Summary
Overview
Work History
Education
Skills
Location
Personal Information
Languages
Awards
Hobbies and Interests
References
Certification
Languages
Timeline
Generic

Sandip Shah

Mumbai & Pune

Summary

I am an IT professional working in Tata Consultancy Services (TCS) for over 9 years. I have specialized in ITIL Functions with an extensive experience in Service Delivery working with multiple clients over a tenure of 7.5 years. I have an advanced and deep dive knowledge on core ITIL modules with a comprehensive experience in Incident Management, Major Incident Management, Problem Management, Change Management. I have been working in overall IT Service Delivery since 2017 with an acute responsibility over IT BAU deliverables, major IT projects (for policy, customer & product data-migration) deliverables to clients & handling programme transitions for renowned Insurance organizations across UK.

My experience has mostly been around Insurance Domain where I have worked with UK region-based market leaders like Aviva, Phoenix Group, M&G , Railpen & Scottish Widows (subsidiary to Lloyds Banking Group) specialized in Life and Pensions Industry.

Over the years, I have also accumulated experience in Business Corporate incidents with a very useful knowledge on Business Back Office and Contact Centre processes along with the IT services provided to them, for which I have been directly accountable. As a quick learner, I have amassed sufficient IT technical knowledge accounting to a reliable delivery of services to our clients. Years and years of incident handling experience has enriched my IT knowledge to a great extent.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Business Process Lead (Service Management)

Microsoft (TCS)
Pune
08.2023 - Current
  • Driving incidents to resolution thus maintaining BAU
  • Dealing & Handling discussions with clients and business stake holders from get go of an issue till resolution
  • Ensuring DR (Data Recovery), Security Breach, BCP (Business Continuity Plan) is contained and maintained
  • Handling Escalation as a sole lead and avoid any possible business impact
  • Involving correct resolver teams or right party contact to immediate the resolution on incidents
  • Through incident investigation & discussion highlight process/knowledge gap and fill it with right appropriate information or approach
  • Handling incident (Normal/Escalation/Major) issues over issues via Teams Bridge call or ICM ticket portal
  • Handling VIP incidents with priority and given ETA
  • Entertaining escalated (Sup) Calls as a single point of contact across whole process (Onshore+Offshore)
  • Provide support to both internal & external users with RCA or any other priority incidents
  • Knowledge transfer of process to new joiners.(Incident Management)
  • Initiating/Attending Client Briefing, Teams Meeting ,Conference Calls
  • Working with multiple stakeholders with precise information avoiding any breaches
  • Working on Virtual Platform - Citrix.

Business Process Lead (Service Management)

Diligenta Process ( TCS )
Pune
11.2017 - 08.2023
  • Driving incidents to resolution thus maintaining BAU
  • Dealing & Handling discussions with clients and business stake holders from get go of an issue till resolution
  • Ensuring DR (Data Recovery), Security Breach, BCP (Business Continuity Plan) is contained and maintained
  • Handling Escalation as a sole lead and avoid any possible business impact
  • Involving correct resolver teams or right party contact to immediate the resolution on incidents
  • Through incident investigation & discussion highlight process/knowledge gap and fill it with right appropriate information or approach
  • Handling incident (Normal/Escalation/Major) issues over email, or Chat platform such as Outlook, Cisco Jabber or call outs
  • Handling VIP incidents with priority and given ETA
  • Entertaining escalated (Sup) Calls as a single point of contact across whole process (Onshore+Offshore)
  • Provide support to both internal & external users with RCA or any other priority incidents
  • Knowledge transfer of process to new joiners.(Incident Management)
  • Initiating/Attending Client Briefing, WebEx ,Conference Calls
  • Working for multiple clients with precise information avoiding any breaches
  • Working on Virtual Platform - Citrix.

Project Associate (PMO)

The Norway Bank (DNB) - (TCS)
Pune
01.2017 - 11.2017
  • Knowledge transfer of process to suitable associates
  • Incident Management Attending Client Briefing/Call
  • Process pay out and account pooling as per WON/SWON
  • Visa processing throughout process
  • Streamlined the process for smooth work experiences
  • (Advising best practices) Met Monthly Quality Target
  • People Management
  • (Hosting Fun activities, events, Group Meeting on floor) Team Building with good comfortable working environment
  • Tailor made reports as per process requirements
  • Making & updating process detailed guidelines/SOP’s
  • (Simplest understanding format)

Quality Assurance (QA)

Citibank (TATA CONSULTANCY SERVICE)
Mumbai
04.2015 - 12.2016
  • Meeting Daily Productivity
  • Attending Client Briefing/Call
  • Met Monthly Quality Target
  • People Management
  • Team Building with good comfortable working environment.

