Harpreet Singh

➢ Project Manager for multiple clients in areas of Implementation
and Decommission in Service Transition such as Co-location, IT
Managed Services, Recovery & Dedicated Workplace, Cloud
services, AWS, R2C SR/SRM and EMC SRM, Disaster Recovery
Services. Infrastructure and Cloud Services, Application
migration Cloud, AWS and VMware, Managed Recovery
program with Mainframe Application, Storage and backup
implementation/ Decommission EMC, Security Services -
➢ Working Application – Salesforce, Service Now, Service Center,
CCP (Client Communication Plan), Oracle E- Business/Enterprise
Data Warehouse. Data center migration and Automation
Projects. Scope Management - Manage changes to the project
scope, project schedule and project costs using appropriate
verification techniques. Created project management plans to
guide initiatives through the project management lifecycle.
Develop a detailed project plan to monitor and track progress
➢ Documented, communicated, and distributed project status
to stakeholders. Measured project performance against
baseline to recommend corrective and preventive actions.
Assistant Manager (Project & Program Management)

➢ Handling Implementation related delays on Projects for Managed Services, Recovery to Cloud Server Replication, Data center migration and BCP. Tracking project implementation delays on Recovery to Cloud /ECS, Platform Migration.Supporting Projects for Data Center storage cleanup.

➢ Involved stakeholders (Procurement) with and the teams Data Center team for cross connect projects and Upselling services, migrating to upgraded products with retention policy.

➢ Gather and review Customer Design Requirements, statement of work (SOW) and coordinate with the operation Team (Recourse management).

➢ Identify and resolve contract compliance and project risks and issues. Promote sales by assisting the account team with

identifying customer’s future growth requirements

➢ Resolve contract and billing issues (Cost, Schedule, Quality of project) by working with legal and account teams.

➢ Sharing the minutes of the meeting with internal team and external client. Work on the issues discussed and share the work around and setting up another follow meetings.

➢ Creating and managing the work plans in Service now tool. Program test management and governance stakeholder management and creating the report of projects (CCN, PID, Closure documents)

➢ Involved throughout in P0, P1 Incident tickets, Problem ticket and tasks. Working closely with Incident Management team

➢ Monthly QBR and MSR with the client along with the sales team to review the challenge they are facing and make remediation plan.

➢ Monthly technical review(s) with the client’s IT team to review the SLA’s and ensure they are in line with client’s

expectations. Identify areas where additional Sungard AS solutions can be implemented to enhance process,efficiency and address specific business challenges around the same.

➢ Maintaining the SLA of the tickets and follow up with escalation teams.

➢ Working on different product of PCOIP protocol technology

➢ Interacting and coordinating with SME to resolve customer issue.

➢ Analyzing system, network logs/events to identify and resolve the issue.

➢ Working on Microsoft Parature ticketing system.

➢ Area of working Infrastructure Management Services (Support). Project worked on Enterprise Technology Service (Banking Domain)

➢ Responsible to lead and drive Major Incident calls, send periodic updates to the stakeholders until the Incident is resolved.

➢ Drive the technical teams to provide inputs to resolution action plan, assess risk and drive teams to implement work around or permanent fix to restore working service at the earliest

➢ Identify process improvements and recommend changes

➢ Responsible for developing and signing off Post Incident Review, Reports for Major and Critical Incidents

➢ Identify and drive initiatives to improve the ways of working in Incident Management and Problem Management processes

➢ Responsible to conduct regular trainings (for new hires and refresher), lead sessions on changes, updates on processes and audits for compliance to Incident Management and Problem Management with Quality Assurance teams, also support the organization in case of Audits and other reviews

➢ Bridge gap between Incident, Change, Problem management and process stakeholders.

➢ Support reporting and data analysis for SR Leadership

➢ Incident volume management along with driving RCA process