Nitin Nigam
Pune
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
5
5
Certification
Work History
Sr. Operations Consultant
Allscripts India LLP
09.2016 - Current
- Streamlined operational processes by identifying inefficiencies and implementing targeted solutions.
- Enhanced team productivity by introducing effective communication channels and collaborative tools.
- Reduced operational costs with strategic budget planning and resource allocation.
- Boosted client satisfaction, consistently managing expectations through transparent communication and timely project delivery.
- Developed comprehensive training programs to cultivate a skilled workforce and promote continuous professional growth.
- Improved overall efficiency, optimizing workflow processes and integrating innovative technologies for seamless operations.
- Spearheaded cross-functional teams to deliver high-quality results within tight deadlines.
- Established performance metrics to measure success, driving data-driven decision-making across the organization.
- Championed organizational change initiatives, fostering a culture of continuous improvement and innovation.
- Formulated risk mitigation strategies, proactively addressing potential challenges before they escalated into larger issues.
- Implemented best practices in operations management for increased effectiveness and streamlined workflows.
- Designed robust process documentation, enabling seamless knowledge transfer between team members during transitions or onboarding new hires.
- Inspired employee engagement through regular feedback sessions, recognition programs, and team-building activities.
- Conducted comprehensive audits for regulatory compliance adherence while minimizing risks associated with non-compliance penalties.
- Implemented processes and procedures to improve overall efficiency in operations.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Mitigated business risks by working closely with staff members and assessing performance.
- Raised property accuracy and accountability by creating new automated tracking method.
- Enhanced system performance by optimizing ServiceNow configurations and customizations.
- Reduced service disruptions by proactively monitoring, diagnosing, and resolving incidents.
- Streamlined IT service delivery with the implementation of ServiceNow best practices.
- Collaborated with cross-functional teams to develop efficient workflows for incident management.
- Improved end-user satisfaction by providing timely and accurate support for ServiceNow-related issues.
- Maintained up-to-date knowledge of ServiceNow platform enhancements and applied them to improve business processes.
- Increased team productivity by creating custom dashboards, reports, and performance metrics in ServiceNow.
- Developed comprehensive documentation for ServiceNow administration tasks, streamlining future maintenance efforts.
- Ensured data integrity by developing robust data validation rules within the ServiceNow platform.
- Assisted in successful system upgrades by conducting thorough testing and addressing potential compatibility issues in a timely manner.
- Played an instrumental role in migrating legacy systems to the ServiceNow platform while minimizing downtime during transition periods.
- Trained end-users on how to effectively use ServiceNow features, resulting in increased adoption rates across departments.
- Designed user-friendly forms and interfaces within the platform, improving user experience and overall efficiency.
- Spearheaded initiatives aimed at improving ITIL compliance within the organization using the features offered by the ServiceNow platform.
- Contributed significantly towards continuous improvement projects through proactive identification of areas requiring process enhancement within the service management domain.
- Monitored system performance and responded to alerts.
- Recommended development of plans for systems development and operations.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Improved problem resolution times by implementing efficient tracking and monitoring systems.
- Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
- Streamlined communication between various departments, resulting in faster issue resolution and improved customer satisfaction.
- Developed and maintained a knowledge base of known issues, contributing to quicker diagnosis and resolution of reported problems.
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Managed high-priority incidents, ensuring timely resolution and minimizing business impact.
- Conducted regular reviews of resolved problems to identify areas for further improvement in processes or procedures.
- Oversaw post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.
- Implemented process automation tools to minimize manual intervention in the problem management lifecycle, increasing efficiency and accuracy.
- Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.
- Created detailed reports on problem management metrics, demonstrating process effectiveness and areas for further optimization.
- Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
- Maintained accurate records of all problems within the organization''s IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
- Led change management initiatives as part of the problem-resolution process, minimizing negative impacts on business operations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Acted as an escalation point for unresolved incidents, ensuring timely intervention and resolution of critical issues.
- Adapted quickly to changing project priorities and job specifications with analytical thinking and task prioritization skills.
- Collaborated with clients to target issues and uncover methods that would increase operational efficiency.
- Supervised client meetings to disseminate proper information and encourage participants to share ideas.
- Monitored corporate policies and procedures, ensuring compliance with federal regulations.
Subject Matter Expert
Virtusa India Pvt. Ltd
01.2015 - 09.2016
- Developed effective training materials for diverse audiences, resulting in improved skill sets and increased job satisfaction.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
- Provided thought leadership on industry-specific topics, establishing a reputation as an authority within the field.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Mentored junior team members, contributing to their professional growth and development.
- Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
- Improved workflow efficiency by developing standardized procedures for task management and resource allocation.
- Improved change management processes by analyzing current methods and implementing new strategies.
- Streamlined organizational changes with thorough analysis and consistent communication between departments.
- Minimized risk associated with organizational change through diligent risk assessment and mitigation planning.
- Evaluated the success of implemented changes by monitoring key performance indicators and adjusting strategies as needed.
- Collaborated with cross-functional teams to ensure seamless integration of new procedures and systems within the organization.
- Maintained clear documentation of all change processes, enabling easy reference for future projects or reviews.
- Facilitated stakeholder engagement throughout the change process, fostering open lines of communication and addressing concerns proactively.
- Managed multiple concurrent change initiatives, demonstrating excellent prioritization skills and adaptability under pressure.
- Contributed to a positive work environment by championing employee wellbeing during periods of significant organizational change.
- Improved incident response times by streamlining the analysis process and implementing efficient workflows.
- Reduced false positives in incident detection through thorough investigation and refined monitoring techniques.
- Increased overall system security by proactively identifying vulnerabilities and recommending appropriate remediation measures.
- Supported management decision-making with accurate and timely reporting on incident trends and patterns.
- Optimized alert triage methodology to focus resources on high-impact threats while minimizing impact on business operations.
- Implemented continuous improvement initiatives based on lessons learned from past incidents, driving down future occurrence rates.
- Investigated and resolved incidents of unauthorized access to sensitive information.
Subject Matter Expert
Serco One TeleServices Pvt. Ltd.
07.2012 - 09.2013
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
Customer Care Executive
Tech Mahindra Pvt.Ltd
11.2011 - 06.2012
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Streamlined customer support processes for improved call handling times and resolutions.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Increased repeat business, fostering strong relationships with clients through exceptional service delivery.
- Assisted in training new team members to ensure a high level of customer care expertise across the department.
- Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.
- Maintained and managed customer files and databases.
- Kept accurate records of all customer interactions and transactions.
Education
Bachelor of Engineering - Computer Science
Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bhopal Madhya Pradesh10.2010
Skills
- Process Improvement
- ITIL Framework
- Change Management
- Quality Assurance
- Problem Solving
- Performance Metrics
- Cross-functional Collaboration
- Incident Management
- Continuous Improvement
- Operational Excellence
- Root Cause Analysis
- Team Leadership
- Service Level Agreements
- Critical Thinking
- Compliance Understanding
- Customer Service Management
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of 15 in the development of ServiceNow Upgrades.
- Supervised team of 5 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Affiliations
Period: -19-Sep-2016 to till dateOrganization Details: Allscripts India Pvt.Ltd.Project: -Hosting Solutions/CDO/ SupportPeriod: -20-Jan-2015 to 14-Sep-2016Organization Details: Virtusa India Pvt.Ltd. Project: -O2A (Order to Activation), Manual TestingPeriod: -11-July-2012 to 25-Sep-2013Organization Details: Serco One Tele Services Pvt. Ltd. Project: - Vodafone Bulk ProcessPeriod: -15-Nov-2011 to 30-Jun-2012Organization Details: Tech Mahindra Pvt. Ltd. Project Name: Tata Photon ProcessOrganization Details: Tech Mahindra Pvt. Ltd. Project Name: Tikona Broadband Pvt.Ltd.
Certification
- ITIL® Intermediate Certificate in
IT Service Operation, Axelos - Dec-2017 - ITIL® Foundation Certificate in
IT Service Management Training ,Axelos- Jan-2015 - ITIL® Intermediate Certificate in
IT Service Transition, Axelos - Jan-2015 - EXIN BCS SIAM®Foundation, EXIN, Jun-2017
- ServiceNow Administrator, Dec - 2020
linkedin.com/in/nitin-nigam-304aa883
Looking to work with a reputable organization who acknowledges performance and provide opportunities for professional long-term career growth and encourage staff to improve skills and knowledge that help to meet work demand and expectations of organization.
Additional Information
Hobbies - Listening music Depends on mood.
Long Drive
Received multiple awards and Appreciations from the Organization and clients
Timeline
Sr. Operations Consultant
Allscripts India LLP
09.2016 - Current
Subject Matter Expert
Virtusa India Pvt. Ltd
01.2015 - 09.2016
Subject Matter Expert
Serco One TeleServices Pvt. Ltd.
07.2012 - 09.2013
Customer Care Executive
Tech Mahindra Pvt.Ltd
11.2011 - 06.2012
Bachelor of Engineering - Computer Science
Rajiv Gandhi Proudyogiki Vishwavidyalaya
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