Akhilendra Kant Singh

Akhilendra Kant Singh-- PROFILE Result-oriented and diligent Information Technology Expert with over 15 years of experience in organizing and leading IT in fast-paced corporate organizations. Spearheaded the successful integration of ERP/ITSM/EMS solutions in a large organization in conjunction with a global team of IT professionals. Have extensive experience in IT Infrastructure Management, Client Account Management, IT Operations, Project Management, Service Delivery, Service Transition, Stakeholder/Vendor Management, ITIL compliance, Asset Management and Configuration Management. Have handled Global IT Operations for large multinationals companies for critical Business Units. Accomplished, results driven Manager with proven success, delivering high quality technical solutions that enhance operational efficiency and increase productivity, consistently achieve targeted goals and objectives on time, within budget, and to the highest quality. CORE COMPETENCIES • Diligent project manager offering a proven record of success leading all phases of diverse technology Projects. • • IT Operations, Project Management and Service Delivery • • Strong 15 years of experience in ITSM product suite. Focused on continuous services improvement and improving customer satisfaction score Expert in driving project timelines, stakeholder management, effective communications and Infrastructure Management using ITIL/PMP Best practices. Upskilling and cross training team members for handling complex issues and ready to adapt to dynamics IT Infrastructure • Driving efficiency across business units in terms of cost reduction and process improvements. Submitted multiple innovation ideas. • • Project Audit and Governance • Accountable for all escalations for the Business Services as per agreed SLA’s • Designed Solution for all ITIL Module in MS Dynamics 365 CRM. • Led teams across broad technical, financial, and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results. • Efficient in preparing Management presentation, Team Building, Client relations and Cross Functional Supervision. • Experience in evaluating RFPs, Demands, Effort Estimation, understanding customer requirement, knowledge of various technical model trending in industry, designing solution and carrying out due diligence of existing infrastructure. • Proficient in OneNote, SharePoint, Excel, PowerPoint, Visio Project Scheduling, MPP, Business Process Improvement, CPM (Propel) Vendor Management. • • Through understanding of ITIL Methodology Defining Process for Service Management and effectively implementing new processes amongst global teams for adherence. IT Service Management, IT Asset Management, Universal Discovery, CMDB Modelling and Architecture. CURRENT PROFILE Organization: iHorizons Pune Role: IT Operations Manager CERTIFICATIONS AND TRAININGS • • • • • • • • • • • Prince2Agile Certified ServiceNow CSA certified DevOps Master Class ITIL V2 & V3 Foundation Certified Specialist ITIL Intermediate Service Transition Certified Completed Project Management (PMP) Training from PMI HP Accredited Integration Specialist - HP UCMDB Certified. Siebel CRM Essentials 7.7 VCE Certified Professional Associate Commercial Project Management (CPM) Azure DevOps AKHILENDRA SINGH Working since Aug, 2018 Role: End-to-end ownership across diverse delivery functions spanning across different technologies, verticals, regions and customer accounts. Managing IT Operations, IT Infrastructure Management and Customer Support for Global Customers based at Egypt, Qatar, Jordan and India. Responsible for Annual IT Operations Budget, onboarding new products and partner engagement. Provide Microsoft SPLA Services to customers. Product Management, People Management, Vendor Management. Understanding the Customer, Product Development, Requirements Analysis, Pricing, Planning, Competitive Analysis, Sales Planning, Inventory Control, Financial Planning and Strategy. Performing variety of tasks including project management, coordination, strategic planning, relationship management, negotiation, leadership and innovative development of opportunities, and keeping record of transaction of sale and purchase goods. Responsible for Providing Hosting (On premise, Public and Private Cloud solution) Support and Services Monitoring Services for IT Infra Managed Services Operation