Arjun Singh

Experience

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  NTPC

  Jun 2012 - Jul 2012

  Engineering Trainee

  Got trained in the areas of Control and Instrumentation.Analysing of Control operations performed and instruments used for detection of parameters and controlling of plant in NTPC.

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  Larsen & Toubro Power

  Jun 2013 - Jul 2013

  Internship Trainee

  Project Undertaken:- Communication for Industrial Control.The project defines the communication of boiler unit plant with human interface or control roomthrough Multiple Process Station in Larsen and Toubro.Also,gained knowledge regarding DCS(Distributed Control System) and various stations under DCS like OPS, EMS, ACS, BPS, BMS, OPC-SERVER.

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  Intex Technologies (India) Ltd.

  Feb 2014 - May 2014

  Project Trainee

  Training in Research and Development department in Audio vertical in Intex Technologies.Trained in the areas of PCB mounting, PCB tracking, soldering and analyzing Audio circuits.Project : 2.0 Speaker using 2025 IC used in the audio vertical and testing of Bluetooth (BT) enabled speakers and mobile phones.

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  Wipro Limited

  Jun 2014 - Dec 2018

  • Developed and coordinated response processes.• Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.• Provided immediate emergency response and incident management.• Conducted post-resolution reviews with team members.• Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for updates.• Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary.• Monitoring events notification created by an IT service, Configuration Item (CI) or monitoring tool then filter and categorize Events to decide on appropriate actions if required.• Worked with multiple clients along with core Infrastructure service as an Incident manager.Generate weekly / monthly outage incidents reports. Review the SLA performance & recommend any service improvement plans, if required. Show less • First line Application Support to Global clients: SAP, JDE, Lotus Notes, Active Directory (Ticketing tool - BMC Remedy, Service Now)• SLA / KPI / Escalations Adherence• Voice Call Quality Adherence & tracking• Reviewing/updating/creating new SOPs for teams• Conducting team huddles / sharing updates / Knowledge variability assessment and feedback• Customer / Internal email / escalation management and closing loop• Analyzing DSATs / Escalation / SLA Breaches and recommending corrective actions to improve• SOP / KMDB updation• Guided my team whenever they would get stuck on client queries• Conducted training sessions for my team from time to time to bridge process gaps• Maintaining and recording gaps / weak areas and corrective actions to overcome in delivery• Preparing data for performance reviews and appraisals• Maintained a database for on-boarding / off-boarding of Team Members and what access needs to be granted / removed• Attending various meetings with other vendors and clients to ensure smooth Incident transition between L1 and other Application Support/Operation Centre Teams Show less

  • Incident Manager

    Jul 2015 - Dec 2018

  • Senior Project Engineer

    Jun 2014 - Jul 2015
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  NEC Technologies India Pvt Ltd

  Dec 2018 - Dec 2020

  Information Technology Service Management Analyst

  • Leading and Managing team for Incident and Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions• Accountable for SLA Management and SLA reporting• Responsible for the overall ownership, monitoring, tracking and quality assurance for all Incidents and Service Requests• Identifying Process gaps and implementing Service Improvement plans• Prepares data for performance reviews and appraisals• Impart process and technical trainings for the Team members• Conducted training sessions for my team from time to time to bridge process gaps• Get the various reports scheduled to identify the focus area to ensure that at month end we have all the KPIs Green• Weekly Contact and Ticket trend analysis in light to the various KPI targets.• Reviews operational performance measures to ensure effectiveness and efficiency of the ITIL Process and makes recommendations for improvement Show less

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  HCL Technologies

  Dec 2020 - May 2022

  Senior Technical Specialist

  High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidentsCoordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ToolTechnical and Functional Escalation where necessaryAim is to reduce restoration time and escalation to Situation Management for P1 incidentsCommunication via various means including SMS and reportingPlan, coordinate and control the restoration of complex and high impact system problems that occur within the production environmentPriorities major incidents and assign tasks to Service Support and Delivery resources as requiredAct as the central communication point for major incidents all Priority 1 issues and Priority 2 issues as requiredEnsures creation of a resolution plan for P1 & P2 incidentsUnderstand and clearly communicate the business impact of major incidentsPriorities major incidents based on business impact to the clientDevelop strong working relationships with support and delivery teams, management and liaise with support areas as requiredProviding updates / communication to senior management on the status of P1 & P2 incidents Show less

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  NEC Corporation India Pvt Ltd.

  May 2022 - Jan 2025

  Associate Manager

  • Performing daily governance operations for Problem and Incident management.• Reviewing Incident and Problem records for completion and compliance.• Host weekly meetings with technical tracks to discuss Ageing and SLA critical tickets.• Host weekly meetings with end customer to review incidents and Work orders to help minimize MTTR.• Present review / RCA of tickets to help minimize MTTR and identify process gaps and recommend improvements.• Review the resolved Critical and Major incidents and work together with the recovery team to identify the root cause, define action point to implement the permanent technical solution to prevent any future recurrences.• Analysis on existing Volume driver issues to identify the root cause and create possible self-help articles with technical teams to the end users. Show less

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  Accenture

  Feb 2025 - now

  IT Service Manager