Ashish S. profile photo 1 on Tal

Ashish S.

ITSM Lead Engineer | ITILv4 Certified | ServiceNow & KPI/SLA Expert | 9+ Years IT Service Management | Open to Remote Opportunities Pan India

New Delhi

10+ years of work experience

Motherson Technology Services
Mar 20224 yrs 4 mosPresent

Noida, Uttar Pradesh, India

Lead Engineer Motherson Technology Services Limited, Noida, India Achievements/Tasks Successfully manage the teams of 5 consultants to ensure on-time delivery of projects to customers with strong coordination and effective communication, adhering to service quality standards and leveraging technology and data analytics. Track and manage SLAs, KPIs, and escalate potential service issues while ensuring process compliance and effective tracking of operations, contributing to escalations management and service level improvements through strategic revision. Generate, maintain, analyze, & present daily, weekly, & monthly reports using ITSM tools like ServiceNow, contributing to continuous improvement and supporting revenue recognition methods, while aligning with data services and reporting standards and facilitating collaboration. Handling multiple projects like SMRC, S4HANA, etc. Develop the roadmap for short- and long-term work, manage prioritization, and monitor the work with functional knowledge to meet expectations and support E2E processes, ensuring alignment with service transition goals and change management. Conduct root cause analysis for major incidents and implement solutions. Leverage automation tools to enhance service management efficiency and operational activities, ensuring effective project management and coordination with project managers and maintaining documentation for operational excellence and onboarding processes.
IBM
Feb 20202 yrs 2 mosMar 2022

India, Gurgaon

Responsibilities • Performing the analysis on department wise data (Service Desk, IT & Incident Management) & sharing of the key insights & trends with the Clients. • Working on High Escalated Incidents with Service Delivery Manager and Delivery Project Executives. • Generate, maintain, analyze & present daily, weekly & monthly reports using MS Excel. • Formulation of business strategies to achieve short- & long-term goals & building efficiency. • Training & participating in healthy discussion with Clients across pan India.
IBM
Dec 20163 yrs 3 mosFeb 2020

Gurugram, Haryana, India

Tasks: • Assigning Service Request and Incidents tickets to the dedicated team. • Creating technical troubleshooting documents for assisting the agents over the call. • Working remotely on users machines for Windows and office issues. • Training & participating in healthy discussion with Clients across pan India.
Kyndryl
Dec 20165 yrs 4 mosMar 2022

Managed high-priority incidents and coordinated with delivery teams for swift resolution. Analyzed incident trends and supported root cause identification for recurring issues. Generated KPI/SLA reports and shared performance insights with stakeholders. Handled client escalations and ensured effective communication throughout the incident lifecycle. Conducted training sessions and contributed to service improvement discussions.
Kyndryl (Originally IBM)
Dec 20164 yrs 4 mosMar 2021

Assigned service requests and incident tickets to appropriate support teams for timely resolution. Developed technical troubleshooting guides to assist support agents during customer interactions. Provided remote support for end-user issues related to Windows OS and Microsoft Office applications.
Concentrix
Dec 201311 mosOct 2014

Gurugram, Haryana, India

• Data Cleaning on Excel performed on the daily basis and distribute the task to different team. • Preparing report on the daily basis and weekly basis • Good knowledge on Excel like VLOOKUP, HLOOKUP, Pivot Tables etc. • Assigning the dedicated issues to the concern teams

Education

Postgraduate Degree, Data Science and Visualization

BRIDGE School of Management affiliated with Northwestern University

20171 yr2018
sikkim manipal university

Master of Computer Applications, Computer Programming, Specific Applications

sikkim manipal university

20133 yrs2016

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Headline

ITSM Lead Engineer | ITILv4 Certified | ServiceNow & KPI/SLA Expert | 9+ Years IT Service Management | Open to Remote Opportunities Pan India

About

• Over 9+ years of experience in Reporting, IT Service management, & Data Analysis • Currently working at Motherson Technology Services Limited, tracking and managing KPIs and SLAs & preparing reports through ServiceNow & Smartsheet. • Validating the performance of reports after every new release of ServiceNow. • Showcasing high-level executive summary to client through Kanban & ServiceNow Dashboards • Preparing a slide deck for the leadership to show the performance.

