Sachin Kumar Email & Phone Number

New Delhi, Delhi, India

Currently working as a Project Manage. This position is responsible for supporting and supervising a group of employees in a Service Center/Operations environment. Provide Team management and resource management skills within the live environment. Manage department like – DATA Centre, Service Desk, Helpdesk, Application, L1 & L2 Server/Network & Asset team. Prepare and implement Process documentation and Update it from time to Time.

New Delhi Area, India

worked as a Project Incharge (Onsite). This position is responsible for supporting and supervising a group of employees in a Service Center/Operations environment. Provide Team management and resource management skills within the live environment. Manage department like – DATA Centre, Service Desk, Helpdesk, Application, L1 & L2 Server/Network & Asset team. Prepare and implement Process documentation and Update it from time to Time.

New Delhi Area, India

 Managing team size 45+ including NOC Operations and Desktop Operations for Delhi location. SPOC person at site for all escalation regarding daily Service Desk Management & Operations. Monitoring overall functioning of processes for all services covered in SOW, ensure 100% SOW compliance & timely escalate non-compliance to Programme Manager. Rollout the ITIL process at all over location, Monitoring & maintaining services as per ITIL process.  Ensuring all IT transactions… Show more  Managing team size 45+ including NOC Operations and Desktop Operations for Delhi location. SPOC person at site for all escalation regarding daily Service Desk Management & Operations. Monitoring overall functioning of processes for all services covered in SOW, ensure 100% SOW compliance & timely escalate non-compliance to Programme Manager. Rollout the ITIL process at all over location, Monitoring & maintaining services as per ITIL process.  Ensuring all IT transactions and process must be in line with ISO 20K Standards Implement the CAPA for improved CSAT score and identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Conduct weekly review meeting with team and identify gaps to take corrective action Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending issues at sites.  Review performance with the customer periodically during on-going phase. Ensuring smooth operations for all systems across the IT teams. Assisting programme manager in Planning and Implementation of all operations & resource related to ONGC project at 36 sites across the country. Assisting programme manager in preparing cost sheet for all resources related to ONGC project at 36 sites across the country Show less

New Delhi Area, India

 Managing team size 45+ including NOC Operations and Desktop Operations for Delhi location. SPOC person at site for all escalation regarding daily Service Desk Management & Operations. Monitoring overall functioning of processes for all services covered in SOW, ensure 100% SOW compliance & timely escalate non-compliance to Programme Manager. Rollout the ITIL process at all over location, Monitoring & maintaining services as per ITIL process.  Ensuring all IT transactions… Show more  Managing team size 45+ including NOC Operations and Desktop Operations for Delhi location. SPOC person at site for all escalation regarding daily Service Desk Management & Operations. Monitoring overall functioning of processes for all services covered in SOW, ensure 100% SOW compliance & timely escalate non-compliance to Programme Manager. Rollout the ITIL process at all over location, Monitoring & maintaining services as per ITIL process.  Ensuring all IT transactions and process must be in line with ISO 20K Standards Implement the CAPA for improved CSAT score and identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Conduct weekly review meeting with team and identify gaps to take corrective action Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt closure of pending issues at sites.  Review performance with the customer periodically during on-going phase. Ensuring smooth operations for all systems across the IT teams. Assisting programme manager in Planning and Implementation of all operations & resource related to ONGC project at 36 sites across the country. Assisting programme manager in preparing cost sheet for all resources related to ONGC project at 36 sites across the country Show less

Currently working with CMC Ltd. As Operation Lead (Onsite) for ONGC Ltd. This position is responsible for supporting and supervising a group of employees in a Service Center/Operations environment. Provide Team management and resource management skills within the live environment. Manage department like - Service Desk, Helpdesk, Application, L1 & L2 Server/Network & Asset team. Prepare and implement Process documentation and Update it from time to Time.

 Managing a team of 18 skilled engineers with It infrastructure of 1000+ Desktops Monitor Helpdesk call / ticket queues to ensure faster response and resolution times as well as monitor and review the calls with users for quality and conduct regular performance reviews to ensure quality and timely responses. Supervise helpdesk and desktop support staff. Conduct performance evaluations; make hiring and disciplinary decisions. Facilitate staff meetings. Assign work to… Show more  Managing a team of 18 skilled engineers with It infrastructure of 1000+ Desktops Monitor Helpdesk call / ticket queues to ensure faster response and resolution times as well as monitor and review the calls with users for quality and conduct regular performance reviews to ensure quality and timely responses. Supervise helpdesk and desktop support staff. Conduct performance evaluations; make hiring and disciplinary decisions. Facilitate staff meetings. Assign work to technical staff to ensure timely and effective response to user needs. Monitor helpdesk operations and handle escalations and escalate further trouble tickets to ensure client's problems are handled as expeditiously and courteously as possible. Oversee desktop support problems and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed. Analyze the calls and provide management reports on help-desk operations and issues regarding the support along with trend analyses of calls. Work closely with department contacts on issues to improve customer relations and technical support. Train Technical Helpdesk executives on operational procedures and troubleshooting techniques. Co-ordination with management and team members and ensuring 100% customer satisfaction. Provide training on new hardware and/or software applications or technology solutions as requested. Create and monitor knowledgebase documentation along with procedures and processes for helpdesk activities. Create shift plan and plan resources effectively. Maintaining MIS reports for the customer. Managing the technical trainings Managing Engineers Skill Matrix. Customer interaction and planning for new initiatives for the site. Show less

 Managed a team of 15 skilled engineers with IT infrastructure of 750+ Desktops  Monitored Helpdesk call/ticket queues to ensure faster response and resolution times as well as monitor and review the calls with users for quality and conduct regular performance reviews to ensure quality and timely responses Supervise helpdesk and desktop support staff Conduct performance evaluations; make hiring and disciplinary decisions  Handling escalations for service calls with… Show more  Managed a team of 15 skilled engineers with IT infrastructure of 750+ Desktops  Monitored Helpdesk call/ticket queues to ensure faster response and resolution times as well as monitor and review the calls with users for quality and conduct regular performance reviews to ensure quality and timely responses Supervise helpdesk and desktop support staff Conduct performance evaluations; make hiring and disciplinary decisions  Handling escalations for service calls with vendors Planned and implemented consumable business at site. All co-ordination required executing orders, increasing profits & vendor management Maintaining MIS for all phases and updating all data related to Asset, Billing, Collection, Penalty, Profitability and consumable business. Presenting reports to management on this database whenever required Handling customer escalations related to commercials or support issues. Co-ordination with management and team members and ensuring 100% customer satisfaction Show less

Master Of Business Administration (Mba), Information Technology, 1St

MBA (IT) done from NIMS University, Jaipur, Rajasthan, INDIA

Pgdba, Operations

PGDBA (OPERATIONS)

B.Com, Commerce

B.COM (PASS)