Harinder Singh

Experience

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  Dell

  May 2008 - Dec 2009

  Technical Expert

  • Direct, manage and motivate a team of highly qualified technicians• Ensuring customer issues are handled properly and resolution is provided on time. • Ensuring the quick dispatch of parts and Co-coordinating with on-site technicians.• Generating reports for Incidents/Faults/Service Level/C-Sats• Handling Escalations and driving team for Customer Satisfaction• Taking Training Session for new employees

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  Tata Consultancy Services

  Jun 2010 - Jun 2012

  ITSM Consultant

  Incident Management:-Managing major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of SLA. Chairing conference calls with participants including suppliers, Service Managers, Technical Support teams, Clients and Third PartiesChange Management Co- ordination:- Participating Change Advisory Board meetings on weekly basis to give my inputs for changes, ensuring proper risk/impact assessment, risk mitigation wherever applicable to have visibility about all approvals for changes and outages by all stakeholders. Approving Emergency changes for preventing critical incidents and service restoration of critical incidents. Show less

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  Ericsson

  Jul 2012 - Feb 2014

  ITSM Consultant (Incident/Change/Problem Management)

  Deftness in handling Critical Incidents, Changes and overall functioning of processes. I was responsible for restoration of IT services working with IT support teams, delivery managers and IPCC suppliers.Problem management Co- ordination: - Providing required Incident reports/analysis to Problem Managers about re-occurring incidents for root cause analysis and creating Problem Records.Change Management Co- ordination:- Participating Change Advisory Board meetings on weekly basis to give my inputs for changes, ensuring proper risk/impact assessment, risk mitigation wherever applicable to have visibility about all approvals for changes and outages by all stakeholders. Approving Emergency changes for preventing critical incidents and service restoration.Tools used: BMC Remedy, HPSC, Siebel, JD Edwards, Dell-Serve. Show less

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  CompuCom

  Apr 2014 - Mar 2015

  Change Management Specialist

  CompuCom Canada CoProject: Service Ontario’s Healthcare Network Apr 2014 – Mar 2015• Collaborating with cross-functional project teams to integrate change management activities into the overall project plan• Developing change management initiatives and programs to manage key risks associated with deployment projects and engage employees in order to minimize resistance• Define and monitor metrics for identifying success/performance, using metrics that are realistic, achievable and implementable• Develop strong business relationships with organizational leaders in order to be an active and visible coach to change sponsors• Ensure effective communication between the project team and End-User community• Discuss impact and collision report to ensure that the Risk/Impact Assessment is understood• Support communication efforts and maintain close engagement with specialists from the Communications teamTools used: BMC Remedy 7.1,7.5 and 7.6, HPSC, Service Now, Siebel, JD Edwards, Dell-Serve Show less

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  Canadian Tire

  May 2015 - Feb 2016

  Problem Manager including Critical Incident Management

  • Using ITIL-aligned Problem Management Policies, Processes and Procedures to achieve organizational goals• Conduct root cause analysis for P1 and P2 incidents including requests received form business, IT support teams and third party vendors• Sound understanding of technologies (servers, Citrix appliances, storage systems, network controllers, routers, network and SAN switches) & operating systems (Windows, UNIX, VM, SQL etc.)• Reducing the number of Incidents that occur and avoiding repeated Incidents• Reducing the business impact of incidents that can’t be avoided by implementing workarounds• Collaborate with Change Management to initiate changes that reduce the number of incidents• Preparing weekly IT Critical Problem Summary report to provide management information about Problem Management quality and operations• Participating in daily operations meeting to keep management updated regarding the progress of Problem Records• Conduct Problem Management meetings and distribution of minutes of meeting for Problem Records• Distribution of final report to management once the problem investigation is complete• Creating 2 trend problem records every month by doing trend analysis for top 10 CI’s• On-call rotation support for Critical Incident Management role (24/7)• Strong understanding of Supply Chain Management process to improve productivity by understanding business user’s IT requirements.• Supported migration process from SunGard Datacenter to AJ Brampton and Winnipeg Datacenter Show less

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  HCL AXON

  Apr 2016 - Aug 2018

  Problem Management Lead

  • Conducting root cause analysis for all Priority 1, 2 incidents including special requests received form business, IT support teams and third-party vendors• Champions a customer focused culture to deepen client relationships and leverage broader client relationships, systems and knowledge• Develop and document Continuous Service Improvement plan for procedural efficiency improvements• Responsible for distribution, coordination, initial preparation and managing lifecycle of Problem Records • Successfully driving complex RCAs through war room investigations, SWAT & Conference bridges• Facilitating with decision makers, systems owners, and end users to identify and resolve systems issues and identify appropriate changes required• Extensive knowledge of Service Now tool to optimize reporting tasks and produce high level weekly/monthly Problem reports for executive consumption• Conducting Problem Management training sessions for Rogers Business Units• Successfully met Rogers IT target for 2016 and 2017 by reducing Major Incidents year over year• Implementing corrective actions to prevent incidents from reoccurring• Regular follow ups on Problem tasks to aid timely closure of Problem tickets • Reducing the business impact of incidents that can’t be avoided by implementing workarounds• Collaboration with Incident and Change process to improve cross functional processes• Daily Problem meeting to fast track RCA progress and past due problem tasks• Performing trend analysis for top 10 impacted CI’s, repeated Priority 3 & 4 Incidents to reduce incidents• Documenting & publishing high level Post Incident Analysis document once root cause is identified• Daily update and distribution of Problem Management dashboard to track RCA and task progress• Successfully transitioned Rogers Problem Management process from IBM to HCL-Rogers Show less

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  TD

  Sept 2018 - now

  Senior Change Manager - CSI Lead