Ayush GAUR

About the Candidate

Ayush Gaur

 

SERVICE MANAGER

 

Details
Brampton, L6S 6H5, Canada

(437) 431-4282

ayush_gaur@live.com

 

Links
Linkedin

 

Skills
Service Management

Project Management

Contract Management

Vendor Management

Digital Transformation

Transition Management

Internal & External Stakeholder Management

Automation

Change Management

Ability to Work in a Team

Continuous Improvement

Lean Six Sigma

ITIL

 

Languages
English

Hindi

 

Hobbies
Playing Esports DIY Crafts

Profile
Seeking assignments in Service Management where 13 years of experience will add value to operations with streamlined implementation and management

Oriented Professional with experience in delivering fully enabled business operations capable of supporting the client’s processes and desired business outcomes. Deft in stabilizing new processes, manage contracts and ensure ample governance. Accountable for Service Management, Continual Service Improvement (CSI), Service Reporting and Service Measurement processes to enable continual improvement of processes and services.

 

Employment History
Senior Advisor – Business Partnering & AnalyticsatRio Tinto, Gurgaon
APRIL 2020 — JANUARY 2023

●    Responsible for managing overall shared service partners in Finance, Procurement and IT.

●    Creation and implementation of global processes to enforce contract elements.

●    Leading business critical and strategic improvement initiatives.

●    Ensuring KPI’s & SLA adherence along with contractual compliance.

●    Escalation management & conflict resolution.

●    Management of Governance framework to ensure effective operations.

●    Management of partnership contracts, negotiation of changes to contract elements.

 

Service ManageratSopra Steria India, Noida
OCTOBER 2010 — APRIL 2020

●    Manages delivery and lifecycle of IT services for business strategy development

●    Responsible for Cost & Third party Management

●    Provides input in service attributes such as performance, availability, security, etc.)

●    Participates in external service review meetings (with the business)

●    Responsible to ensure that service entry in the Service Portfolio/Catalog is accurate and is maintained

●    Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service

●    Designing and implementing a service measurement framework and associated policy

●    Responsible for producing, reviewing and evaluating reports on service or system performance and achievement.

●    Work with the team to develop problem management and service improvement plans.

●    Conduct risk assessment and develop mitigation plans.

●    Responsible for IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.

 

Education
MS in Cyber Security and Law, IMT University, Ghaziabad
2011 — 2014

 

B. Sc. IT, Amity University
2007 — 2010

 

Accomplishments
●    Successful transition of several IT support projects in the fields of IT servicedesk, Event Monitoring, Environment Management .

●    Best practices implementation across the Service Line was recognized by nominating for ACE award.

●    Multiple services were re-engineered as per CMMI L 5 & ISO standards to attain a level of readiness where services can be audited any time.

●    Service Excellence Award for contributing towards continuous improvement via automation.

 

Professional Qualifications
●    ITIL Foundation

●    ITIL CSI

●    ITIL Service Management

●    Six Sigma Green Belt

●    Lean

●    BluePrism

●    UiPath

 

References
References available upon request