Nisha Singh
Dubai
Summary
Objective : To make a career in a professionally managed company that offers me learning, job satisfaction & growth so that I can contribute my practice and knowledge positively to the organization and get enhanced in return
Results-driven ITIL & Project Management professional with over 14 years of experience in leading and managing projects, specializing in the SAP Project Systems (PS) module. Proven expertise in integrating ITIL best practices with project management methodologies to optimize service delivery and enhance operational efficiency. Adept at coordinating cross-functional teams, managing stakeholder expectations, and ensuring alignment with business objectives. Experience in identifying, assessing, and mitigating technology and operational risks within diverse organizational environment. Skilled in managing cross-functional teams, coordinating resources, and facilitating communication between technical staff and stakeholders. Certified in ITIL V3, ITIL V4, SAP Project Systems, PRINCE2 Foundation and Six Sigma Black Belt.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Incident Manager
SALAM TECHNOLOGY
09.2022 - 12.2022
- Company Overview: Client: OOREDOO
- Project: FIFA WORLD CUP -2022
- Lead a team of incident management specialists, overseeing the incident lifecycle to ensure timely resolution and communication
- Risk Assessment: Evaluating existing technology systems and processes to identify vulnerabilities and potential risks
- Policy Development: Creating and enforcing policies and procedures related to technology risk management
- Compliance Monitoring: Ensuring that technology practices align with regulatory requirements and industry standards
- Incident Response: Developing and implementing incident response plans to address potential technology breaches or failures
- Stakeholder Communication: Collaborating with IT, compliance, and business units to communicate risk findings and recommendations
- Develop, Review and Audit the Communication plan & customers' service continuity plan
- Ensures that all the relevant stakeholders follow the incident management process for every incident
- Responsible for the end-to-end process adherence and handling of incidents for FIFA World Cup 2022, according to SLAs
- Acts as an escalation point to ensure and expedite incident resolution to Supreme Committee, Q22, Qatar HBS and VIDI team for ITCC & IBC
- Provides timelines and detailed notes for each 'Critical Situation' during & after FIFA Matches
- Analyzes incident data for trending purposes and leverages the problem management process to reduce incidents and perform continuous service improvement
- Interacted and escalated further to problem management and change management in case of an emergency
Business Development Manager
PMOBYTES CONSULTING & TRAINING
08.2019 - 06.2021
- Planning: Defining project scope, objectives, and resource allocation to ensure alignment with business goals
- Requirements Gathering: Collaborating with stakeholders to gather and document business and technical requirements
- Design: Creating architectural designs and user interfaces that meet business needs while considering usability and scalability
- Development: Overseeing the coding process, ensuring adherence to best practices, and managing resources effectively
- Testing: Implementing testing strategies to validate that the software meets requirements and is free from defects
- Deployment: Planning and executing the rollout of the software to production environments while minimizing disruption
- Maintenance: Managing ongoing support, updates, and enhancements to ensure the software remains relevant and effective
- Evaluation: Measuring project success against business objectives and gathering feedback for continuous improvement
- Stakeholder Management: Engaging with stakeholders to ensure their needs and expectations are met throughout the SDLC
- Budget Management: Monitoring project budgets and expenditures to ensure financial efficiency
- Risk Management: Identifying and mitigating risks that could impact project success
- Performance Monitoring: Tracking project progress and performance metrics to ensure timely delivery
- Communication: Facilitating clear communication between technical teams and business units to ensure alignment
- Attending DIC & QBIC incubators Seminars and meetings for company growth and new projects
- Pursue potential customers or products in order to generate additional sales and ensure growth
Senior Software Engineer
PROLIFICS CORPORATION
01.2016 - 12.2016
- Company Overview: Client: McKesson Corporation
- Requirement Analysis: Review business requirements and specifications to understand expected functionalities
- Identify test cases that align with these requirements
