Manager Management

IMRAN AHMED SHEIKH ******.*******@*****.***

Contact : +919*********/887-***-****

Narendra Park Swagat building

Flat no 31 (D) wing Naya Nagar

Meera Road (E) 401107

Curriculum Vitae

Objective

To be the best at what I do and achieve a good position in the organization, and be

an asset to the organization.

Seeking a position to utilize my skills and abilities in an arena that offers professional

growth while being resourceful, innovative and flexible.

Software and Technical Knowledge:

Operating System: Win XP, Vista & 7.

Applications: MS Outlook, Access & Excel

Ticketing Tool: Rubix & HP Service Manager 7

ITIL V3 certified: IT Operations Management, Incident Management, Change

Management, Problem management, SIP implementations, IT Asset & Configuration

Management, Service Desk.

Highlights:

Having more than five years of experience in managing IT operations and Service

deliver.

Good experience of handling multiple clients with various service structures.

Leading Service desk team and part of incident management team at Barclays Bank

project

Handled team of 30 plus resource including Service Desk Support, network, server

support and Asset management.

Good experience of working in ITIL based frame work.

Good hands on experience of Incident Management, Change Management problem

management and service improvement plans.

Good customer relationship management, skills of IT operations manager and

service delivery.

Served as a First Level Escalation Point for all the service delivery and IT operations

related concerns at DCB bank and PWC.

ITIL process Implementation.

Professional Experience:

Total work Experience: 7 years

Professional Profile

Employer : Wipro Infotech.

Location : Mumbai

IT Operations Management & Service Delivery Skill

Excellent planning, scoping, scheduling, budgeting and delivery skills.

To ensure that service norms committed to the customer are met to avoid any

penalty.

Service improvement plans implementations.

Ensure customer satisfaction by responding to all escalations regarding services

offered.

Review performance with the customer periodically during on-going phase.

To act as a single point of contact for the customer irrespective of the location for all

service related issues.

Coordinating with the payments team for the processing of the invoices.

To organize resources required for running the account smoothly.

To allocate jobs to the team at site.

To ensure implementation of processes for all services covered in the contract.

To ensure that customer complaints are resolved by taking corrective actions.

Focus on quality for calls handled by the Wipro team at site.

To ensure that training activities are carried out in line with the plan and training

needs.

To evaluate engineers performance periodically.

Preparation of operational schedules like Roster charts.

Taking care of the Procurements of IT assets to fulfill the IT operations requirements

in coordination with central teams.

Ensure that all corrective actions identified in internal audits.

Preparing timesheets for all the resources at the site and share it with the client for

the approval.

Preparing costing of the project on monthly basis (online with the timesheet) and

share it with the client for approval.

Project Information

Client : Price Waterhouse Cooper/ KNPL/ Shopper Stop

Job Profile : IT Operations Manager

Duration : Dec 2012 – till date

Key Responsibility Area

Managing west region for PWC.

First level escalation for KNPL and Shopper stop account.

Conducting IT governance meeting with customer.

Understanding customer pain area and SIP’s implementation.

Looking for new business opportunity from customer regarding their upcoming projects

Handling operations and FME support for 3000 plus user

Implementing various automation processes for SLA management.

Working as a bridge between customer and internal sales, service and technical teams.

Continuous service improvement to avoid any penalty from customer.

Taking care of all the major/minor incidents affecting the IT services at the site as per

Incident Management process.

Preparing consolidated outage report on monthly basis for the customer’s review.

Sending out communication to business in case of any major incident affecting one or

multiple IT services at the site.

Managing the asset management team and providing guidance for IMAC activities.

To arrange training session for engineers to improve technical skill.

To prepare and provide monthly MIS report basis.

Coordinating with Network, Server and Application team for issues.

Managing different vendor support for hardware related issues.

Client : DCB BANK/ HDFC ERGO

Job Profile : Site In charge / IT Operations Manager

Duration : July 2011 – Sep 2012

Key Responsibility Area

Managing 92 location of PAN India.

Organizing roll out plans and Go live plans as per business requirement.

Managing 4500 users.

Handling operations, Network and server admin.

Managing service desk call center.

