NITIN JHINGRAN
Greater Noida
Summary
Looking for a challenging opportunity where I can effectively utilize my experience to achieve goals and to become a competent & dynamic professional working in an organization that places high value on professional growth for self-motivated individuals.
A Competent professional with over15 years of experience in Account Management. Specific experience in VISA Card Program, Time &Labor Management Enterprise Business Solution, Payroll services & SAAS based Bio-metric devices and applications. Expertise in Service Delivery attributes Team Handling & Management Enthusiastic person with good communication skills. Result oriented. Proficient in handling multiple tasks simultaneously in challenging environments. Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
5
5
years of professional experience
Work History
Assistant Service Delivery Manager
Vensure Employer Services
- Overall responsibility (and lead facilitator) for the delivery, management, and improvement of IT services to support the company's business and meet user needs, using a set of well-defined best practices (based on ITIL and ISO)
- Keep clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets, and leading the professionals responsible for getting services delivered to clients
- Carry out detailed planning and scheduling to ensure seamless delivery of the project as per the delivery matrix
- Define & create a delivery framework including life cycle, Industry-wide technical writing practices, delivery schedules and standards
- Assure observance of the process essentials and capturing/ isolating bottlenecks for the smooth working of the processes
- Assess risks and needs, recommend appropriate service offerings, and develop relevant action plans
- Constantly monitor and document recommendations formally via service delivery plan Including SLAs
- Ensure Service Level Agreements are met I exceeded while adhering to the Incident Management process, Problem Management process and Change Management process for Support services
- Streamline the Incident Management Process by establishing the Separation of Duties amongst Business Owners, Service Helpdesk, and different Technical Support teams
- Responsible for leading the development, implementation, sustainment & continuous improvement In IT Service Management processes
- Contribute directly to the strategy, development and quality of IT Service Management and the company's service delivery capability
- Activedriver in underlying operations process and Infrastructure, direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs) and compliance requirements
- Ensure customer requirements are met against their wish list, check the feasibility, create BRO and ensure required solutions are met
- The requests are categorized under New Change Request or New Feature Requests
- Create, monitor, and report on a comprehensive set of metrics and KPls based on the IT service deliverables and the agreements above
- Work in the management structure to provide thought leadership on ITIL process development, current position, roadmap & direction
- Prepare services reports for both client-facing communications as well as internal process improvement activities and work with internal stakeholders to identify and improve activities
- Create Purchase Orders for our Hardware Product which are the Biometric Time Clocks
- Demonstrate capabilities in managing client relationships, possesses a natural flair for building relations, customer service and achieve an optimum level of customer satisfaction
- Establishing healthy business relations with clients & external associates for securing repeat business & long-term customer loyalty and working towards solving their queries and complaints efficiently
- Ensuring the highest standard of customer satisfaction and quality service, developing new policies and procedures to improve based on customer feedback Accountable for resolving customer Issues, providing first time resolution, and handling escalated issues.
SME- Subject Matter Expert
IBM DAKSH
06.2007 - 08.2010
- Worked as Level-II for Bell Canada ISP process wherein we used to resolve internet modems and security software related issues, as well as handling team regarding there technical and operation related issues, and also accountable for providing process training to new agents.
FMS Engineer
Wipro Infotech
10.2005 - 06.2007
- Representing FME Wipro InfoTech for Max New York Life Co
- Ltd
- Engaged in Life Insurance, posted in Himalaya House Connaught Place, New Delhi Office
- Maintaining & Troubleshooting of System Software, Lotus Notes Client Mailing Application and Citrix Client S/W (ICA 32) in Domain
- Taking Backup of Servers, Maintenance of LAN, Desktop, and Laptop PC’s
- Responsible for Support in areas of MIS and System Development/Enhancement, Provide MIS Support for New Initiatives, Asset Inventory of New IT Products (Purchases and Dispatch to other Offices), Ensure Accuracy and Timeliness of Reports, Rework and Feedback to Process Owners.
Education
M.B.A. in IT -
Symbiosis
Bachelor of Arts - undefined
Rohilkhand University
Senior Secondary - undefined
U.P. Board
Diploma in Hardware and Networking Professional (JCHNP) - undefined
Jetking Institute
Diploma in Computer Application - undefined
Excellent Computer Institute
Skills
ITIL certified
Mobilenumber
+919999907721
Personal Information
- Father's Name: Mr. M.K Jhingran
- Date of Birth: 07/21/1983
- Marital Status: Married
Sports & Music
I am regualar Squash and cricket player and in my free time I devote my time to music and singing.
Timeline
SME- Subject Matter Expert
IBM DAKSH
06.2007 - 08.2010
FMS Engineer
Wipro Infotech
10.2005 - 06.2007
Assistant Service Delivery Manager
Vensure Employer Services
M.B.A. in IT -
Symbiosis
Bachelor of Arts - undefined
Rohilkhand University
Senior Secondary - undefined
U.P. Board
Diploma in Hardware and Networking Professional (JCHNP) - undefined
Jetking Institute
Diploma in Computer Application - undefined
Excellent Computer Institute
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