Honey Agarwal

Experience

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  HCL Technology Ltd

  Oct 2009 - Mar 2013

  Deputy Manager

  IT Service Desk Lead & team handling of 40+ engineers

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  Wipro

  Apr 2013 - Apr 2016

  Operations Manager

  • Handle & manage the team to ensure that the key deliverables are met on time.• Handling EUSS operations in all EXL centers across Noida with L1 hands & feet support team of 30 Desktop engineers.• Handling escalations from end customers & client.• Active participation in MCC, DR & Power shutdown activities.• Handling of business movements effectively to ensure there is zero downtime.• Handling Desktop compliance for multiple IT controls i.e. AV, WSUS, EEPC, EMC AVAMAR, DLP etc. on 5500+ desktops & Laptops• To lead activities e.g. business movements, migrations, mass deployment, new business setup etc.• To lead & ensure timely power shutdown activities at all Noida sites for continual business running.• To ensure all EUSS SLA’s are met and no long pending issue• To lead & meet all IT compliance Audit requirements for all Business clients at EXL Noida sites.• To ensure all incidents & service requests are meeting SLA and resolved promptly.• To handle end-to-end incident management of the service desk processes• To lead or support, as appropriate, recruitment, selection and induction of Service Desk staff. • To be available to respond to user and colleague enquiries and escalations. • To ensure 24X7 hands & feet support at all EXL sites• To participate with Transition team for ensuring Go Live of new business at EXL.• To provide all inputs for SLA measurements & weekly/monthly dashboards to MIS team.• To comply with all organizational standard working practices including attendance of team meetings and completion of administrative tasks. Show less

• 

  HCL Technologies

  Apr 2016 - Dec 2018

  Senior Manager

  • Responsible for EUC Manager role for global operations• Handling of complete centralized support business for HCL comprising of L1 & L2 support, service desk, applications support, ITSM for 130K+ end users spread across 40+ countries • Transition and transformation of the EUC services for the business extended by HCL Merger and Acquisitions (M & A)• Active role in Digital IT, expansion of self-service & automation projects• End to end incident management & SR fulfilment of 80K tickets per month with team size of 100+ FTE’s• Consultant for complete IT Service Management & end user support tools management• Coordinate and work with Problem Management & Change Management Team.• Handle as client escalations on all Incident Management tickets of the service desk and ensure that all escalations are resolved. • Lead mass projects for end user services e.g. O365 migration, MDM adoption of one drive• Due-diligence for onboarding any new services related to End User Computing (EUC) to the production• IT Compliance management for all remote users• To lead service improvement activities and assist in their deployment. • Business Continuity Planning in case of crisis in the delivery centers in accordance with the Corporate Risk & Compliance (R&C) guidelines• Handling Global IT related mass communications & down times to all end users for planned/unplanned downtimes, & urgent outages• To effectively use Service Desk technology, including (but not limited to) incident management tools, to ensure efficiency of operation and customer satisfaction. • Undertaking responsibilities of removing unnecessary procedures in process for efficient functioningTo monitor and manage Incident Management queues, ensuring that quality and SLA targets are achieved with emphasis placed on first call resolution.• To contribute in the continual development and improvement of the Service Desk with the emphasis on customer focus being a priority for the team. Show less

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  NEC Corporation India Pvt Ltd.

  Dec 2018 - Feb 2022

  Delivery Manager

  • Responsible for service delivery for L3 support on Microsoft technologies e.g. M365, Windows Servers, SharePoint, Application Packaging etc. for Australian client with 35+ team size• Guide and support the Pre-Sales team during the bid phase to tailor the solution in line with customer requirements and ensure the scope, sizing and SLA are in line within the guidelines.• Manage and drive teams from multiple technologies/Geo’s to align towards delivering the goal.• Plan resource, effort, asset, timeline, and cost for executing the transformation• Responsible for service delivery for L3 support on Microsoft technologies e.g. M365, Windows Servers, SharePoint, Application Packaging etc. for Australian client with 35+ team size• Guide and support the Pre-Sales team during the bid phase to tailor the solution in line with customer requirements and ensure the scope, sizing and SLA are in line within the guidelines.• Manage and drive teams from multiple technologies/Geo’s to align towards delivering the goal.• Plan resource, effort, asset, timeline, and cost for executing the transformation• Contract Management, SLA, Performance/Progress reporting, CSAT, Process improvisation & New project management• End to End transition for Managed Services, from due diligence until go live• Mapping client's requirements and rendering effective solutions in line with the guidelines & client expectations• Maintaining positive relationships with customers.• Identifying customer needs and overseeing service delivery within the business context.• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.• Determining ways to reduce costs without sacrificing customer satisfaction.• Assessing customer feedback and using your creativity to establish, improve, and refine services. Show less

• 

  Umbrella Infocare Pvt Ltd

  Mar 2022 - now

  Lead Service Delivery Manager

  Some of the key areas to define my work experience are:-Lead Service Delivery for Enterprise customers accross globle for Cloud Projects & Support-Experience in building and operating services at scale, telemetry, data-driven process improvement, automation.-Experienced in identifying inefficiencies and optimizing performance by streamlining processes, technology and teams. -Enjoys creative problem solving to enable change and transformation. -Successfully defined and executed efforts to realign Network and Cloud Operations for increased responsiveness. -An innovative and effective leader with distinguished abilities in Recruitment, managing teams remotely, keeping them motivated and drive towards high performance.-Developing functional strategy, vision, driving organizational changes and transformation to Engineering.-Detailed oriented, data driven, resourceful, has excellent communication & interpersonal skills. -My expertise spans from strategy/planning, engineering/implementation to operations with the goal of increasing efficiency, reducing costs and aligning with business objectives. -Strong team builder and coach, skilled at inspiring confidence, leading by example and managing high-performance teams committed to quality delivery Show less