Principal consultant
Saudi Business Machines
Total years of experience :10 years, 3 Months
Saudi Electricity Company (SEC), Saudi Arabia
Profile as SAP Change and Release Manager - (NEBRAS)
Define and implement operational and business processes to deliver the end service to the SAP client base
Scopes and manages support processes, in alignment with business objectives
Drives, and delivers specific process re-engineering and change management projects
Provides support to new business opportunities. Manage the overall transition of services from Projects to Support through well defined transition methodology
Effectively manages stakeholder relationships, facilitates effective communication, and works with the Business teams to assess needs, understand requirements and implement solutions. Interacts with multiple on and off-shore operations and technology teams
Act as SAP Max attention owner from SEC and collaborate with SAP to improve the end to end quality of services
Define KPIs for all service management areas, ensure adherence and generate management metrics
Owner of all support policies and procedures for operation
Project management; including planning, stakeholder management, benefits realization, status reporting, risks & issues management. Responsible for project execution on time, and on budget
Spearheading the advanced SAP COE certification initiative for SEC
Maintains familiarity with industry trends and best practices
Implement ITIL across various support processes to improve the overall process maturity.
Agree deliverables/milestones and report project progress to the stakeholders as per the process defined by the account
Escalate relevant issues and risks in accordance to Project issue and risk management procedure and the account specific Process
Acts as primary interface to the customer, other vendors and all SEC and alliance personnel associated with the project
Profile as Manager - ITIL Process and Quality - (Global Service Assurance)
Reporting to the Executive Director and working directly with MSCI Leadership team.
Owner of Operational process for MSCI IT globally. Leading a team of Change Managers & Operations Managers working closely with the IT Leadership group.
Design and improve processes so as to improve efficiency and reduce cost.
Provide standardized reporting to the management on change/incident/problem management, including trend analysis across the client base.
Governance and steering of location or department program. Build central governance, meeting structure (for both program and individual projects) and steering committee to oversee on-going efforts, and coordinate across regions.
Played pivotal role as Program Manager for a transformation program called “LOTUS” which aims at standardizing Service operations and implementing ITSM best practices across the organization.
Spearheading the ISO 20k initiative for the organization and actively working with PWC who is carrying out an external process audit.
Participate in definition and standardization of SLA, OLA and vendor contracts.
Key role in bringing in new & fresh methodologies to ensure delivery to agreed Process Benchmarks & committed Service levels.
Monitor Quality and Metrics as committed in plan and ensure compliance. Suggest appropriate policies and processes for bringing in Operational service excellence.
Maximize available capability and potential of the team towards meeting SLAs, OLAs.
Interact with team to evaluate and influence methods to deliver excellent processes.
Acts as the key liaison and transition SME across all functional areas, including business units, information technology and outside vendors
Drive service level improvements and monitor supplier performance trends in all operational areas, in coordination with operational owners.
Responsible for designing the Event Management, Incident Management, Problem Management, Service Level Management, Asset Management & Service Introduction Management for the Unit.
Enable knowledge sharing within and across teams - Ensure knowledge management articles are reviewed and available for the team.
Provide inputs to increase efficiency and reduce costs / wastage. Provide accurate inputs for Quantitative Management of Project/ Service
Provide inputs for effective service introduction of new services into BAU (Business As Usual) support.
• Owns the quality of service delivered from India DCS Infra delivery to the relevant client SPOC.
• Participate in regular Service Review meeting with the client. Co-ordinates delivery sign-off from an Indian IM DCS perspective. Maintains a broad understanding of the underlying technology required to deliver the service and the Global DCS strategies that may affect the client.
• Shapes delivery solution for add-on business.
• Maintains a detailed knowledge of contracted service requirements (SLA’s etc) and the potential business impact of service failures.
• Through continuous service improvement programme, develops new service propositions to improve or extend the services to the client. Maintains knowledge of the range of Capgemini service offering.
• Ensures all Capgemini management and staff involved in the delivery of the service understand its scope and requirements from an India IM DCS perspective.
