Khalil Sayyed

Contact: +** –842-***-**** E-Mail: ad3q3p@r.postjobfree.com

Seeking career enriching senior level assignments in Project Management / IT Infra Management / Quality Management / Information Security with a leading organization of repute.

PROFESSIONAL SNAPSHOT

A performance oriented Technocrat with enriched experience of 15+ years’ in IT Operations encompassing Program & Project Management, Service Delivery, Infrastructure Management, Account Management and Team Management especially in Retail & Banking Sector.

The entire breadth of experience covers leadership assignments with well known organizations in Projects Management, Client Relationship Management, Audit & Compliance, Asset & Vendor Management, Process Enhancement, Training & Development and Risk Management.

Comprehensive understanding of Project Management Lifecycle including designing & execution of Project Framework; sound ability to identify risks / issues that could affect the project.

Experienced in aligning solution as per client’s strategic goals; deft in stakeholder mapping, periodic business review, presenting solutions and proposition, customer satisfaction survey and feedback implementation

Expertise in improvement of services through Process Excellence by identifying improvement areas with inputs from customer escalation, client escalations, data analysis of incident records, repeat call analysis and SLA breached incident records; competencies in modifying the existing process or implement new process procedure to bridge the process gaps and deviation.

Adept in aligning IT processes with ITIL by establishing Change, Incident and Problem Management techniques; expertise in analysing information system needs, evaluating end-user requirements, designing customised solutions and troubleshooting for complex information systems management.

Strong customer centric approach, with process orientation; an effective communicator with excellent analytical, problem solving, organizational abilities and flexible attitude.

CERTIFICATION

ITIL V3 Certification

ORGANISATIONAL SCAN

Since Nov ‘2014 Till date with Aditya Birla Fashion & Retail Ltd ( PFRL)

Career Elevation:

Nov’ 14 –Current – Deputy Manager IT ( IT Operations – Head office )

Since May ‘2008 - Till May 2014 With Wipro Infotech

Career Elevation:

Apr’ 08 -’ June’ 10: Team Lead

June’ 10 – Jul’ 11: Site In charge

June’ 11 – May ‘14 National Project Lead (Operations Manager )

Since Nov’ 2004- Till May 2008 with Future Group Ltd.

Career Elevation:

Oct’ 04 - Mar’ 06: Desktop Engineer

Mar’ 06 - Apr’ 08: Senior Engineer

I.Aditya Birla Fashion & Retail ( Pantaloons Division ), Mumbai

As a Deputy Manager - IT ( Nov 2014 – Till Date )

Responsibilities:

Managing IT Support across Stores, offices and Warehouse. Track and review Support performance with Support Vendors, OEM suppliers and Zonal IT team.

Lead IT Operations team of in-house and outsourced resources, Vendors to manage overall IT Support Operations for 50 stores,

Ensure 99% uptime of in-store systems ( POS, Desktop, Printer ) and IT infrastructure ( Network, Email, Internet, Applications ) at Stores.

To implement the company’s IT budget and infrastructure plan.

Rollout Information security policies across Stores, Offices and Warehouses.

Vendor Management -Track and review deliveries and support performance against SLAs.

Ensuring that quality services are delivered with regard to the agreed SLA ( 95 % Compliance level ).

Conduct regular reviews with Zonal Business Manager, Zonal Ops Teams, OEM suppliers and Support Vendors to rack and review IT operations performance

Conduct Internal Customer Satisfaction Survey and ensure action plans for improvement are implemented. Increase in Overall Customer Satisfaction from 85% to 97.5%.

KEY RESULT AREAS:

Project Management : -

Planning project activities viz. scoping, estimation, risk management, tracking, change management & post implementation support; implementing project plans within preset budgets and deadlines.

Monitoring smooth implementation of the project at client location and providing offshore support; maintaining documentation on process and procedures.

Implementing project plans within preset budgets and deadlines; performing on-site and offsite tasks within a project scoping document.

IT Infrastructure Management

Recommending IT infrastructure requirements and upgrading to ensure acceptable levels of Security, Disaster Management and Data Recovery Plans.

Driving the daily operations to ensure that the network and the infrastructure are up & running; overseeing complete Server Administration requirements for supporting business applications.

Spearheading the entire gamut of techno-commercial operations including Vendor and Relationship Management with key technology providers; monitoring the vendor performance and highlighting the cases of non-compliance if observed; responsible for verification and approval of vendor invoices.

Managing infra with respect to BCP (Business Continuity Plan), Process and Audit Compliance, End Users & Customer Complaints related to the services and management and tracking of VOC (Voice of Customer).

Incident Management / Problem Management / Change Management / Service Desk Management

Ensuring that the goals of the Incident Management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLA; detecting, logging, categorising and prioritising incidents; providing initial Incident Support.

Closing incidents after verification from users; resolving problems & issues within set timelines thereby developing the Knowledge Base and escalating the quality issues beyond control for ensuring the logical closure.

