Summary
Overview
Work History
Education
Skills
Certification
Timeline
AssistantManager
Abhinav Shukla

Abhinav Shukla

Dy. Manager/ Sr. Specialist HCL Tech.
Lucknow

Summary

Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.

Overview

13
13
years of professional experience
1
1
year of post-secondary education
5
5
Certifications

Work History

Deputy Manager

HCL technologies Ltd
09.2020 - Current
  • Handling a team of 53 resources
  • Job Responsibilities within the team and outside
  • Created & maintained different contractual documents related to SLA, SLO & KPI, like SOW, MSA & Cost Case
  • Providing support to the new joiners to help them come up the learning curve as quickly as possible
  • Driving operational risk Events and Corrective action plan under/in assistance with Senior Management
  • Partnering with stakeholders for tasks such as Compliance, Operational Risk, Global Servicing Group and Technology to ensure timely and High-Quality resolution
  • In contact with Leadership to provide regular updates on and not limited to identification and escalation of risks & Issues
  • Supporting the Senior Management in driving the investigation of issues related to data flow among multiple technology systems with different owners and teams
  • Providing timely Coaching and Feedback based on the areas of opportunity observed
  • Develop a strategy for the team and the project
  • Managed Projects and tasks to successful completion on time, in budget and high quality
  • Have managed multiple priorities under pressure within deadline and took initiatives acting decisively
  • Worked on ServiceNow, also, worked with the ServiceNow development team to implement different features required by the clients
  • Heading the Automation team responsible for efficiency improvement & CSI (continual service improvement)
  • Detailed knowledge of Incident Lifecycle & Incident Management
  • Heading the SLA, SLO & KPI discussion with clients monthly.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Supervised and motivated 50+ staff employees.
  • Partnered with upper management in executing functional strategies and reporting capabilities.
  • Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.

Subject Matter Specialist

American Express
05.2016 - 04.2019
  • After an year got promoted as a Master Analyst and then served as a Trainer/SME(Subject matter Expert), till April 25th 2019.Handling projects in hand including the pilot batch of OGV(One GNA Voice)in the meantime.
  • Applied effective time management techniques to meet tight deadlines.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Developed strong communication and organizational skills through working on group projects.
  • Excellent communication skills, both verbal and written.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Monitored and tracked user progress to identify improvement opportunities.

Sr Team Lead

Indelible Teleservices Pvt.Ltd
02.2012 - 03.2016
  • From 19th July 2010
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Strengthened communication skills through regular interactions with others.
  • Resolved problems, improved operations and provided exceptional service.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Organized and detail-oriented with a strong work ethic.

Sr. Associate

Indelible Teleservices Pvt. Ltd.
01.2010 - 01.2011
  • Employee of the year with Indelible Teleservices (, )
  • Record sales target achieved in 2015 with Indelible Teleservices
  • Certificate of Excellence for 3rd quarter of 2016 in American Express
  • Handled 3 successful batches for training with American Express as SME/Trainer
  • Have handled teams with all the 3 organizations I have worked with and delivered results
  • Got promoted as Master analyst in September 2017 with American Express
  • Have been working as a Team Lead/Trainer from August 2018 with American Express handling a team of 27 resources
  • Was a part of the Transition team for successful Service Desk implementation.
  • Paid attention to detail while completing assignments.

Education

B.A -

Islamia Degree Collage Affiliated To Lucknow University

Intermediate - undefined

N.I.O.S Board, U.P Board

High School Diploma -

U.P. Board
01.2004 - 04.2005

Skills

    Decision-making capabilities

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Certification

ITIL V4Foundation:Introduction

Timeline

Deputy Manager

HCL technologies Ltd
09.2020 - Current

Subject Matter Specialist

American Express
05.2016 - 04.2019

Sr Team Lead

Indelible Teleservices Pvt.Ltd
02.2012 - 03.2016

Sr. Associate

Indelible Teleservices Pvt. Ltd.
01.2010 - 01.2011

High School Diploma -

U.P. Board
01.2004 - 04.2005

B.A -

Islamia Degree Collage Affiliated To Lucknow University

Intermediate - undefined

N.I.O.S Board, U.P Board

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Abhinav ShuklaDy. Manager/ Sr. Specialist HCL Tech.