delivery Manager
11-2020
Project Coordinator
IBM India Pvt Ltd
10.2019 - 02.2021
Red Hat Certified Engineer
03-2019
Red Hat System Administrator
12-2018
Server Administrator
IBM India Pvt Ltd
03.2015 - 09.2018
Technical support Officer via Chat
Convergys India Pvt. Limited
12.2013 - 03.2015
Technical support adviser
Teleperformance India Pvt Limited
02.2013 - 09.2013
Area Service Delivery Manager – EMEA/APAC
Total IT Global
1 2022 - Current
MBA (IT/HR) -
Mahatma Gandhi University
B Tech. in Computer science - undefined
Laxmi Devi Institute of Engineering & Technology
Intermediate - undefined
Hartmann College
High school - undefined
Hartmann College