LOVE KHANDELWAL
Gurugram
Summary
Result oriented, proactive, and hardworking professional with more than 13+ year of experience in end-to-end IT Service Management, ITIL Frameworks and process optimization in the industry. Expertise in service strategy, operations and transformation. Hands on experience in multiple domains under IT/Managed Services environment & Engineering development in an Agile and DevSecOps environment.
Overview
13
13
years of professional experience
2014
2014
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Senior Consultant (Senior Vice President)
NAB Innovation Center India
10.2022 - Current
- Company Overview: (Payroll of ANSR Bangalore India Oct’22-Dec’22 | NAB India Direct Payroll Jan’22-till date)
- Chair weekly Governance Forum. Provide admin and technical guidance to Engineering managers and members to manage non-compliance (Vulnerability, Controls, Cloud config, Pen Test, Critical application hygiene), document risk grace filings.
- SME for Agile Transformation of 8 squads Projects and BAU Team on enterprise scale, proficient in Rally. Handled RTE and Scrum Master roles for 2 Years and created baseline model. Overseeing agile governance.
- Change Management | Change champion | change process baselining to adhere with service delivery, audit very high, high-risk changes and upscale Team Knowledge base.
- CMDB uplift | CI Champion | Improved Health % for critical CMDB Classes from Negatives to >95% maintain at all times. Delivered APRA project handling 3 different Squads as service owner.
- Lead consulting engagements from start to finish, including conducting cross Team liaison-ing, analyzing data, presenting findings and recommendations.
- Created Ideabox for Collaborate with cross-functional teams to develop innovative solutions tailored to meet client needs and objectives.
- Mentor and coach junior consultants, providing guidance on project execution, client management, and professional development.
- Integrated, dynamic SNOW & cloud based 'dashboards' & 'self-service reporting'.
- Harmonized multiple internal & external data sources.
- Guidance to Engineering Teams to optimize release and Transition to operations Teams.
- Drive business development efforts by identifying new opportunities, participating in client presentations, and contributing to proposal development.
- Stay abreast of industry trends, best practices, and emerging technologies like AWS, Azure, SD-WAN, VXLAN etc. to continuously enhance service offerings and deliver maximum value.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Conducted regular reviews of operations and identified areas for improvement.
Manager-Configuration Management Data Management
L3HARRIS TECHNOLOGIES INC. LTD.
09.2019 - 09.2022
- Company Overview: (Payroll of THREED INTEGRATED SOLUTIONS PVT. LTD, GURUGRAM)
- Chair weekly configuration management board. Provide admin and technical guidance to change management forum, focusing on customer requirements, collaboration and people.
- Took initiative for the creation, development, and deployment of Configuration Management Plan (CMP).
- Successfully led the process for structuring & substantial decrease in the average age of PTRs for the Program.
- Decomposing and setting up RFP requirements into Epics, 2week Sprints, issue task with the Quorum.
- Manage, maintain, and develop the CM environment for hardware and software product build, staging, testing and integration.
- Developed and implemented ITIL based strategies.
- Reviewing, structuring and maintenance of data & media library with access control.
- Responsible for logging, filing, and tracking all necessary drawings, documents, lists and various other items. Generating variety of standard reports. Release and version control of DM templates.
- Part lifecycle Management; Own and manage all aspects of Hardware and Software lifecycle management. Acting as a license admin to track life, location & status of all COTS license in the project and their renewal, sub-approver for all the COTS purchase requisition to the sub-contracts manager. Liaison with OEMs.
- Reviewing, coordinating and undertaking the CM activities associated with Contracts & Sub-Contracts documentation.
- Performing functional configuration audits (FCA) and physical configuration audits (PCA) of the configuration management processes/Baseline & operational activities defined under PMO for efficiency, effectiveness, and compliance.
- Apply Master data management methods to automatically reconcile manual update and network discovery with the baseline in program data library.
- Provide SCM support in branch management, merge conflict resolution.
- Driving site handovers to operations team for program implementation with high levels of configuration verification standards.
- Review JIRA structures and analyzing arslane dataplane reports in JIRA using JQL and charts for QPR & monthly status.
- Setting right expectations and review on requirement traceability matrix delivered to management.
- Managing minutes of QPR, JCAB, CMB meeting across the project using one note for data management.
- Reviewing, managing, incorporating comments and formatting for all >28 Contractual deliverables CDRLS to the end customer including >110 site specific deliverables and their revisions.
Associate-Network Records
BRITISH TELECOM PLC
11.2015 - 09.2019
- Responsible for the system administration activities within 24x7 environments, using BT cloud, Citrix based applications. Monitor the staging, development, and production environments.
