Naimish Agnihotri
Pune
Summary
Self-motivated Delivery Manager experienced in managing projects, fixing reliability issues and managing budgets. Committed to service delivery initiatives, creating agile product management methods. Strong leader devoted to positive change.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Delivery Manager
Tata Consultancy Services, Global Shared Services
Pune
06.2023 - Current
- Delivered critical SLA and KPI reports with accuracy and timeliness.
- Led Cross functional team team based on ITSM and showcased exemplary performance in Incident, Change, and Problem Management.
- Enhanced measurement of end-to-end services and collaboration across Tower leaders, IT leadership, and business leadership for efficient execution of tasks.
- Facilitated MSR, QBR, and CAB meetings to facilitate effective communication and delivery of project milestones.
- Provided in-depth analysis and reporting on partner performance, encompassing all defined metrics to identify trends, opportunities, issues, and successes.
- Conducted routine assessments of SLAs and KPIs with input and endorsement from stakeholders and clients.
- Conduct regular business reviews with partners, providing performance and gap analysis to optimize customer experience delivery.
- Maintained standard alignment, meeting all documentation needs for internal audits through the adherence of applicable team members to The Way We Get Work Done.
Global Business Escalation Manager
IBM India Pvt Ltd. - Spin off Kyndryl
Gurgaon
03.2021 - 05.2023
- Ideal technical background in Executive environment with expertise supporting Executives and handling Business Escalations.
- Successfully led and directed international teams in both India and Italy
- Built customer confidence, credibility, and rapport through effective communication
- Managed multiple escalations simultaneously in a fast-paced environment.
- Succeeded in handling intricate escalated scenarios
- Effectively tailoring communication style for diverse audience types, showcasing strong verbal and written abilities.
- Considerable experience in project / program management
- Experienced in troubleshooting a variety of computer operating systems and software.
Senior Technical Analyst
IBM India Pvt Ltd.
Gurgaon
05.2018 - 03.2021
- Advanced from Technical Analyst to Senior Technical Analyst at Bombardier.
- Increased responsibilities by becoming a Team Lead.
- Took on the role of Process Trainer, training and supporting new agents.
- Enhanced SLA and SLO for Account through effective Queue management for Incident/Change/Problem.
- Managed AHT, CSAT, and Agent Attrition effectively.
- Efficiently worked on backlogs to achieve a significant reduction in Ticket Aging.
- We route and work on the tickets that are created for a local tech dispatch.
- Ensuring proficient support for Windows OS 7 and 10, Linux OS, and Mac machines.
Technical Analyst
IBM India Pvt. Ltd.
Gurgaon
01.2016 - 06.2018
- Promoted and joined AT&T Project as a Technical Analyst
- Took responsibility for resolving technical problems with clients' machines from a remote location using software tools like IBMRA, CMRC, Tivoli, and SCCM.
- Effectively utilized BMC Remedy Ticketing tool for creating cases and maintaining client issue records
- Managed the routing and resolution of tickets for AT&T DSFS Team
- Offered proactive and immediate technical assistance to clients, prioritizing first-contact resolution as a key account objective.
System Analyst
IBM India Pvt. Ltd.
Gurgaon
01.2015 - 12.2015
- Commenced role at Altria (Philip Morris) as a System Analyst specializing in B2B processes
- Successfully diagnosed and resolved client machine problems remotely
- Utilized Service Now Ticketing tool to create and maintain records of client issues
- Developed efficient methods to manage and update sales and user records in Edge Applications
- Provided assistance for Windows operating systems 7 and 8, as well as Linux OS within the company.
- Managed ticket records through the ticketing tool, promptly directing them to the relevant department as needed.
Education
Bachelors of Computer Application -
Swami Vivekanand Shubharti University
06.2013
Senior Secondary -
St. Mary's Inter College
10.2010
Skills
- Agile Practices
- Stakeholder Management
- Incident Management
- Problem & Change Management
- ITIL Framework
- Project Management
- Leadership
- Team Handling
- Continuous delivery
- Decision Making
- Strategic Planning
- Collaboration
- Goal Setting
Certification
- CCNA - CISCO, Oct,2011
- ITIL V4 - Jan'2024
- Train the Trainer – T3 - May'2021
- PowerBI - May'2024
- JIRA Altassian - Pursuing
- PMP - Pursuing
Accomplishments
Received multiple awards, recommendations from CEO's, VP and IBM and TCS Leadership in till now tenure.
Languages
- English
- German
- Spanish
- French
Timeline
Assistant Delivery Manager
Tata Consultancy Services, Global Shared Services
06.2023 - Current
Global Business Escalation Manager
IBM India Pvt Ltd. - Spin off Kyndryl
03.2021 - 05.2023
Senior Technical Analyst
IBM India Pvt Ltd.
05.2018 - 03.2021
Technical Analyst
IBM India Pvt. Ltd.
01.2016 - 06.2018
System Analyst
IBM India Pvt. Ltd.
01.2015 - 12.2015
Bachelors of Computer Application -
Swami Vivekanand Shubharti University
Senior Secondary -
St. Mary's Inter College
- CCNA - CISCO, Oct,2011
- ITIL V4 - Jan'2024
- Train the Trainer – T3 - May'2021
- PowerBI - May'2024
- JIRA Altassian - Pursuing
- PMP - Pursuing
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