Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Maheshwari L

Chennai

Summary

Solution Architect with 13 years of experience in IT Service Management. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Deputy Delivery Manager

Ford Motor Company
07.2022 - Current
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
  • Managed third-party contract to drive delivery of required services
  • Delivered automation projects for Service Desk that improved metrics for survey adoption by 8% and reduced time taken for Plant IT issues by 90%

ITSM Solution Lead

Ford Motor Company
07.2020 - 06.2022
  • Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution
  • Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions
  • Launched Chatbot and got 32% deflection from Service Desk Led Taxonomy workshops with Service Architects, Process Managers and EA teams to set up Taxonomy and Service BR

CX Manager and Backlog Lead

Tech Mahindra
03.2019 - 07.2020
  • Revamped Backlog process centered around CX Leading team with end-to-end ownership from initial assessment & design till prioritization & final delivery
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Technical Lead

Tech Mahindra
01.2017 - 03.2019
  • Lead multifunctional team co-ordinating with Service Architects
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Managers, Service Teams & Superusers to finalize requirements, design and track development, testing, deployment, post-launch issues wrt Migration

Solution Designer/Offshore Team Lead

Infosys
04.2016 - 12.2016
  • Solution Design and Development for Outage Remedy Solution (8.1) involving application build, delta data migration and interface handling
  • Authored development guidelines to expedite application design efforts through ready-made frameworks.

Solution Designer/Onsite Team Lead

Infosys Australia
07.2014 - 03.2016
  • Authored development guidelines to expedite application design efforts through ready-made frameworks
  • Solution Design for projects involving, Remedy AI(8.1) involving integration with Maximo, AO, Analytics
  • Environment Lead Infrastructure, Admin & Code Version Control for 20 environments of varying degrees of usage

Technology Analyst/Systems Engineer

Infosys
06.2010 - 06.2014
  • Remedy Config, Maintenance & Support 7.5 involving resolution high priority incidents, daily interaction with clients and weekly status reports, setting up processes for attaining CMMI Level-5
  • Supported technology design, testing and execution by providing research-based product and process knowledge.
  • Provided technical and functional recommendations based on project requirements

Education

BE(CSE) -

Alagappa Chettiar(Govt.) College of Engineering & Technology

SDLC Programming 101; Telecom Stream -

Higher Secondary Course - undefined

TN State Board

undefined

Apr All India Secondary
2004

Skills

  • Operations support
  • Project creation
  • Solutions development
  • Client relationship management
  • Proficient in ITSM, Automation
  • Service desk oversight
  • Client needs assessments

Certification

  • TOGAF v9
  • ITIL 2011
  • Generative AI with Large Language Models
  • Cyber Law (Indian Law Institute)
  • OSS/BSS Telecom (Internal process)

Languages

Hindi
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
German
Beginner (A1)
Sanskrit
Intermediate (B1)
Kannada
Elementary (A2)

Timeline

Deputy Delivery Manager

Ford Motor Company
07.2022 - Current

ITSM Solution Lead

Ford Motor Company
07.2020 - 06.2022

CX Manager and Backlog Lead

Tech Mahindra
03.2019 - 07.2020

Technical Lead

Tech Mahindra
01.2017 - 03.2019

Solution Designer/Offshore Team Lead

Infosys
04.2016 - 12.2016

Solution Designer/Onsite Team Lead

Infosys Australia
07.2014 - 03.2016

Technology Analyst/Systems Engineer

Infosys
06.2010 - 06.2014

BE(CSE) -

Alagappa Chettiar(Govt.) College of Engineering & Technology

SDLC Programming 101; Telecom Stream -

Higher Secondary Course - undefined

TN State Board

undefined

Apr All India Secondary

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