Rahul Singh

Service Management Specialist @Orange Business

Gurugram, IN

Responsibilities-Lead service transitions (HOTO) from project to operations, coordinating with PMs, DPMs, and cross-functional teams-Oversee incident, change, problem, and capacity management for international clients, ensuring ITIL-aligned service delivery-Track and present KPIs, SLAs, and service metrics in client meetings to support data-driven decisions-Conduct root cause analysis (RCA) and provide actionable recommendations to improve service stability-Validate and reconcile assets across multiple platforms (ServiceNow, SolarWinds, DNAC, vManage, Orchestre, Gini, Flip)-Build and maintain dashboards and reports in Power BI and Excel for service performance monitoring-Facilitate Agile ceremonies (stand-ups, demos) and encourage adoption of Agile practices across teams.Key Achievements-Automated weekly path audits, reducing manual effort by 75% and improving reporting accuracy-Cleared 400+ day-old HOTO backlogs, introduced new process checks, and improved service delivery timelines-Resolved a critical MITRO module bug, preventing data inconsistency and operational disruption-Retrieved 280+ network paths, avoiding a major client penalty; honored with the “Changemaker 2025” award-Introduced Kanban methodology, improving transparency and Agile adoption across teams.Introduced Kanban methodology, increasing workflow transparency and improving delivery efficiency.