Salil Bhatia Email & Phone Number

Delhi, India

- Spearhead the overall service management function, overseeing a team of IT professionals and managing the service delivery process.- Lead initiatives to drive continuous improvement in service quality, leveraging customer feedback, industry best practices, and emerging technologies.- Develop and implemented service strategies aligned with business.

- Using the shift-left approach, successfully transferred the recurring low-value requests from L1 to L0 via automated self-help tools like ServiceNow ‘Now Virtual Bot’ & Self-service Portal, resulting in overall reduction of support cost & increase in customer experience- Conducted regular performance evaluations, provided coaching and mentoring, and.

India

- Successfully implemented ITIL and ITSM Suite - ServiceNow across different entities and geographies for the organisation- Designed and implemented standard catalogue of Digital Services and ensured timely delivery- Successful expansion of the IT support from standard working hours to 24/7/365 support- Developed and implemented service processes and.

Gurgaon, India

- Oversee the delivery of IT services to ensure they meet the required standards and SLAs (Service Level Agreements).- Acted as an escalation point for service delivery issues, ensuring that problems are resolved quickly and effectively.- Continuously seek to improve service delivery processes, leveraging methodologies such as ITIL (Information Technology.

Gurgaon, India

- Successfully implemented ServiceNow ITSM across different geographies and successfully migrated the data from Oracle NetSuite- Managed daily IT operations, ensuring service delivery met established SLAs and organizational standards.

Gurgaon, India

- Managing the delivery of IT Services to internal customers, suppliers and third parties in accordance with strict operational and service level agreements.- Drafting and maintaining policy, standards and procedures for the service desk. - Schedule the work of IT Service Desk engineers to meet agreed service levels.

Gurgaon, India

* Responsible for running the Daily Operations for IT Service Desk.* Responsible for Staffing of employees* To mentor and coach the team to improve performance.* Establish cohesive work environment to motivate team & meet process metrics.* Analysing & communicating the areas of opportunity to improve overall End customer experience.* Implementation of ITIL.

Gurgaon, India

- Analyzed IT service performance and identified areas for improvement, leading to enhanced service delivery.- Assisted in the development and implementation of IT policies and procedures to align with business objectives.- Provided technical support and guidance to junior team members, fostering professional development within the team.

Master Of Business Administration - Mba, Information Technology

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General