Jagmohan
Najafgarh
Summary
Dynamic and staunch IT Service Delivery Professional carrying over 16 years of expertise in IT Operations & Management, Client Servicing Management, and Managerial task with 8 years of prowess as a Delivery Manager. Profound and insightful experience in Network operation Centre management, Application Management, Change Management, Central IT helpdesk Operations, Client Management and Customer Support. Strong approach in providing quick and timely responses with compelling prowess in Incident Handling and resolution, Report analysis using tool, working in SLA Dashboard, and manpower management. Skilled in achieving targets within the stipulated time frame while focusing on improving support processes to increase efficiency and aligning organization’s goals with the strategic direction of the business. Sound comprehension in working with monitoring tools like: IBM Tivoli, SolarWinds, HPNNMi, OP-Manager, SDP Symphony Summit, ServiceNow. Strong analytical skill, ability to work effectively in a matrix organization, while driving all facets of services and operations by motivating the team to achieve targets and goals. Adept in providing cohesive leadership, relay effective communication to the team, setting the vision for the common goal for the team, define their roles and responsibilities, and resolving problems among the team. Knowledge of ISP tools and technology (MPLS, SDWAN). Led end-to-end management of IT transition projects, including data Centre migrations, technology upgrades, and system integrations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Operation Head
Innoworq Infotech Pvt. Ltd.
11.2024 - Current
- Managed and coordinated cross-functional teams, ensuring all technical, business, and operational requirements were met during transitions, minimizing business disruption
- Oversaw risk assessments and mitigation strategies, ensuring smooth transitions while aligning with client timelines and regulatory requirements
- Managed the project lifecycle, from initial requirement gathering and resource planning to execution and post-upgrade optimization, ensuring the new infrastructure met business needs and performance goals
- Responsible for managing the complete NOC (Network Operations Centre) and Operations team, ensuring seamless day-to-day operations, optimal system performance, and rapid resolution of incidents to maintain uninterrupted service delivery
Helpdesk Supervisor
NTT Data
06.2023 - 09.2024
- Company Overview: Payroll of Partner - NITYO
- Managing offshore clients across the globe
- Lead and manage the delivery of IT services, ensuring alignment with organizational objectives and customer needs
- Provide technical guidance to project and transition team, recommend best practices, review deliverables, budgeting, forecasting challenges and convert the new lead into successful deliveries
- Understanding of onsite-offshore model and have knowledge of work plan, transition, distribution, and delivery by working with client
- Interact with senior leadership to establish strategic plans and objectives
- Work with challenging and expedited schedules efficiently and effectively to meet all mandated deadlines
- Ensure all work remain within budget
- Leveraged in-depth understanding of end-to-end customer experience to identify the pain pointers and latent customer needs
- Involved in hands-on technical in depth, to enables team during problem-solving scenarios during Ops related issue
- Payroll of Partner - NITYO
Service Delivery Manager
Fujitsu Consulting India Pvt. Ltd.
10.2022 - 06.2023
- Led a team of entry level to senior technicians focusing on problem resolution and technical requirements of DATA Centre and Data Recovery Centre including IT and NON- IT equipment, Transformation of IT Infrastructure by Streamlining Operations Strategies
- Managing the workload and planning of resources to deliver the agreed deliverables
- Setting clear goals for the teams, reviewing progress, providing feedback and holding team members accountability
- Accountable for the hiring and retention strategy to ensure continuous service in alignment with the standard principles of the IT COE
- Involved in Hands-on technical in depth to enables teams during problem-solving scenarios and participation for complex infrastructure implementation, system upgrades and operational troubleshooting
IT Operations Manager
Alethe Consulting Pvt. Ltd.
10.2021 - 10.2022
- Manage conflicts and drive team to remediate issues and ensure processes and tasks are carried out efficiently
- Managing more than 45 customers including MPLS, SDWAN, AMC related (Major client Airtel)
- Transition / Transformation Management for the new customer, Project Initiation, Project Planning & Project Execution along with on boarding of assets, monitoring and control mechanism
- Participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, Project cost/ Effort tracker
- Strong technical skills with a variety of business software tools including MS Office applications
IT Delivery Manager
SDMD InfoTech Pvt. Ltd.
04.2019 - 10.2021
- Led a team of entry level to senior technicians focusing on problem resolution and technical requirements of DATA Centre and Data Recovery Centre including IT and NON- IT equipment, Transformation of IT Infrastructure by Streamlining Operations Strategies
- Managing the workload and planning of resources to deliver the agreed deliverables
- Manage conflicts, Drive teams to remediate the problems and ensure the team's processes and tasks are carried out efficiently
- First point of escalation for designated accounts for support process issues not resolved by the standard process
- Organizational Development – Recruiting, personnel management, goal setting, training, coaching, mentoring, etc
- Strong approach in providing quick & timely responses with compelling prowess ITIL framework & best practices
- Plan and conducts regular performance reviews with each major third-party provider along with relevant technology stakeholders
- Conduct third party audits and manage the remediation of third-party audit findings and management responses
Sr. Network & Security Engg.
