IMRAN KHAN, IT Operations Lead/Manager

IMRAN KHAN

IT Operations Lead/Manager

CAFU

Lieu
Émirats Arabes Unis - Dubaï
Éducation
Master, MCA (Master Of Computer Application)
Expérience
15 years, 3 Mois

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Expériences professionnelles

Total des années d'expérience :15 years, 3 Mois

IT Operations Lead/Manager à CAFU
  • Émirats Arabes Unis - Dubaï
  • Je travaille ici depuis novembre 2020

 Create and maintain automated monitoring and reporting of cloud infrastructure health, performance and cost control.
Directing a team of 14 IT service desk and support engineers
 Perform appropriate tests and provide training to upgrade product quality and standardize all artifacts.
 Assist technical staff to check and ensure resolution of all issues to achieve all objectives.
 Design and maintain all It processes according operation policies through standardization of methods.
 Maintain and prepare all paperwork for various activities activities and provide performance backup to retrieve data in case of emergency.
 Participate and manage all communication technical direction and initiatives.
 Monitor all communication for each customer to assess operations within timeframe.
 Administer and provide upgrade to systems and escalate issues.
 Analyze all continuous up gradation process through various proactive self-initiated projects and ensure efficiency.
 Accountable to review and provide the team with defined Cloud platform best practices enablement strategy, standards, procedures, tools, and processes
 Partner with Product leadership to complete work, provide requirements and stakeholder input.
 Provide management updates, status reporting, and dashboards from a platform health and security perspective to demonstrate platform progress and process maturity!
 Enable and support product engineering teams hosting of products and services in the Cloud.
 Manage the monitoring, updating, optimization, redundancy, stability of cloud systems
 Work with developers and other engineers to create and maintain the cloud (Azure) infrastructure
 Contribute to strategic planning for cloud solutions
 Manage Azure Security, Intune, ERP, Office 365 & Many more.
 Coordinates with management to ensure all operational, administrative, and compliance functions within the team are being carried out in accordance with regulatory standard methodologies.

IT Operations Manager à Yebni Technical Services
  • Émirats Arabes Unis - Dubaï
  • septembre 2017 à novembre 2020

 Manage and Support all internal IT Operations at Dubai Corporate, IT entities and 75+ Site Offices.
 Ensured competitive costs for systems and services through adept negotiation and by developing beneficial
business relationships with vendors.
 Handled documentation of usage and capacity reports on networking systems and the health of data/ voice
communication processes.
 Created and maintained a budget tracking system to assist with tracking available funds for all IT-related
expenditures.
 Manage resource requirements, Provide IT Strategic Plan that Aligns and Delivers an outcome that enables
Business strategies and new Business capabilities
 Managed Service Desk Operations using HPSM Helpdesk ticketing systems, adjusting priorities as needed,
following progress and resolution of issues, and generating appropriate reporting for administration.
 Providing technical leadership and assistance to the Help Desk & Local IT Team Support in diagnosis and
resolution of technical & Operational problems for enhanced end-user experience.
 Worked with outside developers and vendors to create/alter reports based on the business needs of the company
as outlined by Executive team members.
 Review Monthly SLA reports provided by Service Level Management for each of the Service Desks managed
 Responsible for all Incident Management activities, including managing the reporting, escalation, and resolution
of incidents covering a 24x7 Service Desk.
 Managing IT Infrastructure Assets & Cloud Infrastructure.
 Install Security measures and operate software to protect systems and information infrastructure
 Managed Total Quality Management / Cost of Quality Project. Coordinated a cross functional team of executive
representatives. Acted as liaison between business and IT communities
 Administered efficient working of IT Operations team and achieved all objectives.
 Liaised with management teams for updates on current and future projects.
 Developed and implemented short- and long-term projects that enhanced overall operations.
 Ability to coordinate with business units and interact with clients
 Point of escalation for incidents issues that cannot be resolved
 Daily ICT Operational service delivery & support service management.
 Monitor and create up to date documentation and work instructions/processes/procedures for the team
 Take part in Major Incident Management in line with organizational processes and assist analysts during the
process. Skilled in working with supervision and handle multiple projects
 Successfully Completed Multiple Migration Projects. E.g.: Cloud, MFA, Call Manager, Domain Migration, etc.

SR IT SPECIALIST à GBM
  • Émirats Arabes Unis - Dubaï
  • octobre 2016 à septembre 2017

o Support and managed all internal IT infrastructure
o Strong customer centric ICT service delivery & support focus & a strong awareness of ITIL best practice methodology.
o Specialists and ensuring that all installed systems operate in compliance with design criteria and published performance specifications.
o Responded to all level escalations from external customers to internal mangers regarding network issues.
o Maintained accurate and complete technical documentation for each installed system.
o Interfaced with other groups regarding system technical support functions Conducted technical seminars as required Field Engineering Project Manager Accountable for engineering and installing RF communication networks for wireless asset tracking.
o Experience in SCCM and Multiple OS Troubleshooting, Apple, windows.
o Worked on the service Desk Team and Remote Support.
o Troubleshoot on POS (Point of Sale) machine and Cisco IP Phones.
o Managed the office 365 & Troubleshoot the Oracle ERP Issues.
o Experience ITSM Tool Ticketing Application-Service Now
o Managed and Troubleshoot Server related issues.
o Provides status updates and communicates frequently with/to end-users as
o well as with local, regional and global support and management teams
o Identifying, Researching, and Resolving Technical problems. Documents,
o Tracks and monitors the problem to ensure a timely resolution
o Administer the IT department’s policies and procedures.
o Helping to manage servers, routers and switches.
o Liaising with IT Engineers to find solutions in a timely and effective manner.
o Setting up new users on Active Directory with the correct credentials and permissions.

