--- title: "Shivendra Singh PMP® - Senior Manager in Mumbai | Tal" description: "Meet Shivendra Singh PMP®, 15 Years || Senior Manager – IT Operations & Service Delivery || PMP®Certified || Leading Enterprise Reliability, CoE Strategy & Major Incident Leadership || NMIMS Leadership Program Certified || BFSI based in Mumbai. AI stack includes claude code, grok, and metaai." image: "https://tal.club/meet/shivendra-singh-2/share-image" --- # Shivendra Singh PMP® on Tal ## Headline 15 Years \|\| Senior Manager – IT Operations & Service Delivery \|\| PMP®Certified \|\| Leading Enterprise Reliability, CoE Strategy & Major Incident Leadership \|\| NMIMS Leadership Program Certified \|\| BFSI ## About Open to Senior Project Manager, AVP, and VP leadership roles focused on operational excellence and enterprise transformation\. Service Delivery and Operations leader with 15\+ years across BFSI, PMP® certified, accountable for enterprise reliability, governance, and large\-scale service transformation\. Led Major Incident command and Centers of Excellence supporting mission\-critical environments under stringent SLA and regulatory commitments\. Accountable to senior stakeholders for service continuity, risk management, and operational performance across complex delivery landscapes\. Delivered measurable improvements in service stability, incident response effectiveness, and customer experience through strengthened ITIL operating models\. Driving service maturity, operational resilience, and continuous improvement as Senior Manager – Center of Excellence at Clover Infotech\. ## Location Mumbai ## AI stack claude code grok metaai openai perplexity ChatGPT ## Work experience Senior Manager at Clover Infotech, Apr 2023 \- Present · 3 yrs 7 mos, Mumbai, Maharashtra, India, • Own end\-to\-end service delivery governance across infrastructure and application towers, ensuring 96–99% SLA compliance through structured operational reviews, escalation management, and KPI tracking\. • Lead multi\-vendor, cross\-functional teams across EUC, Windows, Unix, Network, Security, Middleware, Database, Storage, Salesforce, and Application services within 24x7 BFSI environments\. • Reduced repeat incidents by 25–30% by driving root cause analysis \(RCA\), problem management, and preventive engineering initiatives across multiple service towers\. • Improved MTTR by 20% and enhanced service stability by standardizing incident response models, escalation protocols, and major incident governance frameworks\. • Strengthened platform reliability by reducing major outages by 20%, leading deep\-dive post\-incident reviews and coordinating remediation plans across engineering and application teams\. • Lowered operational noise by 15% through proactive trend analysis, early detection mechanisms, and continuous improvement sprints aligned to ITIL CSI practices\. • Enhanced change success rate by 40% by transforming failed and high\-risk changes into structured problem statements and optimizing CAB processes and change execution workflows\. • Managed weekly, monthly and quarterly service reviews \(QBRs\), operational governance meetings, and risk reviews with client stakeholders, ensuring transparency, accountability, and continuous improvement\. • Led end\-to\-end Salesforce service transition from existing support teams to steady\-state operations, managing knowledge transfer, SLA onboarding, and governance setup, achieving zero business disruption\. Service Delivery Manager at NetConnectGlobal, Jun 2021 \- Mar 2023 · 1 yr 10 mos, Mumbai, Maharashtra, India, • Managed reporting lines across multiple engineering squads, improving team efficiency by 25% and increasing delivery predictability by 20% through clear ownership and workflow optimization\. • Ensured on\-time delivery for projects and consistently met SLA targets, achieving 98% SLA adherence across all customer commitments\. • Conducted periodic customer feedback surveys, driving remediation programs that boosted CSAT scores by 22% and lowered customer\-reported concerns by 30%\. • Supervised a technical support workforce of 40\+ engineers, ensuring skill readiness, capacity planning, and training programs that cut incident response delays by 35% • Conducted structured skill and performance assessments, implementing corrective and preventive actions that improved overall team quality scores by 18%\. • Delivered accurate, insight\-driven monthly and quarterly performance reports that enabled leadership to make decisions that progressed service KPIs by 15%\. • Acted as the primary escalation point for major incidents, reducing average escalation resolution time by 28% and improving stakeholder confidence\. Major Incident Manager at JK Tech, Nov 2020 \- May 2021 · 7 mos, Mumbai, Maharashtra, India, • Served as Major Incident Manager, owning end\-to\-end management of critical incidents\. • Led timely incident notifications and status communications to senior internal leadership and clients, ensuring strict adherence to SLAs\. • Collaborated closely with Incident Lifecycle Coordinators to deliver rapid initial incident response and resolution\. • Produced and distributed daily, weekly, and monthly incident management reports, highlighting trends and performance metrics\. • Initiated and facilitated technical bridge calls, preparing MOM reports for aging tickets and recommending performance improvement actions\. • Prepared and presented daily aging reports during Operational Review Meetings \(ORMs\)\. • Conducted incident management training for project team members to ensure consistent process adherence across all activities\. • Actively participated in Post\-Incident Reviews \(PIRs\) following service restoration\. • Partnered with Problem Management teams to ensure systemic issues with broader impact were identified and addressed\. • Led root cause analysis for all P1 infrastructure\-related incidents\. • Drove client\-facing problem review calls and managed the end\-to\-end Problem Management lifecycle\. Incident Analyst at Microland Limited, Mar 2019 \- Jul 2020 · 1 yr 5 mos, Mumbai, Maharashtra, India, • Drove incidents through to resolution by coordinating timely engagement with appropriate support teams\. • Documented all critical actions, decisions, and events during incident bridge calls to ensure traceability\. • Provided regular status and impact notifications to senior leadership, highlighting customer and business impact\. • Prepared comprehensive post\-incident documentation to support Problem Management and root cause analysis\. • Provided leadership, direction, and mentorship to incident coordinators\. • Ensured proper escalation procedures were followed and that the correct technical support teams were engaged\. • Reviewed and approved business\-critical changes, including after\-the\-fact changes and change deviations\. • Created and maintained Knowledge Base \(KB\) articles for workarounds and Known Errors \(KE\) identified throughout the problem lifecycle\. • Delivered guidance and training to support teams to ensure adherence to the Problem Management process\. • Ensured all problem records were logged, assessed, classified, prioritized, assigned, and resolved in accordance with process standards\. • Provided on\-call support during weekends and holidays, as required\. • Worked extensively with ticketing tools including ServiceNow, Symphony, and Smart Center\. Sr EUS\( Application Support\) at Microland Limited, Dec 2015 \- Dec 2018 · 3 yrs 1 mo, Mumbai Area, India ## Education Master of Computer Applications \(MCA\), Computer Science, Vinayaka Mission's Research Foundation \- University Bachelor in Computer Application, Information Technology, Yashwantrao Chavan Maharashtra Open University [View the original profile](https://tal.club/meet/shivendra-singh-2) ```json { "@context": "https://schema.org", "@graph": [ { "@type": "Person", "@id": "https://tal.club/meet/shivendra-singh-2#person", "name": "Shivendra Singh PMP®", "url": "https://tal.club/meet/shivendra-singh-2", "image": "https://tal.club/meet/shivendra-singh-2/profile-photo.jpg", "description": "Meet Shivendra Singh PMP®, 15 Years || Senior Manager – IT Operations & Service Delivery || PMP®Certified || Leading Enterprise Reliability, CoE Strategy & Major Incident Leadership || NMIMS Leadership Program Certified || BFSI based in Mumbai. 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