Gurpreet Singh

Working in ITSM team and helping and responsible for Continual Service Improvement activities in Change Management ,Incident Management and Problem Management Processes . Organising Weekly infrastructure (Change Advisory Board) CAB meeting . Process Reporting through Service Now, Defining and analysing the KPI's and suggest improvements to reduce the process gap . Monitoring SLA’s ,OLA’s and UC’s in incident Management Process and responsible for handling Escalations to the process breach.

Designing, operating and optimizing the Incident Management process globally . Incident Reporting globally to ensure process is complaint and meeting the required KPI targets in order to achieve Service excellence. Accountable for the implementation of all the demands and maintaining Service structure for Incident, Change and Request Fulfilment in ServiceNow . Accountable for Major Incident process optimization and its implementation in IT Service Management tool (ServiceNow).

ServiceNow development in reporting area (Merging tables, Creating Dashboards etc). Second level Application support for Project Portfolio Management Applications. Accountable to evaluate team effort (team of more than 200 people) through ServiceNow reports and ensure maintaining quality of Service delivered by us to our client. Responsible for handling escalations from end user and provide best resolution.

Techno Management: IT Management, Consulting Methods and Techniques, Business Process Management, Managing Consulting Companies , E Business Technologies, System Engineering,Data warehouse and Business Intelligence. SAP :MM, PP, SD , ABAP Development, APO-Supply Chain Management.

Computer Hardware and Design,Fundamental of Management and Economics ,Data Structures,Design of Fuzzy Systems,VHDL and Digital Design,Semiconductor Devices and Circuits.

Computer Programming and Applications, Entrepreneur Development And Management. Intelligent Instrumentation, Microprocessors and Microcontrollers., Analog and Digital Electronics.