Olieth Mohamed Fahad Email and Phone Number
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A versatile business professional with over 15+ years of experience in managing the end-to-end delivery of Infrastructure Services and providing technical and operational leadership for the adoption of ITI and ITSM processes and tools.★ Proficient in ITES-related fields, including BPO technical support, corporate training, ITO service desk, and core ITO.★ An articulate and driven leader with high energy and an engaging personality.➤ WHERE CAN I ADD VALUE● Certified in Prince2 Foundation & Practitioner, Six Sigma Green Belt, ITIL V3 & ITSM SO Certifications.● Distinguished member of the Business Intelligence Team, travelled across EMEA (Spain & UK) and AMER (USA) for new project sales, CRM, and end-to-end transitions from one time zone to another with record timelines.● Strong capabilities in leading the requirements, architecture, and design of IT infrastructure solutions.● Technocrat in providing technical support for issues arising from scope or design changes; implementing IT governance within the department and conducting audits to identify and mitigate risk factors.➤ KEY ACHIEVEMENTS● Eminently recognized in transitioning from current to future business operations; transforming required processes, tools, and environment from the "present" state to the agreed "future" state; strategized the establishment of GOC centres in Pune and Sri Lanka.● Accomplished the architecture strategic vision, roadmap, rules, and principles , incorporated into actual projects, as well as designing solutions for operational excellence and process simplification.● Resilient in applying ITIL concepts; ensuring that the Incident/Change/Problem Management process achieves its objectives; restoring normal service as quickly as possible based on the customer's perspective and within defined SLAs.● Demonstrated abilities to manage communication for high-priority incidents and service disruptions in infrastructure in a 24x7 (onshore and offshore) environment; increased the efficiency and effectiveness of the incident management process.✎ About MeA proven leader capable of leading teams through the project phase, staffing, training, and guiding team members, as well as enabling knowledge sharing among team members for the purpose of delivering BAU support and projects.📧 Do reach me out at: fahad079@gmail.com
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Release Lead - Senior Project ManagerAnzBengaluru, Ka, In -
Assistant DirectorEy Sep 2024 - PresentPune, Maharashtra, India -
Service Delivery ManagerEy May 2022 - Sep 2024Pune, Maharashtra, India1. Support the development and deployment of a cohesive “best practice” Service Delivery Management capability for all Systems & Services that ensures an effective end-to-end support service for each application or service.2. Deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.3. Be accountable for the transparent end to end delivery of service to customers and clients to the SLA’s, OLA’s, and contractual commitments.4. Act as an accountable point contact and escalation for customer and client leadership for EY’s Service Delivery. Responsible for implementation, effective and efficient execution and usage of EY’s Service Management processes and framework to deliver to the agreed Service Levels and contractual commitments.5. Manage communication to Client, EY and regional leadership during critical situations. Manage concerns and provide updates to the Client account team and executives.6. Have extensive knowledge of EY service lines, organizations, opportunities and deliver highly valuable business outcomes from that knowledge.7. Develop innovative solutions to problems without precedent. Invent new processes to achieve EY strategic business objectives that align to Client’s customer experience and to improve business performance.8. Delivery of the EY Service management cost case for the engagement, finding opportunities for improvement both in area and globally to deliver a culture of continuous improvement.9. Enable the ongoing transition and transformation of Services in their area. Act as the change agent through promotion of the target operating model and the EY strategy.10. Responsible for ensuring that Client’s regional/local points of view are represented in all major transformation projects.
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Senior Technical Service EngineerBp Sep 2021 - May 2022Pune, Maharashtra, India Take the lead to manage resolution of major incidents impacting BP Take responsibility for investigation, diagnosis and resolution of major incidents Ensure progress assessment on major incidents, making appropriate interventions, directing and facilitating resolution activity. Ensuring appropriate escalation within resolution teams and service management at their discretion during a major incident Manage the quality of communications to stakeholders ensuring that major incident communications are relevant, concise, and timely. Collaborate with Service Management teams to ensure that incidents, problems, and changes are defined & understood to enable faster response to incidents. Ensure adherence to major incident management process, accurate reflection of actions of major incident and problem records, and that changes to Configuration Items are recorded Work as part of the Major Incident Management team to ensure team performance Manage the Service Performance and relevant reporting activities related to the services/products offered and help advance bp’s technology-related transformation drawing meaningful insights from data and supporting innovation and delivery of iterative solutions. Protect, evolve, innovate, enhance, and optimise the services managed, the products offered and the overall customer experience. Participate in the capacity as a citizen developer to develop no-code, low-code digital product to drive service automation in support of bp’s digitalisation journey. Contribute to community knowledge sharing and drive a culture of continuous improvement within your team Build awareness of internal and external technology developments; manage the delivery of process and system improvements -
