Jaspreet Singh

About Jaspreet Singh

IT Operations Lead | Production Support, Incident Management & Service DeliveryService Delivery Manager / IT Operations Lead with 12+ years of experience in IT Service Management (ITSM), production support, and enterprise application operations. Expertise in Incident, Problem, Change & Release Management, Major Incident (P1/P2) handling, SLA/KPI governance, and Service Delivery. Proven track record in reducing MTTR, improving system reliability, and maintaining 99.9%+ uptime.Hands-on experience with tools like JSM, Splunk, AppDynamics, OpsGenie, PagerDuty, Grafana, Icinga, and Confluence, along with middleware technologies and AWS Cloud. Strong in Root Cause Analysis (RCA), automation, proactive monitoring, and continuous service improvement (CSI).Skilled in stakeholder & vendor management, and leading cross-functional teams. Delivered 40% alert reduction, led ITSM initiatives, and recognized for operational excellence. Experience in Agile/Scrum as Scrum Master & Product Owner.Core Competencies:· ITSM & Service Management: Incident, Problem, Alarm, Change, and Release Management· Leadership & Team Management: Team Leadership, People Management, Coaching and Mentoring, Conflict Resolution, Decision-Making, Onboarding and Orientation, Team Check-ins, Shift Scheduling· Project & Delivery Management: Project Management, Agile/Scrum, Stakeholder Management, SLA Management· Cloud & DevOps: AWS, Kubernetes, Docker, Jenkins, Git, Bitbucket· Monitoring & Observability: AppDynamics, Splunk, Grafana, Prometheus, BigPanda, OpManager, Opsview, Zenoss, Icinga· Middleware, Systems & Databases: WebLogic, WebSphere, JBoss, IIS, FileNet, Linux, Unix, Windows, Oracle, SQL Server, PostgreSQL· Tools & Platforms: ServiceNow, JIRA/JSM, PagerDuty, OpsGenie, BMC Remedy, Control-MKey Achievements:· Managed alert optimization project and reduced alert volume by 40%.· Accomplished multiple ITSM projects with high success rate.· Winner of hackathons and recipient of multiple performance awards.· Recognized by clients (MasterCard, Moody\'s, AT & T) for operational excellence.· Acted as Scrum Master and Product Owner across teams.I am a lifelong learner and a multiple award-winning professional dedicated to operational excellence. Whether it’s optimizing a Network Operations Center (NOC), Middleware or streamlining People Management, I focus on delivering tangible, high-impact results.Multilingual: English, Hindi, and Punjabi.

Experience

1. Senior Iot Operations Engineer

   Cisco

   Jun 2022 — Present · Gurugram, IN

   As a Senior IoT Operations Engineer, I am responsible for:1) Driving Operational Excellence: I specialize in optimizing network operations through process improvements in Incident, Change, and Network Operations Center Management.2) Agile Project Delivery: Experienced in Scrum methodologies, acting as both Scrum Master and Product Owner to deliver projects efficiently.3) Technology Evaluation and Implementation: Proactive in researching, evaluating, running Proof-of-Concept trials, and implementing cutting-edge tools to enhance network performance and reliability.4) Operational Readiness: Conduct rigorous testing and analysis to ensure seamless integration of new monitoring systems and minimize false alarms.5) Tool Proficiency: Skilled in administering and operating a wide range of tools, including OpsGenie, PagerDuty, BigPanda, JIRA, Jira Service Management, Confluence, AppDynamics, Splunk, Grafana, ThousandEyes, etc.6) Strategic Leadership: Lead incident response, problem resolution, root cause analysis, change management and network operations center processes.

Education

• Sikkim Manipal University - Distance Education

  Bachelor’s Degree, Computer Applications

  2015 — 2018

• Government Polytechnic, Ambala City

  High School Diploma, Electronics and Communication Engineering

Skills

• Putty
• Sitescope
• Outage Management
• Itil
• Jboss Application Server
• Bmc Remedy Ticketing System
• Event Management
• Incident Management
• Release Management
• Change Management
• Weblogic
• Splunk
• Wily Introscope
• Service-Now.com
• Windows 7
• Toad
• IT Operations
• Problem Management
• Leadership
• Internet Information Services (Iis)
• Linux
• Rapid Sql
• Beyond Compare
• Team Leadership
• Active Directory
• Unix
• Windows Server
• Itil V3 Foundations Certified
• Application Performance Management
• Service Operations
• IT Operations Management
• Team Management
• Hf
• Bmc Patrol
• Request Tracker
• Filezilla
• Customer Service Management