Feroze Khan, Pmp, Csm Email & Phone Number

Toronto

Toronto, Canada

Managed multiple IT global service delivery, including IT Infrastructure, cloud computing, SAP S4 Hana, Sybase, MS SQL and web support, met and exceeded SLA levels.Client Support: Single point of contact accountable for overall delivery of service and programs. Ensuring client satisfaction is achieved through proactive interfacing, problem assessment, prompt determination of corrective actions, followed-up with internal and external stakeholders, ensuring all SLO and SLA were achieved.… Show more Managed multiple IT global service delivery, including IT Infrastructure, cloud computing, SAP S4 Hana, Sybase, MS SQL and web support, met and exceeded SLA levels.Client Support: Single point of contact accountable for overall delivery of service and programs. Ensuring client satisfaction is achieved through proactive interfacing, problem assessment, prompt determination of corrective actions, followed-up with internal and external stakeholders, ensuring all SLO and SLA were achieved. Maintained customers' existing revenue spend and strategically upsell additional product and services.Project Management: Responsible and accountable for coordinated management of multiple cloud transformation and SAP infrastructure projects. Built credibility, established rapport, and maintained communication with stakeholders at multiple levels, including external partners and 3rd party vendors. Coached, mentored and led personnel within technical team environment.Team Management: Managed global matrix Account Service Team (UNIX/Linux, Windows, VMware, Storage, Backup Network and Application) and Project Managers located in APJ, EMEA and Americas. Provided hands-on leadership, coaching and guidance. Developed continuous process improvement strategies. Directed change, incidents, and facilitated communication. Managed third-party vendor relationships. Show less

Toronto, Canada

Managed 32 Level 3 support engineers. Satisfied organizational goals and contractual commitments (budget, costs, service delivery). Collaborated effectively with senior management. Supported more than 2800 servers in multiple data centers, local and remote. Client Support: Developed and nurtured customer satisfaction while ensuring compliance with HP and customer human resources policies and procedures.Team Management: Managed 32 Level 3 support engineers workloads. Coached and… Show more Managed 32 Level 3 support engineers. Satisfied organizational goals and contractual commitments (budget, costs, service delivery). Collaborated effectively with senior management. Supported more than 2800 servers in multiple data centers, local and remote. Client Support: Developed and nurtured customer satisfaction while ensuring compliance with HP and customer human resources policies and procedures.Team Management: Managed 32 Level 3 support engineers workloads. Coached and mentored platform teams (UNIX/Linux, Windows, VMware, Storage, Backup/Recovery). Managed Level 1, Level 2, and Level 3 relationships. Managed budgets. Responsible for recruiting, management and career development of Level 3 support staff. Managed performance, reporting, escalation, and communication. Ensured established processes were followed.Project Management: Collaborated with PMO on project prioritization. Managed project resource's workloads. Ensured the project resources understood their tasks and responsibilities. Show less

Toronto, Canada

Provided technical direction and expertise to global support team, managed projects and ensured operational excellence and contractual obligations were fulfilled.Client Support: Cultivated excellent customer relationships for service delivery activities, identifying and resolving customer concerns promptly and efficiently. Subject matter expert (SME).Operations Management: Prepared regular operational reports on account health. Led corrective action initiatives. Drove… Show more Provided technical direction and expertise to global support team, managed projects and ensured operational excellence and contractual obligations were fulfilled.Client Support: Cultivated excellent customer relationships for service delivery activities, identifying and resolving customer concerns promptly and efficiently. Subject matter expert (SME).Operations Management: Prepared regular operational reports on account health. Led corrective action initiatives. Drove standardization and consistent service delivery. Managed complex technical changes in customer environment. Implemented ITIL Change, Incident and Problem management processes.Project Management: Planned end-to-end aspects of project development. Defined scope, objectives, deliverable, identified resources, developed schedules, coordinated activities and managed dependencies. Show less

Mississauga, Canada

Launched transportation business, providing exceptional client service, maintaining high performance standards, and effectively managing budget and finances. Trained self-motivated, customer-focused staff to work with minimal supervision.

Toronto, Canada

Managed a team of five UNIX/HA design and implementation specialists, performing detail design and building of SAP high available mission critical infrastructure leveraging cutting edge technology namely HP Superdomes, RP 7400, XP Storage Arrays, EMC Storage Systems, MC/ServiceGuard and Omniback II/ Data Protector and HP-UX . My core responsibilities were:Provided technical leadership and core technical expertise for complex mission critical SAP infrastructure.Led and coached… Show more Managed a team of five UNIX/HA design and implementation specialists, performing detail design and building of SAP high available mission critical infrastructure leveraging cutting edge technology namely HP Superdomes, RP 7400, XP Storage Arrays, EMC Storage Systems, MC/ServiceGuard and Omniback II/ Data Protector and HP-UX . My core responsibilities were:Provided technical leadership and core technical expertise for complex mission critical SAP infrastructure.Led and coached the UNIX team to design, implement, test and document various UNIX High Availability solutions in the ERP SAP environment.Responsible for the day to day operational delivery, including incident, problem and change management (as per the ITSM model). Established team targets and ensure the delivery of service.Analyzed and assess skill gaps and developed training plans for the team members.Provided reports to upper management on project progress and operational activities.Ensured that UNIX solutions were designed, implemented, tested and documented.Planed project execution with the team and established delivery schedules.Managed the deployment of SAP infrastructure projects from initiation to closure. Show less

Toronto, Canada

My responsibilities were:Developed and designed High Availability solutions based on Customer needs and Architectural design.Led UNIX technical team through deployment cycle.Interfaced with account managers to provide effort estimates for proposed solutions.Mentored and transferred knowledge to Operation team.Provided detail design for 99.95% system availability for SAP environment.

Toronto, Canada