It Enterprise Service Technology ManagerWells Fargo Dec 2015 - Sep 2021Bengaluru Area, India★ Providing ITES support to users and business partners (Level 1 & 2), as well as developing roadmaps for IT infrastructure, disaster recovery & business continuity plans, and asset management, among other things, in order to reduce infrastructure's overall operational costs.➤ KEY RESULT AREAS● Managing a team of information technology professionals by establishing objectives, establishing metric criteria, analysing data, establishing IT budgets, and monitoring server system operations for risks.● Creating reports such as TC Contacts, Agent Signon Reports, Agent Aspect Reports, Agent Full Version Reports, and Call Avoidance Reports, among others (Stack Reports).● Monitoring the implementation of policies, processes, procedures, and controls to ensure that associated risks and impacts are identified, mitigated, and addressed proactively in accordance with the company's global policies.● Contributing as the Employee Engagement Lead and leading the Employee Engagement Team at the location.● Analyzing the technology ecosystem on a regular basis in order to identify new technologies and make recommendations to the business.● Overseeing multiple storage operations and projects, including data migrations, storage provisioning, virtualization, performance tuning, and maintenance, as well as troubleshooting issues in the environment.● Sustaining critical programme performance data for evaluation purposes in order to facilitate key decision-making regarding programme performance analysis.● Monitoring SLAs, timely resolution of priority tickets, escalations, implementation and migration of systems to upgraded versions to maximise efficiency in various operations.● Managed Compliance to a consistent state of compliance and adherence to information technology security policies and procedures for evaluating the design and documentation of technical environments.● Actively contributing to the end-to-end processes for New Project Transition and Setup. -
It Enterprise Service Delivery/Project Manager & Business Intelligence ManagerMphasis An Hp Company Feb 2013 - Feb 2015Pune Area, India● Managed business intelligence work for 20+ AMER, EMEA, and APAC region clients, including setting pre-sales KPIs, solution dashboards, transition management, and CRM management.Guaranteed that receivables were collected on time 100 percent of the time; maintained margins greater than 45 percent through a bottom-heavy staffing pyramid, seat utilisation optimization, and other cost-cutting measures.● Spearheaded ITO operations for Mphasis's Colombo and Pune (EON) locations; conducted stakeholder reviews and Town halls/Open houses.● Orchestrated the migration of 36 FTE from one airline client and seven regions to the Pune Center; managed the migration end-to-end, earning the Mphasis Global Delivery Award for Delivery Par Excellence during the transition. ● Individually led the Colombo site's setup, which included facility readiness, talent recruitment and training, business development, project allocation, and BAU delivery.● Steered the 6 in a box Transition (2010), where he led the GOC leg of a transition involving multiple incumbents/partners, including due diligence, knowledge transfer, and tool onboarding through BAU.● EMEA Migration Strategy (2009); led the migration of 32 FTEs of leveraged business across 112 client entities and seven regions to the Pune Center.● Formed the Pune GOC Center; relocated from Bangalore to establish a 380-seater centre in Pune and kick off operations.● Organized the establishment of the GOC service line (2008); worked as a team member to establish & grow the remote monitoring and management service line from start to annual revenue of 16 million USD for ITO.● Participated in a pilot that implemented service desk processes for the Bangalore site's establishment in 2007; provided knowledge transfer/training to 55 resources.● Managed the performance of 70 FTEs; established credibility as a high-trust/responsive leader for the majority of GOC (600 FTEs) through a high level of connect, ownership, & openness. -
It Enterprise Operations Delivery Manager & Site LeaderMphasis Jan 2010 - Feb 2013Pune Area, India● Steered GOC delivery, operations, and financial management for five clients; managed six team leads and 70 full-time employees across Pune, Colombo, and Bangalore. Directed the delivery of 30% of ITO GOC service lines; consistently earned best-in-class quarterly ASAT scores of >4/5 on all accounts and 5/5 on one account.● Attributed as the ITO Site Leader for the Pune EON (49 FTE) and the Colombo EON (49 FTE) (45 FTE).● Assumed the role of ITO Site Leader for 70 FTE across Pune and Colombo Bangalore for the Pune EON (49 FTE) and Colombo EON (45 FTE).
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It Enterprise Operations Team Lead & Transition LeadMphasis Jan 2009 - Jan 2010Bengaluru Area, India● Individually led the migration and delivery of 45 FTE HP EMEA (Zaragoza) to the Pune Center.● Endorsed the migration of 68 FTEs from HP's Americas centres in Brazil and Plano, Texas, as well as team management, to Mphasis's ITO centres in Bangalore and Pune.
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Ito Sd Trainer - New Hire Technical TrainingMphasis Jan 2008 - Jan 2009Bengaluru Area, India● Spearheaded Orientation to Tools and Technology for new hires, Provided process-specific training for three projects; Service Center and IMAC training for specific projects.
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Ito Sd Technical Support Subject Matter ExpertMphasis Dec 2006 - Jan 2008Bengaluru, Karnataka, India● Delivered initial support and escalated troubleshooting for ISP users based in the United States. Provided nesting and buddy support to new hires in AHT, Sales, Quality, and Customer Satisfaction.
Olieth Mohamed Fahad Skills
Olieth Mohamed Fahad Education Details
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Business Administration And Management, General -
N.T.T.FA -
St JoshepsComputer And Information Sciences And Support Services
Frequently Asked Questions about Olieth Mohamed Fahad
What company does Olieth Mohamed Fahad work for?
Olieth Mohamed Fahad works for Anz
What is Olieth Mohamed Fahad's role at the current company?
Olieth Mohamed Fahad's current role is Release Lead - Senior Project Manager.
What is Olieth Mohamed Fahad's email address?
Olieth Mohamed Fahad's email address is ol****@****rgo.com
What schools did Olieth Mohamed Fahad attend?
Olieth Mohamed Fahad attended Alliance University, N.t.t.f, St Josheps.
What are some of Olieth Mohamed Fahad's interests?
Olieth Mohamed Fahad has interest in Volleyball, Social Services, Children, Badminton, Environment, Keen Interest In All Sports, Basketball, Cricket, Human Rights, Table Tennis Etc.
What skills is Olieth Mohamed Fahad known for?
Olieth Mohamed Fahad has skills like Client Relationships Strengthening, Sales Management, Project Management, It Project And Program Management, Team Leadership, Service Delivery Management, Itil, It Solutions, It Management, Project Delivery, Transition Management, Transition Planning.
Who are Olieth Mohamed Fahad's colleagues?
Olieth Mohamed Fahad's colleagues are Shyamal Kumar, Siale Yee (Maicd), Romayne Anne D'monte (Rom), Amita Amita, Motlatsi Vilakazi, Eugene Finnegan, Vivian Chan.
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