RANBIR SINGH BADWAL
Noida
Summary
Professional with 15 years of experience in managing large-scale IT service engagements, specializing in Service Delivery and Project Management. Demonstrated success in enhancing customer experience strategies that foster positive organizational culture. Proven ability to lead diverse teams, driving operational efficiency and achieving business objectives through strategic planning and innovative solutions. Veteran Program Manager with extensive business operations experience, skilled in overseeing projects from inception to completion.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior IT Consultant
HCL TECHNOLOGIES
Noida
09.2022 - Current
- Oversaw incident, change, and asset management processes to ensure operational efficiency and compliance.
- Conducted quality audits to evaluate standards adherence and identify improvement areas.
- Spearheaded cross-functional teams, enhancing IT process compliance and productivity.
- Developed corrective action plans to address non-compliance, driving continuous process enhancement.
- Facilitated client onboarding for smooth transitions and successful client journeys.
- Managed complex issue resolution across technologies using analytical skills.
- Provided regular project quality reports to senior management, highlighting insights for improvement.
- Coached direct reports to foster problem-solving capabilities and team development.
PROJECT/PROGRAM MANAGER
DELL TECHNOLOGIES
05.2018 - 08.2022
- Configured and customized the service management system to align with organizational requirements
- Performed system and integration testing to validate the effectiveness of the service management system
- Analyzed and designed service management processes using ITIL best practices and continuous improvement strategies
- Conducted daily operations calls to address incidents and changes promptly
- Developed SLA reports, KPIs, and trend analyses to drive performance improvement
- Created SOP documents and guidelines for streamlined daily operations and knowledge transfer
- Proactively communicated major maintenance and change activities to customers through flash notifications
- Led quality governance for projects and programs, ensuring adherence to standards and managing risks
- Took ownership of root cause analysis process in problem management, delivering thorough investigations and RCAs within SLAs
- Collaborated with customers in review meetings to discuss performance, SLA compliance, & identify improvement opportunities
- Liaised with AMS teams for patching, releases, upgrades & vulnerability management to ensure system security and stability
ACCOUNT RUN LEAD
DXC TECHNOLOGY
01.2017 - 04.2018
- Ensured consistent achievement of SLAs by monitoring operations and processes, and collaborating with delivery teams
- Acted as the primary interface for Service Excellence, facilitating effective communication between Delivery and Account teams
- Provided leadership and timely updates on account changes to ensure smooth operations and customer satisfaction
- Lead escalation and restoration processes, driving prompt issue resolution and addressing customer concerns
- Represented client in projects & technical planning meetings, fostering collaboration between PMO, delivery, & capability teams
- Participated in project meetings, ensuring comprehensive representation of ITO leveraged delivery teams and clients
- Engaged with leadership and management teams to address roadblocks and facilitate project progress
- Hosted daily standup calls with internal teams, vendors, and customers to enhance operational efficiency and collaboration
- Coordinated and executed small add-on hardware or OS client/account-initiated projects, following documented processes
BUSINESS PROCESS LEAD
TATA CONSULTANCY SERVICE
08.2013 - 12.2016
- Managed a team of 15 FTE to support event management and monitoring of applications and infrastructure, ensuring overall health and performance
- Created monitoring reports, dashboards, and alert thresholds to effectively assess and analyze the impact of alerts on the business
- Proactively engaged with delivery teams, business stakeholders, and technical teams to prioritize and resolve alerts, minimizing downtime and risks
- Facilitated post-incident review (PIR) calls to evaluate overall impact & RCA of incidents, driving continuous improvement
- Supported business change impacts by providing readiness guidance, implementing best practices, & ensuring smooth transitions
- Coordinated cross-departmental communication to streamline incident, problem, and change resolution processes, promoting effective collaboration and timely resolutions
CUSTOMER SERVICE ASSOCIATE
HSBC GSC
01.2006 - 12.2012
Education
PGDM -
AIMA under BIMS
01.2013
B.Com -
Andhra University
01.2006
Skills
- IT service management
- Risk management
- Service level agreements
- Process improvement
- Client onboarding
- Team leadership
- Infrastructure management
- IT change management
- Vendor management
- Cloud computing
- Strategic development
- Escalation handling
- Change management
- Customer success
- Client engagement
- Vendor relations
- Service improvement
- Quality control and compliance
- Troubleshooting and resolution
- Incident management
- Cross-functional collaboration
- Training and development
- People management
- ServiceNow expertise
- HPSM proficiency
- Microsoft Dynamics knowledge (SaaS)
- SEVONE monitoring
- NETBRAINS analytics
- ITIL best practices
Certification
- ITIL 4 Foundation certificate
- ITIL Intermediate SO and SD
- Prince 2 Agile Foundation & Practitioner
Skill Set
IT Service Management, Business Process Optimization, Risk Mitigation, Strategy Development, Escalation Management, Change Management Initiatives, Customer Success Management, Client Engagement, Vendor Management, Service Improvisation, Quality and Compliance Control, Troubleshooting, Incident Resolution, Cross-functional Collaboration, Training & Development, People Management, Service Now, HPSM, Microsoft Dynamics as SAAS, BSM Sites cope, HP open view, SEVONE, NETBRAINS, NIMSOFT CASOI
Key Career Highlights
- Served as In-charge for cross-functional services with FTE account of 150+, HCL Technologies
- Saved Total Cost of $224K through Resource Optimization & Planning, HCL Technologies
- Brought reduction in validation efforts by closure of child INC in synchronization with parent INC, HCL Technologies
- Accredited with 'Customer Hero Award' & was recognized for CE customer experience and creating value, Dell Technologies
- Partnered with a customer for migration from Service Now to Microsoft Dynamics ticketing tool, Dell Technologies
- Lead and delivered an E2E project for Onboarding of customers in Service Now Integration, Dell Technologies
- Spearheaded Client visits ICOE, to demonstrate E2E Service Management Lifecycle, Dell Technologies
Transition & Transformation
- Spearheaded end to end transition of Common Services from Legacy Operations to optimised scalable solutions , Improving efficiency and reducing Operating costs.
- Championed stakeholder management and communication strategies to align teams and drive adoption of new systems / processes.
- Delivered measurable improvements in Service Delivery , customer satisfaction and internal KPI's post transformation.
Timeline
Senior IT Consultant
HCL TECHNOLOGIES
09.2022 - Current
PROJECT/PROGRAM MANAGER
DELL TECHNOLOGIES
05.2018 - 08.2022
ACCOUNT RUN LEAD
DXC TECHNOLOGY
01.2017 - 04.2018
BUSINESS PROCESS LEAD
TATA CONSULTANCY SERVICE
08.2013 - 12.2016
CUSTOMER SERVICE ASSOCIATE
HSBC GSC
01.2006 - 12.2012
PGDM -
AIMA under BIMS
B.Com -
Andhra University
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