Aman Singhal Email & Phone Number

Bengaluru, KA, IN

Toronto, Ontario, Canada

• Managed ITSM processes for the Correctional facility for Govt. of Canada across 30 locations in Ontario.
• Enhanced Network management system operations by improving ITSM processes for stakeholders.
• Worked on the SysAid platform to quickly respond to incoming service requests and/or incidents.
• Documented, updated and controlled Problem within ITSM platform and supporting documentation..
• Provided coaching and support to leaders and employees to navigate change, address resistance, and foster a positive change culture.
• Acted as a liaison between project teams and stakeholders, effectively communicating change progress, milestones, and benefits.

Greater Toronto Area, Canada

• Collaborated with cross-functional teams to identify and implement improvements to Simplii Financial banking application, resulting in a 40% increase in efficiency.
• Analyzed service desk metrics and performance data to identify trends, patterns, and areas for improvement Which reduced 64% of errors.
• Led the implementation of IT service management tools, including incident management, change management, and configuration management.
• Designed IT service catalogs, service level agreements (SLAs), and operational level agreements (OLAs) for stakeholders.
• Provided training and guidance to team members on IT service management processes and procedures.
• Conducted root cause analysis for major incidents and implemented corrective actions to prevent recurrence.

Bengaluru Area, India

• Client name - Brookfield
• Led the design, implementation, and administration of the ITSM framework based on ITIL v4 for Brookfield’s Australia region for the Govt. education department using ServiceNow.
• Managed complex changes involving internal and external (multiple) stakeholders including non-tech business leadership, emphasising minimising organization-wide losses.
• Developed and managed key performance indicators (KPIs) to track and report on the performance of IT services, including incident resolution time, service availability, and service level agreements (SLAs).
• Led Change Advisory Board (CAB) meetings to review and approve upcoming changes, and ensure production change requests are updated correctly post-deployment.
• Analyzed process gaps and areas of improvement as per Service Level Agreements (SLA) and recommended standard changes in ITSM Change management practice.

Mumbai, Maharashtra, India

• Client Name - General Electric
• Managed ITSM process for 250+ applications of different towers of General Electric including telecom, power, healthcare, and aviation to provide day-to-day support on Incident, Problem and Change management.
• Collaborated with cross-functional teams to ensure the timely resolution of Incident and Change requests to minimize business impact.
• Maintained and updated the Change Management knowledge base to improve the efficiency of incident resolution and problem management processes.
• Assisted in the development of Change Management reports and metrics to track and report on the performance of IT services.
• Interacted with clients and multiple stakeholders (Tech. & Non-Tech.) for query resolution and status reporting.

New Delhi, Delhi, India

I worked on overhead equipment, power system installation, traction.

Postgraduate Degree, Project Management

Bachelor Of Engineering (B.Eng.), Electrical, Electronics And Communications Engineering, 7.2