NIKHIL SINGH
Bangalore,India
Summary
Accomplished senior-level manager with 13+ years of successful strategic and tactical leadership with information technology across a diverse range of industries and roles A pragmatic visionary with a positive attitude and steadfast commitment to excellence, with expertise in managing organizational change to get maximum results Entrepreneurial leadership style with highly effective planning, organizational, and communication skills and a solutions-based approach to problem-solving Demonstrated ability to in still a common vision and also develop a dynamic, successful team based on trust and respect mutually. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvement Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight Successful at training and mentoring employees to promote a culture of continuous improvement and collaborative culture Champions the support Service Delivery in projects, developing a solid understanding of projects impacting support services and ensuring the impact is minimized Adept at ensuring appropriate and up-to-date controls, processes, documentation, and procedures were in place and followed Technology Service Delivery Manager with over eight years of industry experience with solid Analysis, Designing, Development and Project Management skills (PMP certified) from inception to completion
Overview
14
14
years of professional experience
Work history
Supervising Associate
Ernst Young Global Delivery Services
Bangalore
03.2020 - Current
- Accountable for the delivery of service functions & ensuring they are seamlessly delivered and liaising with stakeholders to support/assist leaders in conveying quantifiable outcomes
- Consulting clients/customers at the management level about the delivery, cost, availability & functionality of services & systems to build effective partnership
- Responsible for setting targets, supervising performance & handling service in an efficient manner
- Managing support, and engagement with CSSXT on planning & changing readiness activities like knowledge & training for IT and other operational & service improvements
- Assuring the necessary processes and procedures are in place to maintain or recover the delivery of systems and services
- Assessing operational issues & undertaking preventive measures to avoid negative impacts
- Supporting and testing or maintenance of BCRP or vendor business continuity plan
- Involved in ITIL's Incident and Problem Identification and Change Control Processes that identifies variances for situations that could impact data security and integrity of data with IT services
- Responsible for supporting frameworks like Six Sigma to drive vendor quality improvement initiative and partner with all CSSXT leadership to drive resolutions to most efficient and cost-effective support level, that provides the best end user-experience
- PROJECT: GDS India L1 Help Desk
- Coordinate with vendors to ensure that they deliver or provide ideal performance as per EY standards
- Keep track of service level agreements and quality score of about 95% at least at all times
- Resource management should be dealt with to check if any business is impacted
- Begin projects that would provide effective communication to EY employees
- Initiate and propel projects so that end users can reach out to help desk in an easier way
- Be a part of BCP model and ensure that the business runs without a roadblock
- PROJECT: GSA L2 Help Desk
- Responsible for leading a team of 17 L2 resources who are mostly internal employees and working remote from areas such as Germany, Switzerland and Australia
- Make sure the L2 meets the required SLAs
- Reducing ticket backlogs and working on deploying a completely new IVR in various languages
- IVR Application and deployment in various or more than one language, for better customer office while clients try and reach the office desk for any help
- PROJECT: Pay check Protection Program
- Handle a team of 16 L1 associates on a client -facing project governed by 4 banks in the States
- Maintain SLA and quality as per the agreed terms - this should be above 95%
- Working on reducing costs and improving quality by initiating internal projects
- Working on the new telephony tool called Genesis and ensuring that the quality of the lines is consistently good
VENDOR SPECIALIST
AMAZON DEVELOPMENT SERVICES
Bengaluru, Karnataka
12.2017 - 09.2019
- Handling a team of 3 managers and 100 associates
- Developed and maintained business relationships with external business partners
- Developed new vendors through negotiation and onboarding activity
- Assessed vendor-related issues and implemented data-driven business decisions
- Ensured effective resolution of potential operational bottlenecks in coordination with customers and internal business partners, including leadership teams
- Deal with vendor utilization report, open ageing report and business partners
- Key Projects
- Dependency Reduction (Amazon Development Centre): Project designed to ensure the accomplishment of operational targets by the team
- The project allowed the team to adapt to other skills in order to absorb the task within the Operations team
- (Dependency reduced to over 15 tasks and improved SLA from 91% to 98.5%
- Natural Offshoring (Amazon Development Centre): Project designed to reduce FTE count in The United Kingdom by offshoring all the tasks performed by the Brand Specialists in The United Kingdom to India (Generated savings of 80 FTEs)
- Vendor Utilization Report (EU5 marketplace.): Developed Vendor Utilization Report to enable the management to understand how many vendors are paying for the service yet not utilizing the services leading to optimized utilization of resources and organizational services (Increased vendor utilization to 62% from the initial 10% and also enhanced the scope of active vendors by 80%)