Support. Following is the portfolio of services managed by me. • • • • • • • • • • • Major Incident Management for Priority-1 Incident. Managing Customer Escalations Providing Hosting (On premise, Public and Private Cloud solution) Services (Azure and AWS) Monitoring Services for IT Infrastructure Services Managed Services IT Operation Support IT Service Management Project Management Quarterly Invoices Generations and Submission Contract Renewals and YoY Growth for existing Contracts Application support Business and IT Operations Responsibilities • Kick-off, transition and stabilization of large enterprise team for customer’s new projects and deployment. • 24*7 SLAs and shift management with onsite/offshore models and follow-the-sun. • Level-2 escalations on project deliverables, timelines and operations slippage. • Ensuring Support Services are available as per agreed SLA. Continuous Service Improvements, Process enhancements. • Managing 3rd party staff and partner engagement. • Stakeholder enablement on new services offerings and product landscape changes • Project management for entire lifecycle from order booking, project initiation, kick-off, revenue to project sign-off, closure and C-Sat metrics Customer Engagement and Operations growth • Monthly and Quarterly project/program review and Operations/SLA escalations • Mining for new business opportunity and offshoring projects • Services pricing strategy and transition of staff-aug and SLA based service catalogue • SOW reviews, consulting and contract handholding and market-skill compensation inputs • Actively participate in contract negotiations, deal shaping and value-add bundles • Customer Satisfaction survey and winning new business through delivery excellence Organization: DellEMC Role: ITSM Project Manager Duration: 5 Years (Aug 2013 – Aug, 2018) Project: ServiceNow POC and CMDB Implementation Proof of Concept for implementation of HP Service Manager Upgrade and ServiceNow was done which includes understanding of existing process and workflows for IM/PM/ChM and service requests, detailed CMDB model was prepared for all Business Services and their components. Feasibility analysis of existing scripts and migrations of legacy data is considered. Automated discovery of IT assets is also a part of this project. Performance Reports, SLA, Email Notifications, Change Approval and business specific use cases are developed. Responsible to develop, establish, and maintain a continual service improvement framework for CLSA Service Operation. Also responsible and accountable for Service Enablement for IT Business Services and their Service Delivery. Work experience on managing multiple projects CLSA. Proposed and implemented cost effective idea of discovering IT assets through HP UD. Prepared solution designing for HP UD, SM, AM, Connect-IT and OM • • • Ensure correct KPIs /SLAs are defined for all key services and reporting mechanisms identified for frequent reporting. Create program charters and entry and success criteria for programs across the domains. Define multiple tracks and result based milestones for the overall WBS. Create a Risk Register for the entire org and work with stakeholders to create mitigation plans. AKHILENDRA SINGH • • • Project Manage service improvement initiatives to achieve service maturity, efficiency and the quality of the customer experience during all stages of the service lifecycle Demonstrating effectiveness of service improvement initiatives by appropriate KPI reporting and dashboard. Collecting, reviewing, and providing regular reporting in dashboard format to demonstrate key achievements Organization: Tech Mahindra Pvt. Ltd Role: Project Lead Client: Roche Pharmaceuticals Duration: May, 2011 – Aug, 2013 (2.2 years) Process Alignment Program for Roche Pharmaceuticals, Basel. The key objective of this project is to have a best ITSM processes to be implemented using HP Business Technology Optimization Products. Implemented and designed CMDB Data Model, Did Solution Architect for Integrations scenarios, ITIL Best Practices. Hands on experience of Knowledge Management, Incident management, Problem Management, and Change Management Module. Responsible for managing CMDB and Data Maintenance Activities for Service management. Enhancing and customizing HP Service Manager as per business requirement. Developed solution for automatic