Sidhartha Shankar

Experience

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  Genpact

  Aug 2005 - Nov 2006

  Technical Support Associate

  Supported Dell Laptop, H/W, Win XP, Printer configuration, Wieless

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  HSBC

  Dec 2006 - Aug 2015

  Senior Analyst- Service Management

  Service Offering & AgreementsService CatalogService Request ManagementService Level ManagementConsultation to Project ManagersStakeholder ManagementIncident life cycle control, Incident reviews.TQM - Quality Assessment, Quality Assurance, IT Audit, Process GAP Analysis, Service Improvement Plan (SIP) Continual Service Improvement( CSI).IT Service desk – IT Service desk, IT Service desk quality control. Quality assurance, TQM • Stake holder Management of UK, US, Middle East and Asia Pacific region • Service offering and agreements – Intra Group Service Agreements (IGSA) • Successful implementation of Helpdesk Customer perception survey in IT Operations (APAC, Middle East, UK and US) Show less

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  Compucom

  Aug 2015 - Jun 2023

  Senior Manager, Service Integration And Management (SIAM)

  *Provided strategic and operational guidance, by leading and directing the ITSM, Application Packaging, Endpoint Management, Project Management, Data Center Operations, and BI Reporting departments.*Demonstrated exceptional leadership, pre and post Covid, in driving efficient service delivery and continuous improvement across Application Packaging, Endpoint Management, and Data Center Operations.*Collaborated effectively with CXO level executives to ensure regulatory compliance and achieve operational excellence.*Aligned business goals with value streams and successfully implemented Service improvement plans across diverse industries, including Banking, Retail, Investment, Healthcare, Education, Hospitality, and Infrastructure.*Led a large team to consistently deliver high SLA performance, exceptional customer satisfaction, and operational excellence.*Oversaw major incident coordination, problem management, and change management processes.Implemented ITIL framework and Lean Six Sigma methodologies to reduce operational costs and enhance service quality.ISO 20K ( Service Management)Draft Policy, Procedure,Design Services,Set up GoalsClient Management, CSATBusiness expansion & developmentSet up SIAM, Process KPIsIncident Management, Problem Management, Change Management, Request ManagementProcess Maturity assessmentContinual Service Improvement,Onshore Offshore Integration, Stakeholder ManagementClient consultation & TransitionEscalation ManagementPresales - RFPPeople Management, Project Metrics, Workforce PlanningProfit MarginsHiring Show less

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  Alcor Solutions, Inc.

  Sept 2023 - now

  Lead Consultant

  Cloud Technology, Organizational Change Management, Digital Transformation, Business strategy, Vendor Management, IT Services and IT ConsultingAlcor Solutions Inc is a ServiceNow Elite partner, AWS partner, and an Oracle Gold partner. Alcor advises leading businesses on Cloud Platforms, Digital Workflows, Technology & Robotic Automation, Enterprise Service Management, HR Solutions, Integrated Risk Management and Data & Analytics.