Ramandeep Singh Pahwa
New Delhi
Summary
Dynamic and results-driven professional with 12 years of experience in IT Service Management, operations, process excellence, and client management. Skilled at identifying issues, developing innovative solutions, and driving change across cross-functional teams. Proven track record in customer and client-facing roles, establishing strong relationships with stakeholders, and supporting global contact center operations. Demonstrated ability to effectively manage vendor programs to ensure successful delivery and adherence to service level agreements (SLAs).
Overview
12
12
years of professional experience
2
2
Certification
Work History
Service Level Manager - ITSM
HCL Technologies Ltd.
02.2022 - Current
- Ensured successful delivery and SLA adherence. Improved SLA adherence by 15%.
- Collaborated with cross-functional teams, stakeholders, and vendors to identify process gaps and build solutions.
- Enabled SIAM governance with customer's suppliers in managing operations and process excellence.
- Designed, launched, and optimized operational workflows in collaboration with clients and suppliers.
- Championed process automation initiatives that resulted in reduced manual effort and faster resolution times for customers.
Process Lead - ITSM
Teleperformance D.I.B.S.
02.2018 - 02.2022
- Managed team activities with continuous improvement in service delivery.
- Built strong relationships with stakeholders and clients.
- Demonstrated leadership skills in a 24x7 environment.
- Managed teams effectively, fostering an environment of open communication and collaboration for better overall performance.
- Acted as an escalation point and managed end-to-end process activities.
Assistant Team Lead - ITSM
Teleperformance D.I.B.S.
02.2017 - 01.2018
- Supported a team of 30 resources to achieve SLAs and operational goals.
- Drove improvements and provided support in training, quality review, and project expansion.
- Led successful project transitions and managed end-to-end activities.
- Coordinated weekly meetings for internal and external groups.
- Built strong relationships with customers through positive attitude and attentive response.
Major Incident Manager
Teleperformance D.I.B.S.
05.2015 - 01.2017
- Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
Incident Manager
Teleperformance D.I.B.S.
04.2013 - 04.2015
- Achieved 100% CSAT results on all incidents.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
Education
Bachelors - Commerce
Delhi University
New Delhi, India01-2013
Senior Secondary -
Guru Harkrishan Public School
New Delhi, India01-2007
High Secondary -
Guru Harkrishan Public School
New Delhi, India01-2005
Skills
- Excellent communication
- Service level management
- Exceptional Leadership
- Supplier management
- Process improvement
- Stakeholder management
- Problem Solving
- Solution Development
- Analytical thinking
- Critical Incident management
Certification
- Service Integration and Management, SIAM Foundation, 2023.
- Information Technology Infrastructure Library, ITIL v4 Foundation, 2021.
Accomplishments
- Awarded 2 times outstanding performance award by HCL client – Primark in 2023 and 2024.
- Awarded 3 times Best Team Lead award by Teleperformance for Equifax Project, 2018, 2019 and 2021.
Training and Courses
- Certified System Administrator, ServiceNow, 2024.
- Managers Program, HCL, 2022.
- Lean Six Sigma, LSS – Yellow Belt, 2022.
- Lean Six Sigma, LSS – White Belt, 2020.
- Lead Program (JUMP), Teleperformance, 2017.
- Quality Program (SOAR), Teleperformance, 2017.
Tools
- ITSM tools - ServiceNow, Maximo, RightNow, Cherwell, JIRA.
- Communication tools - G-Suite, MS-office (all versions).
- Administrative tools - CMS, Avaya Monitoring, Verint, Nice.
- Alerts and Monitoring tools - PagerDuty, Datadog, Apica alerts, Status-Pages.
Languages
English
Hindi
Punjabi
Timeline
Service Level Manager - ITSM
HCL Technologies Ltd.
02.2022 - Current
Process Lead - ITSM
Teleperformance D.I.B.S.
02.2018 - 02.2022
Assistant Team Lead - ITSM
Teleperformance D.I.B.S.
02.2017 - 01.2018
Major Incident Manager
Teleperformance D.I.B.S.
05.2015 - 01.2017
Incident Manager
Teleperformance D.I.B.S.
04.2013 - 04.2015
- Service Integration and Management, SIAM Foundation, 2023.
- Information Technology Infrastructure Library, ITIL v4 Foundation, 2021.
Bachelors - Commerce
Delhi University
Senior Secondary -
Guru Harkrishan Public School
High Secondary -
Guru Harkrishan Public School
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