Arafath Baig M Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

. Spearheading delivery of IT Service Management (ITSM) solutions, managing a team of billable 20+ BMC Consultants across India and Mexico resources aligned with BMC specific technology.. Responsible for setting up new Professional Services Practice in Guadalajara,Mexico as part of Strategic LATAM Expansion to increase Consulting and Managed services business.. Responsible for implementing a performance management framework encompassing regular reviews and rewards & recognition programs. Led continuous coaching and development of team members, providing strategic leadership to a team of professionals.. Fostered a culture of innovation, learning, and collaboration within the practice, driving overall team success and engagement.. Providing leadership & guidance to a team of professionals, fostering a culture of innovation, learning, and collaboration within the practice.. Crafting compelling Statements of Work (SOWs) for diverse opportunities, ranging from Small projects to million-dollar deals.. Collaborating with resource management to confirm optimal team composition, involving identification & nomination of skilled individuals internal or vendor for new and ongoing Projects based on project requirements.. Driving team success by focusing on key metrics such as Utilization, Customer Satisfaction, and alignment with business unit KPI's.. Balanced Utilization Targets and development plans to keep skills updated of the consultants.. Accountable for comprehensive IT Service Management, encompassing all ITIL processes, service operations, operational quality management oversight, continuous service improvement, and supplier operational governance.. Spearheaded the adoption of BMC's Subscription Management strategy for new and existing managed services customers, resulting in increase of USD $2-3 million in gross signings for Year 2023 to date.

Bengaluru, Karnataka, India

* Supervised an offshore delivery team of 8+ technical consultants for an AMS (Application Managed Services) BMC ITSM engagement for a leading Automobile and Financial Services Company.* Managed a USD $4.5 Million Budget for Managed Services Delivery. * Responsible for accurate revenue forecasting, monthly/quarterly revenue close or as defined in the SOW's and also maintaining project margin.* Converted customer pain points and drove BMC Product Adoption and Utilization by 30% and also leading to Customer CSAT Score of 9/10.* Collaborated with Sales/Account and Customer Success team for further growth/Opportunities on the account.* Managed end-to-end governance, delivering on-time status reports, and conducting monthly and quarterly meetings with stakeholders.* Exceeded customer expectations with meeting all deliverables and maintaining SLA of 99%.* Responsible for creating and maintaining project management deliverables.* Drove an automation project that led to a 90% reduction in Service Desk ITSM access requests for the customer.* Successfully transitioned ITSM backlog items from Waterfall to Agile methodologies,enhancing flexibility and improving project delivery efficiency by 40%, reducing delivery time from months to weeks.

Bengaluru, Karnataka, India

* Served as the Primary Operational point of contact for the customer and also scoping and architecting for customer environment and providing high level design documents of BMC ITSM,CMDB,Chatbot,Digital Workspace,Service Level Management.* Acted as a technical mentor/SME and provided technical advice, guidance, and expertise regarding best practices.* Worked with SAAS Customer Support Team/R&D for product related issues.* Drive Change Management and lead CAB Meetings for implementation of BMC Customizations and Configuration.* Implemented a continuous improvement program that reduced process downtime by 30%.* Contributing Innovation Ideas to BMC Communities/Management and Promoting harvesting.* Sharing project successes and critical learnings with the BMC Community at large.* Executed Remedy ITSM upgrades and offered post-upgrade support.* Finalized requirements & crafting integration designs for BMC ITSM Solutions.

Bengaluru Area, India

* Experienced in handling all BAU tickets and Standard Changes on BMCRemedy.* Provide user and application support on BMC Remedy ITSM suite ofapplications.* Configuring BMC ITSM Foundation data.* Configuring BMC SLM Service Targets and Building them.* Configuring Incident Templates, Assignment Rules, Sites, SurveyQuestions.* Configuring SRM Module and templates.* Worked on CMDB and Asset Management configuring CI’s, Creating* Relationships among CI’s and Reconciliation Jobs.* Creating Standard Operational Procedure (SOPs) Documents for all the* Standard Changes being performed on daily basis.* Basic Knowledge on BMC Remedy Development and Bug Fixes.* Basic Knowledge on Log Analysis.* Involved in Release process of change requests in production/UAT/DEV.* Provided support for all the escalated and live issues.* Handled the Standard CR's individually and also provided support for the team members in fixing up their issues.* Provided Application Support during Outage and Degrade.* Interacting with SMEs (Subject-Matter Experts) to gather more informationin regards with Technical issues faced.* Training and Mentoring of New Joiners on L1 Administration Work andProcess Defined by the Client.

Bengaluru Area, India

* Achieved a 95% customer satisfaction rate by resolving 100+ thermostat issues weekly through technical phone support.* Delivered technical support via phone and email to 200+ customers with VMWare licenses.

Bachelor'S Degree, Electrical, Electronics And Communications Engineering, 70%

Organizational Leadership

Pg Program In Ai For Leaders, Artificial Intelligence, 4.27