Summary
Overview
Work History
Education
Skills
Visainformation
Certification
Interests
Timeline
Generic

JAGJOT SINGH

IT SERVICE DELIVERY MANAGER
New Delhi

Summary

A forward-thinking person with strong communication, analytical and Organizational skills, well organized with a record that demonstrates self-motivation, creativity & initiative to achieve corporate and personal goals.

14+ years of experience in IT, including strategy, operations, and project management. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success.

7 years of supervisory and managerial experience with a current span of 160 plus people.

Under my leadership, the focus has been on digitalizing user engagement and refining service delivery models to meet evolving needs. Experience in leading multicultural teams across diverse geographies

Overview

15
15
years of professional experience
3
3
Certifications

Work History

Associate General Manager

HCL Technologies
04.2024 - Current
  • My current role at HCLTech, centers around spearheading digital workplace initiatives and ensuring exceptional service delivery.
  • Supporting Business Development alongside service delivery with end to end accountability of Customer Satisfaction and P&L.
  • Manage both Operations governance's and tactical functional support forums.
  • Strengthen relationships with external partners by maintaining open lines of communication and promptly addressing their needs.
  • Identify areas for improvement within operations using data analysis techniques while recommending practical solutions to drive positive results.
  • End to end service ownership to ensure contractual deliverables are met.

Group Manager

HCL Technologies
Noida
12.2020 - 03.2024
  • Leading Workspace Services in the capacity of IT Service Delivery Manager and managing a portfolio of $12M
  • Part of matrix organization, empowered to exercise sound judgment and encouraged to make clear decisions on managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members
  • Responsible for: Leading a team of geographically dispersed resources to deliver managed services for the customer
  • Maintain end-to-end accountability for customer satisfaction and overall delivery excellence
  • Run initiatives for Digitalizing User Experience and drive Continuous Service Improvement across WSS horizontal
  • Deliver key additions to Service Management, like XLA and E2E for customer
  • Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources
  • Responsible for financial management and reporting and optimizing processes
  • Also expected to contribute to the wider goals of IT Services
  • End to End contract Management, including budgeting

Consultant

HCL Technologies
Noida
04.2018 - 11.2020
  • Took over as the 'Service Owner' for End User Services (EUS) comprising of multiple teams (AD, File and Print, O365, MDM, SCCM, End-Point Protection and Fixed Telephony)
  • Managing a team of 40+ professionals supporting multiple technologies
  • Handle client’s escalation and address concerns (Customer Advocacy) and other depts
  • For smooth ride on diverse issues
  • Worked on newer opportunities including RFP’s and RFS
  • Deliver smooth operations in accordance to ITIL processes (Change / Problem / Incident Management)
  • Enhance End-user experience by driving service improvements, increase awareness levels by leveraging modern day tools like Nexthink
  • Worked on contract negotiations
  • Agreed Strategic and Tactical goals as part of service contract
  • Drive Automation and Shift-left within team and bring effort reduction and thereby generating cost benefits

Associate Consultant

HCL Technologies
Noida
03.2017 - 03.2018
  • Worked as an Escalation lead for Active Directory team
  • Majorly responsible for handling escalations around: AD Federation Services (2008 / 20012/ 2016), Azure Active Directory, Azure Multi-Factor Authentication, Identity Management in Azure, Single Sign-On (SSO), Azure AD Connect, O365
  • Create project plans for migration of payload from AD to Azure
  • Handle issues for hybrid setup
  • Deliver Trainings

Support Engineer

Microsoft India (R&D) Pvt. Ltd.
Bangalore
11.2013 - 02.2017
  • Company Overview: IGTSC
  • Work as a part of Enterprise Platform Support Team for Identity and Directory Services
  • Role involves providing Remote support to Microsoft Premier customers based in North American region, primarily for Cloud support that involves Office 365, Windows Azure
  • Day to day job involves following: Troubleshooting issues related to Office 365 portal
  • Assist customers with Licensing issues depending on the services they intend to use
  • SAAS Application integration with Windows Azure
  • Providing support on Issues related to Azure Classic and the Ibiza portal (New Azure portal)
  • RBAC, Azure AD domain services, Azure App proxy
  • Worked on ADFS configuration / setup (ADFS 2.0, 2.1, 3.0) for federated environments
  • Trained on ADFS 2016
  • Working knowledge on Directory Synchronization tools like, DIRSYNC, AADSYNC, AADCONNECT
  • Own skill set and hands-on experience for On-premises Active Directory troubleshooting
  • IGTSC

IT Support Engineer

SmartTech Infosystems Pvt Ltd
Delhi
06.2011 - 02.2013
  • Company Overview: New Delhi
  • Day to day management and troubleshooting of Active Directory infrastructure of datacenters based in US
  • The day to day management and troubleshooting involve the following: Installation, configuration & maintenance of Windows Server 2003, 2008, 2008R2 Active Directory
  • Also worked exclusively on first and second level AD troubleshooting tickets on following issues: Group Policies, Distributed File System Replication, Common DNS issues pertaining to Active Directory, Active Directory & File Replication service, User Profiles, Meta-Data Cleanup, FSMO issues, Account Lockouts
  • The roles also include basic installation and configuration of Exchange Server and OCS/Lync Server
  • New Delhi

Technical Support Officer

HCL Technologies B.P.O Services Pvt Ltd
Noida
01.2010 - 06.2011
  • Roles and responsibilities included the following: To disconnect the iDEN circuits (T1, T3, OC3, OC12, Trunks)
  • Worked as a Test Engineer cum Provisioner
  • Order, tracking and overall coordination required for circuit installation and disconnection
  • Worked on applications like CISCO, CITRIX etc
  • Coordinating with different Telecom Company that serves specific municipalities by sending the Access Service Request via client provided tool (ASR tool)
  • Timely delivery of circuits by coordinating facility install/disco dates with internal and external (LEC) organization to ensure dates are met
  • Conducted trainings on the iDEN-disconnect provisioning

Education

B. Tech - Mechanical Engineering

B.B.S.B Engineering College
Punjab

XIIth -

CBSE
Unchahar, Distt. Rae Bareli

Xth -

CBSE
Unchahar, Distt. Rae Bareli

Skills

CORE SKILLS :

- Infrastructure Services

- Business Development

- Revenue Ownership and Profitability

- Service Delivery

- Operations Management

- Customer Relationship Management

- Transition Management

- Driving Service Improvements

- People Management and Leadership Development

TECHNOLOGY SPAN:

- On-prem AD and Microsoft Entra ID

- Unified Communication and Collaboration

- Device Management

- Citrix

Visainformation

Valid Schengen Visa

Valid B1/B2 for The U.S

Certification

ITIL v 3 Foundation Course

Interests

Travel

Music

Timeline

Associate General Manager

HCL Technologies
04.2024 - Current

Certified Scrum Master

08-2023

Group Manager

HCL Technologies
12.2020 - 03.2024

EXIN BCS SIAM Foundation

02-2020

Consultant

HCL Technologies
04.2018 - 11.2020

Associate Consultant

HCL Technologies
03.2017 - 03.2018

Support Engineer

Microsoft India (R&D) Pvt. Ltd.
11.2013 - 02.2017

ITIL v 3 Foundation Course

07-2012

IT Support Engineer

SmartTech Infosystems Pvt Ltd
06.2011 - 02.2013

Technical Support Officer

HCL Technologies B.P.O Services Pvt Ltd
01.2010 - 06.2011

B. Tech - Mechanical Engineering

B.B.S.B Engineering College

XIIth -

CBSE

Xth -

CBSE

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