Arjun Singh

Lead Service Management Team managing key processes - Incident, Problem and Change. Creating Service Management Decks for client monthly/weekly reviews and chairing bridge calls for critical outage incidents.

Performing daily governance operations for Problem and Incident management. Reviewing Incident and Problem records for completion and compliance and hosting weekly meetings with technical tracks and end customers to minimize MTTR.

High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents. Coordinated technical restoration actions and plans via email, messaging, and updating of P1 tickets in Tool.

Leading and Managing team of 8-10 members for Incident and Problem Management processes across IT and key vendor service lines. Accountable for SLA Management and SLA reporting and responsible for overall ownership, monitoring, tracking and quality assurance for all Incidents and Service Requests.

Developed and coordinated response processes and tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements. Provided immediate emergency response and incident management and conducted post-resolution reviews with team members.

Leading a team of 10-15 members and maintaining day to day operations, SLA, and KPI. Performed ticket quality audits, feedback recording, tracking and corrective actions, and provided first line application support to global clients.

Pursued a Bachelor of Technology in Electronics and Communications Engineering from 2010 to 2014.

Attended St. George's School in Delhi from 2009 to 2010.