Simi Vasudevan Email & Phone Number

Dubai, Ae

United Arab Emirates

Dubai, United Arab Emirates

Lead the implementation and adoption of Service management system within Moro’s Technology team based on ISO/IEC 20000-1:20018 standard.Develop, implement, and maintain core IT Service Management processes including but not limited to: Incident, Problem, Request, CMDB, Discovery and Service Catalog Manage the day-to-day operations for IT Incidents and service requests and ensure adherence to SLAs for restoring critical IT system.Identify repeated incidents and problems. Lead and participate in audit/ review of major incidents and problems.Maintain oversight and trend analysis, driving and improving overall process and compliance/adherence.Perform periodic review to the Problem Management Process and identify improvement opportunitiesResponsible for the IT Change & Release Management process and chair the Change Advisory Board (CAB) to perform impact analysis to minimize risk and disruption to the changes made in the production environmentAssess change readiness with feedback from the impacted stakeholders; Ensure that quality of the change conforms to the IT change policyParticipate and coordinate all internal & external IT Audits Ensure all IT teams adhere to the defined processes; and educate and train as neededProduce required management reporting, SOP’s and policy documentations, SLA, OLA and tracking initiativesDrive the end user satisfaction and address any negative feedback or complaints related to service.

Dubai, United Arab Emirates

Lead the global implementation of ITSM process and tool for Incident & Request, Problem and IT Assets management for IFFCO business & support partners across 14 countries.Digitalization of onboarding, off boarding employees and access management process with workflow approvals.Manage service desk operations (L1, L2 support) operated as a managed service by support partners for different IT Services minimizing back log tickets, reduce resolve time, manage escalations, conduct monthly & quarterly service reviews with track leads and IS leadership. Manage major incidents by ensuring business is informed and respective teams are engaged to provide quick restoration of services followed by permanent fix to issue. Requirements baselining, project scope, sizing, RFP and technical solution evaluation for managed IT security and support services.Publish the monthly KPI dashboard for IS Leadership – SLA’s, critical Incidents, new services introduced, Availability and Capacity reporting.

Dubai, United Arab Emirates

Implemented and got organization certified for ISO 20000 quality standardsManage Service Level Agreements for IT Services provided, ensuring high availability of IT services, response and resolution SLA are met. Point of contact for major incidents & escalations from business to resolve critical issues in a timely manner. Conduct user satisfaction surveys resolve or act on complaints and feedbacks from business regarding IT services. Perform and analyze Incident Management reports to perform Problem Management reviews and RCAs.Work with resolver groups to understand root causes, lessons learnt and working with teams to drive through process, improvementsImplemented CMDB for IT Assets management & tracking, Software license management tool for license compliance (Microsoft, Adobe, Autodesk etc.,) and maintain a repository of all active agreements and contracts with vendors.Automated IT processes – E-Sign forms for privileged access, exception requests, user account creation, password reset and unlocks, remote installation of applications.

United Arab Emirates

Responsible for Incident & Problem Management process for Middle East RegionsSupervise & train help desk staff and make sure high-quality services are delivered to customers.Responsible for Problem Management for Middle East Region. Trending and reporting on Incidents & Requests. Identify root cause of issues and liaise with product teams for resolutions and or provide appropriate workarounds for common incidents improving customer experience. Update Known error record & process documentations. Responsible for customer feedbacks & escalations. Generate reports & review customer feedback surveys to improve services, tools and support experience. Responsible for access management tasks. setup new starters, data access, disable leavers accounts, Assign application business roles to users as necessary

Sharjah - Uae

Responsible for Incident Management – log all incoming IT Support requests in the call tracking software & assigning incidents / problems for resolution to concerned teams.Provide 1st and 2nd level support to PC users.Monitor support requests to ensure timely resolution within agreed SLA's.Escalation of unresolved incidents / problems to concerned team leadsResponsible for the development of service level agreements and ongoing management of service level compliance. Manage & maintain physical inventory of IT Assets (H/W & S/W)Liaise with approved vendors for IT Hardware / Software product specifications, pricing, delivery, warranty replacements and other support issues. Renewal of software / hardware maintenance contracts with vendors.

Saifzone - Sharjah

Assisting new developments, enhancements and product support by partnering with application development and the project team to gain a full understanding of business needs and requirements.Lead the development of software quality requirements.Involved in requirement analysis, feasibility study and designing of applications.Involved in testing and de-bugging functionalities, documentation of the code, functionalities etc. Developed software quality test procedures and associated metrics.Logging all reported/detected issues, Ensure appropriate management and escalation of defects and re-test to confirm resolution.Provide reports of issues for tracking purposes. Worked with the Customer Support Center on an as needed basis to assist Customer Support Representatives resolve customer issues.

Sharjah

Taken part in various Systems Testing PC Installation and Application Support Activities.

Master Of Business Administration (Mba), Information Technology

Bachelor Of Applied Computing, Information Technology

Bachelor Of Applied Computing