Service Delivery Manager - ITSM
ADNOC Distribution
Total des années d'expérience :11 years, 9 Mois
Responsible to drive Major Incidents across ADNOC Distribution network of 500+ Fueling Stations in United Arab Emirates. Own the Incident and Problem Management processes to ensure effectiveness. Perform Major Incident Reviews and drive Problem Management to reduce or eliminate recurring incidents. Prepare and present monthly SLA reviews to the IT and Business leadership teams. Prepare Support Models to manage Service Level Agreements, Optimize Service Delivery and Improve Customer Satisfaction.
Key Achievements at Work:
Onboarded Key Vendor’s on ADNOC Distribution ITSM platform, thus eliminating services cost from vendor’s contract.
Prepared Support Models for services in pipeline by reviewing services support scope and proposal from Vendors for AMCs. Participated in service tendering by preparing estimates for budgeting.
Enabled Support for New Services on ITSM platform by ensuring awareness, trainings and issue reporting channels are established.
Client: Department of e-Government, Government of Sharjah
Experience Summary:
Manage and lead a team of IT Service Desk Analysts responsible to provide first level technical support including Major Incident Management to 120+ Sharjah Government entities in a multi-service and multi-cultural shared environment. Handle internal and external escalations and ensure Service Level Agreements (SLA's) and client expectations are met or exceeded. Ensure staffing and skill levels are maintained throughout the operational hours. Promote high staff morale and team work to ensure that the team delivers and achieves operational excellence. Conduct bi-annual performance reviews and feedbacks.
Key Achievements at work:
Setup monthly Service Desk reporting to identify gaps and improvement opportunities with a focus on building strong customer-centric culture within the team.
Standardized level 1 activities to improve First Level Resolutions by shift-left, creating knowledge base articles and information gathering templates.
Improved end-user experience by reducing turnaround times significantly.
Experience Summary:
Lead and manage a team of ICT support responsible for overall Incident, Change and Problem management on the Service Desk. Draft and maintain policies, standards and procedures for the support team. Ensure maintenance and compliance to ISO 20K standard by implementing ITIL best practices. Directly responsible for supplier and business relationship management by delivering agreed service level in a multi-vendor, multi-customer environment.
Key Projects and Achievements at work:
Implement and Maintain ISO/IEC 20000-1:2011 - Successfully lead the implementation of Service Management System (SMS) for the group. Ensured compliance to the standard by conducting internal audits and ensuring successful external annual surveillance audits by BSI.
Managed Print Service - Successfully implemented MPS solution for the group head office and branch locations. Requirements gathering, technical evaluation, project plan, implementation and go-live in a timely manner, thereby realizing annual cost savings of more than 50%.
Administer, fine tune and maintain enterprise Service Desk tool - Manage Engine Service Desk Plus. Maintain service catalogue, automate workflows, process improvements, agent access management and prepare operational reports for the management.
Certificate of Appreciation by UASG for successfully implementing ISO 20000 standard.
Certificate of Appreciation by Oracle for playing a key role in roll out of ERP applications across the group from support enablement and stabilization perspective.
Experience Summary:
Responsible to drive the ITIL processes (Incident, Change, Problem, Configuration and Knowledge Management) across the support teams as part of Service Management Office (SMO) in an Application Managed Service (AMS) engagement to Merck & Co. (client). Prepare and Report the contractual Critical Service Level and Key Measurement KPIs on a monthly basis to the client. Review monthly customer contract change orders for application onboarding, decommissioning, changes to the KPIs and service level targets. Identify process gaps and work with the various stakeholders on remediation and improvements.
Key Projects and Achievements at work:
Completed CMBD cleanup (4000+ CI's) along with their parent-child and support relationships.
Conducted Knowledge Management training sessions to increase effectiveness and utilization.
Projects: Major Incident Management (Role: Incident Manager)
Incident and Service Request Governance - ITSM (Role: Governance Analyst)
Command Center (Role: Shift Manager)
Experience Summary:
Lead a team of 12 as a Shift Manager, drive Major Incidents as Incident Manager, Stakeholder coordination and Escalation Management in a 24/7 Command Center environment. Host/Chair daily call for Operational Stability Meeting to review all the Major Incidents. Prepare and present key ITSM reports to the management. Ensure compliance of Incident and Service Request fulfillment process within the IT organization.
Promoted to Senior Technical Associate from Technical Associate.
Received Applause Award - Demonstrating ownership and streamlining the operational reports.
Received Team Award - Best performing team and participation in organization wide initiatives.
Experience Summary:
Responsible for performing actions to monitor and evaluate incidents, coordinate with different IT teams and drive them towards resolving outages that are affecting Avaya’s revenue/business. Duties include major incident handling (chair outage bridge calls), first level diagnosis and restoration, coordination and escalation management in a 24x7 IT Operations Center environment.
Promoted to Senior Associate (Level 15)
Identified and documented 30+ FLDA scripts (First Level Diagnostics) to resolve issues proactively with different applications, thus benefiting Avaya in reducing the infrastructure downtime.
Experience Summary:
Responsible for managing and supporting customers WAN Network, duties include incident handling, incident response and escalation management in a 24x7 environment. Performed actions to monitor clusters, troubleshoot service outage and performance issues.
Awarded Best Performer for RIM (Remote Infrastructure Management) for the year 2011.
Four years full time education from University of Pune.
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