nikhil khatri

Currently engaged with German Based Automotive Client, key responsibilities include Problem Management and System / Service Transition Process for the client. Profound knowledge of Client Business Processes, Objectives and KPIs Key Performance Indicators. SLM *Service Level Management managing ITIL process to achieve the agreed SLA targets. Extensive Root Cause Analysis & Solution Proposal to client using Problem Management Process.

As a Service Delivery Manager worked for world largest German Based Automotive Client in IT Service Management (ITIL). - Service Integration and Service Delivery Management for Level 2 Support. - Implemented Agile Process and Migration of Hybrid Cloud Environment using Lift and Shift for Services from Level 2 Support Structure. - Single point of contact for Customer Escalation and Operations. - Worked in Managed Services Framework.

ITIL Process Manager and Resource Manager - Transition Manager for Level 1 and Level 2 Support Services - Setting up operational framework

Oversee day-to-day IT operations for the UK Based Client in the Insurance sector. - Acted as Major Incident Manager.

Worked for EU clients from Netherlands and Belgium in ITIL process area. - Implemented of ITIL process from greenfield. - Documentation and Process updates - Quality KPIs and Continuous Service Improvement.

Providing IT Operational support in domains specific (Service Operations) in 24 x 7 work

Service Desk Team Lead for international IT Support industry corporations.

Worked with one of the telecom project for 1st level customer support Services.

Accouting & Statistic