Summary
Overview
Work History
Education
Skills
Certification
Timeline
Training obtained by Wipro:-
Declaration
Strengths:
Rajiv Kumar Singh

Rajiv Kumar Singh

IT Operation Management
Patna

Summary

Results-driven IT Field Operations Manager with 6 years of experience managing field service teams and deploying IT infrastructure across multiple sites. Led cross-functional teams to optimize workflows and implement impactful solutions. Expertise in network systems, hardware/software troubleshooting, and client relationship management.

Overview

1
1
Certification
15
15
years of professional experience

Work History

IT Operations Manager – (Managing IT Field Ops PAN India)

Wipro Limited
08.2019 - Current
  • Provides leadership and supervision to all 38 team members of Field Ops, ensuring that appropriate skilled resources are in place to meet required service levels.
  • Provides technical support and guidance to Circle IT Leads as well as Central Field Support Team.
  • Monitor system performance and proactively address issues to minimize downtime.
  • Implement and enforce IT security policies and procedures to ensure compliance with company standards.
  • Prepare and help HOD to create IT budgets, forecasts, and cost control initiatives.
  • Identify opportunities for cost savings through process automation and vendor optimization.
  • Lead IT projects from initiation to completion, ensuring timely delivery and quality outcomes.
  • Collaborate with stakeholders to define project scope, timelines, and deliverables.
  • Recruit, train, and mentor IT staff to build a high-performing team.
  • Conduct performance reviews and set development goals for team members.
  • Coordinate with concern domain to create STO/STN/GRN/MRN for the asset movement thru P91 SAP server.
  • Coordinate with Dept. to create PR/PO to procure new devices or part replacement against the faulty units.
  • Monitor network connectivity across all JC offices to ensure zero downtime and uninterrupted operations
  • Performed periodic preventive maintenance of UPS systems and network devices across JC, DC, and Closed CMPs to ensure uninterrupted IT service delivery.
  • Maintained documentation of maintenance activities, device health reports, and service logs for audit and compliance purposes.
  • Managed SLA performance tracking using Excel-based dashboards and reports, ensuring service delivery met contractual obligations.
  • Analyzed incident and resolution data to identify trends and areas for improvement in field operations.
  • Prepared Monthly Business Review (MBR) presentations for customer meetings, highlighting key metrics, achievements, challenges, and action plans.
  • Collaborated with cross-functional teams to gather inputs and ensure accuracy and completeness of MBR content.
  • Presented MBR slides to customers and senior stakeholders, facilitating transparent communication and continuous improvement.
  • Project Name/Client – Reliance JIO
  • Strategic Planning & Leadership, Develop and implement IT operational strategies aligned with business goals. Exceptional analytical ability and talent for managing information.
  • IT Infrastructure Management
  • Field Service Operations
  • Incident Management
  • Vendor & Stakeholder Coordination
  • SLA Management
  • Team Leadership & Training
  • IT Asset Management & Cost Optimization
  • IT Budgeting/Procurement
  • Project Management
  • Network & Systems Administration.

IT Operations Circle Lead – Bihar & Jharkhand Circle

IMPACT INFOTECH PVT LTD (Authorized By Wipro)
10.2015 - 08.2019
  • Single point of contact for all IT infrastructure related issues/support of all Bihar and Jharkhand Circle locations (60 JIO Centers & 02 Distribute Centers (4500 + users’ database).
  • Handling HPSM tool of overall Technical calls / Service Desk Operation of BH & JH Circle.
  • Incidents management – Ensure to manage day-to-day incidents happens on site & make the operations Streamline ASAP with minimum outage /impact on provided services.
  • Problem Management - responsible to resolved root cause incidents. Preparing SOP’s of cause incident for better understanding.
  • SLA Management – Responsible to achieve the SLA defined with client 99.99% by ensuring 100% SLA adherence to maintain uptime in all domains.
  • Periodic review meetings with clients to ensure Service Quality levels to are as per SLA.
  • Review monthly customer feedback through Customer review exercise (CSAT)
  • Active Directory Administrators - Managed User Accounts/ Maintained and managed Domain Name Service/ Maintained user, group, and computer accounts/ Managed Group Policy Objects (GPOs) throughout the Active Directory (AD) / Created user ID's, roles, groups OU's etc.
  • Quarterly Review with JCM F2F thru MS Teams or visit to locations to ensure smooth IT Operations.
  • Closely work & Planning with HR & NHQ team on projection for assets availability in stock to allocate asset timely to new joiners.
  • Third Party WAN link replacement of all locations to JIO 4G link.
  • Valuable support for VIP users VC & Skype/ MS Lync Meeting.
  • Ensure of IT UPS PM Activity of All JC’s on real time & Action plan for same.
  • Developing & Analyzing different SOP’s for smooth IT operations
  • Project Name/Client –Reliance JIO

