Kumar Auts
Project Manager/ IT Service Management Consultant
Gurgaon
Summary
Experienced and professional IT Manager with over 2 years of valuable experience in monitoring project performance to ensure company success. and 9 years of experience in Service Management. Familiar and adept in working with change management, and business transformation systems. Reputation for continually achieving on time and under-budget performance goals. Accustomed to handling IT support, managing IT projects, and supporting various engineering departments with IT tools and applications. Bringing forth a motivated attitude and the ability to establish strong and productive relationships with other company members.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
Work History
Project Manager
Tata Consultancy Services
11.2023 - Current
- Lead projects from requirements definition through deployment, identifying schedules, scopes, budget estimations, and implementation plans, including risk mitigation
- Coordinate internal and external resources to ensure that projects adhere to scope, schedule, and budget
- Analyze project status and, when necessary, revise the scope, schedule, or budget to ensure that project requirements can be met
- Establish and maintain relationships with relevant client stakeholders, providing day-to-day contact on project status and changes
IT Service Management Manager
Tata Consultancy Services
10.2022 - 11.2023
- Lead and manage the service department, including staffing, training and performance management of service personnel.
- Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
- Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.
- Developing and implementing service strategies to enhance customer experience and meet service objectives.
- Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
Consultant (Incident, Knowledge, and Change Manager)
Tata Consultancy Services
08.2019 - 02.2024
- Working as an Incident, Knowledge, and Change Manager to ensure processes are well defined and smooth.
- Ensure effectiveness of the Change Management calls and process. • Chairing CAB meetings.
- Responsible for planning/reviewing/approving change requests. • Ensuring timely communications are sent to Internal and External customers for Major/critical outages.
- Ensures the Change and Incident Management process is being adhered to by all the teams.
- Preparing different types of reports for the Client, Upper and Middle Management for their consumption.
- New Responsibility to handle Knowledge Management added.
Product Consultant
Magic EdTech
08.2017 - 08.2019
- Have been engaged in end-to-end product life cycle right from product inception to various SAAS deployments for MagicBox customers.
- To ensure a quality product is delivered to the end client.
- Hassle free onboarding of new clients.
- Part of both platform and devices SCRUM meeting and prioritize field issues (issues raised by live clients)
- Continuously monitor Freshdesk and Basecamp and send weekly reports to MLT of the issues reported for the platform by our clients
Subject Matter Expert- Technical Support
Dell Technologies
04.2014 - 07.2017
- Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible for the process.
- Handled a team of 15 Members
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
- Document troubleshooting steps and service restoration details • Create and submit knowledge articles
- Provide specialized investigation and diagnosis of all Incidents and Service Request
- Verify resolution with end-users and resolve assigned Incidents • Escalate Major Incidents to the Incident and/or Problem Manager
Senior Associate
Religare
04.2013 - 04.2014
- Resolving the technical tickets generated by Level 1 or by clients in the trading terminal via Remote Support.
- If required by the process did conferencing with clients to resolve the issue of software.
Education
General Management- EPGM - Genral Management- EPGM
XLRI Delhi-NCR
01.2023 - Current
Bachelor of Technology - BTech, Information Technology - undefined
Nalanda Institute Of Technology
01.2008 - 04.2012
Skills
Migration Projects
Change Project Management
Service Transformation
IT Service Management
Agile Methodology
Strategic Planning
Operations Management
Change Consulting
Certification
Lean Six Sigma Green Belt Certification, Tata Consultancy Services
Timeline
Project Manager
Tata Consultancy Services
11.2023 - Current
General Management- EPGM - Genral Management- EPGM
XLRI Delhi-NCR
01.2023 - Current
IT Service Management Manager
Tata Consultancy Services
10.2022 - 11.2023
Consultant (Incident, Knowledge, and Change Manager)
Tata Consultancy Services
08.2019 - 02.2024
Product Consultant
Magic EdTech
08.2017 - 08.2019
Subject Matter Expert- Technical Support
Dell Technologies
04.2014 - 07.2017
Senior Associate
Religare
04.2013 - 04.2014
Bachelor of Technology - BTech, Information Technology - undefined
Nalanda Institute Of Technology
01.2008 - 04.2012