Arvinder Singh

Delivery Partner - Cybersecurity Practice

Tata Consultancy Services

September 2024 - Present | Noida, Uttar Pradesh, India

• Orchestrated initiatives focused on driving cybersecurity revenue growth and optimizing resource allocation across multiple key client accounts, contributing to significant reductions in operational costs.
• Managed overall service delivery, ensuring stringent alignment with business objectives and organizational standards, and cultivating robust customer relationships through proactive engagement.
• Developed and rigorously tracked revenue forecasts to consistently meet and exceed financial targets.
• Collaborated seamlessly with offshore teams to ensure flawless program execution and timely delivery.
• Partnered with sales and presales teams to meticulously define project scope and ensure alignment with the Statement of Work (SoW).
• Prepared and delivered impactful presentations, comprehensive reports, and data-driven insights to stakeholders.
• Planned and oversaw strategic resource allocation, efficient onboarding processes, and workforce ramp-up to meet dynamic project demands, aligning internal and external talent sourcing to precisely meet evolving skill requirements.
• Gained deep understanding of customer needs, job roles, and critical activities to ensure unparalleled project success.
• Committed to mentoring and guiding employees, fostering their readiness for assigned roles, promoting a culture of trust, continuous learning, and collaboration, and actively identifying and developing future cybersecurity leaders within the organization.
• Supported comprehensive career development planning for team members, including organizing targeted training sessions and learning opportunities, and monitored and evaluate team performance rigorously to ensure continuous improvement and operational excellence.

Security Delivery Associate Manager

Accenture

May 2020 - September 2024 | Noida, Uttar Pradesh, India

• Managed a skill pool of approximately 50 resources dedicated to Managed Security Services, contributing to a notable 15% improvement in project delivery efficiency.
• Led teams supporting Run, Support, and Enhancement services through Work Orders and long-term contracts, encompassing critical areas such as:
  • Directory Services Support: On-prem/Hybrid/Azure Active Directory, Ping Directory
  • Privilege Access Management: CyberArk, Centrify, Thycotic, Hitachi PAM
  • SSO Services: ADFS, Azure SSO, PingFederate
  • MFA Services: Azure MFA, Symantec VIP, PingId, RSA ID Access, Cisco Duo, One Identity
  • Secrets Management: Azure KMS, Cipher Trust KMS, Thales Luna HSM
• Supported solutioning reviews, provided accurate effort estimations for new clients, and implemented automations using scripts and integrations.
• Actively drove capability and team building through facilitating recruitments, comprehensive training programs, and effective upskilling/reskilling initiatives.
• Functioned as a project lead in conjunction with the PMO function for multiple clients, ensuring and overseeing end-to-end deliveries across Directory Services, IdM, Networking, Wintel, and Vulnerability Management.

Senior Professional Information Security Engineer

DXC Technology

October 2016 - May 2020 | Noida, Uttar Pradesh, India

• Specialized in Privilege Access Management, overseeing both team and performance management.
• Led multiple projects, fostering effective teamwork, mentoring employees, and evaluating individual performance.
• Managed identity and access using various IAM products suchs as SailPoint, Oracle IDM, CA Identity, CA PAM, and CA SSO/SiteMinder.
• Ensured identity governance and compliance utilizing SailPoint and Aveksa.
• Instrumental in triaging and supporting operational issues involving IAM systems and tools, significantly reducing resolution time.
• Implemented Kaizen plans for continuous improvement and reengineering processes/services.
• Generated daily, weekly, and monthly reports detailing Cybersecurity Services Performance.
• Managed performance, leave, and schedule for the team, improving adherence.
• Handled hiring and other Workforce Management (WFM) related formalities.
• Developed standard KPI Reports and Compliance Dashboards using ServiceNow, integrating data from various tools like SailPoint, Aveksa, and Workday, and leveraging PowerBI.
• Automated tasks related to Access Administrations and ID Management using RPA and scripts, leading to substantial efficiency gains.
• Focused on Service Level optimization, Process Reengineering, Business Process Automation, Continuous Service Improvement, Incident Reduction, Team Management, and Performance Management.

