Aman Saxena

Associate Consultant

Pune, Maharashtra, India10 yrs 11 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

8 years of experience in IT service delivery.
Expert in ITIL and service management processes.
Proven track record in optimizing operational efficiency.

Stackforce AI infers this person is a seasoned IT service management professional with expertise in service delivery and process optimization.

Contact

Skills

Core Skills

It Service ManagementService DeliveryService Level ManagementItilProcess ImprovementIncident ManagementProblem Management

Other Skills

Attention to DetailProject ManagementTeam BuildingInterpersonal SkillsEscalations ManagementRoot Cause AnalysisPublic SpeakingTransition ManagementTransition PlanningMigration ProjectsImplementation PlanningTeam LeadershipService IntegrationProcess EngineeringITIL Certified

About

A seasoned IT professional who is results-driven, carrying 8 years of experience in service delivery and project management having good exposure on management with a great understanding of ITSM tools and processes. I am passionate about leveraging technology to drive business growth and optimize operational efficiency.

Experience

10 yrs 11 mos

Total Experience

2 yrs 2 mos

Average Tenure

5 yrs 1 mo

Current Experience

Capgemini

2 roles

Senior Consultant

Promoted

Jul 2023 – Present · 2 yrs 10 mos · Pune, Maharashtra, India

As a Senior process manager, I'm leading the Smart Workspace technology from the service delivery and integration aspect. The primary focus is to develop/design and implement robust IT service delivery frameworks and processes on top of industry-standard guidelines, optimizing processes, and driving continuous improvement initiatives to enhance overall service quality. To achieve this I work closely with cross-functional teams, including engineers, project managers, cybersecurity, and service managers to align service delivery strategies with business objectives.

Attention to DetailProject ManagementIT Service ManagementService Delivery

Consultant

Apr 2021 – Present · 5 yrs 1 mo · Pune, Maharashtra, India

Responsible for determining, negotiating, documenting, and agreeing on requirements for new or changed services.
Makes sure to have all relevant contracts signed off after completion of Service Transition and to check if Service Acceptance Criteria are fulfilled. This includes but not limited to sign-off SLAs, OLAs, underpinning contracts by both the Service Owners and the customers.
Tollgating and onboarding the new projects efficiently till Go-live.
Monitor the achieved service levels and compare them with agreed service level targets for preparing Service Level Reports. Those reports are then circulated to customers and other stakeholders to highlight the service quality.
Responsible for managing and reviewing all services to match SLAs for operational services.
Responsible for monitoring and measuring service performance of all operational services against the SLA targets.
Responsible for ensuring that all ITIL Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate, and aligned for meeting the agreed service level targets.
Review, Report & Identify improvement opportunities for improvement planning & inclusion in the CSI register.
Review, revising, and documenting: Scope of Service, SLAs, OLAs, and underpinning contracts.
Third Party Supplier/Contract Management relationships to the SLM Process.

Attention to DetailTeam BuildingService Level ManagementITIL

Adobe

Technical Consultant

Feb 2020 – Apr 2021 · 1 yr 2 mos · Noida Area, India

Ensuring all the three core pillars IPC running smoothly by addressing daily huddles with the respective managers.
Designing and tweaking the existing process for the improvement based on the feedback from the client and internal team members.
Ensuring the services are being delivered to the customer with the agreed time frame/SLAs.
Generating monthly reports and sharing it with the leadership by highlighting the highs and lows.
Creating new dashboard and reports in the ServiceNow to visualize the work and to get the insight.
Interacting with the onshore service managers of the respective clients frequently to address the issues and open topics for smooth operations.
Grooming new service coordinators in the team, giving trainings.
Doing the weekly quality checks based on the standard parameters set for the process.

Team BuildingInterpersonal SkillsService DeliveryProcess Improvement

Capgemini

Senior Software Engineer - Service integration specialist

May 2018 – Jan 2020 · 1 yr 8 mos · Noida

✓ Incident Management –
Acts as a Major incident manager and tracked Sev 1 and Sev 2 incidents till closure in accordance with the service level agreements.
Assembling a Major Incident Team consisting of technical support people (other levels of support, across domains/competencies as required), management and key stakeholders to develop, execute, monitor, and track an integrated resolution plan through service recovery of the Major Incident.
Prepared and presented various reports such Aged Incidents & trend Analysis to key stakeholders for strategic decision-making.
Review the efficiency of the Incident Management process to propose on-going improvements to key stakeholders.
Generate comprehensive statistics and reports with visual analysis to demonstrate the performance of the incident management process.
Experience in tracking RCA and corrective and preventative actions specified in the RCA, track missed SLA’s.
✓ Problem Management-
Responsible for Scheduling, chairing, documents and publishes RCAs.
Responsible for the documentation of root cause investigation; ensuring response to action items are meeting SLAs.
Review and participate in the Daily Status Review ensuring appropriate root cause, business impact and next steps are documented following a Major Incident.
✓ Change Management-
Lead the CAB meetings and pass the required phases of Change requests
Communicate change management plans to stakeholders to implement strategies through cross-functional teams.
Ensure Change requests are signed off when complete and relevant information is handed to the appropriate technical documentation writers for publication.

Interpersonal SkillsIncident ManagementProblem Management

Ibm

Incident Management Specialist

Aug 2016 – Apr 2018 · 1 yr 8 mos · Noida Area, India

➢ Monitor all installed systems, Install, configure, test, and maintain operating systems, application software and system management tools Monitor and test application performance for potential bottlenecks and possible solutions.
➢ Provide L2 support Proven working experience in installing, configuring, and troubleshooting Linux Red Hat 6,7, KVM (Virtual Machine).
➢ Familiarity and experience with ITIL and its processes, especially SLA, Incident, Problem, Change Management Knowledge.
➢ Hands on experience - Tivoli, Lotus Notes, IBM Big-fix Remote Control, SCOM, UVNC.

Attention to DetailInterpersonal SkillsIncident ManagementITIL