Nitin Bhardwaj
Manager-Technical Product Support
Greater Noida
Summary
Strategic and results-oriented Manager with proven expertise in leveraging Generative AI and innovative technologies to drive product life cycle management, incident resolution, change implementation, and problem management. Adept at streamlining operations, optimizing processes, and delivering impactful solutions aligned with business objectives. Strong leader with a track record of fostering cross-functional collaboration and achieving measurable success in dynamic environments.
Overview
16
16
years of professional experience
2010
2010
years of post-secondary education
2
2
Certifications
Work History
Manager-Technical Product Support
MMGS
10.2019 - Current
- Spearhead product life cycle management, ensuring timely delivery of high-quality solutions aligned with customer and business needs.
- Oversee incident management, reducing resolution time by 30% through AI-driven anomaly detection and automated troubleshooting.
- Lead change management initiatives, successfully transitioning teams and technologies with minimal disruption.
- Implement problem management processes, achieving a 25% reduction in recurring issues through root cause analysis and predictive analytics.
- Drive automation opportunities by mapping workflows and integrating Generative AI solutions to streamline operations.
- Managed end-to-end project life cycles, collaborating with cross-functional teams to deliver innovative products.
- Directed incident and problem management efforts, enhancing system reliability and client satisfaction.
- Introduced AI-powered solutions for change management processes, reducing implementation time by 20%.
- Analyzed operational data to identify automation opportunities, resulting in a 40% efficiency boost.
Consultant
Sonata Software
12.2011 - 10.2019
- Led a team of application support specialists, providing guidance and support to ensure efficient handling of incidents and changes
- Developed and documented standard operating procedures (SOPs) for various support processes, enhancing operational efficiency and knowledge sharing
- Proactively monitored service metrics, identifying bottlenecks and implementing corrective actions to maintain high service levels
- Worked closely with the client to understand their business needs, aligning service delivery strategies accordingly to exceed expectations
- Conducted training sessions for team members to update their technical skills and knowledge of ITIL practices
- Prepared and presented periodic service performance reports to stakeholders, fostering transparency and accountability
Software Developer
BEarth and Spire India Pvt Limited
07.2009 - 11.2011
- Supporting In house application and developing modules on Microsoft .NET technologies
Education
Bachelor of Technology - Electronics and Communication
UPTU
Moradabad, Uttar PradeshSkills
Product Lifecycle Management (PLM)
undefinedCertification
ITIL V3 Foundation Certification
Accomplishments
- Received 5 DNA Rewards during on-site tenure for work done for the Service Desk establishment in UK and EMEA region.
- Achieved Team Of Quarter Award for Business Excellence for setting up new Service Desk for UK Travel domain company.
Technical Tools
Service Now, BMC Remedy, JIRA Service Desk, CA Service Desk Manager, Microsoft Azure DevOps, Service Now Change Management, Atlassian JIRA, Service Now Problem Management, Service Now Service Desk, Dynatrace, New Relic, Microsoft Teams, Jira Confluence, Skype, Service Now, BMC Remedy, Bugzilla, CA Service Desk Manager, TeamViewer, Dameware Admin, BMC Remedy Asset Management, Service Now Asset Management, SQL, Power BI, Python Scripting, Power Automate Flows, Blue Prism
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager-Technical Product Support
MMGS
10.2019 - Current
Consultant
Sonata Software
12.2011 - 10.2019
Software Developer
BEarth and Spire India Pvt Limited
07.2009 - 11.2011
Bachelor of Technology - Electronics and Communication
UPTU
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