Cricket
PRATEEK SRIVASTAV
Senior Delivery And Operations Manager
Noida
Summary
Enterprise wide Support Center Manager with 10 years of Team Lead/Managerial experience focusing on customer service and process improvement. Demonstrated leadership managing a team of local and remote technicians with a turnover rate of less than 3% over 4 years. Proven track record working with administrators, developers, senior management, and department heads to assess and improve support policies and procedures. -Experienced in instituting procedures that save time, reduce costs, and streamline the support process. -Strong focus on customer problem resolution and service recovery. oversee Steady State Delivery, Transition, Transformation and Project Management Implementing governance and process and building a relationship with client management team to deliver service as contracted. Result driven professional covering Service Support & Service Delivery in IT infrastructure system. An ITIL V4 foundation certified service management professional with extensive subject matter expertise in IT infrastructure management. Contributes in the determination of project scope, resource requirements, skill requirements, project milestones, budgets, and risks. Power BI certified with hands-on experience in transforming the data to meaningful dynamic dashboards. PMP Trained with good experience in handling internal technical projects.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Senior Service Delivery Manager
HCL Technologies
Noida
01.2022 - Current
- Managing the DWP - End User Services (Active Directory, Work station management, Messaging, VDI, field services,Remote desktop support and Global access management)
- Vendor management and vendor relationship mangement.
- Dispatch management with client.
- Shift left, service improvement initiative, seamless service delivery.
- Conducted regular service reviews with clients, maintaining transparency and fostering long-term business partnerships.
- Coordinated high-profile events for clients, ensuring seamless execution from planning stages through post-event follow-up activities.
- Reduced client escalations through proactive communication and problem-solving strategies.
- Oversaw the successful launch of multiple projects, achieving on-time delivery while adhering to strict budget constraints.
Account Delivery Manager
NTT DATA Services Pvt. Ltd.
12.2015 - 01.2023
- Managing a desk of 260 skilled resources with different domain like level 1, level 1.5 ,VDI and Manual software install desk
- Developed & consistently applies Quality & Continuous Improvement Plans
- Developed strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication
- Created a working environment that is conducive to individual growth, high performance, is challenging and rewarding
- Once the deal is signed, work closely with the transition manager to ensure the right metrics are developed and implemented in each region affected
- Escalated major Account Delivery Management issues to higher Management with recommended solutions
- Developed & managed account service delivery plan
- Contributed to strategic account plan
- Responsible for managing the implementation and ongoing delivery performance of customized support services as defined within a Statement of Work (SOW) and DOU (Document of understanding)
- Understand and drive Profit & Loss on an engagement level
- Track and capture data/metrics
- Coordinate all relevant resources (internal/external partners)
- Prepare, lead, and manage operational account reviews
- Manage day-to-day operation and assume responsibility for all service levels to be delivered to customer
- Proactive escalation management
- Excellent team player
- Confident telephone manner
- Completed the RPA project for the account and made the desk cost efficient
- Successfully completed shifts left and made profit for the account
- Managed the part timer recourses.
Technical Sales Executive
Genexis Business Process Service
02.2015 - 11.2015
- Handled inbound calls from US and UK customers and providing required solution
- Assisted customers with contract renewals, transfer of services, quoted rates and enrolled new customers
- Received, screened, and resolved customer queries over phone
- Selling of security programs and antivirus
- Took payments over the phone assisted customers online to renew it
- Follow up customers through email.
Education
B.Tech - undefined
GBTU
Intermediate - undefined
CBSE
X Class - undefined
ICSE
Skills
- Operating System: Microsoft Windows Based, MAC OS & Linux
- ITSM environment (Incident, Request, Change & Problem Management)
- ITIL V4, PMI-PMP Trained, Agile Scrum, Risk Management
- Service Now Versions: Istanbul, Helsinki, Eureka, Jakarta
- SOM, OPAS V2, OPAS Explorer, Active Directory and Exchange Management Console
- Hardware - All Major Desktop, Server and Mobile platforms, Router, switches and Hubs
- McAfee Drive Encryption
- MDM console
- RSA Console
- Entrust Console
- SCM and LCM
- Office Suite - Excel, power point, Power BI
- Verint
- VDI - Citrix Console
- AWS - Console
- BT
- Salesforce
- Mainframe
- Pulse Secure (VPN)
- Cisco Finesse
- Calabrio
- Nucleus Command Center
Scrum and agile
Pareto analysis
Risk analysis
Personal Information
- Father's Name: Mr. PRADIP KUMAR SRIVASTAV
- Date of Birth: 02/11/92
- Gender: MALE
Extracurricular Activities
Active member of fun committee. Organized successful events at NTT DATA premises. Active member of ICS recreation group. Helped the organization in creating nano learnings.
Core Competency Skill
- Customer Satisfaction: Always act with the customer in mind.
- Personal Effectiveness: Listen, take ownership, grow, and learn.
- People Engagement: Provide direction, development, and inspiration.
- People Manager: Consistently putting service beliefs into action.
- Operational Effectiveness: Optimal resource utilization & cost effectiveness for the business.
- Creative & Innovative Approach: Source of ideas for effective results.
Disclaimer
I hereby declare that the above written are true to the best of my knowledge and brief.
Accomplishments
Have transitioned more than 6 accounts.
Handled desk of more than 200+ headcount.
Have worked with vendors and managed them for the field technician.
Have lead a team of field technician being offshore.
Automated process and workflow for the technician to increase the efficiency and save cost.
Certification
ITIL V4
Interests
Singing
Timeline
ITIL V4
05-2024
Prince2 Agile foundation
05-2024
Power BI
04-2023
Senior Service Delivery Manager
HCL Technologies
01.2022 - Current
Account Delivery Manager
NTT DATA Services Pvt. Ltd.
12.2015 - 01.2023
Technical Sales Executive
Genexis Business Process Service
02.2015 - 11.2015
B.Tech - undefined
GBTU
Intermediate - undefined
CBSE
X Class - undefined
ICSE
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