Nikhil Mehta
Machelen,Belgium
Summary
Self-motivated and competent individual with over15 years of experience in infrastructure management,
support and Service Delivery, continuously working towards the sustenance of IT infrastructure support services
with Global Spread. Have the ability in leading a team effectively as well as work within a team environment.
Excellent supervisory, communication and team building skills. ITIL® trained with experience that includes
Incident Management, Problem Management, Change Management and conversant with various service desk
tools.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Delivery lead
Retail Support Services
Zaventem, Belgium
05.2023 - Current
- Lead the teams managing eWorkplace and Cloud environments, ensuring seamless operations of servers, desktops, laptops, and applications critical to Carrefour's store operations.
- Manage and monitor critical infrastructure hosted on GCP, ensuring high availability and reliability for both modern and legacy applications essential for store efficiency.
- Manage team budgets, ensuring optimal allocation and utilization of Capex and Opex to support operational requirements and drive cost efficiency.
- Oversee software licensing for enterprise solutions, including Google, Microsoft, IBM etc ensuring compliance, cost-effectiveness, and alignment with organizational needs.
- Coordinate closely with security team to remediate the high risk vulnerabilities and ensuring the applications are up to date. Setup the patch management process to ensure all application updates are rolled out prior rigorous testing in QA and lab.
- Handling procurement of IT equipments such as Laptops, desktops, chromebooks, jamboards, printers etc by obtaining competitive quotes and ensuring efficient asset management.
- Oversee the management of endpoints, including desktops, laptops, chromebooks and thin clients, using SCCM, HPDM and Google Admin console, ensuring uninterrupted support for business continuity.
- Proactively address any potential issues in IT infrastructure to ensure store operations remain uninterrupted, mitigating risks to business-critical processes.
- Foster strong relationships with internal stakeholders and external vendors to ensure alignment between IT service delivery and business objectives.
- Devise and implement efficient incident management, problem resolution, and change management processes to maintain high system availability and performance.
- Completed many projects using Waterfall and Agile methodologies in Adobe Workfront tool.
- Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
- Develop a detailed project plan to monitor and track progress.
- Manage changes to the project scope, project schedule and project costs using appropriate verification techniques
- Create and maintain comprehensive project documentation
- Resource management for work stream leads-performance appraisals, learning plans and career progression within the organization.
Service Delivery Manager
IBM-Kyndryl India Pvt Ltd
Noida, India
12.2016 - 05.2023
- Supporting key Managed/Infra service accounts for all types of business such as banking, chemical, retail, automobile, pharmaceutical etc.
- Lead daily, weekly, and monthly meetings with Client & technical teams.
- Ensure Best Practice Processes are Integrated across the entire Service Management lifecycle {end-to-end} via continuous service improvement journey.
- Assist with the internal and external audit activities for sustaining ISO20000 Certification for compliance, effectiveness and efficiency.
- Work collaboratively to design and create ITSM Solutions and established very strong practices for Incident, Problem, Change, Configuration & Capacity Management Processes for customers.
- Conducting meetings with service teams to assess existing risks and facilitate the mitigation.
- Act as bridge between IBM/Kyndryl and customer to make downtime planning for Quarterly Maintenance of Infrastructure.
- Manage server’s inventory and assist Delivery Project Executive (DPE) in monthly billing.
- Conducting various Process Consultant activities like data gathering, client liaison, gap analysis, providing support during UAT etc. in each phase of the project such as the Due-Diligence, Planning, Implementation and Closure of the Project.
- Take ownership of service quality initiatives and Service Delivery performance for designated projects and/or service areas.
- Responsible for handling Code Red and Escalations for Benelux Market Portfolio.
- Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements
- Conducting Define Phase meetings for Code Red Incidents using DMAIC approach.
- Responsible for hardware ordering and software licenses for the account.
- Providing clarification of service accountabilities between customer and all outsourced service providers by developing, documenting and communicated RACI charts for multiple technology teams.
Major Incident Manager
Computer Science Corporation
Noida, India
09.2015 - 11.2016
- Perform the role of Major Incident Manager for all cloud solutions of SAP
- Provided immediate emergency response and incident management.
