Amandeep Singh Shah

About Amandeep Singh Shah

Over 6+ years of Extensive Experience in Service Management in IT Service Delivery, Major…

Experience

1. Lead Specialist (Major Incident Management IT Service Desk Transition Lead Itsd Itil)

   HCLTech

   May 2021 — Present

   Project:IT Infrastructure Support/Ecommerce/UPI/Oil & Gas Industry (USA & UK European Region)•Led 20+ Associates day to day operations focused on the attainment of key business metrics,continuous improvement initiative ensuring proper identification resolution of team issues to meet production goal•Tracked metrics involving critical incidents produce reports make effective recommendations for improvements.•People,team,escalation management Monitored team performance,Maintained SLA target on a monthly basis to achieve desired KPI including absenteeism attrition shrinkage within the team, Implementing performance reporting.•Maintaining publishing operations reports to stakeholders Handling managing project responsible for meeting overall KRAs for the desk. High severity Incidents co-ordinate to ensure faster resolution.•Ensure adherence to extant SLA where other groups are needed to resolve a single Service Desk incident.Managing the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely effective resolution of end user issues.•Designed enforce request handling escalation policies and procedures, through regular review of the various reports conducting meetings•Monitoring, creating, reviewing of all the SD process, procedures are in sync with different business support unit requirement.•Responsible for handling service level, answer level, customer satisfaction scores FCR for the team on monthly basis,Coordinates CSAT Knowledge Manager,Escalation/Incident Manager•Supporting Delivery Manager with resource demand,capacity for a delivery center,activities to meet the demand, deliver the required capacity•Reviews follow up on ticket based Customer Satisfaction CSAT review within the delivery center Performing reviews on tickets conducts pending ticket analysis with the Shift Leads Initiating/managing against the Service Improvement Plan SIP Continuous Improvement Plan CIP

Education

• National Council for Vocational Training

  National Trade Certificate

• National Institute of Open Schooling

  Intermediate

• St. Mary's Day Inter College

  High School

• Hindustan Aeronautics Limited

  National Apprentice Certificate

  2013 — 2014

• Integral University, Lucknow, Uttar Pradesh

  Bachelor's in Computer Applications