Open To Work
Ayushman Kashyap
New Delhi
Work Preference
Summary
Dynamic HR Operations leader with a proven track record at Siemens Energy, driving service delivery improvements and enhancing the employee experience. Expert in multi-tier service models and data analytics, achieving a 35% reduction in help desk volume. Adept at team leadership and cross-functional collaboration, fostering a culture of excellence and responsiveness.
Overview
4
4
Certification
15
15
years of professional experience
Work History
Chief Manager – HR Operations & People Services Leadership
Siemens Energy
Gurugram
03.2021 - Current
- Drive employee experience and service delivery improvements; established service standards, KPIs (case resolution time, right-first-time accuracy, employee satisfaction), and operating controls for HR support functions handling 500+ monthly cases across employee lifecycle topics (onboarding, mobility, benefits, employee relations).
- Lead People Services and Help Desk team; manage team capacity, prioritization across seasonal demand peaks, and quality assurance; built service culture emphasizing responsiveness, accuracy, and empathetic employee support.
- Oversaw complex employee relations case management; partnered with HR Business Partners, Legal, and Compliance on sensitive matters including performance concerns, investigations, grievances, and organizational change-related cases, ensuring governance and consistency across case handling.
- Build and optimize Tier 0 self-service and knowledge management foundations; designed employee-facing HR portal content, FAQs, help materials, and decision guidance that improved case deflection by 35% and reduced help desk volume.
- Partnered with Technology and Data teams to enhance People Services platforms; led implementation of conversational AI chatbot for HR query resolution and workflow automation, improving service efficiency and response times.
- Drove operational excellence through data and analytics; analyzed trends and identified root causes to inform improvements in processes, manager guidance, policy design, and service delivery model.
- Lead design and delivery of integrated People services supporting global workforce operations across 50+ countries; architect multi-tier support model spanning self-service, help desk support, and specialist case management for complex employee relations matters.
IT Engineering Manager
Siemens Energy
Gurugram
03.2021 - Current
- Led enterprise service delivery for HR digital platforms and employee-facing technology; managed team providing 24/7 operational support to over 5000 global HR system users.
- Established service standards and incident management processes ensuring high availability; reduced system downtime by 40% and improved incident resolution through proactive capacity management.
- Built and scaled support team; hired and developed high-performing members focused on customer-centric service delivery.
Service Manager
Siemens Energy
Gurugram
03.2021 - Current
- Led service operations for energy solutions across multiple projects.
- Managed customer relationships to address service inquiries and resolve issues.
- Ensured high availability and service quality by implementing monitoring, alerting, and incident response processes while managing escalations and complex troubleshooting.
- Coordinated maintenance schedules to ensure equipment reliability and performance.
- Managed enterprise IT operations for Office 365, collaboration platforms, and HR systems supporting 8000+ users across global business units.
Operations Manager
HCL Technologies
Noida
07.2016 - 03.2021
- Led IT operations and service delivery for 10,000+ enterprise users; managed help desk team and coordinated multi-team efforts for incident resolution and service optimization.
- Implemented service monitoring, automation, and process improvements to enhance response times and user satisfaction; optimized workflows and trained team, reducing ticket resolution time by 30%.
- Managed daily operations to ensure efficiency across multiple departments.
- Developed and implemented process improvements to enhance workflow.
- Coordinated cross-functional teams to achieve operational goals.
Manager – End User Services
HCL Technologies
Noida
07.2016 - 03.2021
- Managed enterprise end-user computing services, identity governance, and Office 365 administration for large user populations; led frontline support team and coordinated with specialist teams to resolve complex technical issues efficiently.
- Established service standards and quality metrics; managed user onboarding, device lifecycle, access provisioning, and compliance to enhance user satisfaction through responsive support and clear guidance.
- Led cross-functional teams to implement technology solutions for clients.
- Managed project timelines and resources to ensure successful delivery.
- Developed strategic plans to enhance operational efficiency and client satisfaction.
Education
Bachelor of Commerce (B.Com) -
Manav Rachna University
Sector 43, Aravalli Hills, Delhi08-2014
School in Commerce -
Kendriya Vidyalaya
New Delhi04-2011
Skills
- Employee experience
- Service delivery models
- Employee relations management
- Service design improvement
- Process optimization
- Quality performance management
- Data analytics
- Workflow automation
- HR technology systems
- Help desk leadership
- Team leadership development
- Stakeholder management
Certification
- ITIL, PeopleCert
- BRM, PeopleCert
- Python Programming Professional Certificate, OpenEDG
Projects
- HR AI Assistant (COCO AI), Architected and deployed conversational AI chatbot for HR query resolution; improved employee self-service adoption by 40%, reduced help desk volume by case deflection, and enhanced user experience through intelligent routing and personalized guidance.
- Global HR Service Delivery Platform, Designed integrated People Services platform supporting multi-tier case management, knowledge base, employee-facing self-service portal, and reporting dashboards; enabled seamless service delivery across Help Desk, People Relations, and specialist teams.
- Tier 0 Self-Service & Knowledge Management, Built scalable self-service foundation including employee-facing HR portal, comprehensive FAQs, decision trees, and help content; implemented knowledge governance and continuous improvement processes resulting in improved case deflection and user satisfaction.
Skills
People Services & Help Desk Leadership, Multi-Tier Service Delivery Models, Employee Relations & Case Management, Service Design & Operating Model Improvement, Process Improvement & Workflow Optimization, Service Quality & Performance Management, Team Leadership & Organizational Development, Knowledge Management & Self-Service Strategy, Employee Experience Enhancement, Data Analytics & Performance Metrics, Stakeholder Management & Cross-functional Partnership, HR Technology Platforms & HRIS Systems, Case Management & Workflow Automation, Conversational AI & Chatbot Solutions, Cloud & Data Systems (AWS, Snowflake, Python), Enterprise Integrations & API Architecture, IT Service Management, Digital Transformation & Process Automation
Timeline
Chief Manager – HR Operations & People Services Leadership
Siemens Energy
03.2021 - Current
IT Engineering Manager
Siemens Energy
03.2021 - Current
Service Manager
Siemens Energy
03.2021 - Current
Operations Manager
HCL Technologies
07.2016 - 03.2021
Manager – End User Services
HCL Technologies
07.2016 - 03.2021
Bachelor of Commerce (B.Com) -
Manav Rachna University
School in Commerce -
Kendriya Vidyalaya