Harsh Kumar Gupta Email & Phone Number

Australia

Experienced SAP and AMS Service Delivery Manager at Infosys with a strong track record of optimizing SAP solutions and Application Management Services (AMS) to drive business excellence. Leveraging over 14 years of experience in Services and Project delivery, I specialize in leading high-performing teams, building strong client relationships, and ensuring seamless SAP and non-SAP service delivery. Dedicated to delivering value and innovative solutions to clients.

As the Global ITSM Process Lead Consultant & Project Manager for Kyndryl, I initiate global process design and improvement of current and existing process. I conduct Global ITSM process design, improvement and deployment across various regions and develop and maintain global process assets and manage process exceptions. To fulfill the obligations of my role, I leverage operational metrics, audit results, reviews and inspections to drive continual improvement in efficiency and effectiveness while implementing process transformation through effective communication and training. Moreover, I manage compliance posture of the process design and risk assessments whilst establishing implementation of process governance and management systems at a global level.

Working for IBM India Pvt. Ltd. as the Global ITSM Process Lead & Consultant, I assumed various roles effectively and efficiently to achieve the goals and objectives of the organisation. I performed multiple duties and responsibilities for roles including Global process leader, Process consultant, ITSM process architect, Program manager, Project manager, Delivery project executive, Service integration leader and Service delivery manager. I managed, mandated and adhered with ITSM processes compliance level across end-to-end support processes to all customers.

As the Service Integration Leader, I managed accountability for Hybrid Cloud Delivery and Automation implementation for improved productivity. I demonstrated thorough knowledge and understanding of the Contract, Statement of Work (SOW), or Document of Understanding (DOU), cost case and financial baselines and achieved contract SLAs and agreed SLOs which significantly contributed to the gross profit target. I attained client satisfaction through formulation, development, implementation and delivery of application, technical and business solutions. I also addressed client requirements as specified in the contract whilst providing leadership and direction to the Service Delivery teams involved in service delivery. I conducted Lead Transition and Transformation activities to assist clients in the achievement of their key business imperative whilst adhering with standard Service Management processes and adopted tools as appropriate. I managed account cost to agreed plans and implemented Productivity Improvement initiatives as well as managing account compliance and supporting account planning/strategy whilst supporting proposal development for the account including qualification of new business opportunities whilst continuously identifying ways to optimise costs, enhance services and process quality. I provided and managed continuous improvement of all services and identified alternatives/options to these services. Moreover, I facilitated accurate asset management accounting and control whilst achieving agreed account satisfaction targets and proactively participating in the account satisfaction process to drive improvements in service quality.

As the Operations Delivery Project Executive, I established thorough knowledge and understanding of the Contract, Statement of Work (SOW), or Document of Understanding (DOU), cost case and financial baselines. I addressed client requirements as specified in the contract whilst providing leadership and direction to the teams involved in service delivery and responding to client requirements as specified in the contract. Additionally, I proactively assisted the Project Executive, Project Office and delivery organization as a primary point of contact for client needs, requirements and expectations related to assigned IBM team operations. I leveraged expertise across organizations, competencies and geography to ensure client satisfaction by constructing partnerships between the Project Office, clients, vendors, and subcontractor organizations, and managing the implementation of these partnerships to ensure positive customer satisfaction. I also assumed responsibility for contract SLA/SLO (Service Level Agreements/Objectives) focusing on consolidation of delivery, delivery excellence and single ownership of accountability whilst establishing responsibility for strong delivery posture with improved quality and client reference ability by addressing systemic root causes and attainment of Service Level Attainments (SLA). I provided account leadership to the service delivery team and directed teams to develop program, product and business strategies by implementing resulting solutions to meet contract deliverables and established strong governance structure and communication framework by identifying escalation path (for every country and region) and initiating a governance forum for resolution of issues that consisted of representation from all geographies in both IBM and client. Furthermore, I ensured zero tolerance for violations of the IBM Business Conduct Guidelines and applicable government laws by reinforcing employee awareness of reporting channels for violations.