Handling projects of branches new branch setup.

Handling first level escalation for PAN India.

Managing the asset management team and providing guidance for IMAC activities.

To arrange training session for engineers to improve technical skill.

To prepare and provide monthly MIS report basis.

Coordinating with Network, Server and Application team for issues.

Managing different vendor support for hardware related issues.

Managed 24/7 DCO team.

Scheduling and Driving the MPR for Critical issue as required

Client : Barclays Bank India

Job Profile : Technical Service Desk/ Incident manager

Duration : Jan 2008 – June 2011

Key Responsibility Area

Run Technical and Management bridges, as well as use knowledge of core support

teams to bring in quickly needed resources, with an eye towards reducing time to repair

on major outages.

Leading the Team of 6 members.

Handling the signoff process to make sure that the core banking system is handed over to

the technical team on time for EOD on daily basis.

Ensuring that all IT teams follow the incident management process for every incident.

Escalation and monitoring of issues in a timely manner where necessary.

Incident Management processes documentation to be updated and maintained on a

regular basis.

Ensure SLAs are achieved and client expectations are met.

Scheduling and Driving the MPR for Critical issue as required.

Worked with Program and Project Manager to assess the operations, support and service

requirements and implications of new projects and their on-going needs and developers

in fixing bugs reported on the portals maintained by Barclays India team for the client.

Contributed in handover of global service desk support ¬ operations to new vendor

Helping the technical teams with all the relevant information from the user to get rapid

resolution on any issue.

Coordinating with various technical domains to identify RCA for all the major outages and

maintaining records for the same.

Organizing CAB meeting to make sure all the changes raised are discussed with the CAB

members for the approval and results for the executed changes are shared as well.

Sending out the communication to the relevant business in advance if there is any risk to

any of the IT services during Change execution window.

Ensuring PIR (Post Implementation Review) in case of critical/major changes.

Employer : Global Telemarketing

Location : Indore (M.P)

Job Profile : Shift In charge Media department

Duration : Jan 2006 – Dec 2007

Key Responsibility Area

Managed shift of 6 - 8 team members.

To maintain the roster of entire department according to requirement.

Maintained reports of all advertisement start and end time and their quality.

Monitoring advertisement to improve their effectiveness by comparing with other

teleshopping company.

Achievements

Reduction in backlog tickets for the team by 60%.

Improvement in TAT by 15% for tickets resolved within 2 Hrs.

Successful go-live with respect to IT Readiness of all the New Projects introduced at the

site.

Contribute in improvement of Service desk ticket quality and response time with the

means of new plans and approach.

Implemented knowledge database for IT services.

Managing CAB discussion to ensure RFCs are executed without any breach in VISPL

Change Management process.

Completed actions on unauthorized software removal from the clients as a part of Audit

finding within the given timelines.

Lead NCC Contingent for Salutation of Mr. Ex-President A.P.J Abdul Kalam (2002).

Passed ‘A’ certificate examination in NCC.

Best Manager Award for effective people management.

Retention GURU Award for 2nd and 3rd quarter in entire west region.

Educational Qualification

BSc in Electronics from CMJ University in 2012 with 69.28 %.

Optical Fiber & Electronics Engineering from S V P College Indore MP affiliated to Rajiv

Gandhi Prodyogiki Vishwavidyalaya in 2007 with 62.5%.

Higher Secondary from St. Joseph’s Convent, Khandwa, affiliated with MP Board of

Secondary Education in year 2002. With 76%

Personal Skills

IT related Skills –Spreadsheet, Presentation, Internet/ Email, Database, Mailing List and

willingness to learn and use latest web applications.

Verbal and Written Communication Skills – Report writing, Project Documents.

Work experience in 24\7 shift environment.

Language Skill – Fully proficient in Hindi and English. Fair understanding of Marathi and Urdu.

Personal information

10th Oct 1984.

Date of Birth :

Nationality : Indian.

Gender/Marital Status : Male/Single.

Language Known : English, Hindi, Urdu and Marathi.

Mother Tongue : Hindi and Urdu.

(References: Available on Request)

Date : 01/02/2014

Place: Mumbai. Imran Ahmed

Contact this candidate