Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic
Gaurav Seth

Gaurav Seth

Ghaziabad,UP

Summary

Dynamic, positive, and results-driven professional with a proven track record of balancing operational efficiencies, business growth, and client satisfaction. Over 14.2 years of progressive experience in IT Service Management, IT Operations, Service Delivery, ITSM Process Consulting, Data Analytics & Reporting, Governance, and managing both the Infra and Development teams. Brings a wealth of expertise to any organization. Demonstrates the ability to effectively align corporate objectives and values with personal and professional goals and work ethics. Successfully leads ITSM Transformation journeys by conducting comprehensive assessments, generating gap reports, providing transformation roadmaps, and implementing them as a Transformation Lead. Possesses strong business analyst skills powered by the Agile & Scrum Framework. ServiceNow Business Analyst and ITSM Functional Consultant with certifications in ITIL V3 Managing Professional, SAM/HAM, SIAM, ServiceNow CSA, CIS-ITSM, Certified Scrum Master, Agile methodologies, and extensive experience in IT operations and multi-vendor & people management roles.

Overview

1
1
Certification

Work History

Business Analyst/Scrum Master

Cognizant Technology Solutions
- Current
  • Associated with Cognizant Practice Team and working as a Business Analyst/Scrum Master for Healthcare-Life science project
  • Performing Scrum ceremonies, Requirement gathering, Data Analysis, Project documentations with required compliance
  • Leading Testing Team along with healthcare process, procedures and regulations
  • Responsible and accountable for process budgeting, demands governance, Application onboarding, Knowledge Transfer, Testing Scripts, & Project Management
  • Leading Jira Projects via stories creation, and confluence documents
  • Implementing Agile best practices and maintained Scrum boards
  • Participated in design, test and transition workshops on the ServiceNow Platform using Agile & Waterfall model
  • Successfully deployed 10 + Custom /Scope based applications projects into production for FY 22-23 , 23- 24
  • Enabled ITSM for a storage company in Europe from a SharePoint managed project
  • As part of this assignment, started from Service Strategy to transition and operations
  • Handed over the complete project implementation to steady state team to run the project as BAU
  • Being awarded thrice as a process champion in FY-23 and received 20+ Client & CTS management appreciations
  • Driving project Harvestings collections for entire Practice Team
  • Part of internal resource hiring, interview panel community for CIS
  • Liaised with project stakeholders to ensure alignment and delivery of project goals.

Project Manager/SIAM Consultant

HCL Technologies
  • Worked as Project Manager in SIAM CIM project (Service integration and management) in multi-vendor environment in ITSM harmonization project for a large mining organization along with multi -vendor management, enabling Service Catalog, Service Request (Standard & Non-Standard), MIM, Incident, Problem, Change, Release, survey, Complaint Service Improvement and Key Performance Indicators Dashboard using ServiceNow
  • This includes as-is assessment, process harmonization as per ITIL v3 best practices, SIAM and industry standards, requirement analysis, defining use cases/stories, fields, screens, rules and facilitating by adopting agile methodologies
  • Worked as SIAM lead for customer tool (service now) enhancement
  • Managed multiple vendors under J-wow (joint way of working) working on Major Incident /Incident, Problem, Change, Service Request Fulfilment and Knowledge
  • Audit the implementation of controls and facilitate external audit readiness for a database and storage company client in EMEA
  • Reported gaps and facilitated the remediation plan
  • Periodically evaluated the effectiveness and efficiency of IT controls Successfully managed Service Now ITSM tool rollout program across EMEA, APAC countries as part of project delivery into multiple waves involves business process gap analysis, process definition, development of user stories
  • Successfully managed Service Now ITSM tool rollout program across into various phases involving business gap analysis, process definition, development of user stories, scenarios, user acceptances on Incident, Problem and Change
  • Ensured services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Service Catalog, ServiceNow ITSM Platform, etc
  • Documented current processes and models to understand inefficiencies or gaps as well as maintaining and creating multiple documents like: BRD, FRD, Test cases, etc
  • Handled and successfully executed multiple ITSM consulting assignments ranges from process assessments, gap analysis, process definition across service life cycle, designing service model, services, recommendations, presentation to client leadership team and facilitated implementation through people, process and tool enablement across many countries Responsible to drive SIAM governance with the suppliers group and to maintain basic hygiene of business operations (for example-30-60 days backlog/ageing incidents, Regular follow-up with supplier for all pending, assigned and in-progress incidents)
  • Responsible for CSF and OpsHI5 audit data for internal suppliers
  • Responsible for Preparing and leading PIRB (process Integration review board) with client.

Sr.Project Lead/ CIM

Wipro Technologies
  • Project: GIS Critical Incident Manager
  • Performed ITSM consultant and played Critical Incident Manager role for Wipro Technologies
  • Identifying the Major impact of any specific or Multi level business process and coordinated with technical teams (Network, Security, Voice, ISP PAC/Proxy) to resolve the issue
  • Responsible for Leading MIM team and Bridges with Impacted locations, LOB’s ITM, Heads and business owners to resolve the issue within the SLA and to identify the root cause of the problem as per outage severity
  • Responsible for Group announcements, Acknowledgments to Wipro top leaders in case of any major/Global outage
  • Active participation in weekly CAB meetings to discuss the planned activities, Change, Release and deployment and Team performance.

