Shridhar V Ingalagi

· Led cross-functional teams to execute strategic projects, ensuring collaboration and alignment with corporate goals.

· Managed and nurtured client relationshipsthrough regular updates, check-ins, and proactive communication.

· Assessed client needs and expectations, setting clear objectives for each consulting engagement.

· Developed and implemented innovative strategies that drove revenue growth and business expansion.

· Provided strategic recommendations to help clients navigate complex industry challenges.

· Identified operational inefficiencies and implemented targeted solutions to boost productivity.

· Delivered compelling presentations to stakeholders, clearly communicating objectives, progress, and results.

· Analyzed data to uncover trends and opportunities, driving process improvements within client organizations.

· Synthesized complex data into actionable insights via concise reports and dashboards to support decision-making.

· Streamlined internal processes to enhance team efficiency and improve project outcomes.

· Fostered a collaborative work environmentby enhancing communication among team members.

· Designed and delivered tailored training programs to upskill employees at all organizational levels.

· Conducted risk assessments and recommended measures to mitigate potential business impacts.

· Established project management best practices to ensure predictable and successful outcomes.

· Mentored and guided team members, monitoring performance and resolving issues to maintain high customer satisfaction.

• Worked with multiple clients as below:
• FRHI - Fairmount Raffles and Hotel International – Team size – 30 – Multilingual support
• Accor - Accor Group of Hotels - Team size – 30 – Multilingual support
• CCEP – Coco cola European company - Team size - 48 – Multilingual support
• AON – Transition
• BMI - Braas Monier Building Group - Team size 48 – Multilingual support
• FAIRVIEW – Health Care domain – L1 and L2 team size – Total 85 (only English language support)
• Validating Project Scope, Prepare Project Management Plan with multiple subsidiary project plans, Stake holder communication and engagement at different levels internal and external
• Established communication channels to organize, record and report all session covered for knowledge transfer, shadow and reverse shadow sessions.
• Review Statement of Work, Master Service Agreement and High-level design in the Pre Project phase to collect requirement and for understanding the scope of the project transition or migration
• Set up Project Kick off call with Project Manager and stakeholders to understand the key requirements, validating the scope of the transition and project requirement, timelines of the project deliverables
• Create Project initiation document (PID) which includes agreed scope of transition, stakeholder information and getting it approved from Project team
• Plan and adherence to the Project Plan (Initiation, Planning, Execution, Monitoring & Control and Closing) and getting it approved from Project team
• Initiate call with technical implementation team to understand the system requirement for the project (Tools, Application, Access, and SLA)
• Lead the service restoration team as part technical task force to focus on critical incident manager during crisis handling.
• Manage and enforced business controls, Audits, Security Controls.
• Train new joiners who are identified to manage changes from their teams and ensure all adhere to the process.
• Part of the Problem Management Team, dealing with assigning tickets to the correct resolver group or technical team, communicating with them to work towards resolution of the tickets within SLAs.
• Implementation of ITIL framework across support driving the efficiency and effectiveness of the Incident/Problem Management Process.
• Performed RCA (Root Cause Analysis) on the ticket, through constant communication with the RG.
• Made sure major incidents were addressed within SLA response and transmitted critical alerts for such incident.
• Monitored service levels, ensure accurate coding of tickets, processed reports, and interacted with the customers.
• Responsible for quality compliance of the project and key participant in ISO ITIL audits. Demonstrated track record of delivering all Service Transition Projects/Programs with best practice methodology managing risk, governance, quality assurance, issue resolution and reporting.
• Day-to-day transition planning & management (including escalations and issues and risk management)
• Conducting independent integrated project reviews covering both Onshore & Offshore to identify and highlight Delivery, Financial and Information security, compliance risks/issues.
• Co-ordinating & performing Milestone, Pre-Delivery Audits (PDA) on work products prior to milestone deliverable thus ensuring good product quality, customer trust and avoiding financial penalty.
• Did knowledge transfer from multiple projects including SOP creations.
• Worked transitioning clients from different geographies - EMEA, LATAM, APAC including US, Canada. Have done multiple Remote Transitions.

• Key Responsibilities: -
• Change Management & Incident Management
• Handling the Team Access Control as Team lead with following responsibilities
• Service Desk: One point contact between IT Department & the end-users of all the departments, log calls and thereby allow the calls to engineers & back-end Teams to closure the same through Remedy tool.
• Change Management: -
• Obtains authorization for submitted change requests from the Change Authority
• Identifies change requests that have not been acted upon in a timely manner and takes appropriate action
• Ensures that changes are communicated in a timely and adequate manner, create, and distribute Change management process
• Collect change assessment results and issues, Reject Change, Ready and present change Authorization Package
• Determine process relationships to other processes, Request Release Completion approval, define process policies, standards, and conceptual models, monitor change, authorize change, Assign change for implementation.
• Incident Management: -
• Respond to request for technical assistance
• Research reported incidents using available information resources
• Diagnose and resolve technical hardware and software issues
• Document all troubleshooting steps and resolution activities within the incident management tool
• Assign non-resolved incidents or service requests to the appropriate support team
• Stay current with system information, changes, and updates
• Adherence to schedule or compliance for attendance
• Active Directory
• Managing Active Directory & Exchange User accounts.
• Quality control of User Accounts Creation & Revocations.
• Management of Distribution Group and Security Groups & Generic IDs in AD.
• RSA token id enabling
• Resolving minor calls, like unlocking accounts Password management
• Trouble shooting in Outlook, MS-word, and Excel
• Trouble shooting in Basic Internet Settings and printer.
• Preparation of daily, weekly & monthly reports.