Ravneet Singh
Summary
Dynamic IT Service/Delivery Manager having Experience 9+ with a proven track record at Public Health Ontario, enhancing ITSM processes and governance for optimal service delivery. Excelled in Incident, Problem, and Change Management, leveraging ITSM tools like Service Now .Demonstrated leadership in continuous service improvement and stakeholder management, with a knack for analytical problem-solving and team management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Service/Delivery Manager
(PHO) Public Health Ontario
01.2023 - 11.2023
- Worked in Infrastructure Services to liaise with multiple units, domains, and vendors enabling delivery of high-quality services to business, end users by ensuring ITSM processes are in place within IMIT to meet business needs and objectives. Manage and design Processes, guidelines, and governance of processes and ensure proper implementation along with continual service improvements.
- Lead Incident Bridge Calls and/or technical multi-person chats, following the escalation path specified in the escalation policy when necessary, and identifying incidents that require additional attention or escalation.
- Work with technical teams to reduce the complexity of reporting, and ticketing tool models with improved data along with assisting them with required data models as per the project requirements.
- Chairs the IMIT Problem and Change Advisory Board documents post-incident recovery steps to establish Root causes, aids in Process improvements, identifies deviations to enable the creation of a Knowledge Base.Manages all IMIT change requests (RFCs) through the change lifecycle.
- Managed auditing of tickets, incident trends, team performance, and communication errors as per ITSM guidelines and shared improvement plans and feedback to the operations team to meet SLA’s, OLA’s and KPI’s & prepare and update new SOW’s, SOP’s, MOM’s, documents regarding new processes,
IT Senior Specialist
HCL Technologies
12.2020 - 11.2021
- Responsible for driving troubleshooting Incident Bridge calls also release notifications for Major/High priority outages and any service disruption in infrastructure (P1/P2/P3) in 24*7 business environment and act as a single point of contact, makes decisions on major outages to mitigate risks and ensure business continuity as quickly as possible.
- Update all the Outages and Incidents in KEDB and CMDB with respective CI’s along with Incident numbers for records and future references in PIR calls. Manage monitoring tools for outages: Service Now, Pager tools.
- Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs.
ITSM Manager
Ericsson Global NOC
02.2019 - 12.2020
- Lead and/or participate in Post Incident Review and Problem Management meetings with key stakeholders to review events and opportunities for ongoing improvements and coordinate the Problem Management investigations of critical Major Incidents utilizing technical and business resources.
- Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs & represents platform and provides input to local CABs & Participate in Enterprise CABs
- Maintained Service Level Agreement [SLA] monitoring, audit controls, reporting for the project. Drive governance around problem management to ensure that a problem ticket is opened, escalated, updated, and closed in a timely manner.& ensured all Severity 1 and 2 incidents have a relevant problem record created.
- Defines list of pre-authorized changes and ensures all relevant databases are updated accordingly in CMDB and responsible to conduct impact and risk analysis to help develop and execute the change management strategy and plan.
- · Manages the identifies, definition and formalization of service requirements and measurements via SLAs, OLAs and other relevant metrics, including reports and dashboards. Evaluates performance metrics against the defined KPIs and critical success factors.
Incident Manager
Wipro Infotech
03.2017 - 02.2019
- Responsible for monitoring global locations (50 Areas throughout India, Philippines, US, UK, Bulgaria) and multiple processes to ensure timely assignment and resolution of major outages/incidents reported to meet SLA's. Followed ITIL process and complete lifecycle designed in ITIL V3.
- Monitored the volume of Incidents, Incident resolution, pending Incidents, complaints, communications, and escalations and initiated major outages calls for all technical activities.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact and analyzed the Incident flow/volume, business impact, check the priority and severity of the issue and suggest appropriate action
Service Desk Engg L2 (Lead
Tata Consultancy Services (third Party)
08.2016 - 03.2017
- Initiated technical bridge calls for Critical and Majorservice disruptions (P1 & P2 Outages).& released notifications for the major outages accordingly along with SMS portal to the senior management and Client.
- Assign Desktop engineers for the reported issues either issues reported in-house or on-site &Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Maintained servers and systems to keep networks fully operational during peak periods & Patched software and installed new versions to eliminate security problems and protect data.
- Perform scheduled activities, release scheduled/maintenance/service distribution notifications for different applications to Business and Stake holders and provided SOP's.
Service Desk Engineer
Wipro Infotech(third Party)
09.2015 - 05.2016
- · Provided level 1 remote desktop support and perform other scheduled activities, release scheduled/maintenance/service distribution notifications for different applications to all users also routed problems to internal 2nd and 3rd level IT support staff/ teams.
- Worked as a Technical Help desk coordinator and assigned IT engineers, for the reported issues either issues reported in-house or on-site.
- · Escalate complex problems to appropriate support specialists. Troubleshoot client software and basic network connectivity problem along with SOP's to users for email configurations.
Education
MBA - Project Management
• Algoma University, Canada
06-2022
Bachelor of Technology - Electrical, Electronics And Communications Engineering
WCTM Gurgaon, Maharishi Dayanand University
Rohtak06-2014
Skills
Incident Management, Problem Management, Change Management, Capacity Management, Availability Management, Catalog Management, IT Service Management, Continuous Service Improvement, Relationship Management, Stakeholder Management, IT Governance, Vendor Management, Service Delivery, CMDB, SLA’s, KPI’s, Service Management, Reporting
Technical Skill set:
OSI/ TCP-IP layers, Network Topology, Networking, Servers, Databases
Soft Skills:
Strong problem solving, Analytical, Time management, People Management, Active listener, Leadership, Adaptability, Decision-making, Team management
Software/Tools
ITSM, BMC Remedy, JIRA, Service Now, MS Office, MS Teams, MS Power point, MS Excel, MS Visio, MS Project, Power BI
Certification
- ITIL certified V4
Timeline
IT Service/Delivery Manager
(PHO) Public Health Ontario
01.2023 - 11.2023
IT Senior Specialist
HCL Technologies
12.2020 - 11.2021
ITSM Manager
Ericsson Global NOC
02.2019 - 12.2020
Incident Manager
Wipro Infotech
03.2017 - 02.2019
Service Desk Engg L2 (Lead
Tata Consultancy Services (third Party)
08.2016 - 03.2017
Service Desk Engineer
Wipro Infotech(third Party)
09.2015 - 05.2016
- ITIL certified V4
MBA - Project Management
• Algoma University, Canada
Bachelor of Technology - Electrical, Electronics And Communications Engineering
WCTM Gurgaon, Maharishi Dayanand University
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