Basic Info

Ashish Singh

10 years

Maharashtra, India

Bachelor's Degree

Manager

Work Experience

Manager - Projects & Service Delivery at IPMC Ghana

Experience Details

Manager - Projects & Service Delivery

IT/Software Development

Manager

• Responsible for providing end to end infrastructure and application management services (24x7x365) and strategic operations delivery for partners/new projects.
• Delivery group consists of remote monitoring of services, Service Desk, service management and project management
• Responsible for service assurance, changes and delivery to meet their defined business targets
• Making key decisions for designing of the services and components to align with the business needs
• Liaising with product management, client and professional services, product and system engineering group to understand service requirements
• Analyzing information about problems and incidents to minimize availability challenges and critical issues
• Ensuring continual service improvement to enhance recovery model for resolution of major incidents
• Responsible for publishing monthly and weekly metrics dashboards with detailed analysis reporting the service performance trend
• Responsible for assessing, effectively managing and controlling the risks
• Building horizontal service delivery teams supporting multiple product environments hosted on private cloud
• Presenting the service performance in quarterly management review meetings to the senior stakeholders
• Taken key organization level initiatives for employee engagement, talent retention and development
• Driving ISO20000 certification readiness for the service delivery teams
• To conduct performance review for the team members.


Company Details

IPMC Ghana (multinational)

Accra, Ghana

501-1000 employees

Information Technology Services

N/A

Sep 2015 to Aug 2016 (11 months)
Team Leader-Expert Client Service Consultant at Allscripts Healthcare Solutions, Inc.

Experience Details

Team Leader-Expert Client Service Consultant

IT/Software Development, Customer Service/Support

Experienced (Non-Manager)

Chief Deliverables

 Define SLA for the department and revisit the same regularly to identify the scope of process improvement
 Track the performance against all defined metrics in the SLA
 Review Voice Of Customer surveys to keep a pulse check of CSAT scores.
 Prepare business forecast based upon the historical operational data and collaborate with Operation Management
 Review system configuration to ensure optimum hardware and software performance
 Daily/Weekly meeting with stakeholders to discuss performance against the defined SLA.
 Prepare Dashboards to review the performance at a glance.
 Analysing data and providing information that helps in overall growth of the process / project
 Network with clients to determine and evaluate their business needs with the aim of setting clear expectations
 Define important metrics for the project and extract reports to reflect the performance
 Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
 Set KPI to ensure periodic performance against the process goal as defined in the SLA
 Work on multiple CRM tools like Salesforce, TrackiT, Service Now and CA Service Desk to extract reports.
 Efficiently and effectively plan and manage service changes
 Perform change evaluation and maintain change evaluation report
 Understand current processes and operations of overall support organization to draft continuity plans.
 Prepare Business Impact Analysis (BIA) and Threat and Risk Analysis (TRA)
 Defining service standards and guidelines that serve as benchmark for excellent service delivery.
 Handling process transitions and stabilizing the same for smooth operations.
 Develop, share and discuss Operational Level Agreement (OLA) for inter department projects.
 Set and continually manage project expectations with team members and other stakeholders.
 Preparing project timelines and Gantt Chart to show current schedule status.
 Ensure the SLA metrics, staffing & utilization are optimum.
 Drive process improvement plans to ensure continuous enhancement of the project.
 Prepare Root Cause Analysis based upon the issues identified and implement corrective and preventive measures.
 Dovetailing the SLA targets into KRA’s and revising them from time to time based on critical SLA’s.
 Develop best practices and tools for project execution and management.
 Determine and assess need for additional staff and/or consultants and make the appropriate recruitment if necessary during project cycle


Company Details

Allscripts Healthcare Solutions, Inc. (multinational)

pune, India

N/A

Information Technology Services

www.allscripts.com

Dec 2009 to Sep 2015 (5 years 9 months)
American Home Mortgage Servicing, India Pvt. Ltd. at American Home Mortgage Servicing, India Pvt. Ltd.

Experience Details

American Home Mortgage Servicing, India Pvt. Ltd.

