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فيصل محمد, SERVICE DELIVERY MANAGER

فيصل محمد

SERVICE DELIVERY MANAGER·SOCIETE GENERALE,

الإمارات العربية المتحدة

دبلوم, Buisness Administration

الخبرة العملية

مجموع سنوات الخبرة: 15 سنوات, 0 أشهر

SERVICE DELIVERY MANAGER

نوفمبر 2024 - يناير 2025

SOCIETE GENERALE,

بنغالورو، الهند

نوفمبر 2024 - يناير 2025

Steered Infrastructure and Data Center changes across Europe and India spanning several LOBs such as retail, investor solution, insurance, mobility, corporate functions, and digital services

• Supported integration and operational teams for a safe go live of transformation projects
• Facilitated infrastructure upgrades and resiliency tests; Assessed impact in line with business requirements
• Enforced derogation during market turmoil and vigilance across various change models
• Liaised with Change Management to review critical changes; Standardized no risk changes
مجال الشركة:
البنوك

SERVICE DELIVERY MANAGER

يناير 2021 - أكتوبر 2023

CGI

بنغالورو، الهند

يناير 2021 - أكتوبر 2023

Oversaw infrastructure services delivery as per contractual scope and IBA including Wintel / VMWare / Citrix /
Database / Network / Backup & Storage, and Service management for a Canadian Trade consultant through a 30 FTE
across 2 regions (India, Canada) with an ACV of 6.5 million CAD
• Primary point of escalations for major incidents, RCAs, and priority requests; Drove business critical changes
• Held service level reviews depicting availability and downtime; connected regularly with operations fostering
one team synergy and nurturing relation with customer
• Delivered projects for data center migration, infra setup/decomm, OS/HW upgrades, and knowledge transfer
• Managed risks and remediated vulnerabilities on to maintain secure environment
• Governed OS patching (1K+ servers) and agents for system health check (bladelogic, AV, Backup, Flexera, Zabbix)
• Established delivery quality through high OSAP (avg 9); Spearheaded process improvements in a PDCA manner
• Conducted disaster recovery drills and addressed key learnings; Contributed to CMDB accuracy integration
• Setup patching calendar for the entire year across the estate; Assess production readiness before transition
• Generated additional revenue outside BAU (T&M) and assisted in financial reporting of rendered services;
Planned on call availability for critical deliverables
مجال الشركة:
خدمات تكنولوجيا المعلومات

ITSM LEAD

يناير 2017 - يناير 2021

CGI

بنغالورو، الهند

يناير 2017 - يناير 2021

Directed a team of 20 service managers to provide Incident/Problem Management (400+ tickets p/m) services for a
Canadian Telco (infrastructure and applications for mobility, call centers, field services, billing, media, POS, etc) in a
24x7 setup. Oversaw daily operations; Orchestrated major incidents, RCAs, and continuous improvement programs
• Navigated operations with stakeholders through regular meetings
• Delivered major service improvement project covering people, process, and tools; Automated major outages
workflow through an inhouse developed solution and reduced MTTR by 20%
• Reduced lower priority incidents volume by 15-20% through monitoring refinements and resolving pain points
• Controlled project costs in line with budget; Forecasted volumes and planned optimal delivery during peak sales
• Achieved optimal OPEX utilization (85%) based on capacity and availability targets
• Transformed ITSM knowledge component into a centralized tool; Designed surveys to gauge CSAT
• Authored playbooks, SOPs, and program strategy handbooks
• Atained consistent compliance as per internal audits; Developed auditing templates for KPIs
• Developed skillset and competencies for service management; Mentored and built high performing teams
• Set conclusive KPIs and goals; Measured performance biannually and executed development plans
• Rostered staffing for adequate coverage; Administrated member onboarding and integration
مجال الشركة:
خدمات تكنولوجيا المعلومات

PROBLEM MANAGER

أكتوبر 2015 - يناير 2017

MEEZA

الدوحة، قطر

أكتوبر 2015 - يناير 2017

Process manager for one of Qatars leading MSPs; Managed end to end problem life cycle for Qatar Foundation and
other clients; Identified root cause of incidents and implemented corrective and preventive measures
• Implemented process as per ISO 20000 standards; achieved compliance through internal and external audits
• Assessed process maturity through SWOT analysis; Delivered workshops for support teams to elucidate strategic
value of Problem Management
• Developed reporting structure and dashboards; Optimized reporting through SAP Westbury BI
مجال الشركة:
خدمات تكنولوجيا المعلومات

MAJOR INCIDENT MANAGER

أكتوبر 2011 - يناير 2015

CGI

بنغالورو، الهند

أكتوبر 2011 - يناير 2015

Directed efforts in restoring services within SLA for a Canadian Telecom leader; Demonstrated bridge leadership and
issued communication to all stakeholders
• Assessed impact by understanding service architecture flow; Represented service owner in non critical scenarios
• Helmed post incident reviews; analyzed paterns and gaps between IM and its interfaces in line with CSI
• Identified fault paterns triggering relevant processes; developed communication templates
• Approved playbooks as per established scope of engagement; Reported KPIs and non-confidential reports
مجال الشركة:
خدمات تكنولوجيا المعلومات

