Ashima Gupta
Engagement Manager
Duesseldorf
Summary
Proven leader in strategic planning and risk assessments, Have significantly enhanced project delivery and client satisfaction at Tata Consultancy Services. Expert in stakeholder relations and business analysis, innovative solutions boosted revenue and streamlined operations. With a knack for mentoring and a deep understanding of IT security, have driven continuous improvement and deliver exceptional results.
Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Engagement Manager
Tata Consultancy Services
01.2022 - Current
- Cultivated a culture of collaboration within the team, enabling seamless execution of project deliverables at each stage of the engagement process.
- Collaborated with sales teams to identify new business opportunities and expand company''s client base.
- Conducted comprehensive analyses of industry trends and competitor strategies to inform strategic planning efforts.
- Implemented Industry standard frameworks i.e. CIS & NIST based on customer strategy
- Streamlined internal processes to improve team efficiency and project delivery timelines.
- Helped with product rollouts as subject matter expert for next-gen IT Security Tools and Technologies, i.e. SOC, VA, EDR, MDR/XDR, WAF.
- Assisted with negotiations and sales closings.
- Mentored junior team members, providing guidance on best practices and fostering a positive work environment.
- Met with clients to understand needs and develop proactive solutions.
- Led successful projects by overseeing all aspects from initiation to completion, ensuring timely delivery and client satisfaction.
- Managed client expectations and mitigated potential conflicts, ensuring a high level of customer satisfaction throughout the engagement process.
- Provided regular status updates to senior leadership, highlighting progress, challenges, and key accomplishments during the transition period.
- Developed comprehensive transition plans, outlining roles, responsibilities, timelines, and milestones for successful implementation.
- Developed training materials tailored specifically towards each department''s unique needs which helped in streamlining the learning curve as they adapted to new systems.
- Cultivated strong relationships with internal and external partners, facilitating effective collaboration in resolving escalated cases.
- Spearheaded initiatives aimed at improving the overall reputation of the company by consistently delivering exceptional customer support during high-pressure situations.
Technical Operations Manager
HCL Technologies
03.2019 - 12.2021
- Reduced security incidents through proactive monitoring, threat analysis, and incident response planning.
- Conducted VA &PT tests regularly to identify vulnerabilities before they could be exploited by malicious actors.
- Supported business continuity efforts by ensuring appropriate backup solutions were in place for key systems.
- Managed risk assessments to evaluate the organization''s exposure to information security threats.
- Coordinated with external vendors to procure cutting-edge cybersecurity tools that enhanced organizational defenses.
- Improved overall system stability by identifying weak points in the infrastructure and recommending necessary upgrades or replacements.
Technical Lead
Accenture
03.2016 - 03.2019
- Resolved critical issues in a timely manner by identifying root causes and implementing effective corrective actions.
- Boosted employee engagement levels with regular one-on-one meetings, open forums for discussion, and clear career progression pathways for team members.
- Championed innovative solutions and encouraged creative problem-solving, driving continuous improvement within the organization.
- Liaised with product development teams to report recurring issues, ultimately driving product enhancements based on customer feedback.
- Collaborated with cross-functional teams to identify areas for system improvements and implement necessary changes.
- Led a team of technical support specialists, ensuring efficient issue resolution and timely customer followups.
- Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures.
- Implemented an internal knowledge base for quick access to troubleshooting resources, enhancing overall team efficiency.
Technical Specialist
HCL Technologies
10.2011 - 02.2016
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Led successful IT infrastructure upgrades, minimizing disruption to business operations during transitions.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Served as a subject matter expert within the team for IT Security & Infrastructure technologies or products, sharing knowledge with colleagues when needed.
- Participated in ongoing professional development activities to stay current with industry best practices and emerging technologies, ensuring the delivery of cutting-edge support services.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
Adobe Technical Support SME
Teleperformance
05.2009 - 09.2011
- Worked with enterprise customer for Adobe connect support
- Working both on calls and providing assistance to the North American Customers in Installation of Adobe applications on Mac and Windows operating systems.
- Identifying product requirement of new products for every release and creating an Interactive meeting with my team to find out the understanding of the same.
- Participating in the Virtual Content Team meeting in order to improve the quality of knowledgebase available for the adobe users.
- Participating in the weekly TRT meetings with the technical response team to discuss new research in terms of the installation technology (RIBS)
Education
MBA - International Business Management
Symbiosis
Pune, India 01.2006 - 12.2008
Skills
Strategic Thinking
Risk Assessments
Business Analysis
Revenue Cycle Management
Project Planning
Best practices optimization
Stakeholder Relations
Financial Forecasting
Proposal Development
Implementation Management
Accomplishments
- Supervised team of 45 staff members.
- Achieved security posture enhancement by reducing active exploitable and critical vulnerabilities with accuracy and efficiency.
- Implementation of ServiceNow Vulnerability Response module to automate Vulnerability life cycle management process.
- Successfully transitioned the complete security project for CSX
- Defined SLAs and KPIs together with the customer during transition
- Account mining to bring additional business of ~2Mn USD to the organization within six month of transition
- Terminal Service Application Servers: Citrix Presentation Server, Citrix XenApp 6.5, 7.8 and 7.15, Netscaler, VPX, MPX & SDX
- IT Security Tools: SOC, Nessus, Rapid7, EDR, WAF, MS PKI
Timeline
Engagement Manager
Tata Consultancy Services
01.2022 - Current
Technical Operations Manager
HCL Technologies
03.2019 - 12.2021
Technical Lead
Accenture
03.2016 - 03.2019
Technical Specialist
HCL Technologies
10.2011 - 02.2016
Adobe Technical Support SME
Teleperformance
05.2009 - 09.2011
MBA - International Business Management
Symbiosis
01.2006 - 12.2008
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