Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Shubhanshu Yadav

Pune

Summary

Result-oriented professional with experience in operational management, focusing on cross-functional collaboration, service delivery management, and strategic plan implementation. Adept at leading cross-functional teams, ensuring process efficiency, and driving successful project outcomes. Proven track record in enhancing process efficiency and achieving business objectives through effective team collaboration.

Overview

5
5
years of professional experience

Work History

Operations Manager

S&P Global
Pune
09.2022 - Current
  • Expertise in managing operations in compliance with the rules and regulations laid out by the organization; competent in understanding clients' requirements, resolving their queries, and MIS coordination.
  • Possess leadership experience, resulting in better financial performance and enhanced systems for higher performance of the team; an effective communicator with excellent relationship-building and interpersonal skills; capabilities in developing and implementing service standards – SLA (work manuals and guidelines) for performance excellence.
  • Windows Migration - Project Kalam: Successfully led the migration of users from Windows 10 to Windows 11, aligning with client requirements, and ensuring a seamless transition. Facilitated the migration of all domain-joined devices to Autopilot using Intune, enhancing device management and security.
  • Prepared and consolidated monthly and quarterly operational reports covering Change Management, Incident Management, Network Changes, SLA compliance (breaches and achievement percentage), Customer Satisfaction (CSAT) analysis, and Delivery maturity index reports, and presented them to stakeholders during governance calls for performance tracking and continuous improvement initiatives.
  • Conducting service delivery calls and coordinating with different towers in order to ensure the SLA is achieved.
  • Presented validated performance data during monthly and quarterly business review calls after coordination with internal teams, and final review with the reporting manager.
  • Collaborated with cross-functional teams and stakeholders to improve service delivery, and reduce operational risks.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Responsible for maintaining the scores of the DMI (Delivery Maturity Index).
  • Working with Service Delivery Managers and helping them resolve long-pending or urgent escalated issues by clients.
  • Generated detailed reports on asset status and utilization, providing insights to senior management for strategic decision-making.
  • Spearhead the comprehensive tracking and management of project-procured assets, ensuring accurate inventory records and optimal utilization of resources.

Service Desk Administrator L2

Vestas Wind Systems
Pune
09.2020 - 09.2022
  • Act as the second point of escalation for technical issues that are unresolved by L1 support, analyze incident tickets, perform root cause analysis, and apply permanent fixes.
  • Coordinated with L3 teams, or vendors, when required for complex problem resolution.
  • Updating the ticketing tool with detailed troubleshooting steps and resolutions.
  • Implemented automation for repairing Office 365 with one click.
  • Efficiently managed and resolved a high volume of incidents and service requests, maintaining a resolution rate of over 95% within SLA timelines.
  • Conducted root cause analysis to identify recurring issues, implementing corrective actions that reduced incident recurrence.
  • Developed and maintained comprehensive documentation and knowledge base articles, enhancing team efficiency and knowledge sharing.
  • Managed service desk queues, prioritizing tasks to ensure efficient workflow and timely resolution of requests.
  • Responded promptly to escalated tickets requiring immediate attention.
  • Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, and resolved network connectivity issues.

Education

MTech (Computing & Infrastructure) -

Birla Institute of Technology & Science
Pilani
11-2024

Bachelor of Computer Applications -

GLA University
Mathura
06-2020

Skills

  • Project management
  • Cross-functional collaboration
  • Service delivery management
  • Agile, Lean, and Six Sigma
  • Service Now
  • Stakeholder management
  • Change management
  • Escalation management
  • IT operations management
  • Major incident management
  • Continuous service improvement
  • Microsoft Office 365
  • Customer service excellence (global clients)
  • AWS Certified Cloud Practitioner
  • Technical troubleshooting

Accomplishments

  • First-class service Award
  • Mastermind Award
  • Dynamic debut Award
  • First Call Resolution (FCR) Award
  • Ultimate Contribution Award

Timeline

Operations Manager

S&P Global
09.2022 - Current

Service Desk Administrator L2

Vestas Wind Systems
09.2020 - 09.2022

MTech (Computing & Infrastructure) -

Birla Institute of Technology & Science

Bachelor of Computer Applications -

GLA University

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Shubhanshu Yadav