Hemant K Bhargava

Currently leading a 32-professional team in managing global IT service delivery, overseeing the full incident lifecycle, and driving continuous improvement initiatives to enhance system reliability and customer satisfaction.

• Directed a 32-member global service delivery team, ensuring rapid response and resolution of critical system issues across multiple domains.
• Managed the complete incident lifecycle, from initial detection to resolution, minimizing service downtime and ensuring high availability of critical IT systems.
• Spearheaded incident management processes, significantly reducing identification and resolution times for high-priority IT issues through proactive monitoring and risk mitigation.
• Developed and maintained a real-time incident dashboard, providing senior management with actionable insights into performance metrics and facilitating data-driven decision-making.
• Conducted comprehensive Root Cause Analysis (RCA) on major incidents, implementing long-term fixes that prevented recurrence and optimized incident management workflows.

Led a team of 27 professionals at TCS, enhancing business processes and achieving 100% SLA compliance through Agile and Lean methodologies.

• Managed and mentored a 27-member team, fostering a high-performance environment that consistently met and exceeded service delivery targets.
• Achieved and maintained 100% SLA compliance for service delivery, consistently upholding top-tier quality standards and operational excellence.
• Implemented Agile and Lean methodologies, streamlining business processes and reducing inefficiencies across operations.
• Designed and delivered comprehensive training programs, enhancing the team's technical and process-related skills and improving overall operational efficiency.
• Supported business development initiatives by leading process improvement projects that resulted in 20% efficiency gains through automation of repetitive tasks.

Optimized business processes and enhanced IT solutions at TCS, improving operational efficiency by 15% through Agile principles and automation tool implementation.

• Analyzed and optimized business processes, resulting in a 15% improvement in operational efficiency.
• Led process improvement initiatives utilizing Agile principles, significantly reducing processing time and enhancing data accuracy.
• Collaborated with cross-functional teams to implement automation tools, enhancing data-driven decision-making and improving reporting accuracy.
• Mentored and trained junior employees on best practices in process optimization, fostering skill development and improved team performance.
• Assisted in the successful implementation of new ITSM tools, significantly enhancing incident tracking and reporting accuracy.

Designed knowledge management systems and provided Level 1 and 2 technical support at DXC Technologies, ensuring system security and improving team efficiency.

• Designed and implemented robust knowledge management systems, ensuring consistent process execution and improved information accessibility.
• Managed user accounts and security policies, enhancing system security and ensuring regulatory compliance.
• Trained employees on IT service management best practices, contributing to a measurable increase in overall team efficiency.
• Analyzed complex business problems, identifying root causes, and implementing data-driven solutions to optimize operational processes.
• Contributed to the development of automated monitoring systems, enabling proactive detection of potential issues and minimizing system disruptions.

Provided first-line technical support for software, hardware, and network issues at Teleperformance, improving customer satisfaction and service efficiency.

• Provided comprehensive first-line technical support for software, hardware, and network-related issues, resolving diverse customer challenges.
• Assisted customers in troubleshooting and resolving complex technical issues, consistently improving customer satisfaction scores.
• Translated complex technical problems into clear, simplified explanations for non-technical users, enhancing user understanding and reducing support calls.
• Identified recurring technical issues and recommended solutions that improved overall service efficiency.
• Ensured strict adherence to IT security policies, educating users on cybersecurity best practices to enhance system security.

Recognized for exceptional performance and contributions during the quarter.

Awarded for outstanding performance and dedication during the month.

Awarded for demonstrating exceptional drive and resilience in projects.

Acknowledged for consistent service excellence and commitment to organizational goals.

Recognized as a top performer within the Business Process Services division.