Abhishek Kumar Singh

Experience

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  [24]7.ai

  Feb 2009 - Apr 2010

  Support Engineer

  • Worked on an outsourced project for Global (First data services) client.• Provided technical support to clients on POS devices.• Liaised with team leaders to resolve escalated technical issues appropriately within SLA timeframes.• Prepared and presented business requirements documentation (including process flow diagrams).• Handled inbound calls from customers based in the USA to provide an excellent customer service.

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  Hewlett Packard Enterprise

  Jul 2010 - Oct 2012

  Process engineer

  • Managed all major incidents for an IT Client –Symantec Globally. (More than 50k+ users across the Globe)• Responsible for monitoring the automation queue and to ensure they are dealt within the SLA (Automation Supervisor) and Problem solving. • Responsible for producing and communicating KPI metrics to management.• Reinforced changes within the organisation by communicating improvements &celebrated successes.• Designed and implemented change management processes using ITIL/ITSM standards for IT systems.• Managing migrations of domains and providing support for the clients for proper email flow and to troubleshoot the technical issues.• Analysed procedures and processes for change for applications and infrastructure components.• Ensured all changes were tested, documented, communicated, approved and successfully implemented.• Extracting, collating, synthesizing, and performing data integrity checks to provide critical and time sensitive metrics for Group reporting.• Worked on an asset management process project.• Prepared and presented business requirements documentation (including process flow diagrams).• Worked with teams in Asia-Pacific, the USA and EMEA to resolve networking change issues.• Prepared & presented service agreements, business continuity plans and performance standards. Show less

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  People Soft Group

  May 2013 - Dec 2014

  Team lead

  Hired for Success Factors An SAP Company • Work at SAP client site.• Performing the roll of Team lead (10 colleagues) for SAP, Success Factors Partner Cloud Operations team: creating a positive environment by monitoring workloads of the team while meeting client expectations and respecting the work-life quality of team members; providing candid, meaningful feedback in a timely manner and keeping leadership informed of progress and issues.• Primary focus on processing pre-sales activities, training, partner implementations and escalations.• Identifying and addressing client needs.• Work closely with the engineering team in resolving and optimizing the demo environments.• Work with application development teams to improve system performance through environment upgrades.• Manage SharePoint Site, Windows and AD Account Administration.• Configure SharePoint settings, Disseminate general SharePoint information.• Expertise in solving any issues related SharePoint Environment.• Actively participating in client discussions and meetings; communicating a broad range of services; managing engagements including preparing concise, accurate documents and balancing project with the occurrence of unanticipated issues.Roles and Responsibilities under-HCM Cloud Ops Escalations:This role is customer-facing and focused on customer escalations within the Operations team. This role is intended to manage customer accounts, manage and triage escalations tracking within the Operations team, and to additionally improve resolution time and communications. • Perform a primary interface for Global Management with regards to customer escalations. Show less

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  Accenture

  Jan 2015 - May 2017

  IT Operation Analyst (IT Project Management)

  Project 2-Change ManagerChange Manager – Accenture Service Pvt Ltd (9 Mths) (Sep 2016 till May 2017) Worked as a Change Manager for Client-NBN Co. Key areas include Analyzing & implementing policies and procedures, tracking statistical information, analyzing, interacting with various support groups, establishing risk assessment, Ensuring changes meet business objective. Worked with client to understand gap and document requirements for Change Management, Developedwork flow of Change Management procedures. Analyze, prioritize, classify, and schedule the Change Requests. To authorize or reject changes based onchange assessments, Track and monitor changes and projects through the ITIL Change Management lifecycle. Table all Changes for a Change Advisory Board (CAB) meeting, issues an agenda and circulates allrequests for changes to Change Advisory Board members in advance of meetings to allow priorconsideration Coordinate with technical teams to support them to integrate the changes with change managementinitiatives undertaken by the organization. Initiate ECAB meetings for all urgent RFCs. Authorizes acceptable changes, either alone or after a CABor ECAB has taken place. Updates the change log with all progress that occurs, including any actions to correct problems and totake opportunities to improve service quality. Dealing with Emergency Changes in a described manner regulated by the guidelines of CAB and ChangeManagement procedure. To ensure there is no clash or conflict between any of the implementations on the same platformsincluding same configuration items Monitoring and maintaining the Configuration Management Database (CMDB) Closing the changes appropriately depending on the status of the implementation Show less