Team Lead

Vodafone (TECH MAHINDRA SERVICES)
Mumbai
08.2014 - 03.2015
  • Managing team quality performance based on the calls with customers on their queries with Vodafone Tele-communication Services
  • Team Briefing and SLA checks with appropriate feedback and appreciation
  • Handled Escalation calls from customers as well handling client business meetings
  • People Management on KPI's and strategizing on target achieving skills
  • Training/Process knowledge transfer and regular team skills development & fun activities
  • Meeting the Monthly Quality Target with excellence.

Team Lead

HTC Service (Stream Global Service)
Mumbai
07.2013 - 03.2014
  • Responsible for maintaining day to day operations with Quality Target achieved
  • Take responsibilities of evenly distributing tasks derived through goal setting
  • Providing point information on individual team members performance & appropriate feedback
  • Meeting daily service level Agreement & quality
  • Achieving all targets with due recognition.

Team Lead

Microsoft (Stream Global Service)
Mumbai
08.2012 - 06.2013
  • Responsible for maintaining day to day operations with Quality Target achieved
  • Take responsibilities of evenly distributing tasks derived through goal setting
  • Providing point information on individual team members performance & appropriate feedback
  • Meeting daily service level Agreement & quality
  • Achieving all targets with due recognition.

Senior Customer Service/Tech. Support Advisor (Sr. CSA)

Optus Telecom (First Source Solutions)
Mumbai
12.2011 - 06.2012
  • Acting Lead Handling customers on their queries for their postpaid Optus service
  • Handling the higher escalation calls
  • Take Responsibility of entire floor as One-Up
  • Meet in daily service level and Answering level
  • Meeting floor AHT & SLA
  • Team Management.

Customer Service /Financial Advisor (CSA)

Lloyds Bank Collections (First Source Solutions)
Mumbai
06.2010 - 12.2011
  • Handling customer for Credit Card Queries/Debt Calls
  • Understanding the difficulties of customer non-payment & solve their queries
  • Motivating existing customers to use Payment program plans
  • Achieving all types of targets
  • Handling the team as acting lead
  • Conducting Team briefing and client conference meeting.

Education

ITILv4 certificate -

Online course, Novel Vista Learning Solution
09.2023

Bachelor of Commerce - COMMERCE

Mumbai University
10-2016

3yrs Diploma -

3D Animation – Maximus Institute – Autodesk
01.2006

HSC(Commerce) -

Robert Money High School (Private)
01.2003

Secondary School -

ST.Francis High School
01.2001

Skills

  • Leadership Skills
  • Excellent communication skills
  • Adept Computer knowledge
  • Teamwork
  • Problem solving
  • Escalation handling ability
  • Interpersonal skills
  • Decision making
  • Business Analysis
  • Service Management
  • ITIL
  • Service Delivery
  • Major Incident Manager

Location

  • Mumbai
  • Pune

Personal Information

  • Date of Birth: 12/18/1985
  • Gender: Male
  • Nationality: Indian

Languages

  • English (proficient)
  • Hindi
  • Gujarati

Awards

Have received Several Star/Top performance Awards and Recognitions from both process & clients throughout my work experiences. 

Hobbies and Interests

  • Reading (anything that is worth/choice)
  • Online Gaming
  • Swimming
  • Watching Movies
  • Conversationalist
  • MsPaint Drawing

References

Provided upon request.

Certification

  • ITIL V4 CERTIFIED

Languages

Gujarati
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Timeline

Business Process Lead (Service Management)

Microsoft (TCS)
08.2023 - Current

Business Process Lead (Service Management)

Diligenta Process ( TCS )
11.2017 - 08.2023

Project Associate (PMO)

The Norway Bank (DNB) - (TCS)
01.2017 - 11.2017

Quality Assurance (QA)

Citibank (TATA CONSULTANCY SERVICE)
04.2015 - 12.2016

Team Lead

Vodafone (TECH MAHINDRA SERVICES)
08.2014 - 03.2015

Team Lead

HTC Service (Stream Global Service)
07.2013 - 03.2014

Team Lead

Microsoft (Stream Global Service)
08.2012 - 06.2013

Senior Customer Service/Tech. Support Advisor (Sr. CSA)

Optus Telecom (First Source Solutions)
12.2011 - 06.2012

Customer Service /Financial Advisor (CSA)

Lloyds Bank Collections (First Source Solutions)
06.2010 - 12.2011

ITILv4 certificate -

Online course, Novel Vista Learning Solution

Bachelor of Commerce - COMMERCE

Mumbai University

3yrs Diploma -

3D Animation – Maximus Institute – Autodesk

HSC(Commerce) -

Robert Money High School (Private)

Secondary School -

ST.Francis High School

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Sandip Shah