Dipesh Jain

Experience

• 

  Reliance Communications

  Dec 2007 - Feb 2011

  Business analyst-enterprise and global business (business engagement)

  •performed role of business analyst for projects/areas like: reliance globalcom - passport service, mindbridge (audio conferencing service), flag telecom (wholesale bandwidth/ip service provider)•single point of contact (spoc) between customer/ business and functional teams following cmmi level 3 processes•captured business requirements and investigate business processes and business needs to resolve underlying pain areas in existing business processes/ system designs.•managing timely delivery of customer requirements by participating into project lifecycle and associated processes and preparation of required documentation for projects•conducting review with customers, getting feedbacks and improvement suggestions, getting changes done to improve customer satisfaction•end to end customer delivery management and also escalation handling show less

• 

  Tech Mahindra

  Apr 2011 - Apr 2013

  Business process consultant / business analyst

  •transition planning for transition of l1 and l2 services. developed detailed plans for operations transition and service management transition•part of process team capturing business processes and operations processes during the kt sessions, prepared sop and bpd documents•deliver service management processes based on industry best practices for ibm stack and later worked on localizing the processes from techm perspective•detailed review of service management processes like incident management, problem management, change management, access management, service request management, release / deployment / ops acceptance and service level management•worked on service management process harmonization for different vendors so as to have a unified processes in place•trained the operations teams on the captured service management processes and monitored their readiness to take over operations post cutover show less

• 

  Capgemini

  May 2013 - Aug 2016

  Sr. consultant

  core responsibilities:• establishing the incident, problem and change management process for new on boarded customer• part of process team capturing all the processes and operational activities during transition (kt/handover) and bau implementation• setting up isae3402 audit and compliance policy and perform regular audit • initiate continual service improvement and lead the same• team management, escalation handling, delivery managementadditional responsibilities handled:• team lead for change management process team consisting 15 members• trained the operations teams on the captured service management processes and monitored their readiness to take over operations post cutover• apply a structured methodology and lead change management activities • support change management at the organizational level, enterprise change management show less

• 

  IBM

  Aug 2016 - Aug 2021

  Integrated service manager

  • responsible to supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client (sla or equivalent documents) while keeping a constant focus on improving the performance of the services provided. end to end ipc service delivery management for client's infrastructure services• represents the client viewpoint to the delivery organization resources allocated to the contract. • managing as spoc for all it infrastructure service requirements for client including hardware, servers & systems, networking, vendor management requirement• be the first service management contact point for the delivery organization for all the "operational activities of the customer". - assumes the leadership and the operational responsibility for the resources allocated to the clients or services.• be the client's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts. • own the operational service or client documentation used within the delivery organization and own responsibility for its update. • participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the management team in the service status meetings held with the client. • as it management consultant - use problem solving, issue-based and hypothesis-based methodologies and provide recommendations and solutions to client it and business processes. show less

• 

  Kyndryl

  Sept 2021 - Feb 2022

  Integrated service manager

  • responsible to supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client (sla or equivalent documents) while keeping a constant focus on improving the performance of the services provided. end to end ipc service delivery management for client's infrastructure services• represents the client viewpoint to the delivery organization resources allocated to the contract. • managing as spoc for all it infrastructure service requirements for client including hardware, servers & systems, networking, vendor management requirement• be the first service management contact point for the delivery organization for all the "operational activities of the customer". - assumes the leadership and the operational responsibility for the resources allocated to the clients or services.• be the client's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts. • own the operational service or client documentation used within the delivery organization and own responsibility for its update. • participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the management team in the service status meetings held with the client. • as it management consultant - use problem solving, issue-based and hypothesis-based methodologies and provide recommendations and solutions to client it and business processes. show less

• 

  Welspun Transformation Services Limited

  Mar 2022 - Dec 2022

  It project manager

  group it infrastructure – executive assistant jointly drive strategic initiatives with senior leaders in each group. project management / operations management across all welspun locations. coordinating with cross functional teams to ensure on time and successful project delivery. monitor sla of support partners and assess their performance. participate in ad-hoc business areas and special projects. coordinate for it infra and application control audits for internal and statutory audits; work onthe gaps in the it processes based on audit findings. work closely with vendors and start-ups to evaluate their offerings and conduct poc's show less

• 

  Cognizant

  Jan 2023 - now

  Itom manager