Afrazkhan Pathan, Senior Service Manager

Afrazkhan Pathan

Senior Service Manager

Tieto

Location
India - Pune
Education
Master's degree, MCA
Experience
14 years, 5 Months

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Work Experience

Total years of experience :14 years, 5 Months

Senior Service Manager at Tieto
  • India - Pune
  • My current job since February 2022

I am working as a Senior Service Manager

SIAM Governance
End user satisfaction
Demand and Service Portfolio Management
End to End Service reporting
Financial Management
Continual service improvement
SIAM Governance
Quality Improvement

Service Management Lead at atos
  • India - Pune
  • September 2016 to February 2022

SIAM LEAD for a European contract
SPOC for contract where I govern all ITIL functions and reporting
• As a Service Level Manager I track KPI’s negotiate, document and monitor them
• Sharing root cause for the breached KPI’s and registering risk if required
• Handling a team of 27 FTE’s which includes 3 Leads for Incident, Change and Problem management
• Managing Service Desk
• Leading OPOM, Daily Standup and Operational service improvement daily calls.
• Leading Operations review call weekly with the top management
• Key player at the time of Service improvement plan to contribute and improve
• Leading Continual service improvement plans by data analysis
• Project Coordinator for CMO and FMO
• Handling Service transition work
• Escalation manager for the team and client
• Setting up internal development plans( IDP) for the team
• Recruitment Management - Place hiring request and conducting interviews
• Handling onboarding and off boarding task
• Accountable for Team leaves, Shift allowance and rostering
• Weekly and Monthly KPI reporting
• Configuring BMC remedy as per requirement
• Working closely with the stakeholders and tracking there feedback for improvement actions
• Quality check for the team work
• BCP management for the team
• Conducting team huddles daily for the team updates and concerns.
• Performance discussion with the team monthly and yearly

Team Leader – IT Operations Support at SunGard now FIS
  • India - Pune
  • August 2011 to September 2016

• Leading team providing telephone and online support to users experiencing technical issues(Voice/Chat/Emails)
• Handling shift for 22 engineers GIT Helpdesk from Tier I Team (People management - Pune and Tunis).
• Ensuring Team members are adhering to the ticketing processes and procedures (ITIL).
• Leading Service Transition project for Pune and Tunis Location (FIS to SunGard)
• Process management - New, Improvement and Change
• Incident Management - Major incident analysis, Trend analysis, P1 Incidents
• Initiating bridge calls and chasing for fast resolution
• Assisting the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization
• Handling of incidents according to SLAs
• Use trend and root cause analysis to investigate repeat problems, Incidents, establish common trends that may cause a fault to arise and establish trends for SLA misses
• Interface with incident/change management for incident/ change resolutions.
• Attend Problem and Incident management Forums on a regular basis
• Monitoring open problem tickets to correlate similar problems and Identify overdue problems
• Request Fulfillment - Access management
• Quality Management - Continual service improvement
• Escalation manager - To expedite incident resolution
• Leading knowledge transfer work for transition
• Strong influencing and relationship management skills.
• Ensuring Team members are adhering to the ticketing processes and procedures and ensuring SLA is managed effectively.
• Distribution of daily, monthly and quarterly performance metrics reports to senior management.
• Salesforce performance dashboards created for the management.
• Managing the Telephony (TASKE) data for the entire team and providing reports to the Manager with call statics. AHT, Aux work, ACW etc.
• Maintaining documentation regarding end user interaction.
• Shift Roster management
• BCP management for the team
• Leave management for team.
• Working knowledge of Change/Problem management frameworks
• Conducting team huddles for the team for weekly updates and concerns.
• Ensuring an outstanding level of customer satisfaction and quality by supervising the Helpdesk.
• Recruitment Management - Place hiring request and conducting interviews
• Work with HR and support groups to improve employee retention and satisfaction
• Performance appraisal and normalization discussion
• Manage staff performance & KPIs and ensure corrective actions are being implemented and tracked.
• Technical Support scope for Tier I Team includes -F5 VPN, MDM MaaS360, CMS, WebEx, Audio conference, Outlook, Business Application, Skye for Business, Active Directory, MS Office, citrix, VMware, Linux etc.
• Workday support for joiners and leavers processing

Senior Technical Support Associate (ITO-service desk) at Mphasis an HP company
  • India - Pune
  • January 2010 to July 2011

• Worked as Level 2 Senior Technical Support Associate for Bank of America process.
• Provided Technical Support on active directory, Remote Tools, Office tools, MDM, VMware, Back up Tools, Server issues and Citrix.
• Service center and Maximo Ticketing tools used for logging issues.
• Process Data and Knowledge management lead.
• Mentor for new team members also referred as (SME)
• Incident Management experience.
• Performing Ticket trend analysis and sending it to the Lead for action and review.
• Managing escalations from the VP’s and AVP’s of Bank of America for their issues and co-coordinating accordingly between the respective teams and assisting to get those issues resolved on priority.
• Providing feedback to analysts in case of any failure to follow the appropriate procedure to resolve the issues.
• Client interaction via chat support.

Education

Master's degree, MCA
  • at Pune University(Ahmednagar college)
  • June 2012

Masters in Computer Application

Bachelor's degree, BCA
  • at Pune University(Ahmednagar college)
  • June 2009

Bachelor's in Computer Application

Bachelor's degree, computer application
  • at Ahmednagar College
  • June 2009

Specialties & Skills

Service Operations
Service Desk
Salesforce.com
Prince2 agile foundation
CUSTOMER RELATIONS
CUSTOMER SATISFACTION
CUSTOMER SERVICE
DATA ANALYSIS
Project Coordinator
CHANGE MANAGEMENT
Problem Management
ACTIVE DIRECTORY
ITIL Expert
Incident Management
Availability Management
Salesforce
MS Excel
MS Powerpoint
IT Helpdesk Management

Social Profiles

Personal Website
Personal Website

URL removed due to policy violation. Please contact support for further information.

Languages

English
Expert
Hindi
Expert

Training and Certifications

Salesforce (Training)
Training Institute:
Seed Infotech
Duration:
40 hours
VMware (Training)
Training Institute:
VMware
Duration:
16 hours
ITIL Service Transition (Certificate)
ITIL Continual Service Improvement (Certificate)
ITIL Service Strategy (Certificate)
ITIL Service Design (Certificate)
ITIL Service Operation (Certificate)
ITIL Foundation (Certificate)