Tarun Gupta Email & Phone Number

Victoria, Australia

Melbourne, Victoria, Australia

My responsibilities include developing organisational wide capabilities, designing, and implementing organisation structure, improving business processes, managing organisational change, drive product development, business development and deliver professional services through high performing globally distributed team for Service Integration & Management (SIAM) business unit. • Lead whole-of-the-business unit, including CoE, Professional Services, Service Delivery, PnL, GTM, and Business Development• manage ServiceNow competency for SIAM business unit to build and deliver IT and business services capabilities• professional services to implement DRYiCE product suite including autonomics and orchestration capabilities• advise and coach customer stakeholders to choosing right path to digital transformations• Organize, develop, and mobilize the team to deliver SIAM portfolio's integrated organisational structure and culture into place• Sponsoring organisational change to sustained performance and growth which includes developing new operating models, business processes, and adapting emerging technologies• accountable for establishing sustained organization design to meet evolving market needs• Coaching and mentoring high performance teams that enables customer success and deliver value• drive organizational initiatives with respect to marketing, brand management and analyst relationship• engage and contribute to industry-wide consortiums through thought leadership and industry insights

Melbourne, Victoria, Australia

- provide management oversight and responsibility across the SIAM function to ensure the effective and efficient functioning of the SIAM function;- provide solid and clear leadership within SIAM function and its people and serve as a trustworthy advisor to the SIAM Leadership in HCL- Ensuring that the SIAM Leadership is provided with sufficient accurate information on a timely basis regarding the SIAM function, and in particular concerning the SIAM function's performance which enables effective decision making- Identifying and managing risks for the SIAM function and formulating strategies for managing and mitigating those risks- Participate in necessary business and professional associations internally & externally (sales, marketing, analyst and advisors, Recruitment, Training, HR), networks and activities relevant to the SIAM function's effective operation;- Work closely with SIAM Leadership in setting up, maintaining and reviewing SIAM COE, SIAM function and SIAM services structure, ways of working including policies & processes to guide, support, inform and monitor the prime tasks of HCL SIAM;- work closely with the SIAM Leadership to connect corporate strategic objectives to functional plans and initiatives with a clear focus to achieve outcomes- identify opportunities to transform, develop offerings that must be scalable, available and sized appropriately to accommodate future demand and meet customer outcomes- drive organization-wide initiatives, architecting and deploying solutions and best practices related to SIAM function- develop the right mix of people with the appropriate skills (hard and soft), working together with clear roles and responsibilities in a structure that supports effective collaboration and growth- develop skill development programs, continuously monitor & evaluate existing skills and launch learning plans for various teams in SIAM function

Melbourne, Australia

- Accountable and responsible for on-time, on-budget and quality delivery of SIAM Projects across HCL- Responsible for P&L, budget forecasting & planning, revenue management for SIAM competency- Advisor to help customers conceptualize SIAM, choose right strategy and build cost effective solutions with a clear focus on the outcomes- Responsible for new offering development, portfolio expansion and offering enhancements as per industry trends and customer needs aligned with digital technologies- Work closely with Sales and Marketing Team to represent HCL in various events, interface with Analysts and Advisors for SIAM services- Operationalization & stabilzation of SIAM services, and continuous guidance to SIAM Operations- Setup high performing teams, drive team culture, resource motivation and move from forming to performing stage- Drive skill upliftment and sustainable development programs for resources (onboarding, training & academies, certifications, career guidance)- Support marketing and business development for SIAM/XaaS offering- Drive team collaboration, performance reviews and consulting skill enablement programs- Organization Change Management for SIAM programs internally within HCL and customer organizations to promote SIAM adaption covering awareness, business needs, benefits and the industry trends

Melbourne, Australia

- Accountable and responsible for quality and on-time delivery of all SIAM projects globally (Strategy, design & implementation and setup Service Management Office)- Design apt solutions and support presales including demos, assessment, due diligence for customers- Design and enhance ITSM offerings as per changing market trends aligned to SIAM, IT4IT, XaaS models- Support marketing and business development for SIAM/XaaS offering- Setup high performing teams, team culture, resource motivation and career guidance- Resource development and enablement aligned with consulting enablement program- Build & enable training & academy programs for SIAM and ITSM skilled professionals- Review market trends, team performance, project performance and develop learning plans covering technology and softer aspects through team direction settings on an yearly basis- Organization Change Management for SIAM programs internally within HCL and customer organizations to promote SIAM adaption covering awareness, business needs, benefits and the industry trends

United Kingdom, Australia

- Pre-sales for SIAM, ServiceXchange and standard consulting offerings - Design new offerings and models to build apt solutions based on customer demands - Engagement lead and solution architect for SIAM implementation projects - Drive and manage SIAM hiring, resource enablement, Academy program - Drive SIAM Organization Change Management programs internally and externally- Mentoring and guiding team members

United Kingdom

- Lead several Pre-Sales & Solution Design for SIAM Deals which involves, understanding responding to RFI, RFP, MVD, Solution Defense- Lead large & complex SIAM implementations as Solution Architect along with managing SIAM neutral delivery.- Responsible for running internal SIAM training programs which aim at producing SIAM resources internally, keeping view of business requirements. - Responsible for SIAM Practice Development which includes building new implementation approach, Case Studies, Whitepapers & Use Case for SIAM Implementation-Lead for SIAM Projects implementation and also govern/review SIAM Projects

