Shadab Ahmed Shaikh Email & Phone Number

Mum

PROJECT: APAC, NAM, Germany | Role: IT Service Manager | Team Size: 30+Activities: ITIL, IT Control Framework (ISO 20k, ISO 27k), Service Desk | Jan 2020 – PresentAs a Service Manager (Team Manager) I am responsible for overall ownership of team to deliver IT Service Management (Incident, Problem, Change, Knowledge, SLM & SACM), ISO20k, ISO27k, communications, Risk and Quality Management within APAC organization.• Responsible for managing all the process related activities for… Show more PROJECT: APAC, NAM, Germany | Role: IT Service Manager | Team Size: 30+Activities: ITIL, IT Control Framework (ISO 20k, ISO 27k), Service Desk | Jan 2020 – PresentAs a Service Manager (Team Manager) I am responsible for overall ownership of team to deliver IT Service Management (Incident, Problem, Change, Knowledge, SLM & SACM), ISO20k, ISO27k, communications, Risk and Quality Management within APAC organization.• Responsible for managing all the process related activities for Service Support & Service Delivery.• Responsible for both internal and client facing consultancy including IT service and governance reviews, health checks, trend analysis, compliance reviews and Service Improvement Plan. • Managing a project and working directly with end customer, head of global service management.• Accountable to Design, Implement and Sustain ITIL Process management Process lifecycle.• Review contract on timely manner to ensure customer expectations are achieved.• Maintain an effective understanding of the customer business requirements.• Initiate GWP (Get well plan) to determine and fix any GAPS and SLAs and drive it through RAG plan.• Drive Weekly/ Monthly Service review meeting with Client/ Account Delivery Team/ SDM. • Conducting quarterly CSAT meetings with Account Service Manager. • Drive Continuous Service Improvements and maintain Risk and Issues. • Ensure Project delivery quality is maintained including people management, upgradation, retention.• Deep-dive and focused delivery reviews of ‘critical’ accounts / engagements, to identify and fix chronic or repetitive issues.• Drive standardization and globalization of key service management processes.• Identifying systemic delivery issues, recommending solutions, and driving them to closure. • Providing service management expertise including training, mentoring & staff augmentation. Show less

Mumbai Area, India

PROJECT: APAC Region | Role: Quality Assurance - Jan 2018 – Dec 2019Activities: ISO 20k, ISO 27k, ITCF, ITIL Framework• Working as a Quality/ Risk Auditor and leading APAC region.• Executing Audits as per the Quarterly Audit calendar & driving it to timely completion.• Conducting Internal Audits across the implemented ITSM & ISMS functions.• Independent Audit Service & RISK reviews of ITO accounts/projects.• Working closely with delivery heads/leads to ensure… Show more PROJECT: APAC Region | Role: Quality Assurance - Jan 2018 – Dec 2019Activities: ISO 20k, ISO 27k, ITCF, ITIL Framework• Working as a Quality/ Risk Auditor and leading APAC region.• Executing Audits as per the Quarterly Audit calendar & driving it to timely completion.• Conducting Internal Audits across the implemented ITSM & ISMS functions.• Independent Audit Service & RISK reviews of ITO accounts/projects.• Working closely with delivery heads/leads to ensure prevention of RED projects and accounts.• Managing customer expectations as per SOW, Purposing improvement based on CSAT of the project.• Recommendations for areas of contract that can improve service, lower costs, or improve CSAT.• Drive SIP programs to improve the service quality (e.g., Leveraging FTE, Mutualization, Optimization) • To run remediation and GO TO GREEN programs to get the RED account back to GREEN delivery status. • Communicate potential control gaps to reporting manager and coordinate cross-functional team meetings to remediate and close the gaps.• Perform Risk identification, evaluation and validating implemented solutions to mitigate gaps in functions / technology / processes.• End to end customer engagement which include participation in Annually/Quarterly business reviews. Show less

