Nikhil Mutgi Email & Phone Number

Bengaluru, Karnataka, India

Develop and drive the strategic direction of the consulting practice in alignment with industry trends and client needs.Lead and manage client engagements focusing on service management, project management, program management, and gamification for improved customer experience.Spearhead the integration of sustainable practices into digital transformation strategies and provide actionable insights as a driver for long-term success.Facilitate workshops and coaching sessions to equip… Show more Develop and drive the strategic direction of the consulting practice in alignment with industry trends and client needs.Lead and manage client engagements focusing on service management, project management, program management, and gamification for improved customer experience.Spearhead the integration of sustainable practices into digital transformation strategies and provide actionable insights as a driver for long-term success.Facilitate workshops and coaching sessions to equip clients with the skills and knowledge to implement effective customer-centric practices.Manage and oversee consulting projects from inception to completion, ensuring adherence to deadlines, budgets, and quality standards.Design and implement gamified solutions for various customer touchpoints, including onboarding, loyalty programs, and feedback mechanisms.Serve as a trusted advisor to clients, understanding their business objectives, and recommending solutions.Mentor and coach consulting teams, leveraging years of experience to foster professional growth.Collaborate with internal teams, such as sales, marketing, and product development, to enhance offerings and address client needs comprehensively. Show less

Bengaluru Area, India

Function as advisor to the business accountable management of the unit, in all CSR-related issues including defining and actioning a company's social responsibility strategyRendered support to bootstrap companies in planning and implementing business strategies including managing the initial decision-making process. Coordinated with the teams across the engineering and product organization to foster positive behaviors and implement an Agile/Lean mindsetGuided team members in focusing on… Show more Function as advisor to the business accountable management of the unit, in all CSR-related issues including defining and actioning a company's social responsibility strategyRendered support to bootstrap companies in planning and implementing business strategies including managing the initial decision-making process. Coordinated with the teams across the engineering and product organization to foster positive behaviors and implement an Agile/Lean mindsetGuided team members in focusing on Scrum and empirical product development. Coached team members on Agile, monitor user stories, eliminating impedimentsMaintained updated knowledge of Agile (Scrum, Kanban, and Lean). Coordinated with the Lean Agile Team Facilitators to increase the effectiveness of the application of Scrum as the frameworkDefined business strategy, user stories and product requirements for new features. Assisted the leadership in maintaining the project roadmap for medium size financial organizationPrepared and maintained documentation of feature specifications, training guides for external customers, collateral for sales & marketing teams. Worked with LMS admin to manage and maintain documentation of training curriculumRolled out best practice, policies, processes and procedures aligned with ITSM process and practices. Rendered consultancy to business and IT personnel on knowledge management matters, including policy decisions on storage, value, worth, etcDeveloped and aligned training strategy with the organization’s objectives. Rolled out various learning methods companywide, as assisted the managers in preparing career path for the team membersOrganized and conducted training sessions for the team members for diverse range of clientele Show less

Bengaluru Area, India

Coordinated with the management and SME to identify the learning objectives, content development, and delivery of proposed trainingsFocused on strategy, development and quality of IT Service Management and the company’s service delivery capability. Deployed ServiceNow tool to customers based on business requirement to facilitate business needsCoordinated with function leaders within organization to ascertain 360-degree training needs as per the organizational goals & directionSet up… Show more Coordinated with the management and SME to identify the learning objectives, content development, and delivery of proposed trainingsFocused on strategy, development and quality of IT Service Management and the company’s service delivery capability. Deployed ServiceNow tool to customers based on business requirement to facilitate business needsCoordinated with function leaders within organization to ascertain 360-degree training needs as per the organizational goals & directionSet up and maintained Training Materials and Process Guides for in-house courses based on the needs of the organization and the individualDefined and rolled out the process development and improvement roadmap for multiple ITIL® processes to align with the business outcomesSpearheaded external/internal auditing of service management tools within the organization. Followed up with the concerned stakeholders in implementing audit recommendationsRolled out the ITSM program with a coordinated set of continuous improvement initiatives. Delivered ITIL® v3 Foundation & Intermediate (SO, ST) trainings to internal teams and projectsDesigned and rolled out in-house Training Materials for all levels of ITIL® and PRINCE2®Assessed and aligned the ITSM and ITIL® process development with the current position, roadmap Show less

