Dhiman Singha Email & Phone Number

Noida, Up, In

Job Role – Leading Service Reporting and Service Excellence office in HCL CIO vertical. Key deliverables – Improve Ticket KPI’s, Process reengineering/simplification and AutomationService Reporting and Service Excellence Responsibilities and accountability -Service Excellence – Governance, monthly reporting and presentations to Sr. Leadership, Drive programs across multiple verticalsData Analysis and Reporting - Identify and analyze complex data sets using tools such as MS-Excel, Power BI to uncover insights and drive improvementsAI/Generative AI (GEN AI) – Identify and leverage Ai and GEN AI solutions and support in implementation Project Management office (PMO) – Perform timesheet analysis to identify planned v/s actual effort variance, productivity and support budget activitiesAudit Responsibilities and accountability -Acting as an SPOC/auditee on behalf of HCL infra in the monthly audit conducted by HCL’s central audit teamEvaluate artifacts for audit readiness, identify areas requiring improvement and work with stakeholders to make the team audit ready thus paving way for avoiding audit observationPerformance-Rated top performer consecutively from FY21-22 onwards

Noida, Uttar Pradesh, India

Noida Area, India

Noida Area, India

Job Role – Service Management Lead for Integrated Management center supporting 100+ customers of IBM. Responsibilities and Accountability -As an ITSM Lead for 120 IBM customers, act as POC with clients, service lines, operation managers and their reporting verticals for critical incident management and problem management activities.Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy Knowledge Management Monitoring of IT Availability achieved against SLA targets and to provide a range of IT Availability reporting to ensure that agreed upon levels of availability, reliability and maintainability are measured and monitored on an ongoing basisLead ISM Process awareness across Service lines and provide education if requiredPromote knowledge base (KEDB) across service lines which could in turn help in speedy resolution of IncidentsMaintain working relationship with client on Operational matters with account director owning client issuesReview and report ITSM Process KPIs, Control Points and Operational Metrics to stakeholders as appropriateUp skilling of team membersProjects Undertaken – Successfully reduced Severity 1 and severity 2 tickets by implementing preventive actions, identifying areas which require attention (e.g. Severity catalogue preparation and implementation, Monitoring, Proactive problem management etc.)Spearheaded successful migration from old ITSM tool to IBM owned in house tool for ticketing, Change Request and MonitoringSuccessfully performed POC of Auto Ticketing and Dynamic Automation (implementation of automata to resolve incidents without human intervention)

Noida

Noida Area, India