Imran
Information Technology Specialist
Dubai
Summary of Career
1. IT Service Performance Management Expert - lead the designing, implementation & management of the overall ITIL/ITSM Processes & Service Management Standards & Frameworks.
2. Operations Manager (ITSM)- Acted as a custodian & leader for IT Services & accountable for Quality delivery of end-to-end IT Services (Incident, Problem, Change & CMDB Management processes) that are successfully transitioned into operations.
3. Technology Quality Manager-collaborated with functional leads to design, re-engineer, implement a technology quality framework for development, validation & release of products & software solutions.
4. ITIL-ITSM Consultant, Quality Assurance and Process Coach-for taking up key responsibilities such as chairing the GE Oil & Gas, Energy, and Aviation business cab & ops calls & working on ERP changes to name a few.
5. Store Lead-Stock management and Stock take management (STM).
6. Recognized to build a strong relationship with main stakeholders & customers across all IT divisions & business units to manage day-to-day operations. Engaged with the Leadership Teams in strategic planning for the development of IT Services frameworks, establishing new initiatives, ensured consistency in development & enhanced operations by studying emerging methods, products & services.
7. Acted as a focal point between the business and the IT divisions, Stakeholders, Process Owners & vendor support teams to answer any queries, handle escalations, & complaints regarding IT Services at an operational level.
8. Evaluated IT Services to identify gaps & inconsistencies in the Service architectural design, derived process maturity level, proposed improvements, defined service quality standard frameworks, metrics & roadmap with clear milestones. Gained consensus from main stakeholders to ensure enhancements are well integrated with the IT strategic plan & follow-up with a commitment to seeing open issues through to complete resolution.
9. Acted as CAPA Lead, responsible to review & approve the RCA report of Incidents, provided managerial support with particular emphasis on the appropriate description of the issues, accurate classification & prioritization.
10. Coordinated with resolver teams to deep-dive into the reported incidents & problems to “Get to the bottom of it” and “Make sure this doesn’t happen again”. Consulted the appropriateness & sustainability of Corrective & Preventive (CAPA) actions with realistic timelines for prompt execution.
Bronze award by the Senior Manager IT services, for taking up key responsibilities such as chairing the GE Oil & Gas, Energy, and Aviation business cab & ops calls & working on ERP changes to name a few. Awarded 2 bronze by the Vice President IT services Genpact, for my outstanding performance as a process coach and maintaining a high-quality standard. Recognized by PAREXEL Manager Discretionary program for exhibiting the “Open Communications PAREXEL corporate values, Client Service and Quality PAREXEL corporate values. Extra Miler Awards and recognition by Management for handling the new business transitions and achieve a high number of TOP2BOX customer VOC (voice of customer). Recognized as a Champion of ITIL/ITSM processes, initiatives & improvements throughout the APAC region.
Experience as ITSM Consultant
09 July 2007
09 February 2012
v Bronze award by the Senior Manager IT services, for taking up key responsibilities such as chairing the GE Oil & Gas, Energy, and Aviation business cab & ops calls & working on ERP changes to name a few.
v Awarded 2 bronze by the Vice President IT services Genpact, for my outstanding performance as a process coach and maintaining a high-quality standard.
• Ensured Incident & Change Management processes are being adhered to Service Level Agreement (SLA).
• Facilitated the Service Transition, Migration & Merger & coordinated with onsite for processes harmonization.
• Ensuring the configuration information remains accurate in the light of changes to infrastructure, applications &
services, making all updates in a strictly controlled manner.
• Managed Emergency/Preventive, Major/Minor or Standard changes for GE Energy and Aviation business.
• Ensured correct approval process is followed for all changes & quality standards are met on all RFC requests.
• Facilitated failed Change reviews where appropriate & conduct PIR meeting to determine the RFC defects
& study through as lessons learned for continually improve the change management process.
• Executed the Incident Management process tasks in adherence to agreed SLAs and established high standards for effective communication with customers. Responded to users’ escalations and engaged in
functional/technical escalation and service delivery management as required.
• Liaise with Cisco network engineers & NOC team in solving and preventing data outages & created an
effective network & intranet that can support organization needs.
• Mentored team of 70+ GE helpdesk agents in providing technical and non-technical training to resolve Incidents
& provide soft skills training to improve service efficiency.
• Addressed customer issues & service requests, manage Active Directory, software or Hardware-related issue
and consult with the technical team in providing solutions in adherence to delivery schedules.