- Test Planning: Develop a test strategy that outlines objectives, scope, resources, and timelines
- Define the testing environment, including necessary configurations and data
- Test Case Development: Create detailed test cases that cover all aspects of the SAP PS module, including project planning, execution, monitoring, and closing
- Ensure test cases address both positive and negative scenarios
- Integration Testing: Validate the integration of SAP PS with other modules such as SAP Finance (FI), Controlling (CO), and Materials Management (MM)
- Test end-to-end processes to ensure smooth data flow between modules
- User Acceptance Testing (UAT): Facilitate UAT sessions with end-users to validate that the system meets their needs and expectations
- Gather feedback and address any issues identified during testing
- Performance Testing: Assess system performance under various loads to ensure it can handle expected transaction volumes
- Test response times and system behavior during peak loads
- Functionality Testing: Knowledge of and ability to use testing methodologies, processes and tools for testing of functionality, including unit, integration, system, regression and dry run testing
- Regression Testing: Conduct regression tests to ensure that changes or enhancements do not adversely affect existing functionalities
- Documentation: Document all testing activities, including test plans, test cases, results, and issues encountered
- Maintain a testing repository for future reference
- Collaborate with Stakeholders: Involve business users and stakeholders early in the testing process to ensure alignment with business needs
- Thorough Documentation: Maintain comprehensive documentation to support traceability and knowledge transfer
- Client: McKesson Corporation
Senior Associate
GENPACT
04.2014 - 01.2016
- Company Overview: Client: General Electric (G.E)
- Project: Project System
- Project Management: Lead the planning, execution, and monitoring of projects within the SAP PS module, ensuring alignment with business objectives
- Configuration and Customization: Configure and customize the SAP PS module according to business requirements, ensuring optimal functionality
- Integration: Work with other SAP modules (such as Finance, Controlling, and Materials Management) to ensure seamless integration of project-related processes
- Stakeholder Engagement: Collaborate with stakeholders across various departments to gather requirements, provide updates, and address any issues related to project systems
- Training and Support: Provide training and support to end-users, ensuring they understand how to effectively use the SAP PS module
- Process Improvement: Identify and implement process improvements within project management practices, leveraging the capabilities of SAP PS
- Documentation: Maintain documentation for project processes, configurations, and user guides to ensure knowledge transfer and compliance
- Project Reporting: Generate and analyze reports on project performance, budget, and timelines to provide insights for decision-making
- Standardized Methodologies: Implement standardized project management methodologies to enhance consistency and efficiency
- Regular Training: Conduct regular training sessions for users to keep them informed about updates and best practices within SAP PS
- Feedback Loops: Establish feedback mechanisms to gather input from users and stakeholders, facilitating continuous improvement
- Documentation Practices: Ensure comprehensive documentation of processes and configurations to support knowledge sharing and onboarding
- Client: General Electric (G.E)
- Project: Project System
Senior Consultant
Vcentric Technologies Ltd
02.2013 - 09.2013
- Company Overview: Client: Vodafone India Services Pvt Ltd
- Change Management Process: Develop and maintain the change management process in accordance with ITIL best practices
- Change Assessment: Evaluate proposed changes for their potential impact, risk, and benefit, ensuring thorough analysis before approval
- Change Advisory Board (CAB): Organize and facilitate CAB meetings to discuss, prioritize, and approve changes
- Change Coordination: Coordinate change implementation across various teams, ensuring all stakeholders are informed and prepared
- Documentation: Maintain accurate records of all changes, including their status, outcomes, and any issues encountered
- Training and Awareness: Provide training and guidance to staff on change management processes and policies
- Reporting and Metrics: Track and report on change management metrics to assess the effectiveness of the process and identify areas for improvement
- Continuous Improvement: Regularly review and refine the change management process to enhance efficiency and effectiveness
- Develops performance metrics and processes to provide clear and concise KPI and SLA