CUSTOMER SUPPORT ENGINEER

يناير 2010 - يناير 2011

AL-BARAKA ISLAMIC BANK,

المنامة، البحرين

يناير 2010 - يناير 2011

مجال الشركة:
البنوك

IT SUPPORT ANALYST

أكتوبر 2008 - نوفمبر 2009

ALCATEL-LUCENT,

بنغالورو، الهند

أكتوبر 2008 - نوفمبر 2009

مجال الشركة:
الاتصالات والشبكات

TECHNICAL SUPPORT EXECUTIVE

يناير 2007 - يناير 2008

CLI3L

بنغالورو، الهند

يناير 2007 - يناير 2008

مجال الشركة:
خدمات تكنولوجيا المعلومات

التعليم

University of Wales

يناير 2011

يناير 2011

دبلوم، Buisness Administration

الهند

المعدل التراكمي (نسبة مئوية): 60%

المعدل التراكمي (نسبة مئوية): 60%

Post Graduate Diploma in Buisness Administration
عرض المرفق

Misr International University

يوليو 2006

يوليو 2006

بكالوريوس، Computer Science

مصر

المعدل التراكمي (نقاط): 3 من 4

المعدل التراكمي (نقاط): 3 من 4

Completed Computer Science program in association with University of Nottingham for the graduation project.
عرض المرفق

Skills

Project Management
Expert
Project Management
Expert
Risk Assessment
Expert
Risk Assessment
Expert
IT Project Management
Expert
IT Project Management
Expert
Data Center
Expert
Data Center
Expert
Service Delivery
Expert
Service Delivery
Expert
IT Governance
Expert
IT Governance
Expert
IT Service Management
Expert
IT Service Management
Expert
BUSINESS CONTINUITY
Intermediate
BUSINESS CONTINUITY
Intermediate
AUDITING
Intermediate
AUDITING
Intermediate
CULTURAL DIVERSITY
Intermediate
CULTURAL DIVERSITY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT RISK MANAGEMENT
Intermediate
PROJECT RISK MANAGEMENT
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
SERVICE IMPROVEMENT
Intermediate
SERVICE IMPROVEMENT
Intermediate
IT INFRASTRUCTURE
Intermediate
IT INFRASTRUCTURE
Intermediate
SERVICE MANAGEMENT
Intermediate
SERVICE MANAGEMENT
Intermediate
SERVICE IMPROVEMENT
Intermediate
SERVICE IMPROVEMENT
Intermediate
PROJECT RISK MANAGEMENT
Intermediate
PROJECT RISK MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
Problem Management
Expert
Problem Management
Expert
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
COMPLIANCE REPORTING
Intermediate
COMPLIANCE REPORTING
Intermediate
CLOUD COMPUTING
Intermediate
CLOUD COMPUTING
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
QUALITY CONTROL
Intermediate
QUALITY CONTROL
Intermediate
IT Infrastructure Management
Intermediate
IT Infrastructure Management
Intermediate
Incident Management
Expert
Incident Management
Expert
SURVEYS
Expert
SURVEYS
Expert
AUTOMATION
Expert
AUTOMATION
Expert
GRC
Intermediate
GRC
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
Cloud
Intermediate
Cloud
Intermediate
BUSINESS EXCELLENCE
Expert
BUSINESS EXCELLENCE
Expert
Service Delivery
Expert
Service Delivery
Expert
Service Transition
Intermediate
Service Transition
Intermediate
DR and BCP
Intermediate
DR and BCP
Intermediate
Project Management
Intermediate
Project Management
Intermediate
Change Management
Expert
Change Management
Expert
People Managament
Intermediate
People Managament
Intermediate
OPERATIONS
Expert
OPERATIONS
Expert
MICROSOFT EXCEL
Expert
MICROSOFT EXCEL
Expert
PROBLEM MANAGEMENT
Expert
PROBLEM MANAGEMENT
Expert
JIRA
Intermediate
JIRA
Intermediate
Risk Assessment
Expert
Risk Assessment
Expert
IT Project Management
Expert
IT Project Management
Expert
Data Center
Expert
Data Center
Expert
IT Governance
Expert
IT Governance
Expert
IT Service Management
Expert
IT Service Management
Expert

حسابات مواقع التواصل الاجتماعي

الموقع الشخصي
الموقع الشخصي
linkedin.com/in/faisal-mas/

اللغات

العربية

متمرّس

الانجليزية

متمرّس

الأوردو

اللغة الأم

الهندية

مبتدئ

التدريب و الشهادات

الشهادات
ISO 20000 Foundation Bachelor of Computer Science Microsoft Azure Fundamentals
ITIL V4, Service Operation, Service Transition
PRINCE II Practitioner (7th edition) P.G Diploma in
ITIL V4, Service Operation, Service Transition Bachelor of Computer Science ISO 20000 Foundation
Microsoft Azure Fundamentals
ISO 20000 Foundation
Sep 2016
عرض الشهادات
ITIL Service Transition
Oct 2019
عرض الشهادات
Microsoft Azure Fundamentals
Nov 2023
عرض الشهادات
ITIL Service Operations
May 2015
عرض الشهادات
PRINCE 2 Practitioner
Apr 2025 - Apr 2028
عرض الشهادات

التوصيات

Mohamed Ismail Buhari Mohamed Mohaideen

يونيو 2014

يونيو 2014

IT Engineer•Colleague

Faisal Mohamed is good at handling incidents with High priority. Naturally he organizes the incidents based on the critical of it and tracks it till closure. He is excellent with handling multiple teams at a time and works well under pressure. He was a best colleague and excellent to work with. My heartfelt wishes for his future endeavors.

Maria Joseph NONE

يونيو 2014

يونيو 2014

Lead Analyst•Manager

Faisal has been a fabulous team player. I found him to be consistently pleasant, tackling all assignments with dedication and a smile. He has distinguished himself as a conscientious and energetic pioneer in the fields of service level management. I have enormous respect for his leadership skills, and have been pleased to work with him.

الهوايات والاهتمامات

Sports, Outdoor Activities

Key Contribution Award for superior delivery – May 2022 “We Care” recognition for quality service – December 2020; On spot “Applauds” for living up to CGI values Zeta Silver Award for exceptional recognition – January 2020 CORONA award for the most successful team India BU – Q3 2012