Siddharth Negi
Bengaluru,KA
Summary
Experience of 18 years in Project Management and Operations with focus on Incident Management, End User Computing and Process Management. Managed teams of sizes from 2 to 36 members. Interaction with clients based across Europe, UK, US, and APAC working towards strengthening partner relationships to drive innovation to deliver sustained value through technology and tool gap assessments, process optimization and automation opportunities. Involved in scheduling, escalation handling major Incident coordination, weekly performance presentation, monthly team member performance review, supervision of knowledge transfer, managing process/training documentation, hiring and coaching new members. Involved in projects for implementation of Skype for Business, Deployment of Windows 10 for End-Users, documentation for L1 support. Worked at Client site in Malaysia for Windows 10 EUC deployment.
Overview
20
20
years of professional experience
7
7
Certifications
3
3
Languages
Work History
Service Deliver Manager
TCS
02.2024 - 06.2025
- Managed a team of 20 members for a Cybersecurity Project
- Involved in ramping up the team from 0 to 20.
- Involved in setting up the project from scratch.
- Involved in regular client interactions.
- Involved in documentations, audit, automation, improvements.
- Involved in monthly, quarterly and yearly appraisals.
- Involved in generating additional revenue by additions to the teams based on client requirement and our performance.
- Involved in recruitment organisation wide.
Project Manager
TCS
10.2021 - 01.2024
- Member of a team of project managers, responsible for managing projects for enhancements and initiatives.
- Responsible for managing initial estimates, weekly calls, resourcing, escalations, project status presentation to multiple stakeholders, organise multiple project walk-throughs. Keep a track of estimates, actual billing and work on RCA for over or under budgeting.
- Additional responsibility of managing inflow of projects, working on first level of estimates and reporting ageing of projects till allocation to project manager.
- Actively take part in assisting team members in onboarding, internal trainings and certifications.
- Project status presentations to multiple stakeholders.
Incident Manager
Milestone Technology
08.2021 - 10.2021
- Member of a team of major incident managers responsible for managing and maintaining the incident tickets as per relevant SLAs.
- Responsible for assigning tickets to relevant teams.
- Keeping a check on all tickets to make sure the SLAs are met.
- Responsible for recognising P1 or P2 tickets. Managing end to end P1 or P2 tickets by involving relevant teams, sending regular updates and preparing post incident report.
- Worked on updating process documents.
Associate Manager
Accenture
07.2013 - 09.2020
- Managed a team of 12 members for across 2 locations.
- Managed scheduling, escalation handling, major Incident coordination, changes, vendor management, weekly performance presentation, assisted in the preparation of RCA via collaboration with relevant teams, monthly team member performance review, hiring and coaching new members, part of on-call rotation with colleagues, queue control by keeping a check on every ticket being allotted and owner with timely updates/replies and participate in calls to review open incident tickets.
- Played a key role in process improvements across projects like: Achieving SLAs within one month of implementation of a new ticketing tool, Streamlining and rationalizing communication templates that could be used across scenarios.
- Spearheaded and contributed to End User Computing (EUC) Transformation projects primarily for: Windows Virtual Desktop Deployment, Windows 10 Device Refresh, Skype Deployment
- Managed end-to-end deployment for multiple sites for varied clients across projects, including onsite in Malaysia. Led planning, designing, implementation, test and support. Managed 3rd party technicians. Engaged in: Data collection and analysis, application rationalization, user migration scheduling, hyper care support
- User guide preparation as well as training the user base on the new deployment
- Supervised a team involved in preparation of Knowledge Articles for Level 1 Windows Service Desk support.
- Worked on Application Rationalisation project which involved working on 6000+ applications and rationalising them to less than 600 applications based on usage and compatibility.
Assistant Manager
Infosys BPO
10.2007 - 07.2013
- Led 30+ member infrastructure service management team across multiple sites.
- Involved in scheduling, escalation handling, major Incident coordination, weekly performance presentation, monthly team member performance review, hiring and coaching new members.
- Managing third party vendors and monitoring their SLAs.
- Ensure issues are proactively managed to resolution, impacts mitigated and root cause analysed. Provide assistance to the global support team as well as partner teams in resolution process.
- Building relationships with key business and IT stakeholders and an understanding of key business processes to help facilitate the efficient running of the service delivery. Strong focus on continuous service improvement and proactive issue recognition. Able to interact comfortably with all levels of management
- Engaged in process improvements across projects like: Rationalization of scheduling leading to reduction in team count over a period of 6 months, Faster identification of issues in tickets through partial L1 support training
- Supervised a team of 30 members for an outsourced Order Management process of a UK based client.
- Conducting one-to-one connect with team members, half-yearly and yearly appraisals.
- Reduced operating cost through process automation.
- Developed revenue through identification of potential projects for staffing team members and successfully achieved annual target of $100,000.
Senior Process Executive
WNS
03.2007 - 10.2007
- Involved as Quality & Process Executive for a payroll process of a UK based client.
- Preparing process checks, restructuring process-flow documentations.
- Conducting quality checks for data and voice modules of the process.
Senior Process Executive
Infosys BPO
03.2005 - 03.2007
- Part of an order entry blended process for a UK based client.
- Provided training to new team members in process and English language for attending user calls.
Education
Masters in Business Administration – MBA -
IsquareIT
Pune01.2005
Intermediate Level – ICAI - undefined
ICAI
01.2002
B.Com - undefined
Mumbai University
01.1998
Skills
Service level agreement management
Client relationship management
Performance improvement
Incident management
Customer satisfaction
Project planning
Project implementation
Customer engagement
Training and coaching
Certification
Google Project Management
Awards and Recognitions
Received best Team award on behalf of the team members, Received various Individual Performance Awards in recognition of outstanding performance in all 3 organisations.
Internship/Articleship
- Aug'04 - Oct'04: Internship at Tata Motors, Mumbai for MBA
- Jan'99 – Feb'02: Articleship for ICAI under S.K. Patodia: Audit, Accounting, Balance Sheet, P&L statement.
Timeline
Service Deliver Manager
TCS
02.2024 - 06.2025
Project Manager
TCS
10.2021 - 01.2024
Incident Manager
Milestone Technology
08.2021 - 10.2021
Associate Manager
Accenture
07.2013 - 09.2020
Assistant Manager
Infosys BPO
10.2007 - 07.2013
Senior Process Executive
WNS
03.2007 - 10.2007
Senior Process Executive
Infosys BPO
03.2005 - 03.2007
Intermediate Level – ICAI - undefined
ICAI
B.Com - undefined
Mumbai University
Masters in Business Administration – MBA -
IsquareIT