update of CMDB and integrating it with change control. Organization: Accenture Services Pvt Ltd, Bangalore, India Duration: August, 2010 – May, 2011 (9 Months) Role: Senior Technology Consultant-Onsite Brief Description BTO Products Implementation. Implementation of HP Asset Manager and HP Discovery and Dependency Mapping Inventory Application. Organization: Hewlett Packard Pvt Ltd, Bangalore, India Duration: Feb, 2008 – August, 2010 (28 Months) Role: Technology Consultant Brief Description: Implementation of Business Technology Optimization tools for ITSM for Banking, Oil & Energy, Consulting and Government Projects. Played role of technology consultant recommending best solutions for Customer technical needs. Organization: IBM India Pvt Ltd. (Jun, 06 – Aug, 2007) Duration: June, 2006 – August, 2007 (14 Months) Role: Application Consultant Brief Description: Worked as offshore developer for Service center application TECHNICAL SKILLS SUMMARY ✓ ✓ ✓ ✓ ✓ ✓ Work experience on Managing Infra Projects for Financial, Telecom, Pharmaceutical & Equity and Research Clients. Responsible for solution designing, technical architecture for building EMS solutions and provide required support to Sales/Pre -Sales teams. Nurture the EMS practice and to be part in complete life cycle of service offerings like Pre sales/Transition/Service delivery till it reaches the matured level. Study the existing EMS Services like processes, best practices and standardize the service offerings, strengthen and improve the maturity levels and make a strong practice. Give inputs to standardize the Sales kit for EMS offerings. Handled CMDB Project for IT Service Management Tools. Responsible for data analysis and successful migration of legacy data to new CMDB. Implemented Discovery and Asset Management Solutions. Prepare and maintain project schedules, meetings and development agenda. Handle monitoring of the project status and reporting as per stakeholder communication plan. Escalation management and ensuring customer satisfaction. Resource management for the project team in collaboration with resource manager. Experience in evaluating RFPs, Demands Management, Effort Estimation, understanding customer requirement, knowledge of various technical model trending in industry, designing solution and carrying out due diligence of existing infrastructure. Expertise in liaising with third parties and vendor for outsourcing implementation projects. Possess strong decision making, analytical & leadership skills. Analyze Business requirements & translate operational needs into cost efficient & value-added automation solutions by bringing in technological innovation in line with domain and ITSM processes. Preparing Organizational Audit report for ITSM Operations Expert Knowledge on Incident, Problem, Change and Knowledge Management Continuous Service Improvement (CSI Index) and process improvement based on ITIL best practices Good knowledge in Software Development Life Cycle and Application Lifecycle Management. AKHILENDRA SINGH EDUCATION DEGREE/CERTIFICATE INSTITUTE/BOARD DIVISION YEAR CGPA/ MARKS (%) M.Tech Indian Institute of Technology, Delhi 1st 2006 7.164 B.Tech G.B Pant University of Agriculture & Technology. 1st 2004 6.913 12th Boys High School & College, Allahabad 1st 1997 69.8 10th Boys High School & College, Allahabad 1st 1995 73.67 PROFESSIONAL AFFILIATIONS • • • • • • • • Project Management Institute Information Systems Security Association, Inc. (ISSA) Award of Excellence from EMC West Region, Annual Sales Event 6th Dec, 2014. Pinnacle India Award from EMC Residency Services on 30th Jan, 2014. Star performer Award from Jonathon Slone, Chairman& CEO CLSA Limited on 2nd Sept, 2014. Formed DellEMC Pune chapter for employee engagement and CSR Activity vENGAGE-Pune Organized Education drive for under privileged students in alliance with HOPE Foundation Active member of EMC Residency Brand Ambassadors Team formed by Senior Management. PROFESSIONAL AFFILIATIONS : 14th Dec, 1980 : Mr. Uma Kant Sachan : Mrs. Kanti Sachan : B2-104, Nyati Elan Society, Bakori Road, Near JSPM College, Wagholi Pune (MH) - 412207 Sex : Male Marital Status : Married Languages Known : English & Hindi Passport Number : Z- Visa Status : Multiple Entry for Saudi Arabia, H1-B Stamped for US till Sept, 2018 Date of Birth Father’s Name Mother’s Name Present Address