Harshit Shrivas
Technical and Business Operations Team Lead
Pune
Summary
Goal-oriented individual seeking a position in order to apply leadership and management skills to motivate team members and increase productivity. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
Technical & Business Operations Team Lead
Amdocs Development Centre India
06.2020 - Current
- Currently supervising a team of eleven individuals
- Monitored Remote Support (Service Desk) operations and escalated tickets to ensure client’s problems are handled as expeditiously as possible
- Was responsible for all management aspects during shifts while in shift
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Provided management reports on Service Desk operations
- Provided end-to-end management of all reported problems
- Trained Service Desk analysts on operational procedures and troubleshooting techniques
- Worked on Career path/ladder of direct reportees
- Overseen Service Desk problems and resolutions to determine trouble trends and problem support areas and to ensure support procedures are being followed
- Effectively provided Level 1/2 technical support for applications and technology, customer communication, incident management procedures/systems, change and project management
- Maintained operational standards implemented within Technical Services Team
- Actively involved in employee interviewing, hiring, training and evaluation
- Developed integrated procedures/systems used across all IT disciplines for problem and incident management
- Analyzed problem trends and initiated action to improve policies, procedures, and technology standards
- Ensured support processes, documentation, and procedures were in place and tested for all new systems introductions
- Contributed effective management on select IT projects, leading customer-focused teams
- Achieved desired outcomes on time.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Held weekly team meetings to inform team members on company news and updates.
- Planned and organized schedules and team meetings; coached and mentored team members, leading to staff promotions.
- Was involved in migration/cutover activities and post cutover support for Sourced Group Onsite Cardiff (UK) and Singapore
- Led the projects from the initial phase including planning, requirement gathering, resource allocation,migration and post cutover support.
- Developed monthly and daily production output plans to deliver on customer service.
- Communicated KPIs outlined in annual operations plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards as per SWOT analysis.
Shift Management Analyst
Amdocs Development Centre India
03.2019 - 06.2020
- Supervised both local and global Service Desk team during shifts worked
- Implemented changes to Service Desk services and monitored them
- Assigned work to team members to ensure timely and effective response to user needs
- Ensured all calls, Chats and tickets made to the Help Desk service were answered within established time frames
- Interacted with local and global customers in friendly manner
- Managed allocation of resources within the team, provided guidance support and performance management to team members
- Developed and lead a culture of quality, consistency, continuous improvement and teamwork.
Technical and Business Operations Analyst
Amdocs Development Centre India
10.2015 - 03.2019
- Work with an English speaking, multicultural team, operating in different time zones
- Basic knowledge of Active Directory, DNS and DHCP
- Sound understanding of the ticketing systems like Service Now, Clarity
- Very good understanding of RSA (Soft token, Hard token, Mobile token)
- Troubleshooting of Day to day issues with respect to Windows Operating System
- Configuring and troubleshooting Printers (Local and Network)
- Sound knowledge of Creation of new VM’s, Cloning and Creation of Template
- Basic VMware troubleshooting and Resource management
- Good understanding and working experience of Microsoft Exchange 2007 / 2010
- Handling Air watch application as a Focal Point in the team.
Education
BACHELOR OF ENGINEERING (B.E) - CS
GYAN GANGA COLLEGE OF TECHNOLOGY
HSSC (X) - I.C.S.E
M.G.M. HIGHER SECONDARY SCHOOL
HSC (XII) - undefined
JOHNSON ENGLISH MEDIUM SCHOOL
Skills
Employee Evaluation
Certification
ITIL® Foundation Certificate in IT Service Management
Activities
Participated in various examinations throughout academics. Selected in STATE level science exhibition in school (CLASS XII).
Areas Of Interest
NETWORKING, TROUBLESHOOTING, OPERATING SYSTEM
Skills And Strength
Excellent grasping capability and understanding the concepts clearly. Ability to adjust to the situation. A Self-motivated team member, with excellent confidence & commitment. Having good communication skills. A sharp observer and good learner.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Accomplishments
- Collaborated with team of 15 in the onsite migration for the merger of Sourced Group onsite (UK &Singapore).
- Volunteered and was apart for CSR activities within Amdocs.
Timeline
Project Management Professional (PMP)
02-2023
The 7 Habits of Highly Effective People®
07-2022
ITIL® Foundation Certificate in IT Service Management
06-2020
Technical & Business Operations Team Lead
Amdocs Development Centre India
06.2020 - Current
Shift Management Analyst
Amdocs Development Centre India
03.2019 - 06.2020
Supporting & Troubleshooting macOS
12-2016
Technical and Business Operations Analyst
Amdocs Development Centre India
10.2015 - 03.2019
BACHELOR OF ENGINEERING (B.E) - CS
GYAN GANGA COLLEGE OF TECHNOLOGY
HSSC (X) - I.C.S.E
M.G.M. HIGHER SECONDARY SCHOOL
HSC (XII) - undefined
JOHNSON ENGLISH MEDIUM SCHOOL
Similar Profiles
Shweta JawraShweta Jawra
Software Developer at Amdocs Development Centre India LLPSoftware Developer at Amdocs Development Centre India LLP
Rashmi HarneRashmi Harne
Senior Web UI Developer | ReactJS Lead at Amdocs Development Centre India LLPSenior Web UI Developer | ReactJS Lead at Amdocs Development Centre India LLP
Kuldeep SinghKuldeep Singh
Deep Learning Engineer at Amdocs Development Centre India Pvt LtdDeep Learning Engineer at Amdocs Development Centre India Pvt Ltd
Shivraj SayagaonShivraj Sayagaon
Software Engineer at Xplor Technologies Pvt LtdSoftware Engineer at Xplor Technologies Pvt Ltd
Sam KuperSam Kuper
Data Scientist at Acme Packet Inc.Data Scientist at Acme Packet Inc.