Customer Service/Support

Experienced (Non-Manager)

Chief Deliverables

 To send daily work reports to all the team members.
 Handle escalation calls and to respond to clients effectively to keep them satisfied with the support services.
 To handle delicate or the foreclosed properties by providing them the government plans in order to save their property in turn reducing company loss.
 Worked as a floor support to help the new recruits to understand the process.
 Handling Client Communication.
 Recommendations for product and process development based on customer feedback and analysis of the same.


Company Details

American Home Mortgage Servicing, India Pvt. Ltd. (multinational)

pune, India

501-1000 employees

Information Technology Services

N/A

May 2008 to Dec 2009 (1 year 7 months)
Sr. Customer Care Executive at Tata Business Support Services Ltd.

Experience Details

Sr. Customer Care Executive

Customer Service/Support

Entry Level

Chief Deliverables

 New registration inquires.
 To help the clients for account renewals.
 To provide technical assistance to the clients.
 Floor support for new recruits.
 To handle ACD and help to maintain the complete SLA’s.
 To provide training to new recruits and help them when needed.


Company Details

Tata Business Support Services Ltd. (multinational)

pune, India

501-1000 employees

Business Services - Other

N/A

Nov 2006 to Apr 2008 (1 year 5 months)

Achievements


 Completed 3 year's training of NCC & also attended many camps like republic day camp, Integration camp etc.  Participated in Volleyball at state level as a captain & also represented school and college at many sports activities. Achievements  Received C.L.E.A.R Value award (Leadership) for completion of project efficiently.  Received C.L.E.A.R Value award (Extraordinary People) for smooth transition of PIH IT helpdesk

Education

BA in Economics

Education Details

BA

Economics

University of Pune, India

C / Good / 65 - 75%

Economics

N/A

University of Pune
2005 - 2008
High School - Other

High School Details

Other

KVIAT

India

2008

C / Good / 65 - 75%

N/A

KVIAT
2008

Certifications

Certificate details

ITIL V3 Foundation Certification

Jul 2013

N/A

N/A

N/A

N/A

Certificate details

ITIL Intermediate – Service Operation Module Certification

Aug 2013

N/A

N/A

N/A

N/A

Certificate details

ITIL Intermediate – Service Design Module Certification

Aug 2013

N/A

N/A

N/A

N/A

Certificate details

ITIL Intermediate – Service Strategy Module Certification

Sep 2013

N/A

N/A

N/A

N/A

Certificate details

ITIL Intermediate – Service Transition Module Certification

Oct 2013

N/A

N/A

N/A

N/A

Certificate details

ITIL Intermediate – Continual Service Improvement Module Certification

Nov 2013

N/A

N/A

N/A

N/A

ITIL V3 Expert
Feb 2014

Certificate details

ITIL V3 Expert

Feb 2014

N/A

N/A

N/A

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

Allscripts Healthcare Solutions, Inc.American Home Mortgage Servicing, India Pvt. Ltd.Business Services - OtherCustomer ServiceCustomer-orientedEconomicsIPMC GhanaITIT Service ManagementITILITIL Intermediate Continual Service Improvement Module CertificationITIL Intermediate Service Design Module CertificationITIL Intermediate Service Operation Module CertificationITIL Intermediate Service Strategy Module CertificationITIL Intermediate Service Transition Module CertificationITIL V3 ExpertITIL V3 Foundation CertificationInformation Technology ServicesInnovativeLeaderManagementManager - Projects & Service DeliverySoftware DevelopmentSr. Customer Care ExecutiveSupportSupportiveTata Business Support Services Ltd.Team Leader-Expert Client Service ConsultantTeam Player

Self-assesed Skills

Fields of Expertise

IT Service Management

IT Service Management

: Expert

: Extreme - I love it!

:

3-5 years

management

management

: Expert

: Extreme - I love it!

:

3-5 years

ITIL

ITIL

: Expert

: Extreme - I love it!

:

3-5 years

Key Skills

Leader, Customer-oriented, Innovative, Team Player, Supportive

Online Presence

in.linkedin.com/pub/ashish-singh/21/831/a32/https://www.facebook.com/ashishsingh02

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