London, United Kingdom

- Pre-Sales & Solution Design for SIAM Deals which involves, understanding responding to RFI, RFP, MVD, Solution Defence- Responsible for SIAM Practice Development which includes building new implementation approach, Case Studies, Whitepapers & Use Case for SIAM Implementation- Responsible to setup SIAM Practice under the guidance of Practice Head, develop Team charter which includes skill requirements, training & onboarding plans, setting up KPPs, collaboration platform, knowledge building and sharing- Lead for SIAM Projects implementation and also govern/review SIAM Projects- Functional consulting e.g understand requirements, business case/scenarios, suggest/recommend and build functional specifications for SIAM, IT Service Management Tools like BMC Remedy, Service Now, HPSM- Design & Deliver SIAM Academy training programs to uplift resource skills,

Singapore

• Lead the Practice - Process Technical Excellence Group (TEG) and responsible for Practice Development which includes building new implementation approach, Case Studies, Whitepapers & Use Case for ITSM Implementation (Incident, Problem, Change, Release, Asset & Configuration, Service Request, Service Portfolio along with Availability & Capacity Management)• Closely work with Sales team for RFI, RFP, Due Diligence, Solution Defense, Use Case, Product Demo, Effort Estimation & Sizing.• Functional Consulting on design & implementation of all ITSM modules including Process & Tools setup in Infrastructure and Applications Management environment• Evaluation/implementation of ITIL complaint tools and Product comparisons like BMC Remedy & Service Now or Legacy Tools.• Involved in Management Reviews & Governance for Service Management Function across the Organization.• Planning, recruitment, tasking, delegation, monitoring, feedback, skill upgrade, competence management, career planning, motivation & mentoring of the team

Noida Area, India

• Complete ITIL process & tools implementation lifecycle, gap identification, process definition to process adoption/ implementation in Infrastructure and Applications Management environment• Functional consulting on design & implementation of all ITSM modules including process & tools setup in Infrastructure and Applications Management environment• Evaluation/implementation of ITIL complaint tools and product comparisons like BMC Remedy & ServiceNow or legacy tools.• Prepare detailed test cases for large deployments, perform hands on tests mostly from an integration testing perspective, analyze results of tests from individual module owners, and suggest improvements enhancements to the development team.

Singapore

- Worked for Credit Suisse, Singapore, managed an efficient production support operation, administration/configuration of six tools hosted on various platforms (BMC Remedy (ITSM ver7/ver6), UNIX, SQL) in Data Center Operations. - OLA and KPI metrics for the various tools supported. - BMC Remedy Administration (Incident Management (ver7), Change Management (ver6)) and Support for Process/ Procedure Implementation - Requirement Gathering and Functional Consulting - Data Center Reporting aimed at increasing team efficiency, KPI Reporting, Escalation reporting. - Service Management Tool training - Stabilizing process to accomplish steady-state operations and continuous process improvements.Projects Handled:- Successfully rolled out BMC Remedy ver7.1 for Investment Banking and Private Banking users in Jan 2008 and Jan 2009 respectively.- Successful completion of TIS 2.0 - Project for Organization restructure – Adjusting Groups, users, configuration data (Assignments, templates, Categorization etc) in ITSM ver7 as per Organization changes

Noida Area, India

ITSM Administration & Development:• Analyze requirements and build Functional requirements specification documents for implementation inn ITSM Systems e.g. BMC Remedy.• Develop/Configure ITSM Systems to implement functional requirements.• Perform detailed testing of the ITSM systems to ensure that the contractually agreed terms and conditions including SLA’s, workflows are mapped to the deployed tool sets.• Responsible for configuration and management of ITSM System email engine for the SLA and other notifications, and Distributed Server Option for data replication• Managed complete ITSM Suite deployed on ITSM Systems (BMC Remedy) e.g. Incident Management, Problem Management, Change & Release Management, Request FulfilmentsProcess Management (Incident & Problem Management):• Drive critical Incident Bridge during incident outages• Performed the duties of Critical Incident Manager• Serve as first level of Management Escalation during Severity 1 outages; coordinated with different support group managers for resolving issues expeditiously.• Monitored the effectiveness of Incident & Problem Management Process and identify process improvement.

Technical Support & System Administration:• Interface with customer to handling queries and requirements related to IT systems, IT Service Management.• Participate and involve in ITSM Tools Testing with BMC Remedy Team.• Serve as first level of Management Escalation during Severity 1 outages; coordinated with different support group managers for resolving issues expeditiously.Team Manager:• Managed a team of 20 analysts to ensure SLA and KPI metrics compliance for the Analysts.• Responsible for customer satisfaction, generating report and initiating actions to avoid repetition of complaints.• Resource requirement analysis – Assets and manpower planning & prepared trackers for them.• Conducted meeting/conference calls with clients for discussing performance reviews, escalations review, and new process launch.

Noida Area, India

• Responsible for handling level 1 troubleshooting issues related to IT Systems, Applications, Networks and Data Center Systems.• Coordination for Incident Management Process lifecycle• Responsible for Incident Lifecycle• Route issues related to IT Systems & Applications, Networks and Data Center Systems

Technical Support Engineer for US based clientTroubleshooting issues related to Desktop, Network Devices

India

Provide technical support to MSN Explorer customers

Master Of Information Technology Leadership, Organizational Leadership

Information Technology, Leadership

Bachelor Of Electronics, Electronics

Education record