PRAKHAR JAIN
Bhiwadi
Summary
As an associate service delivery manager at phData, a leading cloud and data engineering company, collaborate with cross-functional teams, customers, and partners to ensure high-quality service and customer satisfaction.
have a bachelor's degree in Humanities/Humanistic Studies from Delhi University, which has helped develop critical thinking, decision-making, and problem-solving skills. am skilled in ITIL, Lean Six Sigma, and Incident Management, and have earned multiple certifications from LinkedIn in these areas. Passionate about improving processes, enhancing communication, and facilitating innovation. Aim to leverage experience and skills to support phData's growth and vision.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Associate Service Delivery Manager
phData
03.2023 - Current
- Define and deliver projects with significant complexity that have broad cross-organizational, global, and technological impact.
- Conduct effective Change Management process, including maintaining changes in calendar for multiple customers and sending proper communication/updates.
- Prepare and maintain detailed service plan that aligns with customer events and review readiness to deliver services.
- Create/maintain weekly/monthly customer status reports and work on day-day reporting.
- Track and ensure SLA metrics are in place for all internal/customer tickets (incidents/work orders/tasks).
- Follow up with team members on customer access, training, etc.
- Facilitate team and client meetings effectively.
- Review existing delivery processes and identify gaps to increase efficiencies.
- Ensuring coordination and effective communication during minor/major incidents between technical teams, end-users, and customer stakeholders through resolution, root cause analysis, and remediation.
- Demonstrate excellent judgment and partnership while driving executive-level escalation.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
- Coordinated communication to impact scope, budget, risk and resources.
- Facilitated completion of deliveries and verified documentation.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Supervised operations of 24-hour customer service engineers staffed by 40 team members
Major Incident Manager
T.C.S Client Kenvue
12.2022 - 03.2023
- Manage flow of day-to-day operations from Incident Management (IM) and Major Incident Management Manage P1 and P2 Incidents and ensures downtime to Plant Floor and critical business lines due to IT issue is as minimal as possible
- Liaise with appropriate stakeholders to resolve issues related to IT Infrastructure and Applications
- Scheduling/ chairing technical and management call bridges to facilitate communication between various technical teams and senior client managers
- Manage IM process performance against Key Performance Indicators (KPIs) and Service Level Agreements report progress regularly, and implement recovery plans to address non-achievement of targets
- Track and review various IM reports including Aging analysis, ticket hoping analysis, neglected incidents, various management reports,
- Conduct/ facilitate Incident and Major Incident process training for all IT team members in account
- Share feedback from client to another relevant delivery team, and stakeholders related to IM, and MIM process changes
- Work closely with other ITIL process Team Leads for improvement in services provided to client i.e., Change Management, Problem Management, Knowledge Management
- Analyses of Incidents in domain, and work with Incident coordinators / SPM / SDM in domain to drive trend downwards through Incidents Governance as per SIAM Obligations and Quality guidelines
- Incidents Governance as per SIAM Obligations and Quality guidelines
- Analyses of aging Incidents and ensure that Incident Coordinators drive weekly BMI (backlog management index) toward 100 % .
- Developed highly effective incident response team and trained extensively in preparation for possible events
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Assessed incident priority based upon impact to business and escalated issues as necessary
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Conducted post-resolution reviews with team members.
- Provided immediate emergency response and incident management.
- Developed and coordinated response processes.
- Used servicenow to develop spreadsheets, reports and tracking systems.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Coordinated secure system access of users to various department systems and platforms.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
Site Reliability Lead
T.C.S Client Bayer AG
07.2022 - 12.2022
- Managing services for all stakeholders using power interest grid
- Delegation of work in team using Johore window model
- Managing scrum meetings as scrum master
- Using DMAIC approach of lean six sigma to improve services
- Collaboration with development and operation team in reviewing SDLC process
- Managing quality and compliance of services as per ITIL process
- Resolved problems, improved operations and provided exceptional service
- Demonstrated leadership skills in managing projects from concept to completion
- Developed and maintained courteous and effective working relationships
- Worked flexible hours across night, weekend and holiday shifts
- Excellent communication skills, both verbal and written
- Worked effectively in fast-paced environments
- Recorded daily events and activities in site diary to evaluate process and improve productivity.
