Aprajita Singh, ITIL V3 CertifiedAssist. Manager, IT Email: meet.aprajita@gamil.comCell: 9686984131

Education: Bachelor of Information Technology and Management - Utkal University, Orissa (2003)

Assist. Manager, IT (Service Delivery Manager) Business – CISCOApril 2015 – Present

Responsibilities: Manage the Incident Management Team Platforms – Event Pro, EMAN, Remedy

Assist. Manager, IT (Service Delivery Manager) - 11 years of experience with GENPACT – a business processing and technology management company which mainly deals with outsourcing and technology services. Lead the Service Delivery team to coordinate with support team at various locations across the globe to facilitate and lead the restoration of service for major Incidents. Responsible for resolution of operating issues and major outages, including failures and service level degradation. Assists in the preparation and distribute incident notifications as well as end of impact, incident summaries and root cause analysis documentation.

Assist. Manager, IT (Incident Management – Service Delivery Manager) – OnsiteBusiness – Synchrony Financial (Formerly GE Capital Retail Finance)October 2013 – April 2015

Accomplishments: Lead the entire offshore Incident management team and ensured that normal service operation is restored as quickly

as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained Client Satisfaction - Good understanding of Client requirements, delivered service above and beyond expectation.

Responsibilities: Coordinates and leads service restoration process across multiple business and IT functions to oversee the Incident

management process. Develops and maintains the Incident management process including documenting process and procedures using ITIL

standards. Make a decision to escalate if required: functional (the support of a higher technical skills are needed to solve the

problem) and hierarchical (a manager with more authority to be consulted in order to take decision that are beyond the competencies assigned to this level)

Assists the Critical Escalation Management team to write, validate and distribute any required communication that sent to executive leadership, IT management, customers and lines of business as well as communications to external customers

Interfaces with Internal and external Clients as well as vendors on an as needed basis to discuss problem assessment and to facilitate the coordination of resources to resolve the problem and minimize the impact.

Coordinates and develops relationships with the Client staff at all locations so that changes or updates to the Incident Management process will be adopted to ensure consistency.

Prepares activity and progress reports as it relates to incident assessment, incident determination and incident resolution for system availability and system integrity.

Assist in the management of change controls. Proactively recognizing any issues that may occur from a change. Attends the weekly Incident Management calls (Ops Review) and Change calls to understand changes to our

environment. Monitors the effectiveness of the Incident Management process and makes recommendations for on-going

improvements. Facilitates Incident Management Technical Bridges while driving the incident to resolution. Administrates communication tools including TelAlert, and distribution lists etc. Creates and maintains metrics, trending, and reporting on effectiveness and efficiency.

Set up Standard Operating Procedure (SOP) by defining process and procedure for an On-boarding Client/Vendor/New process. Design the training program for same and provide training to offshore for the updated/New SOP

Gathering data and help perform the analysis to understand the incidents caused by problem and determining the fix. Actively participate in DRILL activity for disaster recovery planning/test

Management Trainee, Incident Management Team – Offshore and OnsiteBusiness – GE Capital Retail FinanceApril 2010 - November 2013

Accomplishments: Single point of contact for the Onsite Incident Manager for any escalation / assistance / progress related to

Incident/concern. Consistent Client appreciations

Responsibilities: First point of contact for the onsite to help bridge the gap between the onsite requests and offshore support. Initiate and lead IT production outage calls and co-coordinate between the various support teams Ensure all the incidents/requests are captured, tracked and worked within defined SLA Responsible for communicating the impact, start and estimated end time of all high priority incidents to the business,

while also escalating on a hierarchal basis to relevant business stakeholders if needed. Drive the outage/incident closure by identifying the root cause owner and have them provide the RCA and preventive

actions to help stop the re-occurrence Drive service improvement projects based on Lean and Six Sigma methodologies. Perform system health checks to avoid surprises Monitor the team performance on a regular basis and provide the feedback on improvement areas Conduct monthly reviews for Client and Senior Leadership. Represent the team on Genpact Operational meetings and share the team’s progress and Client reviews

Technical Support SpecialistBusiness – GE Capital Retail Sales FinanceJuly 2006 – April 2010

Accomplishments: Top performer – Handling incident with least defective % Consistent Client appreciations

Responsibilities: Performing the duties of a Lead for the 4 member team members Preparing shift schedules on a weekly basis as per the resources available, ensuring coverage of 18*7 support. Plan for resources based on incident volume projection and current available head count and allocate responsibilities. Responsible for driving professional discipline by ensuring all team members adhere to shift timings as scheduled.

Track and ensure all unscheduled absenteeism by any team member is accounted for on the central leave tracking system

Responsible for all measuring and various reporting activities for the team. Prepare the audit and client reports to be required to be reviewed weekly / monthly with client and internal senior management.

Represent the team on all weekly and monthly operational reviews with senior management. Monitor Key performance indicators (KPI’s) and Key result areas (KRA’s) of team members at an individual level,

analyze the data to aid in making any service improvement changes at a team level as and when required.

Responsible for preparing the monthly VIC (incentive) report for the team based on the individual’s performance for the past month, ensuring this is done on a fair and transparent system.

Drive and execute Six Sigma, Lean, E2E, and other initiatives. Familiar with Platforms - Clarify CRM, GEMS, Telalert, Kintana, Service Now

Technical Support Analyst Business – GE Consumer Finance - AmericasNovember 2003 – July 2006

Accomplishments: Consistent performer

Responsibilities: Troubleshooting issues related to Win NT/2000 servers/workstations and other desktop applications including MS

Office, MS Internet Explorer, MS Outlook, Exchange server escalations, Lotus Notes, Lotus Sametime, Terminal Server, Norton Antivirus, etc. and many other business specific applications.

Managing, Monitoring and Troubleshooting of Mainframe issues related to TSO, ISPF, ACF, APC, CICS, etc. The job also includes troubleshooting LAN / WAN connectivity issues spread across all GE Consumer Finance sites in

US, Canada, India, and other geographical areas. Managing and Troubleshooting VPN connectivity issues with RSA ACE Server and Nortel Extranet Client. Accessing Remote servers and Domain controllers through CITRIX Meta frame clients for various administrative

purposes. To Work extensively with Clarify Version 12.0 CRM tool on the functional aspect. To work in a team and contribute significantly towards achieving the team targets.

Trainings: ITIL V3 (IT Infrastructure Library) Certified Genpact CLS training on Personal Mastery Genpact Lean project on Quality Genpact VSM (Value Stream Mapping) project on process mapping Genpact E2E project on Proactive Monitoring Microsoft Certified Professional (MCP) on SQL server 2000

Work permit / Immigration Status: Have a valid L1-A visa until 2018