Service Delivery Lead

SoftwareONE

May 2014 - October 2016 | Gurugram, Haryana, India

• Key focus areas encompassed Customer Satisfaction, Team Utilization, Training Plans, Knowledge Transfers, Service Design, Quality Control, Process Automation, and Process Improvements.
• Responsible for creating and documenting Services as per the Statement of Work (SOW) for client projects.
• Provided crucial support to Project Leads, Services Managers, and SAM consultants in developing expertise required by various SAM Projects.
• Held full ownership for ensuring Quality, SLA adherence, and overall customer satisfaction scores for delivered services under SAM projects.
• Managed escalations by conducting thorough Root Cause Analysis (RCA) and devising effective corrective actions and proactive measures to ensure zero future escalations.
• Developed robust reporting models for new services, performance KPIs, and Resource utilization scores.
• Automated services, tools, and reporting processes using Excel, SQL, and SharePoint, enhancing operational efficiency.

Call Rtg and Sched Sr. Assoc

Dell

October 2009 - February 2014 | Sahibzada Ajit Singh Nagar, Punjab, India

• Managed Service Level, Reporting, Queue Management, Work Force Management, Forecasting, Scheduling, and Staffing, collaborating closely with Ops Leads for Real-Time Management.
• Conducted real-time reporting and analysis on the performance of various Lines of Business (LOBs) using SQL and Excel, publishing comprehensive reports via email, Excel, and SharePoint.
• Performed Workforce Management (WFM) based on the analysis of forecast volume and trends to ensure optimal headcount and maintain acceptable service levels.
• Collaborated regularly with Team Managers and Business Owners, sharing critical information, raising concerns, presenting trends, and recommending effective solutions and insights.
• Responsible for creating and maintaining headcount files, as well as scheduling and staffing models.
• Devised daily targets based on forecasted projections and published reports on hourly, daily, weekly, monthly, quarterly, and annual productivity numbers, floor attendance, and outages.
• Maintained historical performance and KPI scores for various scorecards and analyzed the performance of various LOBs, Teams, and Agents.
• Partnered with team managers to ensure the completion of day-end targets while maintaining set Average Handle Time (AHT), offline, and break timings, and published scorecards for LOBs, TMs, and Agents.
• Provided technical support for Dell laptop, desktop, all-in-one systems, printers, and TV devices.
• Managed escalations and parts dispatch.
• Supported technical support channels: Inbound calls and chat support.

Network Svcs Tech

Convergys

October 2007 - October 2009 | Gurugram, Haryana, India

• Managed Incident Management, issue resolution, and software installation for Production and Non-Production Employees across America, India, and the Philippines.
• Approved and canceled purchases on the Global IT Cost Centre for Non-Production employees.
• Coordinated with Software/Hardware vendors for quotations, the Regional Purchasing Team for procurement, and the Local Network Services team for hardware asset installation.
• Oversaw IT Asset Management and actively drove Software License Compliance across America, India, and the Philippines.
• Managed New Hire On-boarding and created profiles on Active Directory (AD), Citrix, PeopleSoft, and various other tools.
• Responsible for deploying and configuring VM Machines and Citrix Environments for Work-At-Home (WAH) Users.
• Handled IT Asset Management, Procurement, and published License Compliance, Expense & Cost Center Reports.
• Analyzed ROI based on Procurement and Productivity KPIs for various GIS Teams and suggested alternate cost-effective means.
• Maintained historical data on SQL Databases and managed a SharePoint Website for team collaboration and publishing various reports.
• Designed various reporting templates and automated processes using Excel VBA.
• Processed purchasing against ESR after validating required management and cost approvals.
• Captured installation information through LANDesk and reported in UAPM.
• Handled new Job Requisitions for new hire Active Directory IDs and Termination Requests.
• Installed approved freeware or licensed software for end users in production/non-production environments across Convergys globally.
• Resolved technical issues for in-home and WAH Users via Incident Management.

Process Associate

GE Money

July 2006 - September 2007 | Gurugram, Haryana, India

• Assisted customers with credit card payment processes and provided comprehensive consultation on debt management.
• Responsible for creating detailed team performance reports.
• Actively engaged in and led meetings with Team Managers and Business Owners to discuss team performances and identify crucial opportunities for improvement.
• Maintained historical data for various Key Performance Indicators (KPIs) to strategically support business planning.
• Published various scheduled and ad-hoc reports to keep stakeholders informed.