Sr.Tech Engineer

HSB INFOTECH PVT LTD
05.2015 - 10.2015
  • Successfully Rolled Out IT Infrastructure in 150 + Reliance JIO Offices across Bihar, Jharkhand and Orissa with zero issues.
  • Preparation of HOTO document & eventually taking signoff from customer post Go-Live.
  • Handling Roll Out Project Co-ordinators 15 members Team and Hand Holder Team up to 200 & more.
  • Handling of Escalated & Critical calls of all the Senior Users.
  • 100% achievement of SLAs as per the contractual agreement signed with the customer and no deviation recorded.
  • Prepare and perform operational reviews with clients & Vendors and strategic plan in order to implement the best tat and deliver the best result.
  • Installing & Configuring 2500+ Network Devices (Router & Switches 2900 Series, Cisco WAP/IP Phone) inside Jio Centers Office.

Sr. Field Engineer

IGATE Global Solution Ltd.
12.2012 - 01.2015
  • Installation, Configuration & Administration of Windows OS.
  • Installing & Monitoring Active Directory, DHCP and DNS servers.
  • Installation, Configuration & Maintenance of Cisco Routers and Switches.
  • Managing File Server, Proxy Server, Marimba Server, RADIUS Server.
  • Installation & Configuration of MS Outlook, Lotus Notes & Thunderbird.
  • Installing & configuring Lotus Mail on BLACKBERRY devices for VIP/Critical Users.
  • Asset & ticket Management over BMC Remedy applications
  • Maintaining of all SLA as defined by IT guideline and handling Incident.
  • Responsible for IT Support and maintenance of IT Infrastructure.
  • Ensure effective end-user support for all IT issues, and act as escalation point
  • Project Name – Reliance Communication

Customer Support Engineer

Kaizen Care Pvt Ltd.
10.2011 - 12.2012
  • Router & Switch Installation Configuration inside Client Offices.
  • Installed standard software on local machines to ensure system functionality.
  • Maintenance & PE Activity of Network devices.
  • Disassembled laptops and desktops for parts to reuse in repairs.
  • Configured routers and switches in client offices to establish reliable network connectivity.
  • Performed maintenance and preventive engineering activities on network devices to enhance operational reliability.
  • Project Name Wipro DNA (Across Bihar State)

Education

MCA - Information Technology

AISECT University, Jharkhand
01-2023
GPA: SGPA : 7.22

Bachelor of Science - Phy.

Magadh University Bodhgaya, Nawada
04.2001 -

GPA: 60.1%

H.S.C - Science

BSEB, Nawada
01-2007

GPA: 57.70%

S.S.C -

BSEB, ROH, Nawada
01-2005

GPA: 57.13%

Skills

Cisco Network Associate Certified [2018 ]

Network certification

IT infrastructure management

IT compliance

IT budgeting

IT project management

Network Operations Management

Certification

CCNA

Timeline

IT Operations Manager – (Managing IT Field Ops PAN India) - Wipro Limited
08.2019 - Current

CCNA

08-2018
IT Operations Circle Lead – Bihar & Jharkhand Circle - IMPACT INFOTECH PVT LTD (Authorized By Wipro)
10.2015 - 08.2019
Sr.Tech Engineer - HSB INFOTECH PVT LTD
05.2015 - 10.2015
Sr. Field Engineer - IGATE Global Solution Ltd.
12.2012 - 01.2015
Customer Support Engineer - Kaizen Care Pvt Ltd.
10.2011 - 12.2012
Magadh University Bodhgaya - Bachelor of Science, Phy.
04.2001 -
AISECT University - MCA, Information Technology
BSEB - H.S.C, Science
BSEB - S.S.C,

Training obtained by Wipro:-

  • Basics of Cloud Computing, Introduction to AWS
  • Networking and Security features
  • Soft Skill Training Program
  • Networking L1-Level, Win 2K3, 2K8 Server Administration.
  • GEN AI Vol1. , ITIL V4
  • Enhancing Customer Experience
  • Appreciated/Awarded by Central Team for Best IT Operations Performers award of year 2024-2025

Declaration

I hereby declare that the information furnished above is true to the best of my knowledge. Place: Patna Yours faithfully, {Rajiv Kumar Singh}

Strengths:

  • Ability to deal with people diplomatically.
  • Good Team work with positive approach.
  • I believe in sincerity and dedication in the execution of the work given to me.
Rajiv Kumar SinghIT Operation Management