Vijay Singh

A dedicated and results-driven project program and operation excellence lead with extensive experience in overseeing operations, knowledge management, research & content development and managing a team of support professionals. Known for exceptional leadership skills, adept at fostering a collaborative team environment to achieve organizational goals and deliver superior services. Proven track record in incident management, go to market strategy, critical thinker and implementing process improvements to enhance efficiency and service delivery. Strong technical aptitude combined with effective communication and interpersonal abilities, capable of building positive relationships with stakeholders at all levels. Committed to continuous learning and development, ensuring alignment with industry best practices and standards.

Key Responsibility and Operation Excellence:

• Service Delivery Management: Ensure that service levels are met or exceeded as per Service Level Agreements (SLAs), monitor and report on key performance indicators (KPIs) related to service desk operations, and implement improvements to enhance service delivery and customer satisfaction
• Incident and Request Management: Oversee the handling of incidents and service requests. Prioritize and assign tasks to team members based on urgency and impact. Escalate issues to appropriate teams or management as needed.
• Problem Management: Coordinate with Problem Management teams to identify recurring issues and root causes. Implement preventive measures to minimize the occurrence of incident.
• Change Management: Participate in change management processes to ensure smooth transitions and minimal disruptions. Assess impact and risks of changes to service desk operations.
• Training and Development: Identify training needs for team members and facilitate training sessions. Mentor and coach team members to enhance their skills and knowledge.
• Customer Relationship Management: Acting as a point of escalation for customer issues or complaints. Development of community programs, internal branding, events, and communication. Foster strong relationships with key stakeholders and customers.
• Documentation and Knowledge Management: Ensure accurate documentation of procedures, troubleshooting steps, and resolutions. Promote knowledge sharing and maintain a knowledge base for the team.
• Performance and Opportunity: Developing and implementation of key performance metrics report to the across organization through data visualization and forecasting, pipeline, productivity, new business, pre-sales sales opportunity.
• Project Program Management - Supervising and managing day-to-day operations to ensure efficiency, productivity, and adherence to organizational goal. Analyzing existing operational processes and identifying opportunities for streamlining and efficiency improvements.
• Vendor Management: Coordinate with external vendors and service providers as required. Manage relationships and ensure adherence to contracts and service agreements.
• Continuous Improvement: Proactively identify opportunities for process improvements and efficiencies. Implement best practices and standards to achieve the required target.
• Compliance and Security: Ensuring adherence to IT policies, operation, corporate strategy procedures, and security standards. Monitoring compliance with regulatory requirements, budgeting, cost management relevant to the service desk operations and sales.
• Reporting and Communication: Looking after day to day operation activity and representing it through visualization, matrix, dashboard and communicate incident, update to the managment or stakeholder.

PMP

JIRA

Power BI

Tableau

Lean Methodology

• Used Microsoft Excel to develop inventory tracking spreadsheets.
• Collaborated with team of 11 in the development of Salesforce CRM
• Resolved product issue through consumer testing.
• Has worked as a Project Manager, gathering requirement, scope, budgeting, desgin, and implimentation.
• Reporting with PowerBI, preseantation, process improvement.

• Project Management Institute