• Liaised with support Quality and Training Manager, Operations Manager, Supervisors, Leads, and employees; this
included general collaboration and troubleshooting.
• Delivered hyper care reports & build an action plan for high/medium risk agents. Ensured resources are
available for the team to ensure coverage & to prevent delays in response to issues.
Experience as Technology Quality Manager
PAREXEL International
13 February 2012
19 July 2017
v Recognized by PAREXEL Manager Discretionary program for exhibiting the “Open Communications PAREXEL corporate values, Client Service and Quality PAREXEL corporate values.
v Extra Miler Awards and recognition by Management for handling the new business transitions and achieve a high number of TOP2BOX customer VOC (voice of customer).
• As a continuous process enhancement leader, I collaborated with functional leads to design, re-engineer, implement a technology quality framework for development, validation & release of products & software solutions.
• Managed IT Compliance projects & accountable for validation, consultation & advice CSV team responsible for assigned IT Operations & Systems for EMEA & APAC region. Post Software System validation check, created
System Maintenance Plan report and issue a Compliance Certificate for IT Systems.
• Hosted internal & external sponsor audits which included creating audits finding reports, closing out
audit findings, and determine proper corrective and preventive actions.
• Created a new WW team of Technology Support Quality Management for the Systems & Infrastructure in
operation: IT Application Support, IT Operations, IT Infrastructure, Network Operating Centre (NOC), Service
Desk & Customer Care Services.
• Managed the release management lifecycle by ensuring all new product releases are deployed into the production
environment with no adverse impact to the customer operations. Ensured that the System Name Version Location
has been validated through IQ, OQ & PQ testing phases & any deviations found during testing phases are resolved.
• Provided guidance, consultation & overall expertise to project teams & validation leads in support of validation activities. Additionally, provided input & monitored compliance with applicable organization documents, process plans with objectives, standards (SLA) & requirements of the clients & activities to ensure validation
state for a project.
• Delivered enhancements in the subject area including interaction with client end-users, requirement gathering,
Functional Specification documentation development, Unit Testing/Functional Testing/UAT, access & permission controls, logical & physical security.
Experience as Operations Manager ITSM
31 July 2017
31 December 2018
v Recognized as a Champion of ITIL/ITSM processes, initiatives & improvements throughout the APAC region. v Greenbelt project to reduce average lead time of problem handling from 90 days to 30 days.
• Acted as a custodian & leader for IT Services & accountable for Quality delivery of end-to-end IT Services
(Incident, Problem, Change & CMDB Management processes) that are successfully transitioned into operations.
• Owned Incident, Problem & Change management processes - Analyze & design IT Service management
processes, utilize the Incident & change in process management reporting system to monitor and track changes.
• As IT Infrastructure and Operations Manager supervised IT operational capability to manage process efficiently & restored IT services in the event of an enterprise major incidents, system outage/disaster recovery.
• Acted as CAPA Lead, responsible to review & approve the RCA report of Incidents, provided managerial support
with particular emphasis on the appropriate description of the issues, accurate classification & prioritization.
• Pro-actively monitored quality standards at regular intervals & updated main stakeholders, resolved issues and
initiated corrective actions as appropriate by following with the governance arrangements.
• Coordinated with resolver teams to deep-dive into the reported incidents & problems to “Get to the bottom of it” and “Make sure this doesn’t happen again”. Consulted the appropriateness & sustainability of
Corrective & Preventive (CAPA) actions with realistic timelines for prompt execution.
• Ensured to implement lean & agile methodology and frameworks (ITIL/ISO standards) across IT & Quality
Services for ITSM processes Incidents, Service Request, Problem, CMDB, Release & Change Management.
• As part of team engagement activity facilitated workshops with internal & external service providers to discuss achievements, bottlenecks/roadblocks/performance issues faced in getting the resolutions & perform
brainstorming sessions to come-up ideas resulting in sustainable solutions to the problems.
• Conducted roadshows to create awareness amongst the end-users & educated them on scope of support IT Services Management provides & kept them informed of incident progress, impending changes or agreed outages.
• Developed & maintained SIAM operating model with IT leaders, Process owners & vendors reflecting a clear understanding of business needs, negotiated & agreed on contracts with suppliers which ensured cost-
effective delivery of IT Services & responded with agility to changing business priorities.
