Anupam Joshi

Experience

• 

  Wipro Limited

  Jul 2008 - Apr 2010

  Senior Associate
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  HCL Technologies

  May 2010 - Jan 2011

  Senior Analyst
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  Dell Technologies

  Jan 2011 - Jan 2014

  Senior Analyst

  Acting as a single point of contact for all the critical incidents and is held responsible for remediation of the issue reported in set time frame.Ensure recording of incident and problem analysis outputs in the incident/problem management database.Ensure rapid response and clear communication strategies regarding the reported INC’S to stakeholders.Responding to all input regarding unplanned service interruptions from customers and internal IT.

• 

  Ericsson

  Feb 2014 - Jun 2016

  Deputed as an Operations Manager at Ericsson India Limited (Jaipur) till June 2016. Where I was responsible for the execution & implementation of Telecom Projects and ensuring their timely closure. Managing team of 4 ZTM (Zonal Technical Managers). I am working as an Incident Manager for Telecom client of Ericsson. Acting as a single point of contact for all the Critical incidents and is held responsible for remediation of the issue reported in set time frame. Ensure recording of incident and problem analysis outputs in the incident/problem management database.

  • Operation & Maintenance Manager

    Apr 2016 - Jun 2016

  • Incident Manager

    Feb 2014 - Mar 2016
• 

  Pearson Lanka

  Jun 2016 - Jun 2019

  Service Delivery, Major Incident & Problem Manager

  Overseeing the procedure management of major incidents, ensuring timely communication to all organizational levels, and effectively relaying impact and status updates.Partnering with multi-platform teams to restore business-critical services and leading root cause investigations via the Problem Management process for all P1 incidents.Prepared the Project Initiation Documentation including the Producing Timing, Costing and Scoping DocumentationDefined service standards and guidelines, governance structure, best practices that worked as a benchmark for excellent service delivery globally for all verticals with end-to-end P&L responsibilities Managed the deployment plan to ensure the plan is delivered on schedule, within budget, meets business objectives with minimal issuesFront-led the conceptualization of ITSM Processes and setting up a ticketing management system for incidents, configuration, service requests, problems & change requests by implementing a full life cycle on Service Level Management and Reporting Facilitated delivery on agreed KPI; ensuring Service Level and Contract Reporting, including providing customers with a Balanced Scorecard, Key Measures, KPI Summary Report & weekly KPI Reports and other required or requested reportsDefined service standards and guidelines, a governance structure that serves as a benchmark for excellent service deliverySet standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLAs Show less

• 

  Macquarie Group

  Jun 2019 - Apr 2022

  Manager

  IT Service Management

• 

  Macquarie Global

  May 2022 - now

  Assistant Vice President

  Demonstrated ability to lead, motivate, and inspire teams to exceed performance expectations.Overseeing the procedure management of major incidents, ensuring timely communication to all organizational levels, and effectively relaying impact and status updates.Partnering with multi-platform teams to restore business-critical services and leading root cause investigations via the Problem Management process for all P1 incidents.Analyzing trends based on key issues highlighted in the report; applying negotiation styles accordingly while managing stakeholdersAdministering the change requests according to business guidelines and service-level agreements.Communicating proposed work plans to the senior management and application support team, application support policies, procedures and SLA to the relevant parties.Conducting feedback session with client groups; confirming Service Level Agreements (SLA) with users, which includes the level of application support maintenance. Creating documentation of the support services to be delivered based on each application’s functionality.Developing and executing process improvements that resulted in impactful reliability ratings for meeting delivery dates; introduced transparent scheduling, open meeting policies, employee mentoring, and Agile methodologies.Continuously improving the Service Level process, negotiating and controlling necessary amendments with business stakeholders, and designing/documenting Service Level Management processes, policies, rules, and guidelines.Defining action and work plans to address the issues, criteria and procedures for service developments, implementation, testing and acceptance with the service provider. Show less