Anilsingh Kampli

Experience

• 

  Infosys

  Jul 2011 - Aug 2014

  Senior Technical Support Officer

  Significant Highlights:• Managing and coordinating the NOC Team with the prime focus on coordination to ensure that the networking system runs efficiently without interruption.• Managed the day-to-day operational activities of the team to ensure that system requirements had been properly implemented and procedures carefully followed; informed the management, partners and peers about network performance and service availability.• Coordinated with the duty shift table for the NOC operations and allocated staff members to different shift duties to ensure the whole NOC shift worked efficiently and effectively.• Helped hire the correct resources for the NOC Team; conducted training and onboarding for new joiners along with management.• Administered incident management, change management, and problem management as per the SLAs.• Provided extensive telephone and remote technical support on products under support contracts to meet our customers’ expectations for quality technical support.• Opened tickets for the fault observed and resolved accordingly and escalating the issue to L2• Generated weekly, bi-weekly, and monthly reports for all regions for circuit outages (ASIA, EMEA, and APAC) • Assisted the clients through standard services and ITIL channels that ensures a fast response and quick resolution to IT systems issues and communication systems related to Voice and Data to meet the Internal and External SLA• Executed the fault management and escalation by identifying and responding to faults in the network; liaised with 3rd party suppliers, managing the escalation through to resolution Show less

• 

  Dell Technologies

  Jul 2014 - now

  Key Projects:•ServiceNow Ticket Intelligent Routing using AI/ML:Spearheaded a project to implement AI/ML-powered intelligent ticket routing in ServiceNow, improving the accuracy and efficiency of ticket assignments. This project led to a significant reduction in resolution times and improved customer satisfaction.•Effectiveness Program (Time of Incident Resolution):Led an initiative focused on reducing incident resolution time by implementing process improvements and operational efficiencies. This program enhanced service availability and response times, leading to better SLA compliance and customer outcomes.•Shift Left L2 to L1 Program (First Time Fix 1.0 and 2.0):Drove the "Shift Left" initiative aimed at transferring tasks from L2 to L1 support to improve first-time fix rates. Successfully implemented two phases (1.0 and 2.0) that increased L1 efficiency and reduced reliance on L2, leading to faster resolution times.•Automation Project (L1/L2 Mundane Tasks):Led the automation of repetitive and mundane tasks performed by L1 and L2 teams, resulting in improved productivity and educed manual effort. The automation project streamlined operations and allowed teams to focus on higher-value tasks. Show less Highly skilled IT professional with over 13 years of experience in Managed Services, Infrastructure Services, IT Operations, and Network Operations Center (NOC) management. Demonstrated expertise in service delivery, Agile methodologies, and ITIL processes, with a proven track record of leading successful projects in AI/ML, automation, and process improvement to optimize operational efficiency.• NOC Team Management & Coordination: Leading a team of 30+ professionals with a focus on ensuring the networking systems run efficiently and without interruption. Coordinated shift schedules, resource hiring, and team training, enhancing NOC operations and service reliability.• Operational Excellence: Managed the implementation of system requirements, informed key stakeholders about network performance, and ensured compliance with SLAs for incident, change, and problem management.• Customer-Centric Approach: Worked closely with customers to ensure requirements were met, delivering high-quality solutions across Backup, Storage, Networking, and Cloud technologies. Consistently identified opportunities to reduce costs and enhance customer satisfaction.• Agile & Project Management: Applied Agile methodologies to facilitate team collaboration, organized sprint meetings, and ensured timely project execution. Proficient in blending traditional project management with Agile principles.• Reporting & Metrics: Generated performance reports covering circuit outages and network performance for key regions, providing critical insights to stakeholders. •Customer & Stakeholder Relationships: Maintained strong relationships with internal and external stakeholders, including conducting regular performance reviews and managing service delivery expectations. Show less

  • Project Manager Program Management Office

    Jul 2014 - now

  • Advisor, Services Project/Program Management

    Jul 2014 - now