RAMAKANT KAUSHAL
Ropar
Summary
Dynamic Associate Consultant at TATA Consultancy Services with expertise in incident and problem management. Proven track record in enhancing service delivery and client satisfaction through effective vendor management and team leadership. Adept at driving digital transformation initiatives while fostering collaboration and continuous improvement in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Associate Consultant
TATA Consultancy Services
Gurgaon
01.2014 - Current
- Working as regional delivery manager role in large pharma company and responsible for end to end services catering to client as per contractual agreement and meeting SLA and KPI’s
- Handling team of 80 proximity engineers located on client sites to provide end user device support
- Vendor Management, interacting with multiple vendors to look for optimized solution for resourcing with enhanced productivity
- Worked in coordination with client on various solutions to adapt digital first model
- Governing industrial and R&D sites by delivering Lab support
- Govern short term projects
- Worked as Service Management team lead with the team of 3 members and responsible for Incident Management, Problem Management and Knowledge Management
- Worked as Application Integrated Command Center and Major Incident Management operations manager and performed following activities:
- Coordinating with different technical teams across the globe to resolve the major incident
- Tracking timely communications for all major outages
- Working as coordinator on collaboration bridge calls across various Stake Holders/Technical teams to drive the incident to resolution
- Ensure major incident process is followed
- Keep check on quality of incidents logged – Categorization, priority, misrouting
- Monitoring Infrastructure and application alerts via BMC truesight
- Prepare and share Incident Ageing report
- Preparing Alerts report from IT Data Analytics tool and taking decision for improving alert to incidents ratio
- People Management, managing team of 17 members
- Also enables hand shake between problem management and event management
- Incident Management(Ageing, Not Followed up reports)
- Proactive Problem Management Analysis
- Taking Escalations and attending Client Meetings
- Handling US based client
- Also have hands on experience in Asset Management and CMDB
- Monitoring of Network devices via Solar winds and Windows, UNIX via SCOM and Patrol tools
- Monitoring Application via Synthetic set up
- Also worked as Service desk team lead for 1.5 years
Client Technical Support Associate
Dell International Services Pvt. Ltd.
Mohali
03.2011 - 11.2014
- Company Overview: http://www.grotal.com/Mohali/Dell-International-Services-Pvt-Ltd-C2/
- Fixing computer Technical hardware Issues
- Up selling
- Basic software trouble shooting
- Operating System issues Windows XP/7/ Win8
- Http://www.grotal.com/Mohali/Dell-International-Services-Pvt-Ltd-C2/
Accounts Executive
Chadha Sugar & Industries Ltd. (CSIL)
Batala
04.2010 - 03.2011
- Sale Accounting
- Project Accounting
- Inter Unit Reconciliation
- TA bill and Misc
- Bill passing
- Contractors and suppliers bill passing
- Posting of Vouchers in Tally, ERP
Customer Care Executive
IBM DAKSH
Chandigarh
05.2009 - 04.2010
- Worked in CITI BANK Credit Card Division
Education
Masters -
Lovely Professional University
Phagwara, PB01.2013
Graduation (B.com) vocational - Computer Applications
Kurukshetra University
Ambala City01.2009
Higher Secondary -
C.B.S.E
Ropar01.2006
Matriculation -
C.B.S.E
Ropar01.2004
Skills
- Open to work in 24
- 7 work environments
- Always willing to learn
- Self-confidence
- Good Advisor
- Patience
- Positive attitude towards any situation
- Incident management
- Problem management
- Asset management
- Vendor management
- Team leadership
- Project management
- Service delivery
- Client communication
- Digital transformation
- Process improvement
- Collaboration skills
- Major incident coordination
- Client relationship management
- Clear communication
- Multitasking and organization
- Continuous improvement
Accomplishments
- Within 1 year of deputation promoted as regional manager
- Promoted as Team Leader in TCS within 1 year
- Implemented Global Centers operations in project
- Worked on RFP on different projects in TCS
- Filled Maturity assessment for Knowledge Management
- Rewarded many times from Client Side in TCS
- Second rank in B.Com in college
- Customer Satisfaction champion for whole quarter in Dell
Extracurricular Activities
Achieved First Prize many times in declamation contests Player of Cricket team, at zonal level, for Five years Attended 'Rotary Youth Leadership Award Camp (RYLA)' at St. Joseph School Chandigarh Attended conference on 'General Awareness' at Kolkata in school
Hobbies and Interests
- Cricket
- Reading Books related to Astrology
- Travelling
Disclaimer
I consider myself familiar with business aspects. I am confident of my ability to work in Team and individually and I assure if I got the chance by your side I will do my best to stand on your expectation. I hereby declare that all the information given above is best to my knowledge and belief.
Languages
- English
- Hindi
- Punjabi
Personal Information
- Date of Birth: 06/28/88
- Gender: male
- Marital Status: Married
Applications And Tools Worked On
- Service Now
- BMC truesight
- MS Excel
- MS Visio
- Siebel
- Kronos
- BMC Remedy
- Windows 7/10/11
- SCOM
Timeline
Associate Consultant
TATA Consultancy Services
01.2014 - Current
Client Technical Support Associate
Dell International Services Pvt. Ltd.
03.2011 - 11.2014
Accounts Executive
Chadha Sugar & Industries Ltd. (CSIL)
04.2010 - 03.2011
Customer Care Executive
IBM DAKSH
05.2009 - 04.2010
Masters -
Lovely Professional University
Graduation (B.com) vocational - Computer Applications
Kurukshetra University
Higher Secondary -
C.B.S.E
Matriculation -
C.B.S.E
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