Bengaluru Area, India

Consulting:Lead process improvement / standardization efforts.Ensure the ongoing service delivery and support meet agreed customer requirements.Develop strategies and plans to assess impacts and potential risks of solution alternatives, and to identify solution component sharing and opportunities for re-use.Suggest areas for improvement in internal processes & implement changes.Identify defects, eliminate waste, standardize and improve processes.Research new technologies… Show more Consulting:Lead process improvement / standardization efforts.Ensure the ongoing service delivery and support meet agreed customer requirements.Develop strategies and plans to assess impacts and potential risks of solution alternatives, and to identify solution component sharing and opportunities for re-use.Suggest areas for improvement in internal processes & implement changes.Identify defects, eliminate waste, standardize and improve processes.Research new technologies and methodologies in workplace learning.Training:Organized training on topics like ITIL® v3 Foundation, ITIL® Intermediate - SO, ST, OSA, PRINCE2® Foundation, Cloud Foundation for clientele across the globe Show less

Bangalore

Problem ManagementResponsible for RCA quality and communicating with clients and stake holders on the end results.Managing root cause analysis between technical teams.Coordinating with Incident Management, Change Management and different technical teams.Mentoring a team of Problem Analysts.Carry out pro-active problem prevention, conducting detailed trend analysis identifying underlying issues and developing solutions aimed at improving or eliminating such issues.Provide… Show more Problem ManagementResponsible for RCA quality and communicating with clients and stake holders on the end results.Managing root cause analysis between technical teams.Coordinating with Incident Management, Change Management and different technical teams.Mentoring a team of Problem Analysts.Carry out pro-active problem prevention, conducting detailed trend analysis identifying underlying issues and developing solutions aimed at improving or eliminating such issues.Provide feedback to all internal teams of quality of incident tickets to ensure data is accurate and can be used for better data analysis & trending.Recording problems, known errors and workarounds in the problem management database.Initiating actions to fix interruptions to service caused by errors/faults.Responsible to ensure that the quality of RCA and quality of RFC is maintained.Provide management information about Problem Management quality and operations.Ensure that Corrective Actions are recorded within the Problem Records and that they are proactively managed through their lifecycle.Change ManagementCreate change requests in the tool to initiate the process of Service Activation & Deactivation.Work with Project Managers, to make sure changes related to Service Activation & Deactivation (SA&D) are adhered. Ensure that Checklist Process for Activation & Deactivation is followed.Provide information to management about Change Management quality and operations.Perform Post Implementation Review (PIR) for failed changes.Participate in Change Review process to ensure customer satisfaction and contractual integrity is maintained. Show less

Bangalore

Designated as Problem Manager in January 2011Deciding on service level agreements both operationally and for contracted services.Ensuring that quality services are delivered with regard to the agreed SLA.Mitigating and solving escalations with urgency and determination.Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports.Work with Process Managers to establish new guidelines and practice… Show more Designated as Problem Manager in January 2011Deciding on service level agreements both operationally and for contracted services.Ensuring that quality services are delivered with regard to the agreed SLA.Mitigating and solving escalations with urgency and determination.Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports.Work with Process Managers to establish new guidelines and practice standards.Develop the existing problem management process to next maturity level.Work as the single point of contact for Managers for any issues with service delivery.Analyse and maintain all (RCA) Client Service Level Agreements.Track internal to do's/deliverable as well as campaign metrics and regularly provide status reports for clients and other stakeholders.Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.Work closely with other strategic initiatives within business to ensure success of implementation in OperationsFollow up on overdue changes which will solve problems and ensure they get implemented and report on success.Initiatives taken within the Organisation for Development:Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients.Good Relationship Building Skills, Project Planning, Time Management, People-Management Skills and Excellent Communication Skills.Work with support departments to ensure staffing strategies are effectively executed.Designated as Team Lead in August 2009.Joined as an Executive - Client Support in November 2007. Show less

Bangalore

Worked on Account Provisioning job in creating, deleting or modification of accounts.Worked on Service Request, generated & assigned to various L1 levels of application supportGenerating of password reset of user domain requests. Worked on live mails, Creating IM Tickets and resolve the issues.Handled calls regarding semi-technical issues and helping the customer in resolving the issues.Assisted in the training of new customer service representatives and… Show more Worked on Account Provisioning job in creating, deleting or modification of accounts.Worked on Service Request, generated & assigned to various L1 levels of application supportGenerating of password reset of user domain requests. Worked on live mails, Creating IM Tickets and resolve the issues.Handled calls regarding semi-technical issues and helping the customer in resolving the issues.Assisted in the training of new customer service representatives and associates.Maintained SLA of Email Created tickets with accuracy of 99.5%.Taking escalated calls. Show less

Hyderabad

Receiving calls from Global customer creating a ticket & assigning it to respective owners to resolve the issue.Documentation of user calling records to be accurate so that issue would be addressed faster & quicker.