AKSHAY VERMA

House No: 366, Sector 9A,

Gurgaon – 122001
E-Mail ID: [email protected]
Mobile # +919953090606

Profile Summary
● 17+ years of IT Service Delivery experience in IT Infrastructure, Applications, and Managed Services space.

● Worked extensively for/with Global Fortune listed organizations across multiple business domains (Telecom,
Automotive, Aviation, Retail, Logistics, SaaS, BPO/KPO, Banking/Insurance, Media, Manufacturing).
● Strong leadership & management skills to include developing talent & engaging cross cultural teams.

● Excellent presentation, communication, analytical, problem solving and situation management skills.

● Excellent customer handling and engagement management experience.

● ITIL process development, implementation and management.

Professional Experience Summary:

Organization Service Period Employee Job Title Role/Client Reporting

Name Code Manager
Delhivery Ltd. Feb’22 – till date SSN036073 Sr. Manager - IT IT Operation Lead Director - IT
(In house)
Quess Corp Sep’21 – Feb’22 10020263 Operation Project Manager – Project Director
Manager IT Infra & Operation
(HT Media Ltd.)
Sirion Labs Pvt. Apr’21 – Aug’21 101006 Asst. Manager Customer Success Sr. Director –
Ltd. Manager (Vodafone Account Mgmt
UK Ltd.)
Interglobe Aug’19 – Apr’21 IGA43358 Asst. Manager - IT IT Operation Associate
Aviation Manager (In house) Director – IT EUC
Sirion Labs Pvt. July’16 – July’19 100239 Sr. Analyst – Performance Sr. Manager
Ltd. Managed Services Management
(McDonald’s
Finance & Leasing
US)
Tricore Solutions Dec’15 – June’16 TSPL/FE/348 Team Leader Team Leader - IT Director – HR
Pvt. Ltd. Infra & Operations Services
(In house)
Wipro Infotech Mar’13 – Nov’15 835210 Executive - Team Leader for Programme
Operations EUS (Yum Manager
Restaurant & Indus
Towers Ltd.)
Microland Ltd. Jan’12 – Mar’13 12089 L2 Support Shift Leader & L2 Programme
Engineer EUS (Honeywell Pvt. Manager
Ltd.)
CMS Infosystem Jan’08 – Jan’12 46328 L2 Support L2 engineer Programme
Pvt. Ltd. Engineer (McKinsey Manager
Knowledge Center &
Canara HSBC OBC
 life Insurance Co.)
RT Outsourcing May’07 – Jan’08 ITL/RT3603 L1 Support L1 EUS Engineer Program Manager
Services Ltd. Engineer (Hughes Comm.
India Ltd.)

Current Employment details:

Employer: Delhivery Ltd.

Job Title: Sr. Manager (Emp ID: SSN036073)
Role: Operation Lead – IT Infra & Operation
Reporting Manager: Director
Team Size: 150 (spread across multiple locations)
Primary KRA:
● Currently Leading EUC & Managed IT Services.

● Responsible for service delivery on agreed SLA terms for IT Operations and Services covering End User
Service spectrum (e.g. Service Desk, Desktop Support, Asset Management, L3 Support)
● Process creation & Implementation of IT governance with documentation.

● Process Governance and Audit to ensure established IT processes and policies.

● Resource Management (resource capacity planning, hiring, grooming etc.)

● Facility Management services (e.g. Town Hall, Event Management, Asset Migrations etc.)

● Escalation management & executive support for Board of Directors.

● Manage process for communicating outage/emergency activities to the organization.

● Playing an active role in driving customer service with an emphasis on service improvement and process.

● Reporting of KPI’s and trends weekly, monthly and as needed by management.

● Lead IT Operations PAN India.

● Implementation of ITIL Governance framework, processes and best practices.

● Envisioning, planning & ensuring implementation of IT projects for all lines of business of Delhivery Ltd.

● Establishing effective Governance and Control Mechanisms within the Technology function including partner
management for excellence in performance.
● Ensuring best in class user experience and measuring the same through formal business engagement models
with various functions.
● Management of IT Service Desk Operations, Incident, Problem, Knowledge & Change Management.

● Effective financial planning, budgeting, cost allocation and charging in line with business strategy.

● Endpoint devices POC, procurement & implementation as per business requirements.

● Effectively doing Technology POC end to end for assessment.

● Technology assessment related to IT Infra & Ops & Implementation fulfilling the business need.

Key projects completed in recent past:

 ● Windows upgrade Project:
o Rolled out Windows 10 as standard desktop/laptop O/S
o Upgraded 3000+ devices from Win7 to Win10
o AD Implementation
● Desktop/Laptop refresh program
o Released 1000 new laptops & 2000 new desktops under desktop refresh program.
o Upgraded RAM & HDD capacity of 2000+ devices to make them fit for Windows 10
● System Security
o Implemented Bit locker encryption on 3000+ devices.
o Implemented Sentinel security agent on 5000+ devices.
● DC movement/consolidation project
o Closed 3 local data centers and migrated the equipment to Major Data Center
o Consolidated Major Data Center in Gurugram
● Centralized Service Desk
o Consolidated local site-based IT Service Desks to one Centralized Service Desk in Gurugram
o Implemented BMC Remedy & Manage Engine as a centralized Service Desk tool.
o Provided Soft skills & ITIL training to engineers as per client & project requirement.

● Process Implementation
o Implemented process for Employee Onboarding & Offboarding.
o ITSD best practices & policies implemented as per ITIL framework.
o Remote Support implementation.

Academics Qualification & Professional Education:

Academics Percentage Board/University Completion Year

B. Tech (CSE) 62% RVD University, Udaipur 2009-2012

Diploma (CSE) 58% Board of Technical Education 2003-2007

Haryana

10th 52% BSEH, Bhiwani 2000-2001

Professional & Technical Certifications:

Professional Certifications Completion Year

CCNA 2010 - 2013 (Expired)
ITIL V3 Foundation 16/6/2015
Cyber Security (CISM) Pursuing

Personal Details:

Marital Status Married

Date of birth 2nd Dec 1985
Aadhar Number 9036-7226-7467
Passport No. U7241400 (Oct 2020 – Oct2030)
Professional Reference Available on request
Current CTC 15.75 LPA
Notice Period 60 days (Negotiable)