Mumbai Area, India

Project: IS Finland (Service Delivery Manager)I was responsible for day-to-day operations to ensure contractual commitments are met. Proactively managing the day-to-day relationship with the client representatives to ensure a high level of customer satisfaction. Single point of escalation for customer / delivery issues and for service towers regarding client issues / opportunities / contractual obligations within the Project.• Analyze and understand requirement for Service… Show more Project: IS Finland (Service Delivery Manager)I was responsible for day-to-day operations to ensure contractual commitments are met. Proactively managing the day-to-day relationship with the client representatives to ensure a high level of customer satisfaction. Single point of escalation for customer / delivery issues and for service towers regarding client issues / opportunities / contractual obligations within the Project.• Analyze and understand requirement for Service Improvement for DC; Interface between SME & Delivery Team for finalization of solution. Interact with finance team & procurement team for necessary PO.• Working with line managers/ team managers to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales. • Having substantial input in the management of the financial cycle including invoicing and cost management. • Ensuring timely delivery and accurate monthly management reports for client and attending review meetings.• Releasing project tracker with assigned R&R responsibilities to complete project within agreed time line & track implementation on Weekly basis to the relevant stakeholders.• Responsible for initiating weekly/monthly review call with SME/Delivery Team/relevant stakeholders.• Prepare and/or review summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts. Providing service performance / project reporting to Client and Capgemini Management. Show less

Mumbai Area, India

Project: IS Nordic (Process Owner - Problem Management)• Accountable for Maintaining/ Governing effectiveness & Efficiency of Problem Management Process• Providing Continual Service Improvement within Problem Management Process.• Key driver for the Pro-active Monitoring Activities & Re-active Problem Management.• Responsible for Trend Analysis of Events / Incidents and Monitoring data.• Ensuring the RCA, CAPA & PIR is recorded and performed to ensure… Show more Project: IS Nordic (Process Owner - Problem Management)• Accountable for Maintaining/ Governing effectiveness & Efficiency of Problem Management Process• Providing Continual Service Improvement within Problem Management Process.• Key driver for the Pro-active Monitoring Activities & Re-active Problem Management.• Responsible for Trend Analysis of Events / Incidents and Monitoring data.• Ensuring the RCA, CAPA & PIR is recorded and performed to ensure accuracy.• Monitor & manage Problem Investigation & resolution activities in line with agreed resolution plans.• Review, Monitor, Communicate and Escalate the progress & outcome of problems to all relevant parties. Show less

Mumbai Area, India

IM Finland (ITIL Process Manager – IPC, SACM)• Accountable for delivering & monitoring of ITAM Process lifecycle.• Responsible for keeping CMDB updated & managing CI throughout lifecycle. • Reviewing CMDB Exception Report for potential impact to CMDB, CIs, Attributes, and Relationships. • Accept / Reject Change request assignments, responsible for overall planning of Change and all associated activities, to get the specific Change request approved. • Host CAB meetings… Show more IM Finland (ITIL Process Manager – IPC, SACM)• Accountable for delivering & monitoring of ITAM Process lifecycle.• Responsible for keeping CMDB updated & managing CI throughout lifecycle. • Reviewing CMDB Exception Report for potential impact to CMDB, CIs, Attributes, and Relationships. • Accept / Reject Change request assignments, responsible for overall planning of Change and all associated activities, to get the specific Change request approved. • Host CAB meetings and Initiate Emergency Change Advisory Board (ECAB) whenever required. • Review, Monitor and Communicate the progress and outcome of Changes to all relevant parties. • Responsible to ensure that standardized methods and procedures are used resulting in the efficient and prompt handling of all changes. i.e.; Defining Standard Changes, ITSM Change Models. • Ensure all Event, Incidents & Service Requests are correctly logged, progressed, updated, and authorized. • Pro-actively identify Incidents ‘at risk’ and take appropriate preventive measures for saving the SLAs. • Identify Improvements to the Incident Management process and ensure Incidents that require Root Cause Analysis are raised with Problem Management • Responsible for Managing event monitoring, filtering, exceptions through Incident Management Operational Centre (IMOC) 24*7 and incident submission in BMC Remedy ITSM tool from India Show less

Mumbai Area, India

Role: IT Service Support (Office Manager)

Mumbai

Role: Customer Support Engineer