Developing reports on resolved and unresolved Incidents, SR/RFs and problems, trend analysis and improvement plans at pre-determined intervals by using different quality tools, reliability and availability of the services, process deviations from the operations manual and delivery issues to the customer and service level failures and achievements.

Heading the project, acting as a SPOC/ Owner for Infra related Incidents/ Problems/ Changes; trend analysis in the area of Incidents/ Problems/ Change and suggested the team for the right corrective action according to the process.

Reviewing the impact of the changes and approve only required changes.

Ensuring the resolution of all the Incidents/ Problems by the stakeholders with the help of RACI matrix.

Client Relationship Management

Providing effective resolution to customer queries and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience.

Initiating and sustaining efforts for bettering customer satisfaction through regular relationship calls, identifying & conducting consultation sessions for customers.

Managing overall program performance pertaining to C-SAT, E-SAT, revenue collections and operations; serving as SPOC for offering customized solutions to the customer to look for the opportunities for business enhancement.

Participating in periodic reviews, deciding course of actions and maintaining the action tracker followed by providing regular updates to the customers thereby driving all the stakeholders for the closure.

Quality Management/ Process Management/ Compliance:

Ensuring that changes to the IT Infrastructure follows appropriate change management policies; responsible for process definition and implementation based on ITIL best practices.

Acting as a SPOC while facing the audit (internally or during the audit scheduled by customer); conducting periodic physical asset verification as scheduled along with IMACD process implemented at customer site.

Maintaining the asset register with agreed software and hardware inventory; signing off with the customer for billing in-case assets crossed the agreed base-line.

Information Security Management :-

Had managed Information security internal and external Audit ( ISO 27001)

Acting as a SPOC to conduct information security training for all the department SPOCS and their team

Coordination with internal and external audit team for scheduling audit.

Coordinating with all the internal Dept SPOC for closure of Audit finding and sharing the CAP with External auditor

People Management

Leading a team strength of 50 members viz. Site In-charges, Server Engineers, Engineers, Helpdesk Executive, Safe Boot Eng Asset & Vendor Executives, etc; setting up and maintaining Critical to Quality & Critical to Process Targets; ensuring higher productivity and meeting of individual & group targets.

Managing routine people management tasks like shift rotation, performance evaluation, front ending customer escalations and setting up corrective action plans.

Ensuring skills enhancement and development of every individual in the team; working on HR related activities for the team such as inductions, salary issues, team meetings, one-on-one meeting & team get-togethers.

Significant Highlights:

Proved pivotal in ensuring adherence of the SLA agreed to customer for the overall program like Resolution SLA, Compliance SLA, Server Support SLA and others.

Displayed excellence in managing the asset base of +15000 across India.

Managed regular partner engagement activities like periodic reviews & solving issues pertaining to operational activities like Salary, Claims and Work Order Renewals.

Leveraged skills in mentoring and coaching teams at all levels along with handling teams like Servicedesk, Field Support Team, Vendor Management Team, Asset Management Team, Server Support Team and Compliance Team.

Played a key role in driving the Projects for the customer (CBS Migration, Siebel Version Upgradation and AD & Exchange Migration, etc.).

Effective in ensuring SLAs, people engagement activities, enhancements, OTBs, Inter LOB coordination for customer requirements and client meets/reviews & CSAT.

Managed Contract Renewals, New Accounts and Payment Collections with zero penalties.

Sustained service continuity by providing planned and incidental backups as & when required in the region.

Served as owner of the project and make the project ITIL certified.

Had been the SPOC for the auditor during ISO audit and ensured zero non compliance in implementation of all the observations/ value additions point given by the auditor.

Put all the SOP’s and documents and process documents on an intranet site for users & IT staff along with the FAQ’s

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ACADEMIC CREDENTIALS

Diploma in Hardware and Networking -IWP (2002-2004)

HSC -- 2001

SSC -- 1999

Rewards & Recognition

Champion Of The Month Award for the month of August 2018

Champion Of The Month Award for the month of Feb2017

UDAAN SITARE – “Challenger Award” for the month of April’2009, Taking Escalation till closure along with Business Team

Exuberant We – “Extra Miles” –Mumbai IT Team – West (Khalil Sayyed) on Jan 2010

Attended Trainings

Business etiquettes, Time management. Leadership and team management

Spirit Of Wipro

Service Excellence Program

First Time Leaders Program

Leap

Presentation Skills

ITIL

E helpline Tool

Customer Interaction Skills

Cloud Computing WorkShop On AWS & Azure

PERSONAL DOSSIER

Date of Birth : 1st Jan 1981

Linguistic Abilities : English, Hindi & Marathi

Residential Address : 16/12, Indira Nagar, Marol Piple Line, Andheri East, Marol Piple Line.

EXCELLENCE SPHERE

- Project Management

- Quality Management

- Information Security

- Cloud Computing

- Customer Management

- Contract Management -(Customer & Revenue)

-Incident/ Change/ Problem Management

- Vendor Management

- Process Management/ Compliance

- Stakeholder Management

- Training/ Skill Development

- Crisis Management

- SLA Management

- Asset Management

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