• Extracted data from BMC remedy tool for reporting on operational metrics & KPIs to improve process efficiency. Instigated Process Compliance Check on the service providers & conducted regular performance review meetings
with all stakeholders to ensured Technical teams are meeting the procedural requirements & Quality Standards.
• Provided leadership & direction to the reporting team in assessment services & perform Line Management duties. Responsible for people management with specific reference to managing the growth & development of
the people working in the team (training career planning & certification, rewards & employee engagement).
Experience as IT Service Performance Management Expert
Novartis Healthcare Pvt Ltd
21 January 2019
31 July 2019
v As a Service Performance Expert lead the designing, implementation & management of the overall ITIL/ITSM Processes & Service Management Standards & Frameworks.
v Boosted ITIL/ITSM processes effectiveness & efficiency by providing tactical business intelligence, IT solutions, implemented best practices, methodologies & defined business requirements to translate into CTQs.
• Recognized to build a strong relationship with main stakeholders & customers across all IT divisions & business units to manage day-to-day operations. Engaged with the Leadership Teams in strategic planning for the development of IT Services frameworks, establishing new initiatives, ensured consistency in development &
enhanced operations by studying emerging methods, products & services.
• Acted as a focal point between the business and the IT divisions, Stakeholders, Process Owners & vendor support
teams to answer any queries, handle escalations, & complaints regarding IT Services at an operational level.
• Evaluated IT Services to identify gaps & inconsistencies in the Service architectural design, derived process maturity level, proposed improvements, defined service quality standard frameworks, metrics & roadmap with clear milestones. Gained consensus from main stakeholders to ensure enhancements are well integrated with the IT strategic plan & follow-up with a commitment to seeing open issues through to complete resolution.
• Ensured accuracy within Service Catalog & experienced to define, negotiate, agree & document SLAs, OLAs & underpinning contracts with internal/external service providers. Ensured compliance with defined standards & procedures, reflecting stakeholder requirements to reduce risk, questioned & challenged any
deviations, & escalated if required to foster partnered approach.
• Alongside the business identified high risk & value-add improvements for ITSM processes architecture: Creation
of controlled documents i.e. policies & processes required to deploy, manage and improve IT Services,
SOP’s, manuals, runbooks & other adjunct documents, that institutionalize an effective & uniform approach.
• Delivered Continual Service Improvement (CSI) maturation project by adopting the Capability Maturity Model Integration (CMMI) process. Conducted Operational Service review meetings with Service delivery managers & tier 1 vendor to assess the As-Is process & derived the To-Be process. Defined a mechanism to drive process maturity, oversee all ITIL/ITSM processes, defined workflows for review & approvals & highlight
improvement opportunities for IT functional or cross-functional systems and Services.
• As Process Expert (SME), handled ITIL/ITSM processes optimization & integration from BMC Remedy to ServiceNow tool that included full assessments, processes architectural design, liaise with Stakeholders & Users to gather requirements & create users’ stories, plan, & implement requirements by ensuring all processes are properly interfaced at an operational level. Coordinated regularly with main stakeholders, process owners &
Technical development teams to exchange inputs & provide ongoing support.
• Established Processes Governance to have controlled & uniform processes design across IT Services within
the organization. Examined trends in IT Services performance in jeopardy of missing SLAs, & performed further data analysis to successfully re-organize & strengthen the operations by providing recommendations to implement reliable & cost-effective solutions to ensure on-time delivery for fast-paced working environments.
• Engaged correct Stakeholders during the project lifecycle, collaborated to establish clear communication channel, ensured adherence to set targets i.e. performed risk/impact assessments, mitigation planning, reviewed issues & change requests regularly to have on-time, in-quality & on-cost values of projects intact.
• Designed & implemented the Customer Feedback framework for IT services & drove Customer Satisfaction Survey at relationship level. Recognized by management for achieving the goals & objectives of enhancing the quality of IT Services which resulted in significant improvement in overall CSaT & NPS score.
• Maintained overall Service Monitoring & Reporting schedule: Facilitated the creation of service dashboard for Leadership Teams to showcase IT Service performance. Defined & documented the global standard KPIs & ensured data integrity in reporting & complying with policies & procedures agreed for processes executions to deliver First Time Quality (FTQ).
Master 14 June 2005
M.Sc. Computer Science, Middlesex University, London, England, United Kingdom.Bachelor 09 May 2001
Bachelor’s in Computer Applications (B.C.A), Osmania University, Hyderabad, India.Other 10 July 2003
Diploma in Information Technology, London College of Management Sciences, London, UK