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
undefinedCertification
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