- Created work schedules and adjusted as needed to meet project deadlines and keep shifts properly staffed.
- Trained and guided onsite and offshore team members in quality assurance standards, policies and procedures.
- Developed SOPs and change controls, maintenance and operations.
Shift Lead
T.C.S Client -Manulife Financial Corporation
12.2021 - 06.2022
- Team Management, Queue Management, Process improvement, Delegation, Managing scrum meeting
- Met schedule using excellent planning and coordination skills
- Created plans and communicated deadlines to complete projects on time
- Trained and mentored employees to maximize team performance
- Optimized team training and staff development
- Actively listened to customers to fully understand requests and address concerns.
- Kept employees operating productively and working on task to meet business and customer needs
- Trained and mentored new employees to maximize team performance
- Trained and mentored new employees to maximize team performance.
- Responded to and resolved customer questions and concerns.
Senior Process Associate
T.C.S Client (JLR )
09.2018 - 12.2021
- User experience and service improvement as Call Quality Lead
- Worked as Major Incident Coordinating Officer in Infrastructure Services (ISD) Helpdesk for B2B Plant floor Manufacturing units of JLR in different locations in Slovakia, United Kingdom, Australia, United States
- Managed bridge calls, Daily Service status Calls, and P1/P2 incidents as MIM
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations
- Identified and resolved process issues to drive optimal workflow and business growth
- Monitored and reported on process performance to verify compliance with established standards
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs
- Conducted training and applied change management to achieve desired outcomes
- Met month-end reporting objectives and deadlines.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
Process Associate
T.C.S Client Mashreq Bank
07.2018 - 09.2018
- Managed Inward remittances of 50 customers per day and pensions monitoring of senior citizens for one of leading banks in Dubai
- Measured processes organization-wide, identifying delays, obstructions, and weaknesses.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Identified and resolved process issues to drive optimal workflow and business growth
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
Education
Bachelor of Arts - Humanities
Shyam Lal Collage
Delhi 12th Higher Secondary - Humanities
Green Fields Public School
New Delhi 10th - Social Science
Greenfields Public School
New Delhi Skills
- Client relationship management
- Active listening and communication
- Service desk oversight
- Operations support
- Proficient in Service now
- Proficient in BMC Remedy
- Proficient in Jira Service Management
- Training and coaching
- Client needs assessments
- Documentation
- Continuous Improvement
- Project Management
- Customer Satisfaction
- Risk Assessment
Certification
- Lean Six Sigma Green Belt Training & Certification (Includes Yellow Belt) (Accredited)
- Business Analysis & Process Management
- Foundations of Project Management
- Project Initiation: Starting a Successful Project
- ITIL Foundation
- Quality Management Systems (QMS) Certified Professional Auditor Training | ISO 9001:2015
- Lean Six Sigma White Belt Certification (Accredited)
- Verified International Academic Qualifications - World Education Services
- Begin with Workspace: Essentials - Google
- Project Management Foundations: Communication
- Collaborating with Microsoft 365
- Managing Project Stakeholders
Timeline
Associate Service Delivery Manager
phData
03.2023 - Current
Major Incident Manager
T.C.S Client Kenvue
12.2022 - 03.2023
Site Reliability Lead
T.C.S Client Bayer AG
07.2022 - 12.2022
Shift Lead
T.C.S Client -Manulife Financial Corporation
12.2021 - 06.2022
Senior Process Associate
T.C.S Client (JLR )
09.2018 - 12.2021
Process Associate
T.C.S Client Mashreq Bank
07.2018 - 09.2018
Bachelor of Arts - Humanities
Shyam Lal Collage
12th Higher Secondary - Humanities
Green Fields Public School
10th - Social Science
Greenfields Public School
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