HARJINDER SINGH NAGI

E-Mail: ad4hfn@r.postjobfree.com

Contact No: +91-971*******

IT Service Management Lead (ITSM & SCRUM)

Summary

ENGLISH & SPANISH speaking Tech-Support professional with over 17+ years of experience in Application Maintenance and Support, Supply Chain, Agile and Lean practices; Coordinate sprints, retrospective meetings and daily stand-ups; Maintaining delivery momentum; Making the process work; Sprint planning; Scrum techniques and artifacts; Meeting facilitation, both business & senior stakeholder meetings, and technical team.

Core Competencies: Problem Management, Change Management, Major/Incident Management, Escalation Management, Service Delivery Management, Stake holder Management, Team/Resource Management

IT Skills: MySQL & Oracle – Toad, Jira, Zendesk, HTML

EMPLOYMENT DETAILS

Currently working as Team Lead with Corecard Software India (Banking domain) from May 2019

Managing team conflicts and demonstrating quick decision-making capabilities to maintain sound team health.

Responsible for processing ACH, Embossing and IPM files

Oversee team schedules and resource capacity for each shift to ensure balance.

Make sure incidents are accurately logged, assigned, tracked, responded to promptly and resolved within SLAs.

Collaborate with other IT teams to resolve technical issues and improve service delivery.

Lead the team from the front always offer support, mentorship and training of new analysts.

Develop and implement service desk policies, procedures and best practices.

As Senior Support Consultant with Serosoft Solutions from June 2018 – Jan 2019

Coordination and management of Major High Severity Incident Management process activities

Manage delivery excellence through peer-review & Client Satisfaction

Implemented (ITIL practices) & defined SLA’s required for IT support within the organization.

Ensures delivery of process as per SLAs and timelines for Support operations.

Resolve Incidents/Problems submission of RCA, manage team performance, quality control of service delivery.

Ensuring the process compliance and continuous improvements of process.

Communicates with all relevant teams to ensure deliverables are met

Responsible for customer satisfaction & handling weekly and monthly meetings with clients

Driving Major High Severity Incidents till closure, informing business stakeholders and documenting key events.

Maintaining relationships with clients, employees and management.

As Senior Technical Analyst with Xeeva India from Oct 2012 - Feb 2018

XEEVA is a SaaS product company (Domain SCM).

Application Maintenance and Support, assist & resolve customer expectations on the Procure-to-Pay product

Communicate problems and issue trends directly to XEEVA’s Product Team

Plan, manage and responsible for the performance of the team & building skills for career development activities

Build and Maintain well-established relationships with key customer stakeholders

Responsible for coordination of High Priority, Critical issues (Major Incidents) to closure and submission of RCA

Represent the Support Desk at new customer launches and escalation meetings

Responsible to onboard new customer on Support Desk and impart Knowledge Transfer to the support team

Management of key staff responsible for Service Desk and for career development and appraisals.

Problem and Incident management ensuring that ensure SLA’s are achieved, client expectations are met, handle client escalation and provide feedback to the team

Maintain escalation tracker and ensure zero major escalations

Attend client service review meetings; areas covered include performance reports, weekly and monthly reports service improvements, quality and processes.

Received several appreciation emails from the customer

As Delivery Manager with Cfaact from Feb 2012–Oct 2012

Helped organization bag a contract worth $6 million with active participation in the bid/pre-sales process

Directly managed a team of 15 people.

Responsible for India operations – International Recruitments, On-site coordination and Off-shore operations

Requirement understanding including Job Description, Skill identification, Budgetary constraints, Urgency

Detailed reporting on Key Staffing Metrics – Qualifications, Experience, Employment Background, Stability, Skill mapping, Negotiations

As Technical Analyst – L2 with ICTECT from May 2010 –Feb 2012

Directly managed a team of 10 people.

Responsible for Quality Assurance, documentation review, training and continuous improvement plan

Established & managed the Quality Tool Plan for the project - U.S. Air Force, AFI33-360 Standard

Client target was delivery of 25 – 30 documents per week, Profusely over-achieved target by 100

Delivered a straight 200% increase in work performance

Achievement: “Awarded Best Employee of the month” - Twice

As Sr. Helpdesk Technician with Netlink from April 2006 to May 2010

Directly managed a team of 25 helpdesk technicians.

Communicating and Managing expectations of internal &external stakeholders

Team Management including Roster Management, Quality assurance, monitoring and coaching

Ensure SLA & OLA compliances, pioneered the use of ITIL framework and practices within the organization

Implemented analytics for trend and performance analysis using captured data points

Responsible for RCA and also as a point of escalation to internal as well as external stakeholders

Achievement: “Awarded as the Best Employee of the month” – twice

EDUCATIONAL CREDENTIALS

Bachelor’s in Arts from Burdwan University, West Bengal – 1996 India.

PERSONAL DOSSIER

Address: 1/103 Shalimar Sterling, Near Apsara Talkies, Raisen Road, PO Govindpura Bhopal - 462023

Date of Birth: 16thAug, 1972

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