Orange Business Services
09.2017 - 04.2019
- Company Overview: Payroll on Netconnect Pvt
- Ltd
- Monitoring and analyzing the current system of production or provision to check its effective and working out a strategy for improving if necessary
- Developed high-level KPI reports for senior leadership, resulting in increased management visibility of problematic production systems monitored by the NOC and driving strategic problem resolution
- Established all performance metrics and established processes and procedures SLA
- Training and supervising new employees, tracking and measuring staff performance
- Manage staff, preparing work schedules and assigning specific duties
- Payroll on Netconnect Pvt
- Ltd
IT Engineer
AWFIS Space Solutions Private Ltd
11.2016 - 09.2017
- Spearheaded a team of 10 Engineers as per required process output
- Configuration of all the technical equipment, which is used in DC like Router, Firewall and L2, L3 Switches
- Infrastructure Monitoring
- Like Apps Monitoring, Network Monitoring Servers Monitoring etc
- Configuration of Surveillance Room with the Co-ordination of Vendor like NVR, DVR and Cameras
- Configuration of Linux System and Client’s Query for in-house Client
- Configuration of all the network devices which is used for complete the server room setup
- Like Cisco Switches, Firewalls, Access Points
Senior Network & Security Engineer
Arrow PC Network Private Ltd
09.2015 - 10.2016
- Taking care of all IT related Queries and providing the complete IT solution to Customer
- Consulting about the Network and Security to the Customer and given the timeline to complete the project
- Network monitoring & management with the tools like Real VNC, What’s up Gold
- Implementation and configuration of all the devices during the project which is related to the network and Security
NOC Shift Lead (Data Centre-Airtel)
IMSI India Private Ltd
12.2013 - 08.2015
- Lead a team of technical specialists and accountable for end-to-end service delivery at data Centre
- Handling global NOC including India, Sri Lanka, Bangladesh and Africa
- Monitoring 7000+ servers and 300+ business critical application of IBM
- Overall responsibility for the resolution of all Major incidents, Change Request, Problems till closure
- Prepare RCA and RFO and NOC dashboard including overall performance of service delivery
- Network monitoring & management with the tools like Real VNC, What’s up Gold
IT Engineer
Radisson Blu Plaza Delhi
03.2013 - 12.2013
- Configuring VLANs, Hotspot gateway (24 Online) configuration & Troubleshooting
- Taking care of all servers like Opera, Micros, Boss, Ving Card, Domain Etc.& Wi-Fi devices like Proxim Access Point, Cisco Access Point, Motorola Access Point and Cisco and HP Switches
- Prepare RCA and RFO and NOC dashboard including overall performance of service delivery
- Working on various monitoring tool like IBM Tivoli and ITNSM, CRM, MAXIT, MAXIMO, What’s up Gold
Network Engineer
TCISL
07.2007 - 03.2013
- Company Overview: On Payroll of Partners
- Providing Internet connectivity to all (350) rooms, conference Hall in Le-Meridien Hotel (Five Star Property)
- Network monitoring & management with the tools like Real VNC, What’s up Gold
- Providing 24
- 7 support to North India region for Tata Communications customers for lease Line, Broadband Metro Ethernet & Wi-Fi Domain
- Taking care of all Wi-Fi devices and configured Wi-Fi devices like Proxim Access Point, Cisco Access Point, Motorola Access Point and Cisco and HP Switches and Cisco Router
- On Payroll of Partners
Education
Bachelor of Arts -
M.D.U Rohtak
Diploma - Information Technology
Haryana Board of Technical Education
Certification
- Certified ITIL V4
- Certified Cisco Network Associate
- Microsoft Certified Professional
Languages
- English
- Hindi
Accomplishments
- SDMD INFOTECH, Best Delivery Manager
- TCISL, Best Performer (Awarded by CEO)
Personal Information
- Date of Birth: 12/14/87
- Nationality: Indian
Trainingprograms
- Microsoft Intune
- Azure
- HyperV
Timeline
Service Operation Head
Innoworq Infotech Pvt. Ltd.
11.2024 - Current
Helpdesk Supervisor
NTT Data
06.2023 - 09.2024
Service Delivery Manager
Fujitsu Consulting India Pvt. Ltd.
10.2022 - 06.2023
IT Operations Manager
Alethe Consulting Pvt. Ltd.
10.2021 - 10.2022
IT Delivery Manager
SDMD InfoTech Pvt. Ltd.
04.2019 - 10.2021
Sr. Network & Security Engg.
Orange Business Services
09.2017 - 04.2019
IT Engineer
AWFIS Space Solutions Private Ltd
11.2016 - 09.2017
Senior Network & Security Engineer
Arrow PC Network Private Ltd
09.2015 - 10.2016
NOC Shift Lead (Data Centre-Airtel)
IMSI India Private Ltd
12.2013 - 08.2015
IT Engineer
Radisson Blu Plaza Delhi
03.2013 - 12.2013
Network Engineer
TCISL
07.2007 - 03.2013
- Certified ITIL V4
- Certified Cisco Network Associate
- Microsoft Certified Professional
Bachelor of Arts -
M.D.U Rohtak
Diploma - Information Technology
Haryana Board of Technical Education
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