Sr. Project Lead (B2)

Wipro Technologies
  • Project: CITI Bank
  • Project Lead for IM,PM,CM,& MIM for CITI Account with 11 resources directly reporting
  • Accountable and responsible for individual and team performance in account as per the Client KPI’s.WSR, MOR, RCA, Change tracker and applications availability report
  • Accountable and responsible for newly launched application (Sawgrass)
  • Provided End to End support in Service Transition for the aforesaid new application
  • IT Audits of Critical incidents (P1/P2s) for correct priority and ensuring process following like proposing critical, Affected CI, Incident summary and necessary attachments.

Sr. Project Lead (B2)

Wipro Technologies
  • Project: DELL EMC AppSync –Storage
  • Handled LOB for Dell-EMC product-AppSync storage as a Project Lead with 20+ TSO directly reported
  • Successfully drove all KPI’s & Client deliverable through continual service improvement
  • Proven, strong Client & People management skills, proficient in managing widely-divergent, simultaneously occurring assignments within agreed cost/time lines, by using strong organizational skills, out-of-the-box thinking, and innovative problem-solving abilities
  • Managed and Led product-specific client calls
  • Recruited mentor and helped them to excel through encouragement and empowerment
  • Drove automation for site messages & historical customer satisfaction data
  • Evaluated performance metrics against the defined critical success factors and institute actions to correct shortcomings or further streamline the process as necessary
  • Proficient at maintaining cordial relationship with customers, ensuring quality and service norms to achieve customer satisfaction and business relation
  • Endowed with excellent relationship management and communication abilities coupled with proven skills in mentoring and motivating associates towards excellent service delivery
  • Maintained cordial and effective working relations with external clients and serves as the primary interface of clients
  • Translated client requirements into action plans for the LOB's/account/s / program/s
  • Established open and honest communication regarding all aspects of the LOB's/account/s'/program/s' performance.

Associate Consultant / (SME-TL)

HCL Technologies
  • Project: British Telecommunications
  • Managed a team of 20-25 resources for Openreach, Fault & Technical Support associates
  • Performed end-to-end Incident Management process to drive a quicker resolution of IT-related issues
  • Rollout and the overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery
  • Hands-on experience on Priority incidents, Service Disruption bridges, and keeping all stakeholders updated through the Management Notifications
  • Responsible to drive customer satisfaction survey response with all suppliers
  • Presenting Weekly/Monthly DSAT –dashboard with the client
  • Quality audits repeat customers RCA, Daily feedback & maintaining employee’s stacks.

Project Lead (B1)

HCL Technologies
  • Project: HCL -Macy’s Customer Service
  • Ability to develop and motivate employees in a way that enables them to fully reveal their potential and deliver excellent customer service
  • Handled Escalations, Complaints, and Possible Sales calls
  • Delivered positive C-sat, Quality, SLA were the primary target.

Technical Support Associate/ Floor Supervisor (SME)

Silicon World
  • Lead Generation process for UK Customer Educational process, arranging appointments for UK students for professional degrees.
  • Performed end-to-end Incident Management process to drive a quicker resolution of IT-related issues for APAC users.
  • Managed customer calls/queries and handled Queue.
  • Successfully drove all KPI’s & Client deliverable through continual service improvement.
  • Proven, strong Client & People management skills, proficient in managing widely-divergent, IT Audits of Critical incidents (P3/P4s) for correct priority and ensuring process following like proposing critical, Affected CI, Incident summary and necessary attachments.
  • Arranged appointments from various universities for UK applicants for professional degrees.
  • Responsible for Preparing weekly/ Monthly dashboard for incidents audits.

Education

MBA (Business Management) -

University of Madras
01.2014

Diploma in Business System & Information Management - undefined

GNIIT
01.2013

Bachelor of Commerce - undefined

R.R.S Mahavidyalaya, Kanpur
01.2011

Skills

  • Agile & Scrum methodologies
  • Requirement identification & data analysis
  • ITSM / SAM / HAM/SIAM
  • Leadership and team motivation
  • Task prioritization
  • Conflict resolution
  • Excellent communication
  • Adaptability
  • Knowledge of JIRA, Confluence, Remedy, ServiceNow
  • MS Office ,VDI, Tableau
  • Semi Technical Understanding
  • Document Management
  • Project Planning
  • Project Management
  • Schedule Management
  • Procedure Development

Certification

  • ITILV3 foundation certified
  • Certified Scrum Master (CSM) Scrum Alliance.
  • Certified System administrator (CSA)
  • Agile foundation
  • ISM (Information Storage & Management Version 3.0
  • Service Integration and Management foundation certified (SIAM)

Languages

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

Timeline

Business Analyst/Scrum Master

Cognizant Technology Solutions
- Current

Project Manager/SIAM Consultant

HCL Technologies

Sr.Project Lead/ CIM

Wipro Technologies

Sr. Project Lead (B2)

Wipro Technologies

Sr. Project Lead (B2)

Wipro Technologies

Associate Consultant / (SME-TL)

HCL Technologies

Project Lead (B1)

HCL Technologies

Technical Support Associate/ Floor Supervisor (SME)

Silicon World

MBA (Business Management) -

University of Madras

Diploma in Business System & Information Management - undefined

GNIIT

Bachelor of Commerce - undefined

R.R.S Mahavidyalaya, Kanpur

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