Hemant Hada

About Hemant Hada

I’m an IT professional who enjoys building reliable, secure, and scalable technology…

Experience

1. IT Manager

   IGT Solutions

   Jun 2022 — Present · Gurugram, IN

   Serving as IT Service Delivery Manager, implementing best practices for end-user and IT support while ensuring adherence to organizational policies and procedures.Improved IT infrastructure management processes, leading to enhanced operational efficiency and service quality.Reduced ticket resolution time significantly from 7–9 days down to 1–3 days, and cut ticket volume by 30% compared to previous years.Leading a team of technical support specialists, providing guidance, mentorship, and escalation support for complex technical issues.Handling Major Incidents (P1 & P2) and coordinating escalations with relevant stakeholders to ensure timely resolution and communication.Maintaining stakeholder communication, delivering updates to technical teams, service delivery heads, and process managers.Ensuring compliance with IT security and regulatory policies, maintaining standards across operations and reporting.Generating live reports via ServiceNow on KPIs like open/closed tickets, pending approvals, severity-wise tickets, and SLA adherence—shared with stakeholders weekly.Monitoring business performance metrics, identifying improvement opportunities, and recommending actionable changes.Conducting monthly IT Induction sessions for new employees, introducing them to IT processes, tools, and policies.Collaborating cross-functionally to enhance IT service management practices using ITIL and other industry frameworks.Contributing to ServiceNow Knowledge Management, improving documentation and user self-help resources.Providing remote support to work-from-home employees, assisting them with IT processes, tools, and troubleshooting as needed.

Education

• Kurukshetra University

  Bachelor of Commerce, Business/Commerce, General

• IILM University, Gurugram

  Master of Business Administration

  2011

Skills

• Project Management
• Technical Support
• Talent Acquisition
• Sourcing
• Linux Desktop
• Lotus Domino Administration
• Management Information Systems (Mis)
• Training Delivery
• IT Operations
• Data Center
• Cloud Computing
• Virtualization
• Screening
• Employee Relations
• Erp
• Process Improvement
• Remote Troubleshooting
• Recruiting
• Vendor Relationships
• Performance Management
• Crm
• Team Management
• Business Intelligence
• Networking
• Mis
• Budgets
• Flex Plm
• Blackberry Enterprise Server
• Server Virtualization
• Sap Erp
• Storage Virtualization
• Strategic Planning
• Thin Computing
• IT Asset Management
• Sap R/3
• Pre-Sales
• Hris
• Team Leadership
• IT Infrastructure Management
• Personnel Management