Shamsher Singh
Summary
Insightful IT Service Delivery Leader with over 16 years of total experience in managing and optimizing IT service delivery operations. Demonstrated success in leading large teams, driving service excellence, and implementing ITIL best practices. Adept at building strong client relationships, managing complex projects, and enhancing operational efficiency to deliver exceptional IT services.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
VICE PRESIDENT -Infra Service Delivery
CSC
12.2022 - Current
- Directed IT service delivery for a portfolio of enterprise operation users from 40 countries, managing a team of 50+ IT professionals.
- Creates objectives/strategies to reflect program vision and charter, working in partnership with cross-functional teams within client and customer from any number of enterprise divisions.
- Re-engineered Service delivery department with new staff process and systems to support growth initiatives
- Leads the establishment of metrics, key performance indicators and service level agreements for driving the performance of infrastructure service delivery
- Strong track record in Service management by defining and launching products that meet and exceed business objectives. Proven ability to influence cross-functional teams without formal authority
- A strong business acumen with digital mindset, also able to quickly grasp complex problems and situations, pull together teams / SME's, and develop strategies / plans or recover troubled complex projects or critical situations.
- Strong experience on cloud ecosystem (Azure, AWS and GCP), deep expertise in multiple cloud services, cloud infrastructure management and saas deployments.
- Led cross-functional teams for the successful completion of major projects, resulting in 30 % improvement in service delivery performance.
- Strong experience on Collaboration platform (O365 cloud platform) and exposer of deploying multiple applications within this platform like, Exchange online, teams, SharePoint online.
- On Agile having knowledge of Business-Based Development, Agile Risk-Management, planning for Agile development & design, writing User stories & Iteration, Pair programming Test driven development, agile life cycle and Distributed Agile Development.
- Manage cost, budget and forecasting for the services. Performing functional and detailed design analysis, and responsible for developing guidelines, standards, and implementations of cloud solution.
Assistant Vice President -Service Delivery
CSC
11.2019 - 12.2022
- Lead the IT Service delivery function for a global organization, overseeing a team of 30+ Automation professionals.
- Creating product road map, prioritizing feature request and translate to product requirements.
- Being face of customer, identifying customer pain points and translating them to business requirements and initiatives
- Successfully led a global IT transformation project, resulting in a 20% reduction in operational costs and enhanced service capabilities.
- Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
TECHNOLOGY MANAGER -Automation
ANZ Banking Group
01.2017 - 10.2019
- Led a high performing team of cloud expert to achieve cloud adaptation using Azure services such as Azure AD, Backup, Azure identity access management and Api management.
- Performing functional and detailed design analysis, and responsible for developing guidelines, standards, and implementations of cloud solution
- Led implementation of Office 365 and Azure Active Directory for single sign on, authentication, authorization, and Azure Role-based Access Control (RBAC)
- Architecture experience designing and integrating solutions with Microsoft SharePoint Server / Office 365, Experience developing O365 and Microsoft SharePoint Features, Add-Ins, Web Parts, and Display Templates
- Responsible for providing program facilitation through planning, organizing, coordinating, and monitoring implementation (Spulnk, LogRhythm and CA-APM) activities within the EMEA Region
- Experience of delivering support engagements with Agile execution models such as SCRUM
- ITIL-based Release Management and Incident Management functions across products - Change management, problem management, error analysis
- Excellent knowledge of waterfall, Agile and Dev ops methodologies.
SYSTEMS ANALYST
ANZ Banking Group
08.2014 - 12.2016
- Ensured constant communication of all types within the +support teams and cross-functional groups
- Strong problem solving, decision making, and ability to analyze and make recommendations for process improvement
- Use Dev-Ops tools like JIRA, Bamboo, Atlassian, Bitbucket for automation
- Adept on Linux platform, application troubleshooting, Log analysis and analytical thinking
- Track record of accomplishment and effectiveness between cross- functional organizations
- Diagnosed, troubleshot and resolved network and system problems
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
TECHNOLOGY ANALYST
Infosys Technologies Ltd
12.2007 - 08.2014
- Assisted with deployment issues by clarifying user questions and identifying problems, deconstructing into consumable sections and troubleshooting issues
- Worked with Application teams and data administration staff to enhance Database and application performance
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting
- Tested modified programs to check functionality and correct adverse impacts on programs or systems operations
- Supported technology design, testing and execution by providing research-based product and process knowledge.
SENIOR SYSTEMS ENGINEER
Infosys Technologies Ltd
06.2009 - 04.2011
- Have managed production support for multiple business critical applications
- Strong knowledge on production support operating models and roles Strong on Unix, C and Oracle PL/SQL, Server Architectures, Application Servers and Infrastructure
- Participated in all phases of system development life cycle, from requirements analysis through system implementation
- Wrote and maintained custom scripts to increase system efficiency and performance time
- Managed installation, upgrade and deployment projects and provided on-site direction during product implementation.
SYSTEMS ENGINEER
Infosys Limited
12.2007 - 08.2009
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients
- Strong knowledge on production support operating models and roles Strong on Unix, C and Oracle PL/SQL, Server Architectures, Application Servers and Infrastructure
- Participated in all phases of system development life cycle, from requirements analysis through system implementation
- Wrote and maintained custom scripts to increase system efficiency and performance time
- Managed installation, upgrade and deployment projects and provided on-site direction during product implementation.
Education
Bachelor of Computer Science -
Uttar Pradesh Technical University
Skills
Microsoft Azure Cloud Service Delivery
MS O365
MS Powerapps DevOps CI-CD Sharepoint Migrations
Cloud Security
Azure Active Directory
MS Endpoint Management Windows Autopilot
Python
Linux
IT Project Planning
Stakeholder Management
Risk Management
Budgeting
Microsoft Powerapps Automation and Performance Management
Oracle PL/SQL
CA-APM/New relic,Splunk Technical Consulting Application development and implementation
Agile Delivery
Team Leadership
Strategic Planning
Decision-Making
Process Improvement
Critical Thinking
Business Development
Staff Development
Complex Problem-Solving
Certification
Azure security Admin AZ500
Timeline
VICE PRESIDENT -Infra Service Delivery
CSC
12.2022 - Current
Assistant Vice President -Service Delivery
CSC
11.2019 - 12.2022
TECHNOLOGY MANAGER -Automation
ANZ Banking Group
01.2017 - 10.2019
SYSTEMS ANALYST
ANZ Banking Group
08.2014 - 12.2016
SENIOR SYSTEMS ENGINEER
Infosys Technologies Ltd
06.2009 - 04.2011
TECHNOLOGY ANALYST
Infosys Technologies Ltd
12.2007 - 08.2014
SYSTEMS ENGINEER
Infosys Limited
12.2007 - 08.2009
Bachelor of Computer Science -
Uttar Pradesh Technical University