• Acts as an initial escalation point and “owns” all issues once escalated in the India IM DCS area and works with the country RDM and client SDM.
• Monitors India IM DCS Capgemini performance against SLA’s on a daily basis and takes evasive action to avoid potential breaches.
• Acts as a focal point of contact for the country RDM and the client SDM for the delivery of the service (24x7).
• Monitors performance of third parties against SLA targets from an India IM DCS perspective.
• Ensures all major incidents are followed through to a satisfactory conclusion and feedback outcome to the country RDM and the client SDM.
• Monitors Change plan related to infrastructure changes to ensure minimal risk to the service.
• In conjunction with Problem Management, monitors problem records to ensure trends / root causes are being identified and resolved.
• Co-ordinates the preparation of regular service reports in-line with contractual and specific client requirements from an India IM DCS perspective.
• Managing the Entire ITIL Implementation Lifecycle.
• Acting as SPOC for all Process Operations Delivery units viz. Incident, Problem, Change and Configuration Management for entire Customer Delivery Cell.
• Primarily working on Incident & Change Management for multiple customer accounts based out of Netherland.
• Doing the root cause analysis of the problem and analyzing historical data to relate problem to repeated issues.
• Coordinate with different technical groups to ensure accuracy of RCA & presenting the same to clients.
• Educate delivery teams on Incident, Problem and Change Management processes.Responsible for the operational, End to End process coordination.
• Performing proactive problem Management for the multiple customer account. Doing trend Analysis of Recurring incidents, identifying top CIs and driving the Proactive Problem Records with the delivery groups.
• Accepts, validates and approves non-standard requests (except Severity 1’s).Tracks & traces, communicate, checks & closes requests. Starts escalation activities & invokes Crisis Management.
• Accountable for the documentation of CIP (Change Implementation Plan) and proper execution of the Change Management processes within SLA targets.
• Implements standards and improves process execution.
• Manages the correct implementation of the defined standards in the organization.Initiate, execute and manage process related improvement actions.
• Defines and maintains process standards.
• Reports KPI’s/SLA & deviations in tactical review meetings both internally and with the Client.
• Key role in the improvement of services and solutions to the Client. Manages the transfer of new Client business to the Service Center. Chair the Daily Review Meeting with Technical Team Leads.
• Responsible for Complaint Management & Complaint Analysis. Actively Track and Trace on the Complaint to ensure that they are handled satisfactorily and within an agreed time.
• Worked as Project Manager carrying out responsibility of managing & supervising the BAU (Business As Usual) activities of 30 resources working on various projects.
• Responsible for documentation such as SOW(Statement of Work), PLA(Project Level Agreement), PCM(Process Control Manual), WI(Work Instruction) & Costing for all assigned projects.
• Costing Negotiations based on the effort parameters within budget.
• Maintaining the Service levels agreed with the client and participating in weekly/monthly conference calls with client to measure these metrics.
• Communicate to stakeholders on a periodic basis on the status of the project, conduct meetings and document the same.
• Responsible for transitioning the new projects and in this process perform the gap analysis in the purview of compliance and CISS (Citi Information Security Standards).
• Recording of BAU activities & process documentation for external ARR (Audit and Risk Review).
• Conducting interviews and assisting with the process of recruitment of new resources.
• Excellent customer interface ability including good written and verbal communication skills along with negotiation skills. Good documentation & analytical skills.
• Work in tandem with onshore team and come up with Improvement areas.
• Establish trend analysis as a standard vehicle for proactive problem management. Coordinate periodic brainstorming sessions to identify fixes or workarounds for recurring issues and Problems.
• Responsible for updating the Continuity of Business Plan for all the units on centralized system “COBTRAC”. This involves preparing the BIA (Business Impact Analysis)/BRP (Business Recovery Plan) and executing these plans as per the scheduled COB test.
• Serving as an active member of RCSA Corporate QA group for CTS. Have done internal quality checks for different projects and have been instrumental in highlighting the areas of concern in the risk assessment process.