IT SUPPORT TEAM LEADER à TECHDATA SOLUTION
  • Inde - Mumbai
  • décembre 2014 à août 2016

• Focus on complex issues related to operation aspects that cannot be resolved at lower level support.
• Conduct Ticket, Email and Call audits to examine the quality and perfectness of services delivered.
• Follow up on the open Tickets handled by team and get it to on time closure.
• Develop, update and maintain process documents and knowledge base articles
• Ensures escalation communication to the customer is timely and accurate.
• Help in job rotation at the onsite resources.
• Preparing daily workloads for staff & coordinating the daily allocation of work. Motivating the team to achieve high standards and KPI targets.
• Handling new client enquiries and acting as the face of the business. Dealing with and resolving problems and issues which arise.
• Monitoring & reporting on standards & performance targets. Arranging & chairing weekly team meetings, focusing on targets & achievements.
• Implementing new initiatives. Involved in the recruitment of new staff. Praise team members and creates a positive working environment.
• Ensuring all administrative and IT records are entered and updated correctly. Providing prompt and accurate information on individual performance.
• Install approved patches into desktops / laptops which have failed automatic update
• Troubleshoot print queue related issues Configure appropriate rights and permissions for accessing printers
• Ability to quickly analyze & diagnose technical problems
• Independently generates solutions based on analytical, technical skills and business knowledge Mentor and
• Train to other team members.

TECHNICAL TEAM LEADER à MAGNUM BPO SERVICES
  • Inde - Mumbai
  • août 2011 à novembre 2014

Team Strength 30th No’s.
• 24 Engineers.
• 6 (Six) Helpdesk.
• Ensure the IT level team delivers the highest quality support to customers.
• Handling a team of support engineers and ensuring the tickets to be solved with in the stipulated Service
levels.
• Prepare MIS Reports on Excel Sheet.
• Report to management weekly with the quality scores and areas of improvement.
• Resolve Customer issue and ensure that everything is on time
• Client Interaction.
• Observe IT Operations activities to determine operating procedure and document.
• Managed the service desk team.
• Vendor Management and Asset Management.
• Coordinate with vendors and teams responsible within to ensure all escalated issues are closed within
stipulated SLA time.
• SLA Management - Monitor & report the same to Mgmt. periodically.
• Handle major Escalation & ensure speedy resolution
• Meet Quality & Quantity measurement as per SLA
• Management Reporting & review meetings
• Co-ordinate with Engineers at locations and ensure quality service and customer satisfaction
• Asset & Inventory Management …
• Communicate between user, support staff & other teams.
• Ensuring strict discipline within self & team & acting on Emails and replying the same.

DESKTOP ENGINEER à Kaizen IT
  • Inde - Mumbai
  • février 2009 à juillet 2011

o Configure and deploy desktops/workstations for new users.
o Connect deployed machines to the network and ensure user satisfaction.
o Provide basic training on PC and equipment usage to minimize future issues.
o Respond promptly to user support requests routed through the Service Desk.
o Troubleshoot and resolve user technical problems independently or by escalating to ITSC Helpdesk/vendors.
o Set up equipment for meetings and presentations upon request.
o Support all deployed IT equipment within the department.
o Provide server and equipment setup support for projects in locations.
o Maintain IT services and hardware at optimal performance levels.
o Ensure functionality and accessibility of shared peripherals (printers, scanners etc.).
o Ensure all desktops have Company Standard OS with updated antivirus software and automatic updates.
o Plan, deploy and commission new servers/workstations with relevant OS and software.
o Plan and deploy software adhering to asset management, security policies, and standard operating environments.
o Proficient in PC hardware and software installation.
o Strong problem-solving and troubleshooting skills.
o Excellent communication and interpersonal skills for user training and support.
o Ability to plan and manage IT projects within defined policies and procedures.

Éducation

Master, MCA (Master Of Computer Application)
  • à Madurai Kamaraj University
  • août 2016

Master Of Computer Application

Specialties & Skills

IT Security
ISO 27001
Desktop Support
Remote Management
IT SUPPORT
REMOTE SUPPORT
PROJECT MANAGEMENT
IT COORDINATOR PROJECT LEADER VENDOR MANAGEMENT ASSET MANAGEMENT
TECHNICAL SUPPORT
COMPTIA SECURITY+
ISO 27001

Langues

Anglais
Expert
Hindi
Expert
Urdu
Expert
Marathi
Expert

Adhésions

IDBI INTECH BANK
  • IT SUPPORT LEADER
  • September 2011
RELIANCE INFRASTRUCTURE
  • IT SUPPORT ENGINEER
  • December 2010
DPR - DUBAI PARKS AND RESOTRS
  • SR. IT SUPPORT ENGINEER
  • October 2016

Formation et Diplômes

COMPTIA SECURITY+ 501 (Certificat)
Date de la formation:
December 2018
ISO 27001 ISMS (Certificat)
Date de la formation:
December 2019
ITIL V3 (Formation)
Institut de formation:
ITIL
Date de la formation:
February 2013
DIPLOMA (Certificat)
Date de la formation:
December 2009
Valide jusqu'à:
December 2010