- Awards & Accolades
- Invent and Simplify Award: Developed project for automating the Monthly Business Reviews and Quarterly Business Reviews
- Think Big award: Migrated 800+ vendors and migrated from Premium Catalog Services to Amazon Vendor Services-Essentials
Operations Team Manager
Capita India Pvt Ltd
Bangalore
10.2016 - 09.2017
- Led a team of 4 individuals and 50 to 55 advisors at customer support
- Resolved complex issues and employee-related disputes through accuracy and timeliness
- Improved efficiency through the elimination of manual processes to maximize processing time and maintain high standards
- Set up a partnership with global partners for shift utilization and customer coverage
- Enhanced customer satisfaction through continuous improvement initiatives, and implementation of best practices
- Major Highlights
- Distinguished for leading high-level business initiatives and maintaining the entire process (2 sub-processes and 3 main projects related to utilities) with minimum escalations
- Groomed and mentored team members in accomplishing service level agreements, targeted quality and productivity goals
- Rolled out productivity report for every individual on an hourly basis and accomplished daily targets of 30 cases/head/ day
- Awards & Accolades
- Best Team of the month for 3 months continuously
- Best team manager of the month and Quarter
Team Lead Operations
IMS India Pvt. Ltd, IBM India Pvt. Ltd
04.2015 - 09.2016
Lead Transactional Quality
McAfee Securities, Magna InfoTech
04.2014 - 03.2015
Quality Analyst
McAfee Securities
11.2013 - 04.2014
Quality Analyst
Unisys Global Services
12.2009 - 06.2013
Technical Support Representative
Microland
07.2009 - 12.2009
- Customer Relationship | Vendor Performance | Team Building | Team Handling | Team Management | Risk Management | Customer Support | Resolving Problems | Drive Resolutions | Collaboration | Strategizing | Vendor Management | Ticketing | Deployment | Cost Reduction | Productivity Report | Operations Report
Education
Certification ITIL V3 Foundation, InfoTech Helpline -
India
Pvt Ltd Certified ITIL Capability Module Release Control and Validation (RCV), InfoTech Helpline India Pvt Ltd Certified ITIL Capability Module Planning, Protection and Optimization (PPO), InfoTech Helpline India Pvt Ltd Certified ITIL Capability Module Service Offerings and Agreements (SOA), InfoTech Helpline India Pvt Ltd Certified ITIL Capability Module Operational Support and Analysis (OSA), InfoTech Helpline India Pvt Ltd Training Advanced Excel, Unisys Global Services, IMS Health India Pvt. Ltd Effective Training Management “Train the Trainer”, Unisys Global Services Active Manager Program, Capita India Pvt Ltd -
INFO TECH HELPLINE
Bengaluru, KarnatakaBachelor of Commerce - undefined
Karnataka State Open University
2014
Skills
- Customer service
- Computer competencies
- Customer service orientation
- Vendor relations skills
- Excel proficiency
- Risk mitigation planning
- Reporting template development
- Disaster Recovery Planning
- Reporting capabilities
- Strategic planning
- Client Relationships
- Processes and procedures
- Team Leadership & Development
- Analysis & Evaluation
- Shift rota management
- ITIL processes
- Service improvement strategies
- Transition and change management
- ServiceNow performance analytics
- Service level reporting
- Customer feedback analysis
- Supplier performance management
- Incident management
- Ticket trend analysis
- Client relationship management
- Modern management principles
- Resource evaluation
- Workflow planning
- Staff recruitment and retention
Languages
English
Native
Timeline
Supervising Associate
Ernst Young Global Delivery Services
03.2020 - Current
VENDOR SPECIALIST
AMAZON DEVELOPMENT SERVICES
12.2017 - 09.2019
Operations Team Manager
Capita India Pvt Ltd
10.2016 - 09.2017
Team Lead Operations
IMS India Pvt. Ltd, IBM India Pvt. Ltd
04.2015 - 09.2016
Lead Transactional Quality
McAfee Securities, Magna InfoTech
04.2014 - 03.2015
Quality Analyst
McAfee Securities
11.2013 - 04.2014
Quality Analyst
Unisys Global Services
12.2009 - 06.2013
Technical Support Representative
Microland
07.2009 - 12.2009
Certification ITIL V3 Foundation, InfoTech Helpline -
India
Pvt Ltd Certified ITIL Capability Module Release Control and Validation (RCV), InfoTech Helpline India Pvt Ltd Certified ITIL Capability Module Planning, Protection and Optimization (PPO), InfoTech Helpline India Pvt Ltd Certified ITIL Capability Module Service Offerings and Agreements (SOA), InfoTech Helpline India Pvt Ltd Certified ITIL Capability Module Operational Support and Analysis (OSA), InfoTech Helpline India Pvt Ltd Training Advanced Excel, Unisys Global Services, IMS Health India Pvt. Ltd Effective Training Management “Train the Trainer”, Unisys Global Services Active Manager Program, Capita India Pvt Ltd -
INFO TECH HELPLINE
Bachelor of Commerce - undefined
Karnataka State Open University
Similar Profiles
Aditya KaranjkarAditya Karanjkar
Assistant Manager at Ernst & Young Global Delivery ServicesAssistant Manager at Ernst & Young Global Delivery Services
Vidhya SankarVidhya Sankar
Assistant Manager at Ernst & Young Global Delivery ServicesAssistant Manager at Ernst & Young Global Delivery Services
Swarup BoorlagaddaSwarup Boorlagadda
Senior Manager at Ernst & Young Global Delivery ServicesSenior Manager at Ernst & Young Global Delivery Services
LOVELY DHELIALOVELY DHELIA
Assurance Senior at Ernst & Young Global Delivery Services (EY GDS)Assurance Senior at Ernst & Young Global Delivery Services (EY GDS)
Venkataramana PasamVenkataramana Pasam
Technology analyst at InfosysTechnology analyst at Infosys