Sohan Kumar Bhardwaj ITIL, CSM, GDF, AWS

Experience

• 

  IBM India Private Limited

  Aug 2006 - Feb 2017

  This position focuses on delivery of contracted service levels for a specific account. The position is a key client-facing role. We are the key member of the account delivery team and the focal point for service levels on the account.Responsibilities & Duties• Establishment and maintenance of the Service Level operational documentation which identifies all service levels.• Negotiation of changes to service levels with client, account team and delivery teams.• Negotiates contracted annual improvement requirements with delivery, account team and client.• Conversant with all contractual requirements regarding service levels.• Prepares contract changes applicable to service levels and follows such changes through the account contract change process to ensure timeliness and accuracy.• Works closely with the account reporting team responsible for collating and distributing service level reports.• Acts as a final checkpoint for all service level performance reports before delivery to the client.• Escalates cases for relief within IBM and with client as appropriate.• Alerts Delivery Program Executive, delivery teams and PE to service level trends, impending defaults and financial consequences of service level defaults.• Advises Delivery Project Executive, delivery teams and PE of recorded defaults, and financial consequences.• Advises Delivery Project Executive and PE on earn back or bonus provisions to maximize opportunity to recover service level defaults.• Tracks and reports on historic service level performance and credits/bonuses/earn back.• Ensures that a long term view is taken of service levels and service level management on the account to ensure that IBM maximizes all returns over the term of the contract.• Conducts education sessions for all relevant delivery and account teams.• Utilizes service level management trend knowledge to assist the client in evolving service levels to reflect business imperatives. Show less Key Responsibilities: –• Managed 34 employees working in different teams and projects.• Preparing and implementing action plan for bottom performers.• Communicate with clients regarding new suggestions/process issues/Escalations• Review and improve service processes to optimize service delivery• Participating in periodic performance reviews of process, self and team members• Identifying Training and Coaching needs for all team members• Monitoring associates to identify area of opportunity for feedback and continuous development.• Tracking the performance of associates on a daily basis – Skill, Productivity and Quality• Staffing/ Schedule management, Shrinkage planning, Attrition management and Normalization• Drive team based learning and development activities• Handling Escalations from Clients / End Users for the team.Transitioning & Project Management• Managed overall Transitioning Program and Performance with Transition Methodology and Phases.• Helped Accounts team in the Re-Sizing of a team, Manpower Planning, Budgeting & Costing.• As a Service Line Owner, defined relevant KPI for internal SLA.• Establish and manage relationship with Customer and Project Stakeholders.• Manage expectations across Internal and External Stakeholders of the project.• Identify, evaluate and manage risks through the transition lifecycle to avoid impact to timelines.• Manage Transition tollgates as per schedule including effective handover to operations team.• Ability to develop and monitor project schedules and timelines to identify and meet milestones.• Lead and manage projects in support of the Risk and Compliance management domain, including projects focused within one service line, or many cross multiple service lines• Initiated & coordinated activities to improve service-cost by automation• To work with different geography teams to deliver the solutions to the different customers, within or outside the Risk and Compliance organization. Show less • Managing incidents and ensures that they are logged, updated, expedited and resolved within the scope of the Service Level Agreement.• Assigning high Severity for Major Incidents and ensuring minimal disruption to the service.• Facilitating conference and bridge calls to aid in incident resolution.• The focal point while leading a Sev1 and Major incident.• Handling conflict situations and make quick decision while driving incidents.• Providing updates to senior and executive management.• Service Level Management Process: Supporting SLM Calendar release, Review of SLA performance reports, Data Reporting for SLA Breaches.• Coordinating for SLA Audits: Providing Support data and sharing of Audit findings and initiating closure of non-conformance by agreed target time.• Gathering root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process.• Handling day-to-day incident issues and escalating the Incident Resolver Groups as required to bring the resolution of the incidents back on schedule• Providing Critical/ Sev1 Incident resolution status as and when requested to stake-holders • Ensuring the quality and accuracy of incident information, in the Ticket• Ensuring that we meet the Response SLA and Resolution SLA. • Initiate and coordinate the Problem investigation and own all Problems, RCA framework of the problem management Process.• Identify Problem Investigation, assignment issues, Acting as an initial escalation point for day-today Problem Management issues.• Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking Open Problems and identifying any Problem that requires increased focus to meet agreed target levels.• Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets are met. 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  • Service Level Manager

    Jan 2015 - Feb 2017

  • Team Lead (People Management / Project Management)

