Jagseer Singh
Gurgaon
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments and customers. Brings 14+ years of valuable expertise to forward company objectives. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Program Manager
Tata Consultancy Services
08.2023 - Current
- Managed Transition, Support and Transformation of IT Operations (Service Management, ServiceNow, Salesforce CRM, Azure Infra, Active directory, M365, Digital workplace, Exchange, Power Platform, Security, SAP ERP modules) and Global Service Desk (IT SD, HR SD, Finance SD and Procurement SD) along with 10+ transformation & In-flight projects (RPA Automation, Power BI, DocuSign, 8x8 Telephony, Genesys Web Chat & Voice Support, TCS Cloud Exponence, ServiceNow e-bonding etc) for UK's leading education institute
- Transformed user experience enabling cloud based Genesys Omni channel for voice and chat support
- Smoothly transitioned all services along with 160+ resource transfer from Customer
- Delivering end to end IT operations and Global Service Desk services for 17,000 Users, 19,000+ Devices, 500+ applications and 900+ Servers globally for 92+ locations
- Managed 350+ headcount team to deliver support and transformation projects
- Reduced customer cost by more than 600K GBP per annum by changing the subscription for Azure Services and removing unused licenses for applications
- Delivered services within performance levels despite stringent SLA/KPIs along with complex Service Credit mechanism for expected & minimum target levels
- Working closely with project sponsor, cross-functional teams, and assigned project managers to develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives/Transformations
- Engaged and worked alongside cross-functional stakeholders to manage delivery of different services and strategic initiatives
- Established end to end Governance for Program (Weekly and Monthly Meetings for services, Monthly Operational Board, Monthly transformation Board, Change and Commercial Board)
Program Manager
Tata Consultancy Services
05.2020 - 07.2023
- Managed and delivered end to end migration of IBM Cognos 350+ reports to Power BI of Strategic & Planning, HR & Finance deportment Reports for one of UK University
- Analyzed existing reports and simplified Power BI reports by merging, decommissioning and adding new data sets as per business logics
- Migrated Oracle data warehouse into Azure data warehouse and established all layer of data using Azure native technologies like Azure Synapse, Azure Data Factory, Azure Integration apps etc,
- Enabled new data sources to Azure Data Warehouse and new reports created as per business requirements
- Multiply Language data is handled for different countries and joined together for enabling business outcomes
- Managed complex billing and invoicing as multiple currencies, projects and contract types were involved
- Global Service Desk IT operations supported for multiple languages for ~ 7,000 Users and delivered with good performance levels
- IT operations supported for M365, Digital workspace, IAM and Security for 7K+ Users and 9,500 Devices
- Transformation projects implemented like One IAM solution for different countries, M365 Tenant migration to enable to one, New onboarding enhancement project etc during tenure
- Governance reporting of projects and Program
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
Service Delivery Manager
Tata Consultancy Services
10.2016 - 04.2020
- Delivered end to end managed services of Environment provisioning, code versioning and code deployment for Dev, Test, UAT & Online Acceptance testing environments (~240 Dev Env, 48 SIT Env and 16 OAT) for Core Banking System
- 4-6 major release implementation (schema change and major code changes) and more than 24 release implementations on yearly basis
- Taken accountability for service delivery performance, meeting customer expectations, and driving future demand
- Environment readiness for production incident testing
- Refresh of databases & configurations from production to test on latest cut of productions
- Implementation of Data Masking of production data after test environment refresh from production cut
- Responsibility of Data Mining from latest production data for Dev environment to have all kind of data for lower environment testing
- Data mining of more than 200K account for testing of different scenario for 60+ projects every year
- Owned critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Delivered Several service improvements and automations during the tenure
Technical Lead
Tata Consultancy Services
01.2013 - 09.2016
- Delivered Technical Solution and supported delivery for Environment provisioning for Dev, Test and OAT environment (40+ Dev, 8 SIT and8 OAT) for Core Banking System of UK leading bank
- Delegated work and assignments to team members
- Automated environment creation and deletion which enhanced testing capabilities
- Automated Data mining process using COBOL coding and scripts to enable testing data for more than 60+ projects every year
- Major and minor releases (more than 12 in a year) are supported and delivered
- End to end solution delivered for data Masking and Data mining for lower environments
- Collaborated with their team to identify and fix technical problems
- Guided team through technical issues and challenges
Developer
Tata Consultancy Services
03.2010 - 12.2012
- Developed code in COBOL language for Unisys Mainframe to automate database creation for 40+ environments (Dev, Test and other environments) in Core Banking System for UK leading bank
- Developed pipelines for Jenkins for automation of release deployments for environments
- Created overnight batch programs for various requirements like housekeeping, database update, reporting etc and reduced significant cost for customer
- Created ETLs/scripts to automate different jobs in mainframe
- Created end to jobs and automated data provisioning for testing
Education
Bachelor of Engineering - Electrical Engineering
Maharana Pratap University of Agri And Technology
Udaipur, India08.2009
Senior Secondary - Science
GV Senior Secondary School
Sangaria, India04.2002
Secondary Education -
Govt Secondary School
Morjand Sikhan, India04.2000
Skills
- Program/Delivery performance analysis
- Operations Management
- Quality Assurance
- Project Management
- Contract and P&L Management
- Resource Management
- Customer Relationship Management
- Stakeholder & Vendor Management
- Multi-operations Management
- Cross-functional team leadership
- Risk Analysis and Management
Certification
- Microsoft Certified Azure Data Engineer Associate (May 30, 2022 to May 30, 2023)
- AWS Certified Solutions Architect - Associates (Oct 03, 2021 to Oct 03, 2024)
- ITIL Foundation
- Design Thinking (Internal)
Secondary Skills
- Azure Data Engineer
- COBOL
- Unisys Mainframe
- Microsoft Office
- AWS Solution Architect
- Microsoft Project
- Active Directory
- Azure Data Factory
- Python for Data Science
- Data Science
- ServiceNow
- Genesys
Domain Knowledge
- Banking
- Education
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Timeline
Program Manager
Tata Consultancy Services
08.2023 - Current
Program Manager
Tata Consultancy Services
05.2020 - 07.2023
Service Delivery Manager
Tata Consultancy Services
10.2016 - 04.2020
Technical Lead
Tata Consultancy Services
01.2013 - 09.2016
Developer
Tata Consultancy Services
03.2010 - 12.2012
Bachelor of Engineering - Electrical Engineering
Maharana Pratap University of Agri And Technology
Senior Secondary - Science
GV Senior Secondary School
Secondary Education -
Govt Secondary School
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