Ashish Kumar Sinha
Eindhoven
Summary
Service Operations Leader at Philips with a focus on optimizing operations and leveraging Philips connectivity methods, such as IoT and operational visualization apps, to improve the performance of medical devices. Strategic deployment ensures successful outcomes. Certified in AI and Lean practices, effectively leading a global team, fostering collaboration and streamlining processes for customer success and on-time deliveries. Expanded scope of work to include proactive, predictive, and corrective maintenance processes and tools, revolutionizing alerting and diagnostics in partnership with Service Innovation Teams. Prioritizing operational issues and proactive case management to drive business continuity and agile leadership in the Health-tech sector.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Operations Leader-I&S(HSSAP)
Philips
04.2023 - Current
- Successfully established and optimized operations structure for IOT and Operations Visualisation Apps, resulting in improved business operations
- Led and supervised a global team of 14 members across India and Netherlands, fostering seamless collaboration and maximizing efficiency
- Developed and executed deployment strategies for Edge, CMVPN, and IOT in collaboration with markets, leading to successful outcomes
- Implemented SLAs with customers and OLA's within organizations, resulting in enhanced customer success and on-time deliveries
- Collaborated with IT to regionalize IOT in China and acquire MLPS certifications, ensuring compliance and security
- Streamlined operations by automating manual tasks, facilitating continuous improvements and maximizing efficiency
- Collaborated with business and regions to drive sales of IOT and EPO, resulting in increased revenue growth and market penetration
- Leveraged data analytics and visualization tools to automate report generation, enhancing delivery and improved troubleshooting
Remote Capability Leader(Strategy and Operations), Services and Solutions
Philips
01.2022 - 03.2024
- Leading Remote Service Corrective Maintenance and Performance management using lean tools for multi market performance measurements standardization(First Time Right, First Visit Fix, One Part Fix, Proactive and Predictive Models for automated diagnostics, Field Service performance improvements)
- Expanded the scope of work by incorporating corrective maintenance processes, tools, and technologies, in addition to maintenance service data analytics, remote connectivity, proactive and predictive service operations monitoring reporting directly to Service Operations Leader SSD O2C
- Implemented improvements in automated alerting systems to effectively address operational issues such as connectivity, RSW, RMW, and diagnostics
- Oversaw a team of 22 members to successfully collaborate and revolutionize the effectiveness of proactive and predictive alerting and diagnostics for multiple businesses, in close partnership with Service Innovation Teams
- Held accountability for resolving CAPA issues, ensuring Audit Readiness, and upholding ICQA's and PEPF process standards
- Innovated and defined KPI's for all Service 360 Remote requirements, integrating data analytics across various platforms to streamline and control outputs
- Established Direct Managers within the BU Service Innovation teams, defining CTQ's and KPI's for Remote Success
- Assumed leadership as the Central SSD Leader to address structural issues in technology that hindered the success of remote service operations
- Collaborated with BPE's and O2C, M2O to establish Service Operations standards, driving transformative success in remote operations across markets
- Responsible for monitoring and managing service delivery PEPF Process 8.3.1 by optimizing strategies to align with market conditions
Remote Monitoring Manager, Services and Solutions
Philips
03.2020 - 03.2024
- Managed and supervised a team of 17 remote monitoring engineers in 5 countries, ensuring efficient operations of MR, IGT-S, DXR, CT/AMI systems
- Implemented strategies resulting in a 15% increase in Proactive Case % KPI
- Improved team communication and collaboration, leading to better coordination and reduced response times
- Trained and mentored team members, enhancing their technical skills and implementing LEAN methodologies for performance management
- Developed and executed remote monitoring protocols to optimize system performance and minimize downtime
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement
- Collaborated with cross-functional teams to identify and resolve system issues, enhancing system reliability
- Utilized LEAN methodologies to improve productivity and effectively manage feedback
- Conducted customer case studies to identify areas for model development and pattern improvements
- Aligned service operations and marketing strategies to deliver proactive and predictive monitoring differentiation factors
- Conducted case studies and Gemba walks to improve accuracy and coverage of diagnostic models
Program Manager, Connectivity and Reachability
Philips
03.2017 - 03.2020
- Developed and implemented True Reachability, a Service Operations Metric, to effectively measure remote connectivity and reachability of all Philips Systems Worldwide
- Collaborated with a team of 2 members to establish clear measurements for different businesses (PG, IGT, and HPM) on how to assess per system level reachability based on their remote capabilities
- Created and deployed the first tableau-based dashboard in Philips, which remains in use, to comprehensively measure reachability end to end
- The dashboards not only generate key performance indicator (KPI) reports but also provide troubleshooting capabilities for identifying operational issues
- Successfully enhanced the PEPF process 8.3.1.4 by collaborating with BPE's to effectively manage remote connectivity
- Consistently collaborated with the markets to systematically troubleshoot operational issues
- Collaborated with Customer Project managers and PRS Leads in markets to significantly increase True Reachability from 45% to approximately 75% for MR, IGT, CT, DXR systems
- Enabled the disconnection process and measurements using this dashboard to ensure compliance with data processing agreements within rightfit contracts
