Urvee Sinha
Service Delivery Team Lead
Bangalore,KA
Summary
A service management consultant with over 13 years of experience directing service operations and client service initiatives to achieve corporate goals. Experience in implementing multiple service management modules: Incident, Change, Service Request, Configuration, Knowledge, and Problem Management. Responsible for the information security governance and information security risk management for the assigned accounts.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Security Delivery Team Lead
Accenture
Bangalore
02.2020 - Current
- Managed the Cloud Migration Security Project with an 8-person team; supported the customer in migrating on-premises accounts to the cloud.
- Collaborate closely with the wave management team to develop cloud migration roadmaps and priorities.
- Accountable for completing migrations on time and within the scope specified in migration strategies.
- Create best practice detailed migration plans based on the cloud migration strategy, using a work breakdown structure to identify a critical path, agreed-upon milestones/deliverables, and resource plans.
- Lead risk, action, and issue identification through proactive communication and engagement with stakeholders and multiple teams.
- Provided weekly updates to the client and other stakeholders on ongoing efforts, as well as lessons learned during the migration.
Senior IT Service Management Analyst
Epsilon
Bangalore
05.2017 - 02.2020
- Communication management: Assist clients with issue management and crisis communication, as well as provide internal communication counsel to various groups within the organization to drive major incidents. Also, ensure that the issue is communicated in a business-required language.
- Maintain the client environment using monitoring tools; analyses and report issues; and engage internal, external, or vendor resources to restore the environment to its full potential.
- Manage and lead the service management team, including tracking performance, scheduling rosters, workload management, training and coaching, knowledge transfer, and ensuring that the team has the necessary tools and access.
- Reporting and Analysis: Share relevant reports and dashboards to stakeholders in order to track team performance, such as daily and weekly call performance, weekly performance summary report, IT operations report, and monthly consolidated reports.
Service Delivery Analyst
Microsoft
Bangalore
06.2015 - 05.2017
- Managing Microsoft premier accounts – Act as a liaison between regional Microsoft Premier peers, other Microsoft departments and other external companies in heterogeneous environments.
- Quarterly service delivery plan reviews with key customer representative to ensure correct mapping of deliverable to customer goals.
- Client Relationship Management – Managing relationships with CXO and Operations.
- Understand and support the overall Microsoft Strategy for the enterprise. Manage technically and politically complex situations and demonstrate ability to defuse them.
- In critical situations, manage and centralize communication between the support engineers and/or downstream TAM Microsoft and Customer management and third parties.
- Working on Contract Renewals and closure.
System Engineer
Tata Consultancy Services
Bangalore
10.2014 - 05.2015
- Respond to user escalations and, as needed, engage functional escalation and service delivery management.
Participate in incident management meetings and provide critical insights to improve the service operation process. - Reviews and manages incident requests, priorities, escalation, and resolution.
- Develops and implements incident response plans; ensures timely delivery of solutions.
- Publish a knowledge management article for each major incident update.
- In the ticket, document all steps taken during the major incident for future reference.
- Create and update problem tasks with actions that must be taken to prevent future incidents from occurring. Follow-up with the action owner to ensure that the work is completed by the due date of the problem task.
Incident Support Analyst
Hewlett-Packard
Bangalore
09.2011 - 09.2014
- Incident Management- Handle high-priority incidents, ensuring that all information updated in the interaction and incident is accurate.
- Additionally, the initial diagnosis has been completed, and the incident is ready to be escalated to the next level.
- Managed communication among workgroup members, agents, and end users.
- Certified that every client request will be transferred to the appropriate resolving group and completed on time and in accordance with the defined process.
- Managing the Priority queues while considering the necessary changes on incidents requiring multi-level intervention.
Application Support Analyst
Concentrix
Bangalore
05.2010 - 05.2011
- Project Name: Endurance, as an application support analyst, was required to sell the domain that would be hosted by Tucows.
- Upsell web design tools and products to customers, such as search engine optimization and secure certificates.
- Assist customers in designing, managing, and automating web interfaces.
Education
Bachelor Of Commerce -
Marwari College / Ranchi University
06.2006 - 05.2009
Skills
Compliance and security standards (ISO/ PCI DSS/ NIST/ HIPAA/GDPR)
undefinedTimeline
Security Delivery Team Lead
Accenture
02.2020 - Current
Senior IT Service Management Analyst
Epsilon
05.2017 - 02.2020
Service Delivery Analyst
Microsoft
06.2015 - 05.2017
System Engineer
Tata Consultancy Services
10.2014 - 05.2015
Incident Support Analyst
Hewlett-Packard
09.2011 - 09.2014
Application Support Analyst
Concentrix
05.2010 - 05.2011
Bachelor Of Commerce -
Marwari College / Ranchi University
06.2006 - 05.2009
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