- Standardization: Create standard change templates to streamline the process for common types of changes
- Risk Assessment: Implement a robust risk assessment framework to evaluate changes thoroughly
- Post-Implementation Review: Conduct reviews after changes are implemented to evaluate their success and gather lessons learned
- Client: Vodafone India Services Pvt Ltd
Project Lead Associate
Genpact
10.2011 - 09.2012
- Process Ownership: Own and manage the end-to-end change management process, ensuring it aligns with ITIL best practices and organizational goals
- Leadership: Lead the change management team, providing guidance, support, and mentoring to team members
- Change Strategy: Develop and implement change management strategies that support business objectives and enhance service delivery
- Change Assessment: Evaluate and prioritize changes, assessing their impact, risk, and benefits before approval
- CAB Facilitation: Chair Change Advisory Board (CAB) meetings to review proposed changes, make decisions, and ensure stakeholder engagement
- Stakeholder Engagement: Collaborate with IT, business units, and other stakeholders to communicate change processes, manage expectations, and address concerns
- Documentation and Reporting: Ensure proper documentation of all change management activities and produce regular reports on change performance metrics
- Training and Awareness: Provide training sessions and workshops to educate staff on change management practices and promote adherence to processes
- Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance the overall efficiency and effectiveness of change management
- Standardized Procedures: Develop and implement standardized change management processes to streamline approvals and minimize risks
- Regular Reviews: Conduct post-implementation reviews to evaluate the success of changes and gather insights for future improvements
- Cross-Functional Collaboration: Foster collaboration between IT and business units to ensure alignment on change initiatives
- Risk Management: Establish a robust risk assessment framework to identify potential impacts and develop mitigation strategies
Service Co-Ordinator
IBM INDIA PVT LTD
01.2010 - 10.2011
- Company Overview: Payroll Company: Artech Info System
- Understanding of SAP and proven experience of SAP implementation projects
- Change Planning: Collaborate with stakeholders to plan and schedule changes, ensuring alignment with business objectives and resource availability
- Change Evaluation: Assess the impact, risk, and benefits of proposed changes, providing recommendations for approval
- Change Request Management: Process change requests, ensuring all necessary documentation is completed and that they meet established criteria
- CAB Coordination: Organize and support Change Advisory Board (CAB) meetings, preparing agendas and documentation for review
- Implementation Support: Coordinate with technical teams during the implementation phase, ensuring changes are executed as planned and within agreed timelines
- Monitoring and Reporting: Track the status of change requests and implementations, providing regular updates and reports to stakeholders
- Post-Implementation Review: Facilitate post-implementation reviews to evaluate the success of changes and gather lessons learned
- Communication: Serve as a point of contact for stakeholders regarding change management processes, ensuring clear communication throughout the change lifecycle
- Payroll Company: Artech Info System
Technology Service Desk Engineer (Incident Management)
WNS GLOBAL SERVICES PVT LTD
03.2008 - 12.2009
- Incident Management Process: Develop, implement, and maintain the incident management process in alignment with ITIL best practices
- Incident Logging and Categorization: Ensure all incidents are logged accurately and categorized appropriately for effective resolution
- Incident Prioritization: Assess and prioritize incidents based on their impact and urgency, directing resources accordingly
- Coordination and Communication: Coordinate with technical teams to ensure timely resolution of incidents and communicate status updates to stakeholders
- Monitoring and Reporting: Monitor incident progress, track metrics, and produce regular reports on incident management performance
- Root Cause Analysis: Facilitate root cause analysis for major incidents and ensure that corrective actions are implemented to prevent recurrence
- Training and Awareness: Provide training and guidance to IT staff on incident management processes and tools
- Continuous Improvement: Identify opportunities for process improvement based on incident trends and feedback
- Providing after hours/on-call Situation Management support
- This is a 24-hour, 7-day a week requirement assigned on a rotational basis
