Sameer Usman Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

• Enable and champion an IT service culture. Oversee development of ITSM-based management processes and control to ensure quality is maintained to meet business objectives. • Assume leadership role in developing, coordinating and maintaining comprehensive business contingency plans and validation methodology, to ensure the firm’s ability to recover, in the event of an unforeseen disruption to facilities, technology systems or applications.• Responsible for gathering / analysing clients’ requirements by interacting with them on a regular basis to provide post implementation support for IT projects.• Accountable for resolving and troubleshooting all client related issues along with handling escalations raised by the team as well as the client• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.• Instrumental in leading all project related activities like complete project management including Workflow design, Estimations, Risk Analysis, Work Allocation / Monitoring, Schedule Implementation, Budgetary Control, Production Timetable, Quality Assurance, Status Reporting and Client / Project Team Co-ordination.• Responsible for Plan, study work problems, analyse data gathered and delivered financial reports to the client;• Coordinating weekly/daily status meeting with client & development team. Tracking and monitoring project tasks• Co-ordinate inter-process changes with process owners. Ensure alignment of ITSM solutions to the business needs.• Create and maintain the catalogue description of existing services offered by the business.• Formulate, agree and maintain an appropriate SLM structure for the Service Delivery.• Ensure appropriate OLAs/SLAs in place to support any new services. Analyse and review actual service performance against SLAs and OLAs.• Responsible for requirement gathering, user interaction and creating technical and functional documents.

Bangalore

• Monitoring Change queues and changes being implemented in the environment.• Build/Maintain Consolidated Change Schedule Create Forward Schedule of changes and communicate the same to the account.• Attend / Chair daily change meeting(s)(CAB); facilitate where necessary• Initiate e-CABs for emergency changes and ensure that all emergency changes are put through the e-CAB with required justification.• Communicating pervasive issue changes to Controller for their region• Reviewing failed and cancelled changes to identify the cause of failure to ensure no outstanding issues exist. Determine if additional attention is required and ensure issues are resolved.• Ensuring that the Change Assignee documents, for all critical and major changes, the business/technical reviews as required• Review changes for process compliance (critical, major, medium, minor only, unless contractually required to review BAU).• Ensure that problems encountered are properly documented in change record and also relevant incident records are raised.• Directing users to steady state and change management best practices education.• Worked with change management team with regards to incident and problem for resolving the issues • Support any Major changes as a duty manager over the week ends• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services.• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.• Responsible for preparing, maintaining and sharing MIS reports, Dashboards and Presentations with the Management• Provide regular reports on service performance and achievement to the business.• Responsible for creating training documents.

Bengaluru Area, India

• Co-ordinating with the technical teams and making sure that the issues are resolved within the agreed level of time and thereby avoiding SLA breaches.• Ensuring the quality and accuracy of information present in the problem record.• Validating the severity and urgency level based on the service/business impact in consultation with Reporter, Resolver and Client Interface.• Providing timely incident resolution status to Account Service Managers.• Pro-Active management on follow-up of major incidents recorded and validating, correcting problem assignment, if required.• Scheduling and organizing service recovery calls during the major incidents and thereby facilitates quick incident recovery.• Coordinating – Arranging Conf chat\Call for SEV1\Major Incident \Critical situation.• Sending out communications and exec alerts/emails for all the Major Incidents and ensuring the right focus.• Giving summary of MI as to why it happened, how it was resolved, what was the root cause and Customer Impact to the Clients Service Delivery Managers and Service Managers.• Pool activity – Maintain QMX Documents for the all the account in the pool.• Liaise with customers, IT executive and IT platform managers.• Participating in Problem Management meetings and reviews. Identifying Problem Investigation assignment issues.• As an SME working as an escalation point for day-to-day Problem Management issues.• Analysing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels.• Providing and validating Problem resolution adhoc status reports as requested.• Implemented a mechanism to record Known Error’s within the account and the associated workarounds.• Developing problem management procedures, when required.

Bengaluru Area, India

• Accountable for the quality and integrity of the Incident, Problem and Change Management processes for IT services.• Prioritizing and facilitating the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholders.• Ensure key performance indicators are measured for Incidents, Requests, Problems and Knowledge Management and report trends of process maturity levels and tool adoption.• Ownership of the incident lifecycle to satisfactory resolution as confirmed by Service Management. Manage the Incident SLAs.• Maintain known errors database and incident workarounds (CMDB). Guide resolver groups and provide input into future functionality and features through Service Management.• Identify trends and potential Problem sources (by reviewing Incident and Problem analyses) by using various Problem Management techniques, such as the Pareto Analysis, 5-whys or fishbone diagram..• Prevent the replication of Problems across multiple systems. Review the efficiency and effectiveness of the Problem control process.• Coordinate meetings to resolve problems. Maintains inventory of problems under analysis and their current progress and status.• Follow up issues and progress with problem owners where necessary. Identifies resources needed to resolve problems.• Ensures that the information entered in the problem investigations and known errors are accurate and complete. Also the same to be updated on the Known Error Database.• Receive, log and allocate a priority, in collaboration with the initiator, to all RFCs Reject any RFCs that are totally impractical.• Convene urgent CAB or CAB/EC meetings for all urgent RFCs. Chair the CAB and CAB/EC meetings.• After consideration of the advice given by the CAB or CAB/EC, authorize acceptable Changes.• Review all implemented Changes to ensure that they have met their objectives. Refer back any that have been backed out or have failed.

Bengaluru Area, India

• Played a pivotal role as a standby Service Desk Team Lead.• Maintained staffing and skill levels throughout operational hours by managing shift staffing schedules, etc.• Developed statistics and management reports and forwarded to senior management. Represented the Service Desk at meetings.• Organised staff training and awareness sessions. Provided assistance to Analysts in providing first line support when workloads are high, or where additional experience was required.• Responded to phone calls and emails from staff regarding IT issues and queries.• Actively involved in:o Maintaining an Asset Database and track changes.o Providing 1st and 2nd line support - troubleshooting of IT related problems from in - house software to hardware, such as Laptops, PCs and Printers.• Gained Basic Active Directory knowledge, created user accounts, reset passwords, create groups, etc.• Facilitated as a Mainframe Resource Access Control Facility or RACF User Admin who provided the tools to help the installation manage access to critical resources.

Bengaluru Area, India

• Provide technical support via phone, chat or e-mail for AOL U.S.A. members in troubleshooting customer queries.• Desktops and Laptops running Microsoft Windows operating systems ranging from 95 to Vista.• America Online bundled software from America Online 1.0 to AOL Suite and Instant Messaging software from 1.0 to 7.0.• Internet Connectivity (Broadband & Narrowband), Home networking.• Web browsing in America Online software and browsers like Internet Explorer, Mozilla Firefox, Safari, Opera etc.• TP (File Transfer Protocol).• E-mails and Instant Messaging.• Antivirus, antispyware and firewall program.• Configuration & usage of M.S. Outlook Express, M.S. Outlook and Thunderbird e-mail programs.

Bachelor Of Commerce (B.Com.) And Compluter Applications, E-Commerce/Electronic Commerce

10Th Grade - 12Th Grade

Education record