    Jan 2010 - Dec 2014

  • Specialist - IT Service Management

    Sept 2007 - Dec 2009

  • Senior Technical Support Specialist

    Aug 2006 - Sept 2007
• 

  Vodafone

  Feb 2017 - Dec 2020

  Services Manager is end-to end accountable for the operations of Services portfolios and responsible for the day to day delivery of the services, in line with agreed service levels to ensure key KPI’s are upheld. Accountable for ensuring project solutions are supportable long term as well as ensuring that deliverables required by the support organization have been completed as per organization.Manage and implement Service Strategy among accounts and ensure high level of customer satisfaction through implementation of customer engagement programs and retention initiatives. Proactively manage the global customer service relationship for a number of Vodafone companies, affiliates and partners in all geography and work with local personnel to meet all service metrics. Drive and strategize, executive and implement business objectives through Key performance deliverables.Key Responsibilities:• Support & review transition activities, project solutions & CSI opportunities with no value leakage.• Deliver Service Level Agreements (ensuring alignment of E2E SLA within associated agreements and contracts), budgets for Transition and Run & Maintain costs, Knowledge Transfer & Transition Plan, co-ordinate source code documentation and handover• Acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels.• Facilitate teams and support stakeholder’s engagements throughout the lifecycle of the project in order to build a relationship where solutions are agreed as per Business & Costs where timelines can be met• Proactively engagement with internal stakeholders to help all to meet SLA’s, Organizational goals & metrics.• Manage vendor operations teams, ensuring beneficial & responsive relationships are maintained & established.• Ensuring services provided by 3rd parties are secure and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld. Show less

  • Global Service Manager at _ VOIS

    Oct 2018 - Dec 2020

  • Enterprise Service Manager

    Feb 2017 - Oct 2018
• 

  Shell

  Apr 2022 - Sept 2023

  Understands, delivers or improves the range of activities necessary to seamlessly integrate and operate one of the world’s largest IT estates. The scope covers service management activities, Hybrid on-premise and Cloud operational landscapes with many integration points; and the integration of the interdependent services of diverse internal and external service providers into end-to-end services which deliver value to Shell.• Assists the response to service interruptions impacting Business Critical Application Landscapes. Situation Managers further assist in Root Cause Analysis and get key stakeholders involved such that learning can be put into action to prevent future service interruptions. The ability to support discussions, manage conflicts and collaborate with suppliers, external parties, Shell staff and stakeholders is a key component of this role.• Investigates, coordinates involvement of key SMEs and runs Service Interruption processes leading to the restoration/resolution of service and issues. Exercises substantial personal responsibility and autonomy in resolving complex problems and assignments. Investigates, defines and resolves complex problems.• Collaborates across team(s) and has some exposure to / interaction with business leadership.• Works independently under broad managerial supervision. Delivers the work as assigned, applying the work procedures, frameworks. Guidance provided for those tasks where there are limited precedents available. Show less

  • Situation Manager - Global Command Centre

    Jan 2021 - Sept 2023

  • Situation Manager - Global Connectivity Management Centre

    Apr 2022 - Feb 2023
• 

  LSEG Data & Analytics

  Sept 2023 - now

  Senior Specialist - Risk & Resilience Processes | Data & Analytics

  Helping to drive Risk Strategy and controls for the structure of Excellence around our solutions which are consistently brought to market that are required to build sustainable platform solutions.Resilience:Working with the Group Risk & Operations teams to help coordinate the global operational resilience requirements across the D&A group – ensuring coordination or reporting requirements and progress around Important business services, learning requirements, process mapping and testing key processes. Help coordinate the tracking around the progress of the overall resiliency portfolio and overall D&A Operational Resilience KPI’s.Strategic TransformationWork with the business leads to identify the key Risk in business. Help coordinate the risk assessments (RCA) in alignment with the Group Risk representatives on the D&A strategic change programs. Provide updates on Roadmaps as it relates to progress of resiliency projects to help identify potential risks of the transformation. Help coordinate the required output from the respective teams across D&A to ensure that technical approaches meet business strategy.Remediation prioritisation:Provide supporting data which will be presented to the commercial team to help manage the overall focus areas for ongoing remediation with a focus on Resilience. Continue to track the prioritised list of focused shared applications. Support prioritisation of workflow for next in line projects, ensure there is cross technology and business support for these. Provide input and support reporting for overall risk-based remediation program in support of the D&A Operation Resilience programme.The role will work closely with members of Central Risk, Platform and Data Management teams as well as Commercial, Development, Content, Operations, SAM & Product to support the establishment of a clear short term and long-term Resiliency and Risk plan. Show less