Arpan Agarwal

- Defined end-to-end SLA & OLA framework and further organised agreements negotiation streams. - Overhauled ITIL SLM processes governance on platforms level across diverse departments as per overall company objectives and impacts over 100k users. - Coordinated adherence to SLAs within cross functional teams to ensure high service quality & stability. - Presented insights on customer performance statistics to C-level leadership.

- Owned Incident, Problem & Change management processes within department, ensuring OLA & SLA stability and reducing ITSM backlog. - SPOC for consultation regarding product behavior on production environment for B2B clients. - Coordinated business operational activities for multiple application platforms with stakeholders within Internal departments. - Implemented monitoring and reporting tools automation for control procedures to avoid financial risks and attain high customer satisfaction.

Optimised customer accounting reconciliation process with regular monitoring and investigated issues relating to core business on integrated applications. Supported technical documentation for Product Catalog and other internal processes, in line with defined service level targets.

Reported on cash management in synchronization with internal stakeholders. Harmonized inter-company treasury database on SAP & TIS. Optimized annual inventory and organized regional entity accounts.

Analysed KPI based on daily progress and numerical data, structured project database and reports. Coordinated with stakeholders to optimise project budget ad hoc planning.

Assisted regional managing director with a variety of diverse projects. Specialized in processing claims settlements and supported to built a random forest classification model on predicting workload.

Double Master's degree program aligned with ISM international partner university. Relevant Coursework: Accounting & Business Management

Relevant coursework: Investment, Controlling & Financial management.

The courses were synergistic and offered in-depth insights into aspects of banking & financial services sector, business and corporate world, rural and agricultural sector, microfinance sector, etc. Relevant coursework: Accounting, Economics & International Trade