Hi, I’m
Hitesh Aggarwal
New Delhi
Summary
Intelligent Service Delivery Manager with 13 years of experience in IT industry. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Overview
13
years of professional experience
1
Certificate
Work History
Tata Consultancy Services Ltd.
Service Delivery Manager
01.2021 - Current
Job overview
- Led a series of service-based projects, resulting in a 10% increase in client satisfaction due to enhanced delivery timelines.
- Drove the adoption of emerging technologies, improving project team productivity by 20%.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Managed cross-functional teams of up to 65 members, ensuring seamless onshore/offshore collaboration and adherence to project goals
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Coordinated and led internal and external site team meetings.
- Implemented consultative relationship strategies that solidified client retention and fetched three multi-year contracts.
- Implemented Service Delivery 10++ initiatives and presented healthcare Unit for ISO audits review
Tata Consultancy Services Ltd
Technical Lead
01.2017 - 12.2021
Job overview
- DNS management for client infrastructure for internal and internet facing side.
- Analyze and support a highly complex, enterprise-level Active Directory service in a hybrid on-premises and cloud-hosted environment
- Advised management, business and technical staff on solutions using specific domains or technology.
- Provided educational expertise and mentoring to junior team members.
- Documented methodologies in technical manuals to be used by IT personnel in future projects for Active Directory and VMware.
- Registration of applications and handling SharePoint access issues in Azure AD.
Tata Consultancy Services Ltd
Team Member
06.2014 - 01.2017
Job overview
- Install, configure, and troubleshoot Enterprise software package by remote access means.
- Management of patches and upgrades of operating system and applications by creating baseline and pushing from IBM-Bigfix and SCCM
- Hosted P1 calls, open bridges for the support teams to triage and resolve issues and take notes by following guidelines as per ITIL.
- Expertise in Windows and Linux system administration web servers (Apache, IIS), networking and storage technologies
- Worked on VROPs (Virtual Realize Operation manager) for monitoring and management of required/lacking of resources on virtual servers.
Espire Infolabs
Executive System Engineer
03.2012 - 05.2014
Job overview
- Creation of windows based servers and IP management as per requirements of multiple projects for both types physical and virtual environment (Vmware- Vsphere V5.0).
- Hardware/Software asset maintenance, which include installation of all required software, domain joining and inventory.
- Logging calls with ISPs ( Airtel and Reliance Communications) and other vendors like Dell, HP, Lenovo for troubleshooting on call and hardware replacement.
- Restore of the end user/server data backup, which storage people using EMC-Avamar agent manager.
- Worked on HP SIM Tool, which used for detecting and managing hardware issues of HP owned systems.
Tulip Telecom Ltd
Assistant Engineer
09.2011 - 03.2012
Job overview
- Handled worldwide customercare i.e. customercare@tulip.net and performed first level of troubleshooting with client
- NMS monitoring,handled customers (running on RF and Fiber) and analyzing their network scenario and logging the fault tickets and escalating to upper layer engineers.
- Coordinating and continuous follow ups with the field support engineers and clients for rectifying physical issues.
- Handled Clients like AT&T, Bharti Airtel, SafeExpress, Jubiliant Food Works, Orange business group, TCS etc..
Education
Guru Gobind Singh Indraprastha UniversityNew Delhi
Bachelor of Technology from Electronics And Communication Engineering
07.2011
Skills
- Customer Engagement
- Client Relationship Management
- Quality monitoring
- Operations Support
- Incident Management
- Risk Mitigation
- Resource Allocation
Certification
- VMware Certification : VMware Data Center Virtualization 6.5 Professional.
- Candidate ID: VMW-02009063X-01994273
- ITIL 2011 Foundations : ITIL Foundation certified in IT service management.
- Microsoft Certification : MCP (Microsoft Certified Professional).
- Microsoft Certification ID: - 8981812
- Cisco Certification : CCNA (Cisco Certified Network Associate). Cisco ID:-CSCO12254631.
Timeline
Service Delivery Manager
Tata Consultancy Services Ltd.
01.2021 - Current
Technical Lead
Tata Consultancy Services Ltd
01.2017 - 12.2021
Team Member
Tata Consultancy Services Ltd
06.2014 - 01.2017
Executive System Engineer
Espire Infolabs
03.2012 - 05.2014
Assistant Engineer
Tulip Telecom Ltd
09.2011 - 03.2012
Guru Gobind Singh Indraprastha University
Bachelor of Technology from Electronics And Communication Engineering
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