Aman Singhal Email & Phone Number

Gurugram, Hr, In

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.● Conducted change impact assessments and facilitated workshops to engage stakeholders and foster buy-in for change initiatives.

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. • Developed communication plan, conducted Training, and updated documents to ensure enterprise-wide compliance with the ITSM Change management process.• Suggested improvements in the ServiceNow tool to enhance the Change Management process and drive it from UAT to Go-Live.

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