Vaibhav UPADHYAY
IT Service Delivery, IT Infrastructure Management, IT Head, Service Management Head
Gurgaon,Haryana
Summary
Enthusiastic IT Service Delivery Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of IT Service Delivery and Project Management and training in Quality . Motivated to learn, grow and excel in Telecom Industry. Experienced IT Manager with over 17 years of experience in IT industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
Work History
General Manager
iSON Technologies Private Limited, MTN
06.2020 - Current
- Max Team size: 80+ Role and Responsibilities.
- Did the smooth transition of 03 countries of MTN.
- Managed transition 100% remotely.
- Setup of Center Of Excellence and NOC team in India.
- Process reengineering.
- Heading team of technology innovations, cloud migration.
- Automation initiations and enhanced service management.
- Maintain and improve SLAs, and drive operational excellence.
- Manage customer satisfaction and quick resolution of issues for IT Infra Services.
- Build, develop and lead a team of Service Management.
- Leading team of Problem, capacity, availability and release management.
- Develop and deploy service delivery and continuous improvement processes, e.g.
- ITIL, Six Sigma.
- Prioritize projects, ensure internal client satisfaction.
- Manage vendors with the objective of enabling achievement of business goals through strong IT and.
- Work instruction rollout and regular audit to ensure adherence.
Senior Program Manager
Karvy Innotech Ltd, HCL Services Ltd, KPMG
08.2018 - 05.2020
- Max Team size: 100+ Role and Responsibilities.
- Project Executive for the account.
- Managing Service Desk Operations.
- Incident management for End User Services.
- Quality Control using Six Sigma.
- Asset management /Change/ Problem management for End User Services.
- Maintain and improve SLAs, and drive operational excellence.
- Managing technical team of packaging, automation , deployment.
- Manage customer satisfaction and issues escalations end user services.
- Build, develop and lead a team of service desk and technical IT support resources.
- Responsible for the training, skills development and performance of the delivery team.
- Develop and deploy service delivery and continuous improvement processes, e.g.
- ITIL, Six Sigma.
- Identify improvement and implement business process improvements, design and manage all.
- Prioritize projects, ensure internal client satisfaction.
- Manage vendors with the objective of enabling achievement of business goals through strong IT and.
- Process reengineering support within the limits of business strategy and IT budget.
- Work instruction rollout and regular audit to ensure adherence.
Service Integration Leader
IBM India Pvt. Limited, Digital Workplace Services
06.2012 - 08.2018
Country Service Manager
- Telecom Opco in Africa (Airtel Africa) DCS Lead, IT Head (Vodafone India) Max Team size: 250+ Role and Responsibilities.
- Workplace delivery and telecom OPCO operation.
- Managed Service Desk Operations.
- Incident management for End User Services.
- Quality Control using Six Sigma.
- Asset management /Change/ Problem management for End User Services and OpCo ops.
- Security Compliance SPOC for End User Services.
- Managed technical team of packaging, automation , deployment.
- Managed customer satisfaction and issues escalations for Opco and end user services.
- Develop and deploy service delivery and continuous improvement processes, e.g.
- ITIL, Six Sigma.
- Information systems provide IT support to all the businesses.
- Prioritize projects, ensure internal client satisfaction.
- Managed vendors with the objective of enabling achievement of business goals through strong IT and.
- Work instruction rollout and regular audit to ensure adherence.
- Transition manager for the end to end transition of FMS and AMC service to another partner.
- 3i-Infotech Limited.
National Program Manager
09.2007 - 05.2012
- Team size: 175.
- Service delivery to one of the top telecom company for End User Services-PAN India.
- Role and Responsibilities.
- Worked as National Program manager for telecom project for End User services Domain.
- Successfully completed several project within around 4 yrs tenure.
- Managed team across India for service delivery.
- Worked as transition manager for the end to end transition of FMS and AMC service to another partner.
Team Lead, Project Manager
Wipro Infotech Limited
02.2004 - 09.2007
Lead
HDFC Standard Life
01.2007 - 03.2007
- Datacenter operation.
- Documentations for transitions.
- Resources identification for transitions.
- Process , policy document handover.
- Knowledge transfer Project-3.
Project Manager
Cairn Energy India Ltd
04.2007 - 08.2007
- COE rollout.
- New OS image deployment on 17000 machines.
- Meeting daily target.
- Image customization.
- Ensure zero downtime and no business impact.
- Team Size:-20.
Engineer
Max New York Life Insurance
02.2004 - 12.2006
- Role:-Team Lead, Datacentre Operation and Application support.
- L1 monitoring of databases.
- Batch Job execution,.
- Policy printing administrations.
- L1 Application administrations.
- Finance application troubleshooting.
Education
Bachelor of Information Science - Information Technology
Agra University
09.2000 - 05.2004
10+2 - PMC
Queens College
07.1997 - 05.1999
10th - PMCB
BTSHS
07.1995 - 05.1997
Skills
Documentation and reporting
Operational improvements
Project planning and development
Quality assurance
Company organization
Risk mitigation planning
Analytical skills
Leadership
Accomplishments
- Cognitive Practitioner.
- Watson Discovery Foundation Current Achievements.
- Successful partner transition in two regions without SLA impact.
- 6σ GB project on Compliance.
- 6σ GB project on Call Reduction by 30 %.
- 6σ GB project on Cost Reduction by 20 %.
- Best of IBM-Vodafone award.
- Domain Migration automation for Self Service Kiosk.
- Automation of VIP users issue tracking.
- VC standardization and wireless implementation.
- Process automation for UID.
- Improvement in EUS compliance by 35%.
- 54% reduction in S3 , S4 and SR at enterprise level.
- Star Performer Award 2018-19 , Karvy Innotech Ltd.
- Smooth transition (done remotely) of 03 countries of MTN, Africa.
Certification
UNIVERSITY YEAR
Timeline
General Manager
iSON Technologies Private Limited, MTN
06.2020 - Current
Senior Program Manager
Karvy Innotech Ltd, HCL Services Ltd, KPMG
08.2018 - 05.2020
Service Integration Leader
IBM India Pvt. Limited, Digital Workplace Services
06.2012 - 08.2018
National Program Manager
09.2007 - 05.2012
Project Manager
Cairn Energy India Ltd
04.2007 - 08.2007
Lead
HDFC Standard Life
01.2007 - 03.2007
Team Lead, Project Manager
Wipro Infotech Limited
02.2004 - 09.2007
Engineer
Max New York Life Insurance
02.2004 - 12.2006
Bachelor of Information Science - Information Technology
Agra University
09.2000 - 05.2004
10+2 - PMC
Queens College
07.1997 - 05.1999
10th - PMCB
BTSHS
07.1995 - 05.1997