ALIASGAR BOOTWALA

IT Incident, Problem/ Change Manager and Service Delivery.

Cell Number: +91-982******* Email Address: adqit9@r.postjobfree.com

PROFILE SUMMARY

•IT Service Management expertise with 19 years of experience in IT, Consulting Services and Telecom Industry with specific expertise in providing Technical solutions based on ITIL process.

•Highly accomplished, creative professional with a dedicated career building, managing, and strengthening Incident management processes, Service delivery standards, and best practices to meet evolving business needs.

•Analyzed all escalated application issues across production & non- production environment, identified potential risks and impacts and interfaced with global team to ensure resolution met established SLAs.

KEY SKILLS

Incident, Problem Management

Change Management

Service Delivery

Major Incident Management

Process Improvements

Team Management

People Management

Continuous Improvement

Vendor Management

System Administration

VMware administration

Stake Holder Management

PROFESSIONAL EXPERIENCE

MANAGER (C2) Mar 2010 - Present

Capgemini Technology Services India Ltd

Capgemini is global leader in consulting, technology services and digital transformation, at the forefront of innovation to meet clients’ opportunities on cloud, digital and platforms.

Role and Responsibilities: Service Delivery, Incident and Change Manager.

•Leading a 35 FTE team comprising of Process Manager, Technical SMEs, L1 Support to ensure adherence to published Escalation, Bridge Management Guidelines, Customer Satisfaction and Remediation.

•Perform tasks related to the financial governance of the customer including charging and budgeting of respective services (Shared Service Model).

•Lead and support service management reporting for incident, problem, change along with governance and operational reports.

•Working in a multi-client environment and providing support to customers environment hosted on cloud service of NL region for Major Incidents and Problem Management.

•Prioritizing the Incidents based on the impact and urgency Closing the non-major incident within the agreed SLA’s.

•Follow Major Incident Management process for P1/P2 incidents using major incident management processes including ownership, escalation (functional and hierarchical), communication, and restoration of service.

•Senior Leader notification during major disruptions, coordinating leadership escalation, documenting bridge activities, and publishing post-incident Service Disruption Update reports

•Driving problem management review meetings to ensure determination of root cause, prepare accurate and appropriate reports with timely communication to internal and external stakeholders.

•Provide root cause analysis (RCA) to Senior Management, Internal Stakeholders detailing any physical security infrastructure outages and breakages issues to relevant stakeholders (internal/external).

•Active participation to Manage Service requirements and providing Technical Solutions for client Proposal (RFP) for Pre-Sales team, review BID proposals and Scope of work (In Scope, Out of Scope) also required FTE capacity.

TECH OPERATIONS SUPPORT (TEAM LEADER) May 2007 – February 2010

Reliance Communications

Reliance Communications was an Indian mobile network provider headquartered in Navi Mumbai that offered voice and 2G and 3G data services.

Role and Responsibilities:

•Led a team of Data Centre Site Operations Executives (24x7) overseeing the full process from IT Asset Management, recruitment and hiring of team members, allocating workload and schedules with the aim of ensuring regular achievement of Service Level Agreements (SLAs) and Turnaround Times (TATs).

•Monitoring the effectiveness of incident/problem management and making recommendations for improvement

•Ensure compliance with the Incident management process; to assure effective incident management and timely resolution.

•Responsible for the effective implementation of the process "Service Desk and Incident Management” and carrying out the respective reporting procedure.

•Manage critical incidents, ensure timely and accurate communications to stakeholders.

•Worked with project team members, clients, and vendors to coordinate activities, provisioning, environment setup and installation.

•Steered the complete DHCP and DNS server migration involving from Planning State to Completion state within the allocated time frame for which was highly appreciated by client. Work closely with Change Management leader on major incidents and correlate them to requested changes

•Maintained Active Directory, Microsoft Server 2003/2008, WSUS server, Application (IIS) server and print server.

•Worked with Vendors (Microsoft, HP, IBM) to ensure adherence to SLA and proactive coordination in asset management to mitigate any client infra and data centre outage.

•End to End implementation of client infrastructure requirements (Installation, Maintenance, Support and upgrades)

•Drove the completion of total enterprise-wide Infrastructure hardware upgrades for existing client’s resulting in improved consistency and accessibility of data.

PREVIOUS EXPERIENCE

Role: TECHNICAL CONSULTANT Company: Impex Engineers November 2005 – May 2007

Role: WINDOWS ADMINISTRATOR Company: Michael Music Pvt. Ltd March 2002 – October 2005

EDUCATION

Executive MBA in General Management • ITM Education • Mumbai

Bachelors in Electronic Commerce • Guru Gobind Singh University • Mumbai

CERTIFICATION

•EMC Certified Cloud Architect (EMCCA)

•Six Sigma Green Belt and Yellow Belt

•ITIL V3 Foundation 2011

•Undergoing Azure Solutions Architect Expert certification and training.

TECHNICAL SKILLS

•Operating Systems: Windows 2000/2003/2008/2012

•Virtualization Tools: Azure and VMware vSphere 5.5

•Application Software: System Centre Configuration Manager (SCCM), V-Centre

•ITSM Tool: Service Now

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