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  Wipro

  Jul 2017 - Jul 2018

  Senior Consultant

  • Responsible for overall delivery for Hyderabad team, Automation, business value initiatives, Contract compliance, COD and customer satisfaction of the engagement.• Interaction with senior leadership of Customer and contribute to revenue.• To oversee the delivery commitments to client and to meet / exceed SLA/KPI targets.• Conducting monthly & Quarterly business reviews with Internal and Customer’s senior leadership.• Drive delivery lead revenue to increase revenue.• Improve the close count, attrition, Avg PPR parameters to improve the account margin.• Implement agile management ideals by facilitating exercises such as sprint planning and team leading standups.• Manage project timelines and communicate with management staff and clients to ensure project progress satisfactorily.• Enact delivery upon completion of projects and ensure that delivery adheres to agile practices maintained by the company.• Have an active engagement with customer and to build relationships at all levels of customer organization by ensuring timely resolution of issues and concerns and beat their expectations.• Driving people processes – Timely appraisals, Progression etc., Show less

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  Collabera Digital

  Dec 2018 - Jun 2020

  Project Manager

  Client Account : Microsoft India Development Center● Worked with a team of IT Managers to review and improve the process to refine andcrowdsource the knowledge graph to optimize the search content and manysupplemental information and make it available to better augment user experiences.Major Project : Build a visually rich knowledge card with curated interesting content fromSatori for Bing Search Engine.● Identified the stakeholders, collected the high-level scope and identified high-level risk.● Support other groups as needed in production of Business Case.● Developed the project management plan, Risk and issue management, changemanagement, communications and stakeholder management plans.● Phase 1 Focus: Curation of data through internal editors● Phase 2 Focus: Crowdsourcing of data and even user-generated designs (tentative onuser-generated design).● Helped the team with Data Curation and Design Experience.● Reviewed and tracked the progress of the project.● Worked closely with the technical team, monitored tasks and project progress andhandled issues.● Proactively addresses systemic impediments to team agility and guided the teams onmethods to escalate when needed to prevent challenges from becoming blockers.● Held review meetings to monitor progress of the projects as per schedule, ensuringtimely completion and delivery of the projects.● Identified the new risks and performed the Change management process for the changerequests that occurred.● Handed over the deliverables(Guidelines for editors, Facts for entities), Lessons learneddocumentation. The pilot segment was a success as we're able to create Modules for thesegments more interesting as described during the scope. Submitted documents anddeliverables on time with a feasible solution that met customers requirements Show less

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  Block Gemini

  Apr 2021 - May 2022

  Project Manager

  Key Clients : Vodafone, MetaNept, Wallex Bank •Overseeing the Blockchain project team and managing Crypto Projects.•Mange any challenges including managing strategic relationships with key blockchain partners, Product Team, Marketing, Field and Channel relationships. •Ability to comprehend the project’s objectives. Coordinating with cross-discipline team members and Business stakeholders to make sure that everyone is on track with project requirements, deadlines, and schedules.•Coordinate internal resources for the flawless execution of projects. Conduct daily standup with project team members to identify and resolve blockers.•Manage changes to the project scope, project schedule and project costs using appropriate verification techniques.•Ensure that all projects are delivered on-time, within scope and within budget. Work with BA and Solution architects to turn client requirements into technical requirements that software developers understand.•Breaking down the various elements involved in getting the work done, such as producing a timetable, assigning tasks to team members, and developing checkpoints for progress.•Track project performance, specifically to analyze the successful completion of short and long-term goals•Oversee the blockchain processing activities and ensure that the systems are reliable and performing at peak efficiency. Show less

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  Eviden

  Jun 2022 - now

  Senior Consultant

  Responsible for execution and delivery across the clients Engagement.Work on scope of the engagement and assist team with staffing, updating the engagement, developing draft templates Project Management Status, Time Trackers/Lead Sheets Execution