Pushker Singh Nayal

Background

About Pushker Singh Nayal

Working as an Service Program Manager and Experienced into IT-SERVICE Management, Major Incident Management, Problem Management, Incident Management with a demonstrated 13+ Years history of working in the Information Technology and Services Industry. Skilled in IT Service Management, IT operations, Conducting service management reviews in collaboration with key client stakeholders to ensure services and performances are aligned with the Customer’s business plans. Maintaining visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the Customer contract. Managing service level assessments, reporting and conducting analysis on the trends and patterns through SLA reporting. Reviewing internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance. Collaborating with Service Assurance team, Service Delivery team and the Customer to seek areas for process enhancements, streamlining and driving improved performance collectively. Identifying ongoing benefits, opportunities, and innovation for continual service improvement Acts as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes. Partnering closely with sales for growth enablement. Aligning stakeholders and functional groups to identify complex business and challenges faced by the Customer, improving Customer satisfaction, resolving Customer escalations, and overall service performance. Participating in any technical, network, SLA, contract compliance escalation as appropriate. Engaging with Customer executives and executives in the prioritization and resolution of escalations, as appropriate. Establishing consistent executive meetings, governance forums and cadences for each operation discipline, and ensuring action items, documentation, and continued progression to closing open items are prioritized. Leading monthly/quarterly governance forums and ensuring agreed upon governance meetings, peer-to-peer sessions are conducted consistently as per schedule. Presenting a formal monthly program review for the Customer, examining all aspects of the customer solution in the previous month, highlighting successes and failures, and recommending measures for improvement Monitoring ongoing service management to ensure compliance with SLAs and performance commitments. Ensuring that all deliverables agreed under the Customer agreement are duly completed, delivered and approved.