Gautam Verma
A4C 109 Janak Puri New Delhi
Summary
- Dynamic professional with over 20 years of significant experience in Customer Relationship Management, Service Delivery Management, Team building and Leadership in the information technology industry
- Proficiency in presales activities, vendor alliance, service delivery management, process transitions, project management and resource planning of remote IT infrastructure projects.
- Excellence in building high performing teams for achieving revenue and increasing productivity.
- Conversant with the entire gamut of Lean IT, Service Delivery and Project Management
Overview
19
19
years of professional experience
1
1
Certification
Work History
Program Manager
Coforge
09.2022 - Current
- Mentored a team of 70 members and managed the complete EUS (Service Desk/Active Directory/Collaboration/Intune) for the client
- Organized, provided and followed comprehensive ITIL incident/problem/change management process & continual service improvement process to improve customer service.
- Managed SLA (CPI and KPI) for the tracks.
- Co-ordinated with the internal Procurement team for procurement of hardware and software licensese for the client
- Managed the monthly billing for the client
- Prepared and managed the weekly and monthly performance review for the client
- Worked with ITSM team for development of Service Now tool as per the requirement.
- Participated in internal ISMS Audit for Coforge.
- Performed annual performance appraisal for the team
Associate Director
Birlasoft
06.2020 - 09.2022
- Transition Management – Working closely with the transition team for creation of Templates/KT Calendar/KT Documents/Gap
- Analysis/Risk and Issue Register
- Co-ordinate Knowledge Transfer Activities and sessions
- Provide, coordinate, manage and follow comprehensive ITIL
- Incident/Problem/Change Management processes for the
- Customer’s Service
- Provide Continual Service Improvement processes for the
- Customer’s Service
- Delivery Management – Responsible for planning, directing, and coordinating IT Infrastructure projects (Build/Enhancement/decommission) from inception to completion
- Manage SLA for the Tracks
- Participate and lead the CMMi Level II/III interview process for the project
- Participate and lead the ISO27001 audit for the project
- Identify avenue for value adds and present value add summary
- Provide Continual Service Improvement processes for the
- Customer’s Service
- Manage the invoicing (T&M/CI based) for the P&L along with the
- Account Management team.
Associate General Manager - Pre Sales
HCL Technologies Ltd
07.2018 - 06.2020
- Effectively working in delivery management and responsible for resource planning for overall requirement in the organization for
BigData Admin - Driving and managing pre-sales activities and vendor alliance
- Effectively working on RFP and providing the solution document
for the requirement with the help of technical team members - Collaborating & organizing the project management team &
recruitment team for the scope of implementation and for on
time roll out offers of the candidates - Creating an effective transition process from the existing vendor
to HCL - Proactively engaging in productivity and improvement plans
- Mentoring a team of 20 members
- Resource hunting for Hadoop Admins and scheduling interviews
for resources
Associate General Manager - Offshore
HCL Technologies Ltd.
05.2005 - 08.2018
- Working in delivery management and accountable for planning,
directing, and coordinating remote IT infrastructure projects
from inception to completion - Organized, provided and followed comprehensive ITIL
incident/problem/change management process & continual
service improvement process to improve customer service - Ensured root cause analysis (RCA) on all P1 and where requested
by the customer P2 and P3 incidents - Managed SLA (Service Level Agreement) for the tracks
- Performed annual performance appraisal for the team
- Prepared and managed the weekly and monthly performance
review with customers - Mentored a team of 200 members and managed the complete
IT infrastructure of the client - Worked with ITSM team for development of Service Now
Education
Post Graduate Diploma - Information Technology
Symbiosis Centre For Distance Learning
New, Delhi04.2009
Bachelor of Information Technology - Information Technology
Indira Gandhi National Open University
New Delhi04.2005
Skills
- Service Delivery Management
- Customer Relationship Management
- Process Improvement
- Team leadership and direction
- Operations Management
- Team Building & Leadership
- Scope Management
- Remote Team Management
Websites
Accomplishments
- Received O2 infinity award, League of Outstanding HCLites 2014
- Awarded Gold Club certificate for Excellent Performance for consecutive 3 months
- Awarded Certificate of Technical Support Expert
Certification
- Prince 2 Practitioner Certified
- Information Technology Infrastructure Library (ITIL) – V3
- MCSE (Microsoft Certified System Engineer) in Windows
- 2 years of diploma in Software Technology
Languages
English
Hindi
Additional Information
- Received O2 infinity award, League of Outstanding HCLites 2014
- Awarded Gold Club certificate for Excellent Performance for consecutive 3 months
- Awarded Certificate of Technical Support Expert
Timeline
Program Manager
Coforge
09.2022 - Current
Associate Director
Birlasoft
06.2020 - 09.2022
Associate General Manager - Pre Sales
HCL Technologies Ltd
07.2018 - 06.2020
Associate General Manager - Offshore
HCL Technologies Ltd.
05.2005 - 08.2018
Post Graduate Diploma - Information Technology
Symbiosis Centre For Distance Learning
Bachelor of Information Technology - Information Technology
Indira Gandhi National Open University
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