Mir Imran Hussain, ITIL

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Apt 10305, Duluth, GA 30097 Mobile: +1-678-***-**** Home: +1-440-***-****

PROFESSIONAL SUMMARY

An accomplished Operations/Service Delivery Manager certified in ITIL V3 with 10+ years of successful experience in Service Delivery Operations Management Application Support

Customer Support Incident and Problem Management Change Management Transition Management Product Support Client Interaction People Management

PROFILE

Certified IT Infrastructure Library Professional (ITIL V3) with 10+years of experience

• Working as a People Manager, Team Lead - Service Delivery and Project Manager

• Established a great track record of Customer Delight and Satisfaction

• Played key role for various major projects within ITS

• Responsible for Planning, Defining and deploying IT service delivery policies to enhance IT infrastructure

• Responsible for handling Global Editorial Escalations during Asia Shift and Planning and implementation of ITS projects

• Managing Services in respect to Strategy, Design and Transition with Continual Service Improvement

• Experience in user interaction, vendor-liaison

• Ability to handle multiple responsibilities effectively and to resolve conflict situation and customer requirements effectively

• Strong understanding of ITIL processes and their deployment across the organization.

• Versatile team player

• Excellent presentation, communication, inter-personal skills

• Good People Management skills

• Able to create healthy group environment

• Professional as well as friendly with team members

• Expertise in Microsoft Office Suite

• Knowledgeable on VDI

AREAS OF EXPERTISE

DELIVERY MANAGEMENT

• Project Panning, Monitoring &

Evaluation

• Business Continuity Management

• Service Delivery

• Client Interaction

• Customer Support

• Operation Management

• Team Management

• ITIL Management

• Vendor Management

• Transition Management

• Incident Management

REWARDS AND RECOGNITIONS

• Gold Award for TEN migration project.

• Silver Award for Excellence in Service Delivery.

• Certificate of Customer Delight & Satisfaction from Mahindra Satyam Computers Services Limited

EXPERIENCE OVERVIEW

Working since10+ years for Thomson Reuters (March 2006 to till Date), Bangalore, India CAREER PROGRESSION: Information Services and Technology Engineer/ Team Lead-Service Delivery (Workplace)/ Editorial Support Specialist.

EXPERIENCE DETAILS

Team Lead-Service Delivery)/ Editorial Support Specialist, at Thomson Reuters Bangalore, India since March 2006

Worked on the ongoing projects

• Heading the delivery for various ITS projects. Accountable for delivering projects on time, within budget and to the satisfaction of the customer.

• Handle Severity 1 and Severity 2 incidents (Incident Manager).

• Implement policies, procedures, and organizational structure for assigned operating unit within the framework of corporate policy.

• Plan, staff, and supervise all assigned work unit activities through subordinate managers to ensure a cohesive operational unit.

• Provide advice, guidance, and direction to subordinate toward their professional development.

• Manage and increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between support and business functions.

• Play a significant role in long-term planning, including an initiative geared toward operational excellence.

• Participate in all Problem and Change management calls.

• Responsible in identifying, evaluating and recommending improvements to IT functional team processes as they relate to Incident and Problem Management.

• Collaborate with other Service Management process owners in establishing integration (such as release and change management)

• Accountable for Project / Service Delivery / Transition and support as per Plan adhering to quality and process standards / frameworks.

• Reviewing the team utilization on quarterly basis and work on change orders if required.

• Service Delivery as per SLAs of various accounts.

• Key resource for Global Editorial Escalation of all Services issues.

• Ensuring SLA compliance & Process adherence.

• Manage day to day operations of the services rendered based on ITIL framework

• Responsible for service quality, service delivery performance and drive service excellence.

• Closely monitor and track project status/take corrective actions where necessary and make escalations as necessary; Escalate issues on time and strive for resolution of issues, identify root cause and eliminate problems.

• Responsible for creating goals and milestones within a project to ensure the SLA’s are achieved.

• Weekly & monthly status reporting

• Responsible for preparing, maintaining and submitting concise progress reports and time management reports.

EDUCATION/ CERTIFICATION & OTHER DETAILS

Graduation/Degree : Bachelor of Engineering in Information Science (BE) Year : 2003

University : Visveswaraiah Technological University Name of Institution : Vidya Vardhaka College of Engineering, Mysore, India Post-Graduation : Master in Business Administration – Information Science (MBA) Year : 2015

University : Mysore Open University

Name of Institution : Mysore Open University, Mysore, India ITIL V3 : Information Systems Examinations Board (ISEB) Work Permit : EAD

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