Location

New Delhi

Work experience

Lead Engineer at Motherson Technology Services, Mar 2022 - Present · 4 yrs 4 mos, Noida, Uttar Pradesh, India, Lead Engineer Motherson Technology Services Limited, Noida, India Achievements/Tasks Successfully manage the teams of 5 consultants to ensure on-time delivery of projects to customers with strong coordination and effective communication, adhering to service quality standards and leveraging technology and data analytics. Track and manage SLAs, KPIs, and escalate potential service issues while ensuring process compliance and effective tracking of operations, contributing to escalations management and service level improvements through strategic revision. Generate, maintain, analyze, & present daily, weekly, & monthly reports using ITSM tools like ServiceNow, contributing to continuous improvement and supporting revenue recognition methods, while aligning with data services and reporting standards and facilitating collaboration. Handling multiple projects like SMRC, S4HANA, etc. Develop the roadmap for short- and long-term work, manage prioritization, and monitor the work with functional knowledge to meet expectations and support E2E processes, ensuring alignment with service transition goals and change management. Conduct root cause analysis for major incidents and implement solutions. Leverage automation tools to enhance service management efficiency and operational activities, ensuring effective project management and coordination with project managers and maintaining documentation for operational excellence and onboarding processes.

Incident Manager cum Business Analyst at IBM, Feb 2020 - Mar 2022 · 2 yrs 2 mos, India, Gurgaon, Responsibilities • Performing the analysis on department wise data (Service Desk, IT & Incident Management) & sharing of the key insights & trends with the Clients. • Working on High Escalated Incidents with Service Delivery Manager and Delivery Project Executives. • Generate, maintain, analyze & present daily, weekly & monthly reports using MS Excel. • Formulation of business strategies to achieve short- & long-term goals & building efficiency. • Training & participating in healthy discussion with Clients across pan India.

Practitioner(Dispatcher) at IBM, Dec 2016 - Feb 2020 · 3 yrs 3 mos, Gurugram, Haryana, India, Tasks: • Assigning Service Request and Incidents tickets to the dedicated team. • Creating technical troubleshooting documents for assisting the agents over the call. • Working remotely on users machines for Windows and office issues. • Training & participating in healthy discussion with Clients across pan India.

Incident Manager at Kyndryl, Dec 2016 - Mar 2022 · 5 yrs 4 mos, Managed high-priority incidents and coordinated with delivery teams for swift resolution. Analyzed incident trends and supported root cause identification for recurring issues. Generated KPI/SLA reports and shared performance insights with stakeholders. Handled client escalations and ensured effective communication throughout the incident lifecycle. Conducted training sessions and contributed to service improvement discussions.

Technical Support Specialist at Kyndryl (Originally IBM), Dec 2016 - Mar 2021 · 4 yrs 4 mos, Assigned service requests and incident tickets to appropriate support teams for timely resolution. Developed technical troubleshooting guides to assist support agents during customer interactions. Provided remote support for end-user issues related to Windows OS and Microsoft Office applications.

Practitioner at Concentrix, Dec 2013 - Oct 2014 · 11 mos, Gurugram, Haryana, India, • Data Cleaning on Excel performed on the daily basis and distribute the task to different team. • Preparing report on the daily basis and weekly basis • Good knowledge on Excel like VLOOKUP, HLOOKUP, Pivot Tables etc. • Assigning the dedicated issues to the concern teams

Education

Postgraduate Degree, Data Science and Visualization, BRIDGE School of Management affiliated with Northwestern University

Master of Computer Applications, Computer Programming, Specific Applications, sikkim manipal university