As a Service Delivery Manager, I performed and supported transition activities whilst managing the day-to-day service delivery operations and acted as interface between delivery and the Account Delivery Project Executive (DPE) and Project Executive (PE). I executed Service Improvement Plan/Go to Green(G2G) plan to overcome service quality issues after transition and developed robust processes and mitigated gaps. I managed client satisfaction through formulation, development, implementation and delivery of application, technical and business solutions whilst consistently achieving contract SLAs and agreed SLOs while performing Resource Unit and SLA reporting and developing various cadences to establish robust governance. I ensured adequate communication with client and DPE in any major incident and conducted "Executive Alerts/ Escalations" as defined and addressed problems and changes according to contracted SLAs/SLOs, ensuring sound RCA to avoid repeated occurrences. In addition, I developed, implemented and enforced service improvements based on RCAs, trends and client inputs whilst managing account compliance. I also facilitated and conducted client meetings and prepared, developed and presented client reports whilst providing and managing continuous improvement of all services and identified alternatives/options to these services. I proactively supported efficient and accurate asset management accounting and control whilst participating in a Service Management 24x7 on-call.

As a Service Manager, I managed responsibility for Quality Service Delivery and ensured SLA attainment for the account. I performed gap analysis, developed and communicated action plan and mitigated risks and issues and conducted effective Incident Management and drove high severity issues to closure and implemented management systems to meet/exceed contractual requirement. I co-ordinated with projects team to ensure timely delivery and ensured process, security and audit compliance. To fulfill my duties, I maintained and published asset inventory report every month and participated in account reviews with Sector executives. I collaborated and coordinated with Architects to develop Technology Roadmaps and tracked implementation and initiated Service Health Reviews and Service Improvement Plan (SIP) for troubled areas. Furthermore, I created and maintained the Service Definition Documents and performed periodic refresh and obtained approval.

PROJECT: ANZ Bank and CSC Australia &PROJECT: AON Risk Management During this time, I managed responsibilities working as a Messaging and Collaboration tools Architect for messaging, application and Mobility Projects Handling (Infrastructure enhancements, New Product deployments, Complex issues handling, Transition and Transformation Projects, Integrations and Migrations Projects). I developed Lotus Notes Applications for automated work-flow tasks and automated deployments and assumed responsibility for evaluating and implementing new products whilst initiating Technology Roadmaps Development to meet contractual SLAs/ SLOs. I proactively participated in Technical Forums and managed responsibility for creating and presenting business cases. I also implemented SPOC for cross-product-lines (Windows, Storage, UNIX, Mainframes, AS400, Networks, Remote Infrastructure Operations, Process assurance Teams). I conducted and facilitated skills upgrading, development and training for junior staff members. Additionally, I performed server installation, configuration, up-gradation and patching as well as pro-active server monitoring, issue troubleshooting and resolution and initiated Root cause Analysis and Antivirus Administration. Moreover, I co-ordinated with vendors and suppliers to attain issue resolutions and performed third party software installation and configuration.

PROJECT: TCS Email InfrastructureDuring my time with Tata Consultancy Services, I gained valuable experience in managing various IT roles. As the System Administrator, I performed duties and responsibilities for Mail, UNIX and Storage Administration. For mail administration I was responsible for TCS corporate messaging production support and implementation of messaging projects in TCS like NTPC, Bank of Newyork (BNY), ONGC etc. For UNIX administration, I was responsible for TCS in-house UNIX server (Messaging related) administration. Finally, for storage administration, I was accountable for the administration of EMC2, IBM FastT, IBM ESS Storage Equipment.

In this role, I provided Network Administration and managed responsibility for LAN/WAN management of TCS Delhi region. In fulfilling duties for Security Management, I was responsible for Firewall/IDS/VPN and Antivirus management for TCS Delhi region and I also conducted DNS Management which constituted responsibility for DNS management (bind on Solaris).

PROJECT: Tata Tele Services Being accountable for Datacenter Operations, I was responsible for housekeeping activities for ISP's portal and billing servers, Daily Backups and Monitoring of servers. I also provided Database/Application Support by delivering L2 support to ISP's customers on oracle database and CRM application.

PROJECT: TCS Infrastructure Fulfilling my duties as the Technical Support Analyst, I provided technical support to end-users’ various Operating Systems including software, hardware and antivirus related issues. Additionally, I also provided Microsoft Windows Administration which involved installation and administration of TCS NCR/ Delhi Windows Servers.

Bachelor Of Engineering - Be, Electronics And Communications Engineering

Bachelor Of Engineering (B.E.), Electronics And Communications Engineering