Ankit Agrawal
ITSM-Operations Service Manager
- Role
- Technical Lead at Infosys
- Location
- Nagpur, MH, IN
- LinkedIn followers
- 500 followers
About Ankit Agrawal
Currently serving as Technical Lead in Infosys for B2B and Cloud Applications Support, Certified AWS professional with overall 10 Years of relevant experience IT- INFRA Management and Technical Expert in Windows, Linux and Desktop Virtualization, VM Ware, Cloud environment and Devops Expertise. Also, ServiceNow and Salesforce, Remedy force, Cherwell to manage incidents and requests. Proficient in VM creation, app installation and uninstallation, versioning, SLAs, Active Directory, Outlook support, and Windows, Linux cloud infrastructure management. Strong communication and interpersonal skills with a passion for providing exceptional client handling and client service.
Experience
Technical Lead
Aug 2024 — Present
Led and mentored a technical support team, ensuring high performance, efficient workload distribution, and continuous knowledge sharing.Managed issue resolution, troubleshooting, root cause analysis, and ensured timely escalation of technical issues to meet SLA and KPI goals.Coordinated communication between support teams, development, and cross-functional departments to resolve service requests and incidents.Maintained detailed documentation of issues, resolutions, and standard operating procedures (SOPs), ensuring process optimization and training.Provided regular performance reports on incident trends, resolution times, and customer satisfaction metrics, fostering continuous improvement.Acted as the primary point of contact for escalated technical issues, ensuring quick resolution and minimizing business disruption.Managed SAP integration with OpenText and AS2 for seamless vendor communication, PO creation, and file transfers, ensuring accurate transaction processing.Ensured smooth operation of S2P processes (purchase requisitions, raw material issues), resolving technical glitches in B2B data transfers and SAP PI processes.Coordinated B2B BPM tasks for file transfer management during weekdays and weekends, ensuring smooth transaction processing.Managed notifications, status updates, and smooth processing of sales orders (SO), delivery notes (DN), and shipment documents for customer deliveries.Led training on SAP S2P IL & BPM processes, OpenText, AS2, and B2B transactions, ensuring team knowledge sharing and effective onboarding.Optimized support tools and processes to improve productivity and service quality, ensuring efficient resolution of technical issues.Training & ToolsS2P IL & BPM: Managed purchase requisitions and raw material issues within the S2P process.B2B Tools: Utilized SAP PO/PI/AS23/AS2 and OpenText for seamless B2B transactions and file transfers.Led issue resolution in SAP and B2B systems, ensuring timely PO creation and delivery.
Education
Nagpur university
Bachelor of Business Administration - BBA, Business/Commerce, General
2012 — 2013
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