Adnan Sayyed
ITIL Consultant
Pune
Summary of Career
1. Result-oriented Professional with extensive experience of over 9yearsin multiple phases of Service Management, ITIL Strategies, Lean Six Sigma Methodology, Audit & Analysis and Operations Management
2. Rich experience & year-on-year success inIT Service Management, ITIL V3 Service Strategy, Design, SLA Adherence, Transition & Operation, Service Improvement Plans (SIP) and Business Process Management
3. Effective in managing high severity incidents to ensure service availability with minimal delay & impact, towards ensuring smooth operations of an infrastructure environment
4. Insightful cross-cultural exposure while working with geographically diversified & multi-functional teams for sharing information, identifying mutual goals and inspire & influence others to mobilize & achieve shared goals
5. Expertise in implementing strategic plans for information systems & technology solutions, extending ITIL Service Support in Incident, Problem, Change, Release and Configuration Management
6. Acted as the Escalation Gate from Service Delivery& operations for issues related to vendor or partner and resolving customer complaints
7. Coordinated with various technical teams working on several technologies with working knowledge onOracle CRM, BMC Remedy, CA Service Desk (SDM) and ServiceNow
8. Team-based working style coupled with the zeal to improve individual performance with exceptional negotiations, persuasion & servicing skills; currently leading a team of 5 Incident Managers, 2 Change Managers and 1 Problem Manager
9. ITIL Framework & Strategies Change/Problem/Incident Mgmt.
10. Service Level Management Business Continuity Management
Experience as Service Desk Manager - Incident Manager
16 March 2012
19 February 2016
Tata Communications Transformation Service Ltd., Pune Mar’12 – Feb’17
Growth Path:
Mar’12 – Apr’14 Service Desk Executive
Apr’14 – Feb’15 Service Desk Lead
Mar’15 – Feb’17 Incident Manager /ISO 9001 – QMS Auditee
Highlights :
Managed the process to restore normal service operation to minimize the impact of outages to business operations
Prioritized and handled incidents from end-to-end as per Incident Management Process and initiated bridge calls as and when require to resolve complex incidents
Acted as a point of contact for all major incidents and ensured adherence to SLAs & closure of all resolved & end-user confirmed incident records
Implemented QMS ISO9001:2015 standard across the project and maintained quality documents of various teams & processes
Provided awareness sessions on ISO 9001, ISO 14001, BS18001, ISO 22301, conducted assessments and preserved it for external audit purpose
Participated in monthly audit council meeting; successfully completed 2 internal audits & 2 external audits without any non-compliance for the project
Coordinated with Technical Teams on networking technologies such as IP, Transmission, Voice, Radio Frequency; managed 40 incidents at a time and providing supported enterprise customer of the company in South Africa
Experience as ITIL LEAD
16 March 2016
30 April 2019
ATOS India Ltd., Pune as Lead – IT Service Management Mar’17 – Apr’19
Key Result Areas:
Leading team of 5 Incident Managers, 2 Change Managers and 1 Problem Manager.
Chairing daily, weekly & monthly sync up calls with Clients, Senior Management and Stakeholders and preparing weekly & monthly dashboards for Incident, Change & Problem Process for review
Tracking and Monitoring SLA/KPI for incident, change and problems to achieve it for the month
Registered Continuous Service Improvement to improve Quality of the service
Monitoring the CMDB updates requests, updating CIs in CMDB and coordinating the change completion with respective Technical Teams
Performing impact analysis of changes on production such as new project, implementation of new release on existing application and system maintenance
Analyzing the trends that occurred within Incident Management& create problem tickets for root cause analysis
Managing high-ageing tickets for closure by understanding the cause of the delay and KEDB for immediate resolution to known issues
Maintaining Risk and Issue Register to close process gaps.
Leading high performing service support functions including IT Service Desk, Digital L2 web Support and L3 Support; acting as the owner of Incident, Request, Change & Escalation Processes, ensuring accurate reporting and establishing service improvement activities
Acting as the owner of escalation process and taking ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
Conducting demand analysis, resource planning, skill & capability enhancements and mentoring team members for performance improvement & career development
Supervising teams in driving evaluation, deployment, and management of IT systems across the organization to improve operational efficiency, optimize service delivery, and lower costs
Experience as ITIL Service Level Manager
Wipro limited
10 June 2019
Key Result Areas:
Responsible for negotiating Service Level Agreements and ensuring that all service level agreements (SLAs) for project are delivered according to specifications.
Negotiating and agreeing that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.
Monitoring and reporting on all SLA,CPI and KPI.
Analyzing breached SLA and discussing penalty exemption with clients.
Initiating and tracking Earn Back process for penalties imposed on breached SLA.
Coordinating with internal technical towers to track SLAs and reviewing the performance weekly and monthly.
Bachelor 01 May 2009
B.Commerce