- Collaborate with other operational support teams (systems engineering, Network engineering, DBAs, application support and application development) teams.
- Performing diagnostic or assessment functions to include the determination and the execution of corrective actions(s) on real-time basis.
- Gathered metrics and performance trends for analysis and tuning.
- Raising updates under SOPs as per inputs from process excellence/transformation team.
- Participate in identified disaster recovery and backup procedures. Provide off-hours support according to schedule.
- Handling internal team & client escalations raised via business customers.
- Assisting team in completing lean ideas for service improvements & reducing cost.
- Analysis and MIS report generation on daily/weekly and monthly basis.
- Manage and coordinate the communication processes during and after the incident.
- Ensure all incident details are maintained and regular updates are distributed via SMS.
- Provide input to and coordinate the development of the Network Incident Report (NIR) and the Root Cause Analysis (RCA), including recommendations of preventive measures to avoid the re-occurrence of similar incident.
Team Coach Production (Sr. NOC Analyst)
FIDELITY INFORMATION SERVICES
05.2014 - 09.2015
- Monitoring Network devices using WhatsUP monitoring tool.
- Monitoring Server devices using Nagios, Uptime monitoring tool.
- Configuring, Removing and editing new devices in SolarWinds, Uptime, WhatsUp Gold.
- Service Request, Incident and Problem Management.
- All Network Servers Health Checks, Monitoring and Reporting.
- Prepare and publish Shift reports.
- Handling and managing a Team of 4 NOC Analyst.
- Working on ticketing system using Service Now Service Desk.
- Creating, assigning, and updating service now tickets for issue reported by users.
- Escalation of Alarms and Health Check deviations to respective teams and second level troubleshooting as per the alarm and deviation.
- Coordinating with other teams such as monitoring team, backup team, hardware team, Storage, security team etc. to ensure proper operation.
- Initiating and Participation in Conference bridge calls for communication with B2B Clients and onshore teams.
System Engineer-CSO
MPHASIS INDIA PRIVATE LIMITED
12.2013 - 04.2014
- Managing and monitoring LAN & WAN connectivity inside office and abroad links, using Zenoss, Dotcom-monitor and PRTG network monitor as monitoring and troubleshooting.
- Working in Symantec Console for Backup maintenance and backup report generation.
- Incident Management and providing support on system hardware & networking issues.
- Responsible for monitoring the network/Services for alarms.
- Handling Client and Internal Escalations.
- Troubleshooting login and domain related issues.
Hardware Test Engineer-System Support
XYLOID TECHNOLOGIES
09.2012 - 09.2013
- Provide investigation, diagnosis, resolution, and recovery for hardware and software problems for product.
- Maintain overall ownership of users issue & service ensuring that they receive resolution within a reasonable timeframe.
- Provide initial assessment of urgency and business impact on all support calls and record incident resolutions.
Education
Bachelor of Technology. - Electronics & Communication
Rajasthan Technical University
Jaipur, RJSenior Secondary & Secondary School Education - CBSE
Saint Anselms Sr.Sec. School
Alwar, India 01.2006 - 01.2008
Skills
- IT service delivery
- Organizational change management
- Incident response management
- Root cause analysis management
- Configuration control expertise
- Operational efficiency enhancement
- Optimized resource distribution
- Comprehensive asset stewardship
- Data integrity management
- Collaborative stakeholder relations
- Technical Support
- ITIL best practices knowledge
- Experience with Agile frameworks
- SLA Management
- KPI Management
- Vulnerability Management-Network security
- Network Devices
- Microsoft Office
- Office 365
Certification
PMP
Disclaimer
I solemnly declare that the facts mentioned above are true to the best of my knowledge and belief.
Personal Information
- Passport Number: Yes
- Father's Name: Sh. Suresh Chand Khandelwal
- Date of Birth: 05/13/91
Timeline
Senior Consultant (Senior Vice President)
NAB Innovation Center India
10.2022 - Current
Manager-Configuration Management Data Management
L3HARRIS TECHNOLOGIES INC. LTD.
09.2019 - 09.2022
Associate-Network Records
BRITISH TELECOM PLC
11.2015 - 09.2019
Team Coach Production (Sr. NOC Analyst)
FIDELITY INFORMATION SERVICES
05.2014 - 09.2015
System Engineer-CSO
MPHASIS INDIA PRIVATE LIMITED
12.2013 - 04.2014
Hardware Test Engineer-System Support
XYLOID TECHNOLOGIES
09.2012 - 09.2013
Senior Secondary & Secondary School Education - CBSE
Saint Anselms Sr.Sec. School
01.2006 - 01.2008
Bachelor of Technology. - Electronics & Communication
Rajasthan Technical University
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