Operations Manager with 15 Years Service Delivery exp

Asif Kunhammed Shaikh

Email : ************@*****.***

' Middle East : +974- 74733726 / India: +91-773*******

Summary:

Total 15-years experience in Service Delivery with Bachelor’s Degree and Diploma in IT.

Area of Expertise:

Supervising

Ability to motivate people

Strategic Planning

Key Skill & Competencies

Proven ability to Manage through others.

Strong decision making and problem solving skills.

Able to motivate and lead others in a team environment.

Able to priorities tasks and workloads in order of importance.

Track record of delivering results with deadlines.

Professional Experience -3

Organization : Wipro Technologies.

Project: Aditya Birla Capital

Role : Core (Operation Manager- Application Support)

Duration : 24th March 2011 to 11th Oct 2019

Leading a team of technical Engineers for Pan India Customers

Responsibilities:

Achieved target goals adhering to established policies.

Responsible for leading and coordinating for Incident Management and Service Request for applications (HRMS,Agile,CRM,HL,Ingenium,O365 etc..) in accordance with process defined.

Initially started with the team of 5 Engineers and now handling the team of 30 Engineers.

Responsible for day to day operations and Maintaining SLA.

Track the SLA violation and ascertain continuous improvement in Service Delivery.

Escalate and address any SLA violation during any particular period to adhere to committed business uptime.

Facilitate prompt action during Crisis.

Monitor the reports for Calls logged, Closed and Pending on daily basis.

Act as next level escalation point of contact for PAN India ABSLI Users & Regional team for Application Issues.

Coordinating with BSLI backend team for application functional level issues.

Testing applications on various Andriod and IOS Mobile/ tablets and certifying the tabs.

Coordinating with different vendor (Fiberlink, Team viewer and Bomgar ) for testing remote tool access for Andriod and IOS tablets.

Responsible to push the latest application version on MDM server (Production & UAT).

Managing application installation Activities for desktops / Laptops / Moble & Tablets (Andorid and IOS). Liaison with BSLI stakeholders and update with activities planned or scheduled.

Set the process for application with BSLI backend team for service improvement (Eg: CMS & LMS app).

Scheduling Meeting with Application owners of BSLI for Long Pending cases.

Sharing Enhancement and changes within the application with BSLI team (AMS/BSAT, BSLI Sales)

Ensure that daily / Weekly/Monthly reports sent to BSLI Stake holders on time.

Flashing Monthly MIS report PPT with BSLI Stakeholders and scheduling Meeting with them for further POA and Service Improvement.

Initiated the process within the team for service improvement (L2 Long Pending cases).

Ensure engineers are trained on new applications/technology introduced by the organization.

Daily call Analysis and reducing maximum Incident and Service Request calls.

Flashing backend team dependency cases with BSLI team on daily basis and reducing Incident calls.

Maintaining team attendance and Make sure that attendance is approved on time.

Mentoring and training-up junior and new engineers. Adhere and ensure that team follows security policies and procedure as laid down by the organization.

Ensure high level of Service constantly delivered to BSLI as per agreed SLA.

Arranging & chairing monthly team meetings, focusing on issues & improvements.

Implementing new initiatives.

Recruiting new engineers.

Praise team members and create a positive working environment.

Auditing Incident calls for quality purpose and coach employees the way to improve the quality of calls.

Professional Experience - 2

Organization: Embee Software pvt Ltd (Wipro Infotech )

Clent: Euronet Services India Pvt. Ltd.

Role : THD Executive

Duration : 01st April 2006 to 23rd March-2011

Role : Trainee (Wipro Infotech)

Duration : 13th March 2004 to 31st March 2006

Responsible for day to day operations in respective shifts

Act as next level escalation point for ATM Executives

Coordinate with Vendors or with Vendor Management personal for escalations and Closure.

Ensure that all the mails to helpdesk are responded to within reasonable time.

Ensure that all the escalation mails are responded too.

Sharing information within the team (Notices, Processes etc).

oMonitor Nodes, MOP(Mobile recharge) for connectivity and transactions

Assign Responsibilities in case of Node Failures

Track such problems till closure

Record the incidents with details

oIntervene in case ATM is down for extended time.

Update calls at regular frequency

Ensure the escalations are done as per the matrices.

oEnsure shift handover is complete in all respects between the executives

oMonitor the performance and productivity of all the team members in the shift.

Prepare a track record of each resource in the team and update on daily basis (or exceptions observed).

Prepare an MIS on weekly basis on each team member.

oContribute in MIS reports, EJ pulling etc.

oLogging of all the Incidents

Incidents (Where the service is disrupted of quality is impacted (Atm Down etc)

Service Requests (Where the service is not impacted but an investigation or change or improvement is required eg. Cash Shortage etc)

oBe aware of the Impact of the Incident on the Business

Right Prioritization of Calls While Logging them.

Diverting them to the right departments (FS /CMS /C & R etc)

oInteraction with Incident Management Team (The Resolving Groups)

Providing all the information about an Incident (Logging the calls with complete and correct information)

Taking the information from the IM team and share with customers if required.

oInformation Management (in / out / within)

Integrity – Giving a complete and correct information (No false promises)

Availability – Making the information available when required

Confidentiality – Sharing the information only to the people who are authorized to know.

oGiving a Professional and Supportive treatment to all the customers

Internal – Project Mangers, Departments etc.

External – Banker, Security Guards etc.

Professional Experience - 1

Organization: NIIT LTD

Designation: Counselor cum faculty.

Duration : 1stNov 2003 to 28th Feb2004.

Responsibilities

Guiding walk-ins for computer courses on base of their educational background.

Appointments with principles of Schools and Colleges for conducting scholarship exams in class.

Making out going calls to students who scored well in scholarship exam and offer them courses in discounted rates

Preparing database of Students who enrolled for the courses.

Conducting classes for students.

Educational

Qualification :

Year

Exam

School/College

Board/University

2002-03

Diploma in Information technology

NIIT Institute

NIIT

2003-04

B.com

I.D.E

Mumbai University

1998-99

H.S.C

Chetana College

Mumbai Board

1996-97

S.S.C

Purushottam High School

Mumbai Board

Technical

Qualifications : DIT Career Course at NIIT :

CONTENTS

Ms-Office : Windows, Ms-word, Ms-Excel, Ms-PowerPoint

& Internet.

Languages : Java, UML and Programming Analysis and Techniques.

.

Operating Systems : Red Hat LINUX 7.1.

Languages : C++, HTML.

RDBMS : Implementing a database design using Ms-SQL Server 2000.

Computer Concepts : Quality Management.

Interests and

Activities : Reading, Listening Songs and Dancing.

SIGNATURE

ASIF SHAIKH

Present Address

Room No-400 Plot No-4,

Bharat Nagar, Bandra-Kurla-Complex, Bandra East

Mumbai, India- 400051

Personal Data

Date of Birth: 22/02/1980

Place of Birth : Mumbai

Sex : Male

Religion : Islam

Nationality : Indian

Marital status : Married

Languages : English,

Malayalam,

Hindi,

Marathi

Passport Details

Passport No : M7150721

Place of Issue : Mumbai

Date of Issue : 12/03/2015

Date of Expiry : 11/03/2025

Contact this candidate