HIMANSHU TRIVEDI
IT Service Delivery Manager
Bengaluru,KA
Summary
Dynamic Technical Project Manager with extensive experience at Cisco Systems, excelling in project leadership and ITIL framework implementation. Proven track record in enhancing service delivery and customer satisfaction through effective stakeholder negotiations and strategic planning. Adept at asset management and team leadership, driving successful IT operations and critical incident resolutions.
Overview
18
18
years of professional experience
1
1
CCNA
1
1
CCNA Security
1
1
ITIL
1
1
HP AIS
Work History
HTOM - Technical Project Manager
CISCO Systems
06.2017 - Current
- Managed end-to-end IT operations for Cisco products, including incident, problem, and change management.
- Led service delivery team, resolving conflicts and ensuring efficient task execution.
- Maintained critical business communications, enhancing business acumen and customer satisfaction.
- Oversaw performance management, staff induction, and training programs.
- Directed IT projects including new deployments, bug scrubs, asset refreshes, and network audits.
- Deployed Cisco Smart Licensing and ensured accurate license entitlements in asset management reports.
- Developed enterprise software asset management policy and governance reporting systems.
- Collaborated with internal teams and external stakeholders to optimize software asset management processes.
- Led cross-functional project teams through the complete project lifecycle, ensuring alignment with business goals and stakeholder expectations.
Incident and Business Recovery Manager
IBM India
03.2016 - 05.2017
- Manage IT Operations with local and offshore support teams to deliver services and solutions on the agreed SLA.
- Owning the process documentation for IT service management.
- Produce Weekly/Monthly reports on Major Incidents Trend, Problem reviews & identified potential risks discussed over CAB calls.
- Liaise with all Internal Service Delivery teams to ensure consistent high level of service.
- Establish liaison between the business, internal management, vendors for the delivery of services.
- Responsible for critical communication to the senior executives of Kaiser related to IT operations.
- Maintaining the roster for the team.
- Provide all necessary trainings/refresher trainings to the team members.
- Manage complete IT operations related activities comprising incident, problem & change management.
Technical Solutions Consultant II B/Service Management Lead
HP India
02.2013 - 03.2016
- Managed a team of L1 engineers/monitoring team, who provide L1 level of Technical Support to our Corporate/Enterprise customers.
- Maintain Service Levels of live and non-live customer query queues viz., voice and portal.
- Leading Networks related Major Incidents and Problem Incidents using ITIL v3 methodology.
- Review and publish Major Incident Reports.
- Reviewing and approving the results of root cause analysis (RCA). This includes the documented root cause and its workaround or fix.
- Attending Customer site visits for the services review and to enhance the coordination with onsite delivery teams.
- Working closely with vendors of Coca Cola India (Airtel, Tata, Vodafone, Reliance, BSNL and Cisco) for the seamless delivery of agreed services to all manufacturing, packaging and regional sites.
- Management Network related Incident, Change and Problem management activities for the HPE’s critical customers and Data Center Operations customers.
Network Analyst/Cisco TAC Lead
HCL Technologies
01.2009 - 01.2013
- Handling major escalations and critical incidents of the shift.
- Responsible for audit and compliance.
- Conducting and participating in weekly/monthly governance calls with client to discuss the process issues/improvements and drafting the action plan to close open issues.
- Preparing the RCA for the major escalations.
- Training newly hired employees.
- Ensure that Service Centre workflow queues are properly managed, i.e., incident tickets updated, assigned, linked or closed, problem tickets created or updated.
- Worked on Installation and configuration of Cisco 5550, 5510, 5520 series.
- Active /failover configuration, Active/Active configuration.
- Configuring and Troubleshooting Static and Dynamic Routing in ASA.
- Worked as Cisco TAC lead of Global Hardware team. Also, worked as Cisco Security engineer.
- Got appreciations from Head of the Cisco TAC Indian and Global Head for the 100% C-Sat scores in Global Hardware Team.
- Appraised for the successfully handling critical escalations for a Prime customer Lockheed Martin.
Technical Support Executive
IBM Daksh
10.2007 - 01.2009
- Worked for the development for COMMON KNOWLEDGE BASE for the HBC Employees.
- Build the test environment.
- Data analysis and verification.
- Troubleshooting the issues related with Internet.
- Configuring the router.
- Worked in BT fault management Team.
- Troubleshoot the issue related with all-in-one printer.
Education
B.Com. -
Lucknow University
Intermediate -
KKC
UPHigh School -
Baby Martin Public School
Skills
- Project management
- ITIL framework
- Cisco technologies
- Service delivery
- Asset management
- Customer relationship management
- Coaching and mentoring
- Vendor management
- Monitor performance
- Stakeholder negotiations
- Strategic planning
- Process documentation
- Team leadership
- Conflict resolution
- Training development
- Resource coordination
- Cross-function collaboration
- Project leadership
- Quality assurance
- Risk mitigation
- Stakeholder relations
- Software development
Certification
- CCNA
- CCNA Security
- ITIL V3
- HP AIS
- SAgile Scrum Master
- PMP (pursuing through Simpli Learn)
- Having knowledge on Cisco DNA and SDA
Languages
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Accomplishments
Cisco Olympian Award.
Timeline
HTOM - Technical Project Manager
CISCO Systems
06.2017 - Current
Incident and Business Recovery Manager
IBM India
03.2016 - 05.2017
Technical Solutions Consultant II B/Service Management Lead
HP India
02.2013 - 03.2016
Network Analyst/Cisco TAC Lead
HCL Technologies
01.2009 - 01.2013
Technical Support Executive
IBM Daksh
10.2007 - 01.2009
B.Com. -
Lucknow University
Intermediate -
KKC
High School -
Baby Martin Public School