Ujjwal Apurva Singh

Service Delivery & Operations: Lead 24x7 support for 1,250+ enterprise applications, ensuring stability across hybrid cloud/on-prem environments. Optimize operations, manage change, and onboard CRQs on a Time & Material basis beyond the Fixed Price Project contract to meet evolving business needs.

Incident & Problem Management: Drive operational excellence by consistently meeting SLAs and KPIs for over 1.5 years, accelerating incident resolution, minimizing inefficiencies, and implementing automation for continuous service improvement.

Reduced Mean Time to Detect (MTTD) by 75% and Mean Time to Resolve (MTTR) by nearly 40%. Provide retrospective review of root cause and path to remediation where needed.

Budget & Financial Management: Oversee financial planning, forecasting, and cost allocations to optimize spending. Improved margin by 18%.

Vendor & Contract Management: Handle vendor and contract relationship worth €5 million, and oversee P2P (Procure-to-Pay) processes worth €3.6 million, ensuring adherence to SLAs and cost-effective procurement.

Forecasting & Resource Allocation: Strategize resource planning, workforce optimization, and financial forecasting to align with business growth and operational demands.

Operational Governance & OTR (Order-to-Remittance): Ensure compliance with financial and operational processes, optimizing OTR cycles to improve cash flow and service efficiency. New opportunities/services identified leading to increased revenue in FPP by €1.7 million.

Stakeholder & Customer Engagement: Act as a strategic liaison between cross-functional teams, senior leadership, vendors, and customers, ensuring alignment with business objectives and service excellence.

Performance Monitoring & Reporting: Present operational KPIs, financial metrics, and service availability insights to leadership. Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.

Project & Change Management: Ensure on-time project deliveries, mitigate risks, and drive adoption of new tools, technologies, and DevOps methodologies thereby, optimizing project delivery timelines by 20%

Strategic Leadership & Escalation Handling: Manage escalations, enhance service delivery frameworks, and contribute to organizational decision-making through continuous improvement initiatives.

People & Team Management: Manage a diverse team of 35+ professionals, including Team Leads, Project Managers, and SREs, fostering collaboration, skill development, and a high-performance culture.

Program Manager | Enterprise Applications

Program Oversight & Execution – Led and managed 10+ inter-connected projects, ensuring alignment with business goals and delivering 95% of milestones on time.
Project Governance – Defined and controlled timelines, budgets ($5M+ annually), and deliverables, optimizing efficiency and reducing project costs by 20%.
Stakeholder Collaboration – Partnered with 30+ business leaders to understand needs and deliver scalable, technology-driven solutions, increasing operational efficiency by 40%.
Infrastructure & Service Coordination – Acted as a liaison between Business Partners and service providers, provisioning 100+ infrastructure deployments and securing optimal support from European data centers.
Operations & Process Management – Oversaw 200+ critical IT tasks, including OPM, SOP, SOW, firewall/load balancer requests, migrations, and upgrades.
ITSM & Change Management – Managed 1,500+ ITSM tickets per year, ensuring smooth transitions across environments and minimizing downtime.
Incident Reduction & Automation – Implemented proactive strategies to reduce incidents by 65% and automated upgrades, saving 400+ engineering hours annually.
Disaster Recovery & Business Continuity – Led quarterly failover testing, production implementations, and maintenance activities, ensuring 99.9% system uptime.
Service Optimization – Tracked and managed Change/Incident/Problem tickets, continuously driving 15% improvement in service delivery efficiency.
Team Leadership & Development – Set goals, monitor progress, and mentor team members, fostering skill development and career growth. Played a key role in establishing and scaling Extended Workbench/GCC models, collaborating with cross-functional teams to optimize resource allocation and expand global capabilities. Work across teams to uphold SLA/KPI standards, address deviations, and drive operational excellence.

Technical Project Lead | IT Infrastructure & Cloud Services

Strategic Infrastructure Management & Cloud Transformation
-Directed cross-functional teams of up to 15 engineers to deliver robust infrastructure solutions across 10+ production and non-prod environments, ensuring 99.99% availability and compliance with security protocols.
-Led a PoC for LAMP stack deployment on AWS, achieving 30% cost savings and enabling 2x faster scalability for business-critical apps.
-Architected a multi-AZ online shopping platform for Mercedes-Benz using AWS (NLB, Route 53, ASG, ElastiCache, RDS), improving uptime by 40% and serving global traffic with
Process Optimization & Automation
-Implemented CI/CD pipelines reducing deployment time by 70%, enabling daily releases with near-zero downtime.
-Spearheaded containerization using Docker and Kubernetes, allowing 80% of routine deployments to be handled by L1/L2 teams and reducing L3 escalations by 50%.
Cloud Security, Compliance & Service Reliability
-Designed encrypted AWS S3 archival solutions, achieving 100% compliance with data retention policies and improving audit readiness.
-Managed AWS EKS deployment for Daimler’s Employee Survey app, reducing service disruptions by 60% through advanced monitoring and alerting.
-Led resolution of 20+ major incidents/year, maintaining >98% SLA adherence and driving 25% reduction in recurring issues via root cause analysis.
Business Impact, Governance & Leadership
-Partnered with 10+ business units to align IT services with business goals, improving infrastructure responsiveness to changing needs by 35%.
-Established governance frameworks tracking 15+ SLAs/KPIs, ensuring vendor accountability and achieving 95%+ service compliance through regular audits.
-Leveraged ITIL best practices to streamline incident, change, and problem management, reducing MTTR by 40% and increasing end-user satisfaction scores by 20%.
-Fostered a continuous improvement culture, driving 15% YoY improvement in operational efficiency and service delivery outcomes.

Change & Release Management
-Planned and executed infrastructure changes with >99% success rate, minimizing disruptions across multiple environments.
-Managed end-to-end change lifecycle across 5+ LOBs, ensuring alignment with business goals and governance standards.
-Led CAB reviews to enforce compliance, risk controls, and impact assessments.
-Coordinated globally distributed teams for seamless change execution and service continuity.

Incident & Problem Management
-Resolved Severity 1 incidents swiftly, maintaining 95%+ SLA compliance and delivering actionable RCAs.
-Reduced repeat issues by 30% through effective root cause analysis and preventive measures.
-Ensured timely escalation and corrective action during SLA breaches or process deviations.
Service Delivery & Client Engagement
-Delivered 24/7 support to ensure >98% uptime and uninterrupted business operations.
-Maintained daily client engagement to track changes, address issues, and report on service health.
-Managed capacity planning and upgrades to ensure performance and scalability.

Process Optimization & Governance
-Implemented Defect Prevention Plans, boosting change success by 20%.
-Optimized Middleware performance, reducing latency by 15%.
-Enforced ITIL-aligned processes, ensuring SLA compliance and audit readiness.

-Led end-to-end setup of IBM WebSphere Suite (installation, clustering, integration) for Passport Seva Data Centers, ensuring seamless deployments and optimal performance.
-Authored standardized installation and operations manuals, enhancing process consistency and knowledge retention.
-Delivered 24x7 production support, proactively monitoring environments to maintain high availability and business continuity.
-Diagnosed and resolved complex issues, achieving minimal downtime and consistent SLA compliance.
-Conducted knowledge transfer sessions to upskill teams and ensure efficient incident handling.
-Built performance dashboards and automated health checks, boosting system visibility and reducing manual workload.
-Led application performance tuning, deploying enhancements that improved efficiency and response times.
-Designed and validated Disaster Recovery strategies, ensuring business resilience and regulatory compliance.
-Owned root cause analysis and issue resolution, driving continuous improvement and reducing recurring incidents.