Nikhil gupta profile
1 like435 views
Nikhil Gupta is a senior operations and delivery manager with over 15 years of experience in IT service management, currently leading delivery efforts at HCL Technologies. He is recognized for his expertise in process improvement, customer satisfaction, and quality assurance, having successfully managed multiple projects that enhanced operational efficiency and profitability. Nikhil holds certifications in Six Sigma and ITIL, and has received several awards for his contributions to client satisfaction and operational excellence.
Nikhil gupta profile
- 1. NIKHIL GUPTA # 3B-503; AWHO Township; Gurjinder Vihar; Greater Noida Contact: +91-9958080249; E-mail: nikhil.gupta280276@gmail.com HEADLINE Senior Manager - Operations and Delivery | IT Sector SUMMARY I am technically competent, diligent, & result oriented professional, offering over 15 years of experience across IT Service Delivery Management, IT Project Management, Operations Management, Process Management, Quality & Governance, Client Relationship Management, & Strategic Development. Currently, I am spearheading efforts as Senior Manager -Delivery with HCL Technologies. I am a Six Sigma Yellow Belt & ITIL V3 Foundation certified proficient who is recognized for consistent success in developing the processes & procedures to streamline operations, increase revenues, & enhance profit performance. I am expert in customer satisfaction, Budgeting, Resourcing, People Management, Performance measurement, Quality, & have initiated 6-sigma project in cleaning up login scripts for user’s in the client environment. I am proficient in gaining knowledge of customer business roadmap, providing technology solutions, re-engineering, process rationalization; cost management, resource planning & performance management. Best performer & Customer trice Satisfaction thrice Rewarded for successfully completing ISO 20001 external audit, Alert Optimization, & filtration, smoothing Access Management, & achieving profit of 40,000€ at UPM project I am experienced in setting quality standards, risk assessment, developing business continuity plans & service standards for business excellence, Adept in developing, consulting, assessing, reducing costs & effectively managing timelines & resources; expertise in managing P&L & exercising cost control. As an all-rounder intellect & blending leadership skills with sound practices to achieve excellence, I have created & led high caliber teams to successfully meet & exceed company objectives. I am proficient in identifying problems, formulating tactical plans, initiating changes & implementing effective processes. I am enthusiastic professional, & I believe I would fit well into the company’s team culture & contribute to the ongoing success. SKILLS Operation Management People Management Process Improvement Delivery Management Quality Assurance ISO 20000 Client management Incident Management Change Management Problem Management Document Review Project Management Liaison Technology Deployment and Service Delivery Business/Systems Analysis & Design Team Management Excellent Relationship Management Skills • Strong Analytical Skill • Problem Solving & Organizational Abilities
- 2. EXPERIENCE Company Name – HCL Technologies, Noida, Since Dec 2005 Title – Senior Manager – Delivery Description - Handle all the planning delivery management activities (tracking change management, delivery management & support) Meticulously leading various Operations with the end-to-end responsibility to achieve performance standards. Devising ways for maximum productivity & team’s performance enhancement by exploring areas of value addition and ensuring overall client satisfaction Developing delivery teams and providing inspirational guidance & efficient leadership to achieve excellence Conducting analytical reviews of responses sent to the customers against set parameters. Provided regular feedback to team members and implemented performance enhancing initiatives Maintain in-depth interaction with the client across various functional areas to comprehend and resolve apprehensions/ issues relating to project delivery. Understanding customer's special requirements and planning to meet them and Provide visibility of the services rendered Creating and delivering a Service Delivery compliant strategy that supports the growth and operations of the Clients Business services Performing a wide range of people management functions from recruiting through goal setting, training, competency building, resource utilization/ allocation & capacity planning, knowledge transfer Responsible for planning, recruitment and managing the team to deliver the customer commitments Implement the HR policies, procedures, and practices of the organization Achievements: Initiated 6-sigma project in cleaning up login scripts for user’s in Client environment Involved in Sox audit in confirming active accounts of user’s across Cummins Involved in project of automating account creation via Web-based application called WWIMS for Cummins Applied Lean Sigma to improve CSAT percentage from 92% to 95% and achieved 100% success in Cummins Responsible for Alert optimization and automation at UPM Responsible to validate backup schedules and CI’s enabled in backup of client infrastructure Company Name – Anand and Anand Advocates, Noida, Feb 2004 to Dec 2005 Title – System Administrator Description - Managed and provided support in networking, hardware, and software operation and providing
- 3. services related to system administration to the employees Responsible for handling configurations, installation, maintenance, and troubleshooting of complex hardware and software and upgrades to ensure work is performed as per the company policy Negotiated the hardware and software purchases and maintenance contacts; providing network support for lease line, wireless, and FOC Managed the installation and troubleshooting of local, network printers & managing desktop troubleshooting Reported applications to support the day-to-day operations of the organization; involved in decision making, critical thinking, organizing and planning Had hands-on-experience in broad range of information technology areas including networking, servers, information security and desktop applications; managing back-up and restoration of all critical resources including router IOS. Interacted with clients for their requirement and for their problems Maintained the domain controls and server; managed the hardware, software troubleshooting, and assigned work to team members Company Name – Team Works Ltd. Delhi, Feb 2002 to Jan 2004 Title – System Administrator Company Name – Competent Technologies Ltd. Delhi, Aug 2000 to Jan 2002 Title – Customer Support Engineer EDUCATION B.E in Electronics Amravati University 2000 TRAININGS ITIL V3 Foundation certified E-mail and Organizational Communication ( HCL Internal) Team Management ( HCL Internal) Advance Excel ( HCL Internal) Six Sigma Yellow Belt (HCL Internal) Managerial Skills Training ( HCL Internal) AWARDS Received awards & appreciations from HCL and client thrice for best performer and Customer Satisfaction Rewarded for successfully completing ISO 20001 external audit for the project in Cummins Inc. Reward for Alert Optimization and filtration for EFH client Rewarded for smoothing Access Management in AS400 platform for EFH