Harsimran Singh

Experience

• 

  IBM

  Jul 2008 - Aug 2011

  Technical Support Sr. Associate
• 

  NTT DATA

  Aug 2011 - Mar 2017

  Previously known as Dell Services Previously known as Dell International Services

  • Senior Associate

    Nov 2013 - Mar 2017

  • Associate

    Aug 2011 - Nov 2013
• 

  NTT DATA India

  Mar 2017 - Aug 2019

  Service Desk Team Lead

  • Supervised day to day operations of a 24/7 service desk team of 30+ members, ensuring adherence toSLA targets.• Led a shift left initiative for the Service Desk, enabling frontline staff to handle software installationswith enhanced troubleshooting capabilities and self service tools.• Achieved a 10% reduction in ticket escalation rates by increasing first contact resolution.• Additionally, customer satisfaction improved by 3% through faster response times, higher resolutionaccuracy, and proactive issue management.• Developed and implemented standardized templates for incident creation, covering both email andcall b ased submissions which r educed processing time by 40%• Improved ticket quality by ensuring consistency in data capture and better alignment with incidentcategorization, enhancing overall workflow efficiency.• Managed resource allocation and weekly team ros ters to ensure optimal coverage and service delivery.• Led one on one performance reviews to provide constructive feedback and foster individualdevelopment.• Facilitated weekly status calls with senior leadership, representing the team and addressing any is suesor concerns.• Collaborated with senior management to resolve escalations and optimize team performance. Show less

• 

  NTT DATA Services

  Aug 2019 - Sept 2024

  Incident Manager

  • Led the Service Management (ITSM) operations, focusing on incident, critical incidents, request, and service level management for major clients.• Served as the primary point of contact for high-priority incidents, driving corrective actions and expediting resolution efforts.• Led Major Incident and Technical Bridge calls for Priority 1 and Priority 2 incidents, coordinating with technical teams to ensure adherence to standard processes for timely service restoration.• Managed CritSit communication by sending regular email updates to stakeholders, including clients, leadership, and technical teams, ensuring transparency and progress tracking.• Maintained attention to detail in documenting incidents and tracking resolution timelines, improving post-incident analysis accuracy.• Led weekly status meetings with executives to communicate critical incident status, risks, and resolutions, ensuring alignment with business goals.• Developed and introduced an Incident Audit process within the Incident Management framework, ensuring rigorous review and tracking of incidents throughout their lifecycle.• This resulted in a 97% achievement of the Service Level Agreement (SLA) for incident resolution, meeting established performance targets and enhancing customer satisfaction.• As a result, the company avoided penalties for non-compliance, leading to significant cost savings.• Implemented a follow-up process for tickets aged over 90 days, resulting in a 75% reduction in ageing and improving ticket resolution time.• Regularly engaged with stakeholders during operational reviews to address escalations and identify improvement opportunities.• Collaborated with Problem Management, identifying recurring issues and initiating actions for root cause analysis (RCA) to prevent future incidents.• Delivered comprehensive data-driven reports on incident status, analysis, and progress to senior leadership and stakeholders, ensuring alignment with organizational goals. Show less