- Weekly call with client discussing the SLA exceptions for MIM team
- Maintaining issue tracker for MIM team and taking corrective actions after discussing with client and the team
- Chairing bridge calls with participants including Service Managers, Technical Support teams, Clients and Third Parties
- Responsible for broadcasting all Incident notifications as per agreed process
- Ensure that the Incident record is fully updated prior to Problem Management handover
- Considering if Disaster Recovery or Business Continuity Management engagement is required
- Highlighting risks and issues in actions identified during any Major Incident
- Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down
- Ensuring actions from Post Incident Reviews are addressed or registered as risks or issues
- Interfacing with Problem Management to ensure that items that might have a wider applicability are appropriately managed
- Real Time and continuous follow-up with global support teams for Critical incident resolution.
Problem and change manager
Tata Consultancy Services
Gurgaon, India
07.2013 - 09.2015
- Handling Problem and Change management processes end to end.
- Coordinate efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems
- Chairperson of the Change Advisory Board.
- Using 5 whys and brainstorming techniques for Root cause and corrective action findings.
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.
- Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
- Performing trend analysis of important services or historical incidents.
- Submitting change requests to change management as required to eliminate known problems
- For any SLAs that are Yellow or Red, works with the Change Manager to understand the root cause and corrective plans to return the SLA to green status.
- Reviews weekly reports, provided by the Change Manager, summarizing the number of changes executed during the previous week and planned for the current week, using a defined template.
- Ensures critical change information is provided in the Change Ticket.
- Review weekly reports for Post Implementation Review results for any Failed Changes or Changes Implemented with Problems. Ensures the Change owner shares PIR results with their teams and
- Ensure Change is accomplished in an orderly fashion to achieve the expected result without service disruption and within agreed-to time frames.
- Created, maintained, and standardized business operations that helped reduce cost and effectively manage resources.
- Managed all communication with project managers for various change activities.
- Conduct impact analyses, assess change readiness and identify key stakeholders.
- Provide input, document requirements and support the design and delivery of training programs.
Major Incident Manager
HCL Technologies
Noida, India
11.2011 - 07.2013
- Engage in all Sev 1 incidents and restore business operations as quickly as possible.
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
- Responsible for communicating with the Incident Process Owner
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
- Monitor the workload per Tier 1 Analyst
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Identify, initiate, schedule and conduct incident reviews
- Ensure the closure of all resolved and end-user confirmed Incident records
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies and procedures are reviewed and enhanced where applicable.
- Producing management information, including KPIs and reports
- Monitoring the effectiveness of incident management and making recommendations for improvement
- Ensuring that all IT teams follow the incident management process for every incident.
Technical Support Officer
Iyogi Technical Services Private Limited
Gurgaon, India
02.2011 - 11.2011
- Provide 24*7 Level 2 online (voice support) technical troubleshooting support on DELL products from UK, US and AU customers
- Configuring and trouble-shooting E-mail clients (MS-Outlook, Outlook Express and third party E-mail client software) by remotely sharing customer's Desktops based MS Windows and Mac Operating System
Education
Senior Secondary School -
Mukand Lal Public School (C.B.S.E)
Bachelor of Engineering and Technology - Information Technology
Seth Jai Prakash Institute of Engineering And Technology, Kurukshetra University
Skills
- Client relationship management
- IT Service Management and Governance
- Incident Management
- Problem Management
- IT System Administration
- Service Transition and Operation
- People Management
- Escalation Management
- Customer Satisfaction
- SLA/KPI
Certification
- Microsoft Azure Fundamentals AZ-900
- ITIL Intermediate Certification (Service Operation)
- VeriSM Foundation Certified
- ITIL V3 Foundation Certified
WINDOW7 7 CONFIGURATION CERTIFIED
Personal Information
Title: Service Delivery Manager
Custom
D-126, 5th Avenue, Gaur City 1, Greater Noida West, Gautam Budh Nagar, UP 201009
Languages
English, Hindi
Native language
Dutch
Beginner
A1
Timeline
Delivery lead
Retail Support Services
05.2023 - Current
Service Delivery Manager
IBM-Kyndryl India Pvt Ltd
12.2016 - 05.2023
Major Incident Manager
Computer Science Corporation
09.2015 - 11.2016
Problem and change manager
Tata Consultancy Services
07.2013 - 09.2015
Major Incident Manager
HCL Technologies
11.2011 - 07.2013
Technical Support Officer
Iyogi Technical Services Private Limited
02.2011 - 11.2011
Bachelor of Engineering and Technology - Information Technology
Seth Jai Prakash Institute of Engineering And Technology, Kurukshetra University
Senior Secondary School -
Mukand Lal Public School (C.B.S.E)
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