Project Manager, Remote Service Tools
Philips
07.2012 - 02.2017
- Led a team of 14 individuals in developing, operating, and managing software quality for the RADAR Platform as a Project Manager
- Implemented the SAFE agile methodology and established dedicated scrum teams to increase efficiency and productivity
- Successfully delivered solutions for remote service delivery processes in end markets through a customer-oriented approach
- Cultivated a culture of customer success and instilled a strong delivery mindset, resulting in a highly performant team
- Implemented key performance indicators (KPIs) to measure end customer success and align with market expectations within the innovation groups
- Managed a multi-region team across the Netherlands, USA, and India, while ensuring strict adherence to budget and timelines
- Collaborated closely with teams like PRS to develop end-to-end customer experience solutions that revolutionized remote service delivery
- Actively pursued PMP trainings to enhance skills in stakeholder management, project budgets, and timelines
Technical Lead and Architect
Philips
03.2009 - 07.2012
- Led and facilitated the transfer of the RADAR project from Netherlands to India, ensuring seamless integration and operational efficiency
- Implemented cutting-edge technologies including Biztalks Server, SQL Server, and ASP.NET web development techniques
- Contributed to the design and architecture of the Innovation and R&D group, leading to the development of a robust remote diagnostics, alerting, and reporting system
- Collaborated closely with cross-functional teams to effectively communicate and coordinate project requirements and deliverables
- Demonstrated strong technical leadership and expertise in driving project completion and achieving desired outcomes
- Implemented solution continues to support all current remote services within the organization
Senior Software Engineer
Philips
05.2007 - 03.2009
- Developed and implemented modules to efficiently write medical images onto external storage media such as CDs and DVDs
- Collaborated closely with the team to ensure seamless integration of the image writing modules into the overall PACS system
- Successfully resolved issues and improved the performance of the image writing modules, resulting in enhanced efficiency and faster writing speeds
- Actively contributed to the shutdown and transfer of the module from Bangalore to the Xcelera R&D team in Netherlands
- Demonstrated excellent problem-solving skills by identifying and rectifying bugs and errors in the image writing modules, leading to increased system stability
- Conducted comprehensive testing and quality assurance procedures to ensure the modules met the highest standards of reliability and accuracy
- Effectively communicated with cross-functional teams, including software developers and quality assurance engineers, to gather requirements and ensure smooth execution of projects
- Adapted quickly to changing requirements and timelines, consistently meeting deadlines and delivering high-quality work
Software Engineer
Blue Star Infotech
09.2004 - 05.2007
- Collaborated with colleagues at the client site in Kashiwa, Japan to enhance ultrasound measurements for Hitachi medical systems
- Developed software in line with client requirements, ensuring seamless integration and functionality
- Conducted bug fixes, resolving issues promptly to maintain optimal performance of the ultrasound system software
- Aligned software architecture to meet client specifications, ensuring efficient and scalable solutions
- Gathered new requirements from the client, actively identifying areas for improvement and implementing innovative solutions
- Utilized coding languages such as VC++/MFC, C#, and COM library to develop and maintain high-quality software
Education
Bachelor of Engineering (B.E.) - Computer Science
Birla Institute of Technology
01.2003
AI Leadership -
Indian School of Business
11.2024
Skills
- Power BI expertise
- Strategic planning services
- Team leadership
- Collaborative problem-solving
- Efficiency improvement
- Team development initiatives
- Innovative thinking
- Key success metrics
- Budget optimization
- Stakeholder management
- Operational improvement
- Cross-functional coordination
- Customer engagement strategies
- Strategic operational planning
- Operations management
- Incident reporting
- Task delegation
- Team Training
- Project management
- Performance monitoring
- Delegation
- KPI tracking
- Root-cause analysis
- Change management
- Budget administration
- Process optimization
- Engineering
- Productivity management
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Effective communication
- Active listening
- Decision-making
- Adaptability and flexibility
- Relationship building
- Analytical thinking
- Interpersonal skills
- Self motivation
- Goal setting
- Conflict resolution
- Strategic planning
- Time management abilities
- Business analysis
- Improvement plans
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
- Supervised team of [Number] staff members.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Resolved product issue through consumer testing.
- Documented and resolved [Issue] which led to [Results].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Certification
- Leadership with AI
- Certified Supply Chain Expert
- Certified Lean Practitioner
Affiliations
- Indian School of Business
Additional Information
something
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Dutch
Elementary (A2)
Timeline
Service Operations Leader-I&S(HSSAP)
Philips
04.2023 - Current
Remote Capability Leader(Strategy and Operations), Services and Solutions
Philips
01.2022 - 03.2024
Remote Monitoring Manager, Services and Solutions
Philips
03.2020 - 03.2024
Program Manager, Connectivity and Reachability
Philips
03.2017 - 03.2020
Project Manager, Remote Service Tools
Philips
07.2012 - 02.2017
Technical Lead and Architect
Philips
03.2009 - 07.2012
Senior Software Engineer
Philips
05.2007 - 03.2009
Software Engineer
Blue Star Infotech
09.2004 - 05.2007
AI Leadership -
Indian School of Business
Bachelor of Engineering (B.E.) - Computer Science
Birla Institute of Technology
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