Amanjit Singh

Experience

• 

  HCL Technologies (Infrastructure Services Division)

  Jun 2006 - Aug 2008

  Sr. TSO

  Worked for UK Client (BT) as Teir 2 support

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  Dell Technologies

  Aug 2008 - Jul 2017

  Supporting 15 customers from Commercial and Healthcare Industries based out of North America with a team size of 38 + Support staff in a highly complex leveraged environment. Responsible Delivering Services as per the SOW signed with the customer along with the tracking and implementation of Deliverables. Responsible for meeting and exceeding Customer Satisfaction scores, Handle critical escalations, Attain high FCR%, NPS, Client SLA's/OLA's, Pre-sales, Cost Management, Billing, Employee Goal planning vs targets achieved, Annual appraisals, Employee Satisfaction, RCA and CSI. Show less  Pivotal in monitoring and providing high quality FCR by working with best practice and reliable techniques. Essayed a pivotal role in supporting multiple accounts which included understanding and fixing of different computer related issues.  Dexterously understood the complexity of major issues and its impact on the client. Played a key role in working closely with the onsite teams to improve efficiency to achieve highest level of client satisfaction. Successfully took account trainings for the new hires, Tools training. Dexterously performed Shift left activities – Added more FCR for the Service Desk to provide one stop shop for the customers. Essayed a key role in the implementation of innovative methodologies to improve first call resolution / Efficiency & manage customer perceptions. Pivotal in the Management of Shift- Prepared roster to provide sufficient Business coverage (24X7).  Spearheaded the responsibilities of Performance management for Helpdesk Team; Talent retention and attrition control. Stellar in serving as an escalation point and attended - resolved escalations from department Leaders. Managed Helpdesk Services as per SLAs defined and maintain proper documentation. Meticulously handled number of administrative duties, as an IT Service Desk - Managed transport, roster team on TMS. Generates weekly and monthly reports on customer support issues. Built a qualified Service desk team through innovative hiring and training techniques; attended Competency based interview skill training, Management from the start (MFTS).  Heading monthly governance meeting and tracking of each and every action item discussed with all the leaders. Managed PeopleSoft Time Entry for the teams based out for Noida and Bangalore (Service Desk). Show less

  • Technical Support Manager I

    Oct 2015 - Jul 2017

  • Assistant Manager

    Jun 2013 - Oct 2015

  • Team Leader - Operations - Infrastructure solutions

    Aug 2008 - May 2013
• 

  NTT DATA Services

  Jul 2017 - Aug 2018

  Helpdesk Senior Manager
• 

  NTT DATA

  Sept 2018 - Jun 2021

  Transition Specialist Advisor

  • Prepares PowerPoint presentations and delivers during Project Planning and Project Initiation Workshops to the customer and other towers.• Revises project plans, completes activities, and manages the continuous follow up to meet scheduled milestones.• Gathers and documents discovery information from customer using presentations, interviews, and conference calls.• Analyzes discovery information and develops gap analysis and pareto charts to identify/track/close risks, issue, and assumptions.• Reviews SLAs and contracted obligations from the contract and cost model to identify gaps.• Creates Visio diagrams of the tower/business unit process flows.• Writes hand-off documents which may include: Standard Operating procedures, Service Matrix, and Operations Manuals.• Documents and conducts User Acceptance testing prior to AOS.• Works closely with Service Management and prepares ITSM workbook for tower.• Conducts weekly meetings with business unit and transition stakeholders and support partners.• Recommends and drives the analysis and solutions of problems.• Monitors and controls work to ensure that the project remains on track and in control.• Interfaces and communicate with project team and management.• Communicates with the Transition team and customer contacts on project status and RAID updates.• Escalates unresolved RAID items to senior and executive leadership Show less

• 

  Tata Consultancy Services

  Jun 2021 - now

  Program Manager