- Standard Operating Procedures: Establish clear procedures for incident management to ensure consistency in handling incidents
- Effective Communication: Maintain open lines of communication with all stakeholders during incident resolution to manage expectations
- Post-Incident Reviews: Conduct post-incident reviews to evaluate incident responses and implement lessons learned
- Knowledge Base: Develop and maintain a knowledge base of common incidents and resolutions to expedite future incident handling
Production Support Executive
EPICENTER TECHNOLOGIES PVT LTD
02.2007 - 03.2008
- Company Overview: Payroll Company: Broadways Technologies
- Service Delivery Coordination: Oversee the end-to-end delivery of IT services, ensuring that they meet agreed-upon service levels and customer expectations
- Stakeholder Communication: Act as a liaison between IT teams and business stakeholders, facilitating clear communication regarding service status, incidents, and changes
- Service Level Management: Support the management of service level agreements (SLAs) by monitoring service performance and reporting on compliance
- Incident and Problem Management: Assist in coordinating the response to incidents and problems, ensuring timely resolution and effective communication with affected users
- Change Coordination: Work with the change management team to facilitate the scheduling and communication of changes that impact service delivery
- Documentation and Reporting: Maintain accurate documentation related to service management processes and generate regular reports on service performance metrics
- Continuous Improvement: Identify opportunities for improving service delivery processes and contribute to the implementation of enhancements
- Training and Support: Provide training and support to staff on service management processes and tools
- Regular Reviews: Conduct regular reviews of service performance against SLAs and identify areas for improvement
- Feedback Mechanism: Implement a feedback mechanism to gather input from stakeholders about service quality and areas for enhancement
- Knowledge Sharing: Foster a culture of knowledge sharing within the team to ensure that best practices and lessons learned are communicated effectively
- Payroll Company: Broadways Technologies
Education
Diploma in Cyber Law -
ICFAI University
12.2015
BBA -
University of Mumbai
12.2007
HSC -
University of Mumbai
12.2004
SSC -
University of Mumbai
12.2002
Skills
- Service Delivery & Support Management
- Project Management
- Quality Management
- Client Management
- Incident & Change Management
- SAP Project Systems
- Requirements Analysis
- Risk Management
- Team Building & Mentoring
- Client Relations & Presentations
- Vendor Management
- Global Delivery Onsite-Offshore model
- Root Cause Analysis
- SLA management
Certification
- Certified ITIL v3 & ITIL v4
- Certified PRINCE2 FOUNDATION (PROJECT MANAGEMENT)
- Certified SAP PROJECT SYSTEM (GERMANY)
- SIX SIGMA GREEN BELT
- SIX SIGMA BLACK BELT
- Pursuing CISA Certification
Core management competencies
- Client Management
- Project Management
- Incident & Change Management
- SAP Project Systems
- Requirements Analysis
- Risk Management
- Team Building & Mentoring
- Client Relations & Presentations
- Vendor Management
- Global Delivery Onsite-Offshore model
Accomplishments
- Best performer of the year at IBM India Pvt Ltd, 2010
- Best Performer Bronze Award at Genpact, 2012
- Best Performer Bronze Award at Genpact, 2014
- Best Performer Silver Award at Genpact, 2014
Languages
English - Read, Write, Speak
Hindi - Read, Write, Speak
Marathi - Read, Write, Speak
Affiliations
- EXIN IT Infrastructure Library (ITIL), 2009
- Project Management Institute (PMI), 2009
Current visa status
UAE Resident
CANADA Resident Card Holder
Personal Information
UAE Driving License: Yes
Hobbies and Interests
- Passion for Music, Painting & Reading Books
- Boating, Trekking, And Gardening
- Outdoor sports
Disclaimer
I hereby declare that the above information is true to the best of my knowledge, thanking you in anticipation.
Timeline
Incident Manager
SALAM TECHNOLOGY
09.2022 - 12.2022
Business Development Manager
PMOBYTES CONSULTING & TRAINING
08.2019 - 06.2021
Senior Software Engineer
PROLIFICS CORPORATION
01.2016 - 12.2016
Senior Associate
GENPACT
04.2014 - 01.2016
Senior Consultant
Vcentric Technologies Ltd
02.2013 - 09.2013
Project Lead Associate
Genpact
10.2011 - 09.2012
Service Co-Ordinator
IBM INDIA PVT LTD
01.2010 - 10.2011
Technology Service Desk Engineer (Incident Management)
WNS GLOBAL SERVICES PVT LTD
03.2008 - 12.2009
Production Support Executive
EPICENTER TECHNOLOGIES PVT LTD
02.2007 - 03.2008
BBA -
University of Mumbai
HSC -
University of Mumbai
SSC -
University of Mumbai
Diploma in Cyber Law -
ICFAI University
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