Zubair Agha Email & Phone Number

Rochdale, England, United Kingdom

Managing day-to-day operational delivery of the ITIL process to support Asset and Configuration Management for Agilisys and partners (central and local governments). Managing team of configuration analysts to provide optimal results in building and maintaining CMDB/CMS on multiple ITSM tools ServiceNow, Support Works, Hornbill Service Manager.Planning the scope (level of Cis), discovery, approach and policies for Configuration Management. Ensuring that the data held within the CMDB is accurate, up to date and Cis are controlled and establish the baseline for services. Ensuring CI statuses are captured and the discovery processes that populate the CMDB are maintained and effective, if necessary manual upload into the CMDB. Considering areas that may benefit from automation of process. Working towards integrating data sources Intune, Azure and SolarWinds.Ensuring that other ITIL processes are able to utilize the CMDB effectively. Chairing Configuration management/Control Board (CCB) by account and enact changes as directed. Ensuring SLA/KPI,s are met and informing any risk to those deliverables escalating as required.Providing support to all audits for ISO standards. Supporting change and release management through establishing configuration management baselines.Training and Mentoring SACM Team members.Routinely engaging and collaborating with IT Shared Services Teams, Client Delivery Teams and Clients to provide clear and effective reporting. Responsible to define the configuration strategy and building a robust and consistent way of working with the asset owners, stakeholders and customers. Engaged with strategic projects to ensure Configuration Management can deliver required CMS functionality within project timeframes.

Riyadh, Saudi Arabia

The Service and Security Management project was a fundamental building block to help the delivery of UK MOD Awarded Saudi National Guard OM&T 19-22 contract.Implemented ITIL processes; Change, Service Asset and Configuration (SACM), Incident, Problem, Knowledge and Planned Preventative Maintenance (PPM) management and transitioned BMC Remedy Smart IT applicationLed Training, on-boarding and supported service transition to KBR staff, UK MOD Officers, National Guard users and Supply Chain Partners on new processes and ITSM applications.Mentored and worked closely with service managers, operations managers, customers, senior business management, supply chain partners and resolver groups in deliverance and management of services, SLAs/KPIs compliances, supplier performance, contract and software license management through effective data reporting.Supported BMC Remedy Smart IT, Digital Workplace, Smart Reporting, Mobile Reach Applications.Expediated CMDB design and population of CIs and Service Asset and Configuration (SACM) process.Provided Change Impact Analysis for roll out of new features, enhancements and services.Focal point for client engagement, ensured process design and application implementation is successful by engaging with project managers and solution developers.Conducted solution prototype demonstration, user acceptance testing and trainings.Conducted Training Need Analysis, planned and delivered training sessions.Developed and Managed Knowledge base; Created and published training guides, user articles.

Riyadh, Saudi Arabia

SANG OM&T 19-22 contract.Member of Security & Service Management (SASM) project team; developed and aligned organizational processes to ITIL, transitioned services to KBR, MOD and Suppliers.Delivered training on ITIL processes(Incident, Problem, Change, Service Asset & Configuration Management) and BMC Remedy Smart IT, Mobile Reach, Power BI dashboards.

Riyadh, Saudi Arabia

Consultant to RSAF senior management in business analysis, IT service delivery and project management support. Managed key stakeholders up to C-suite level and provided service management support to operations and maintenance teams.Led service transition by incorporating new CMDB, Asset identification, classification, product categorization, Configuration and Change process development, mapping and implementation on BMC Remedy application.Managed Service Asset and Configuration Management (SACM) life cycle of all Assets and Configuration Items (CIs) Project: Q-Pulse Quality Management SystemLed the project technical team in requirement scoping, planning, implementation, integration, testing, and operations. Managed implementation by vendors for quality management system Q-Pulse software based on ISO27001 and ISO9001-2015.

Riyadh, Saudi Arabia

Steered site acceptance visits OSATs, design reviews, project close out and invoice reconciliations to ensure quality delivery of public safety TETRA Radio network project.

Riyadh, Saudi Arabia

ITIL Process Development & ITSM BMC Remedy Implementation Steered ITIL process development project in collaboration with Quint IT, covering scope elucidation, stakeholders’ identification, needs analysis, team building, and conducting workshops/meetings.Managed implementation of IT Service Management solution including design, planning, implementation and migration from pre-existing systems, transition of products and services into production. Liaised with SMEs and business stake holders in capturing requirements, refining processes and solution acceptance.Reviewed scope, design architecture, user acceptance testing documents satisfying customer requirements. Organized service transition by incorporating new CMDB, Configuration and Change process development, mapping, implementation by BMC Remedy and adapting new service operations, incident, problem and preventive maintenance management processes with system functions and workflows.Spearheaded user acceptance testing processes to achieve defined goals KPIs/SLAs/OLAs. Aligned help desk facility with BMC Remedy ITSM tools and new Incident, Change, Preventative Maintenance (bespoke) processes.Trained senior management, service desk and support teams on new processes and applications.Other Projects: SOW/RFP for IP MPLS Network, C4I modernization; (BMS, CCTV) implementation.

Milton Keynes, England, United Kingdom

Technical design authority for optical DWDM/SDH networks: designed, pre-staged, implemented solutions across major customer sites, deployed and supported IP/MPLS, SDH/DWDM on Cisco, Ericsson, ADVA, and Huawei.

High Wycombe, England, United Kingdom

Project implementation and support for IP LAN/WAN MPLS campus and enterprise networks

Pakistan

Managed mission critical services and assets for Aeronautical Air Space management Command and Control Centers. Led teams of engineers and technicians for service operations, projects, inspections, overhauls, modifications, repair & calibration of sophisticated electronic communication systems. Managed logistics, maintenance budgets and service contracts.

Master Of Science - Ms, Computer Science

Bachelor Of Engineering - Be, Avionics