Ashish Joshi
Gandhinagar
Summary
A vibrant performance driven professional with 18 years of rich combined expertise in operations with key focus on driving SLA's, Team Mgmt, Process Improvements. A creative thinker, luminary problem solver and decision maker who balances the need of employee and organizational mandate. Proficient in spearheading process improvement projects and setting priorities for improving competence of the workforce. Capable in collaborating with different stakeholders to identify and quickly address problems in any area.
Overview
19
19
years of professional experience
Work History
IT Service Delivery Manager
TCS
Gandhinagar
06.2023 - Current
- Collaborate with team members to achieve target results
- Create plans and communicate deadlines to internal and external stakeholders and track the progress till closure
- Develop expertise of team members through personal training program gaining expertise in M365 admin tasks
- Produce comprehensive management reports across Collaboration tower within ITIS area for customers and internal stakeholders
- Develop and implement effective team strategies to meet customer demands
- Closely managed forecasting and budgeting along with report out of revenue in line with financial targets.
Customer Account Site Lead Ahmedabad
TCS
Gandhinagar
03.2016 - 06.2023
- Responsible to lead a team of operations and shift managers and ensure performance objectives are met
- Drives creation of quality initiatives, process change initiatives and other lean initiatives to enable smooth operations
- Set expectations for operations and shift managers
- Measures performance, provides feedback, and holds shift managers accountable for their team performance
- Works closely with support staff (HR, Admin, Safety, IT) to build and secure support for operations
- Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership.
Delivery Manager Strategic Initiatives
TCS
Vadodara
03.2014 - 02.2016
- Oversaw major projects within all customer regions, producing deliverables within agreed timescales and budgets
- Led project defined by the customer, plan and create schedules towards successful projects completion
- Validated project feasibility by developing Proof of Concept (POC) wherever applicable
- Delivered status reports to stakeholders and customer outlining the project status
- Building strong relations with local customers where the projects are based in order to have the required support for project completion.
Delivery Manager
TCS
Vadodara
06.2011 - 02.2014
- Project planning and implementation coordinating with onshore/offshore stake holders
- Client relationship and management, Regular interaction with client about projects issues/status, expectations
- Managing project escalations and providing solutions for smooth delivery
- Coached and mentored team members to apply appropriate Agile and Lean methodologies
- Managing key risks and issues impacting project delivery
- Monitor progress against plans, follow-up on progress, Review and challenge teams where appropriate.
Team Leader
TCS
Vadodara
05.2007 - 03.2010
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities
- Planned employee workloads and delegated tasks strategically to meet SLAs during fluctuating volumes
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets
- Trained and supervised team members to deliver on defined targets
- To identify, recommend, and implement operational efficiencies to drive continuous improvement in the execution of processes.
Team Member
Nielsen
Vadodara
12.2005 - 04.2007
- Worked collaboratively to complete daily operational tasks against team targets
- Consistently sought ways to go above and beyond job requirements and exceed customer expectations
- Drive goal achievement by quickly and accurately completing allocated tasks and offering assistance to team members
- Worked hard to learn all required tasks quickly to maximise performance.
Education
MBA - Finance and Marketing
Vikram University
01.2005
Skills
- Client and Team Management
- Relationship Building
- Project Management
- Internal Auditor
- Green Belt Certification
- Microsoft 365 Fundamentals (MS900) Certification
- IT service management
- SLA management
Accomplishments
- Completed German Platform Migration, this was one of the biggest migration managed at TCS Vadodara
- Team Award (Offshore Germany CIP Team) of the year, awarded by customer in 2008.
- Completed one of the complex French Project “Full eClipse”
- Leading the project “White Space Analysis” which created additional business worth 17 FTE's
- Successful Migration of Critical Tasks at Ahmedabad thereby creating a full scope BCP site with 180+ FTEs
Personal Information
- Date of Birth: 06/13/83
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Gujarati
- German (first level)
Timeline
IT Service Delivery Manager
TCS
06.2023 - Current
Customer Account Site Lead Ahmedabad
TCS
03.2016 - 06.2023
Delivery Manager Strategic Initiatives
TCS
03.2014 - 02.2016
Delivery Manager
TCS
06.2011 - 02.2014
Team Leader
TCS
05.2007 - 03.2010
Team Member
Nielsen
12.2005 - 04.2007
MBA - Finance and Marketing
Vikram University