Navin Acharya Email & Phone Number

Pune, Maharashtra, India

Service Now operations(ITSM, SPM, IRM, Cost Module, Demand Management), Client management, Service delivery, project executions , automations, transformation , integrations.

Kolkata, West Bengal, India

Work Location: KolkataClient: Public Sector Insurance leader(NIC), IndiaRoles performed:Project transition support, Resources on-boarding, Delivery management,Client management, PMO.

Bengaluru, Karnataka, India

Work Location: BangaloreClient: Cargotec, FinlandRoles performed:Senior Service Delivery Manager for Global Vendor Management, Global End-User Support (Remote and Deskside Field Support), Global Data Center Hands & Feet Support consultant.

Oxford, United Kingdom

Work Location: Oxford shire, Oxford, U.K.Client: Oxford University PressRoles performed:Senior Service Delivery Manager for Global Vendor Management (EUC), Global End-User Remote Support, Global End-user Deskside Field Support, and Global Data Center Hands & Feet Support. Setting up processes around Incident management, release management, and change management following ITSM (ITIL) standards. Working with cross-functional teams to deliver outcomes towards improvements in operations management, service management, IT support, CMDB clean up, Ticketing tool (ServiceNow) set up for EUC and Vendor on-boarding on ServiceNow.

Leicester, United Kingdom

Work Location: Leicester, London, Bristol, CambridgeClient: Local World, U.K.Roles performed:Service Delivery Manager for Vendor Management, End-User Support (Remote and Desk-side Field Support), Global Data Center Hands & Feet Support.

Baltimore, Maryland Area

Work Location: Maryland, U.S.A., and Bangalore.Client: Allegis group, U.S.A.Roles performed: Transition and Operational Lead to set up the NOC (Network Operations Center) team and establishing a 24x7 support framework for various Datacenters.

Greater New York City Area

Work Location: New York, U.S.A.Client: NBIMKey responsibilities : • Leading and executing a critical Domain migration activity at client location using SCCM• Stabilizing Desktop Support Operations at onsite by co-ordinating with remote support team at offshore and technical team at Oslo.

Karnataka, India

Work Location: BangaloreClient: Internal Project (Production Engineering)Roles performed: Scrum master for Service Now (SaaS) Tool for operational reporting.Key responsibilities:• Acted as a Scrum Master towards setting up various KPIs and SLAs in the Service Now ticketing tool as per specific Client specific SOW of 100+ delivery accounts.• Completed implementation of Service Now ticketing tool across over 100+ delivery engagements by leading multiple teams of 29 developers using Waterfall, Agile and Hybrid methodologies.• Assisted new projects with setting up initial PMO processes and establishing a PMO-defined structure by working closely with the center of excellence team.• Training delivery teams on the importance of Risk & Issue register management, Change Management standards, tracking, and reporting, RAG status reports, etc.• Acted as a business analyst among O.M.(Operations Maturity)/Delivery teams and OTSLM developers• Multiple awards and recognition received(Associate of the Quarter award, Lead of Best Automation team of the quarter award) in this role for successfully delivering all the results before time to implement a common reporting tool for the vertical.

Bengaluru Area, India

Work Location: Bangalore and Philadelphia, U.S.A.Client: ComcastVISA Type: Business VisaRole performed: Incident Management team leadKey responsibilities:• Leading a team involved in maintaining ITIL process and ITSM workflow• Maintaining SLA, Metrics, and performance aggregates.• Identify changes that need to be made to contact/escalation processes.• Performing immediate countermeasures to minimize the impact of the issue on the customer • Leader for all the Bridge calls initiated for critical business-impacting issues.• Maintaining KEDB, SharePoint, Confluence.• Leading the Daily interaction with clients regarding incidents handled by the team.• Performing Availability polling community for clients• Handling all Clients Chronic offenders report.• Preparing and presenting Project Weekly and Monthly Reports, action items owner for delivery.• Auditing and defining standards for Procedures (SOPs).• Identifying and driving Service Improvements• Expertise in utilizing Keynote and Dotcom monitoring tool, Jira ticketing tool for investigation. • Handling Problem ticket management.• Generating Documents and reports for quality audit (Internal & Client).• Presenting project health Daily Dashboard, Daily Alarm reports, performing incident Audits.• Auditing the reporting tools periodically and suggesting report change requests as applicable for improvement of the process.• Maintaining Shift Schedule for the team, approving timesheets, Training, and leaves for the team members.• Conducting and driving team meetings.• Handling escalations and taking active measures to resolve conflicts.

Itanagar Area, India

Role performed: Team LeadKey responsibilities:• Lead a team of L1 Engineers by monitoring their performance functionality and making (and implementing) strategic plans to improve the team performance.• Identification of process/performance improvement initiatives• Maintaining SLA targets, Handling Escalations.• Performing RCA and providing workarounds and permanent solutions to incidents.• Setting up process around Procurement, Risk and Change management.

Bangalore

Providing Technical support to i2 users as IS Engineer.

Bengaluru Area, India

Deliverables:• Installation, Maintenance and troubleshooting problems associated with TOSHIBA laptops.• Providing basic O.S., system drivers and applications support to TOSHIBA users.• Providing telephonic Support to TOSHIBA customers.• Maintaining Stores (Spare parts of Toshiba laptops) for both Sales and Service stock.• Providing On-site support to corporate and dealing with Up-gradation of units.• Providing Network Support to HCL Info system employees.

Bachelor Of Engineering (B.E.), Electrical Engineering Technologies/Technicians

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