Noshaba Malik

• Developed and executed comprehensive strategic solution roadmaps, leveraging ServiceNow to drive operational excellence and efficiency.
• Designed and implemented ITIL-aligned ITSM processes (Incident, Problem, Change, Release) in ServiceNow, achieving 99% service availability and significantly enhancing service delivery.
• Spearheaded SLA governance across 15+ business applications, achieving 98% SLA compliance, thereby fostering increased customer trust and satisfaction.
• Led the successful implementation of ServiceNow, automating workflows and streamlining operations to improve overall service management.
• Collaborated with cross-functional teams to ensure alignment of IT service delivery with business objectives, enhancing operational performance.
• Championed continuous improvement initiatives to optimize processes and drive innovation in service delivery.

• Led transformative IT Service Management (ITSM) initiatives, enhancing service delivery through strategic oversight of ITIL processes including Incident, Problem, Change, Release, Configuration, and Knowledge Management using ServiceNow.
• Streamlined Incident Management protocols, achieving a notable reduction in business disruptions by implementing effective incident response strategies.
• Managed critical incident response efforts, ensuring comprehensive post-incident reviews to drive continuous improvement and operational excellence.
• Fostered cross-functional collaboration to enhance service delivery, aligning IT operations with business objectives and improving stakeholder satisfaction.
• Championed a culture of proactive service management, leveraging data analytics to inform decision-making and optimize service processes.

• Cultivated a proactive culture of Information Security Awareness, significantly boosting employee engagement and compliance across all levels.
• Partnered in the development of comprehensive information security policies and procedures, ensuring they meet industry standards and regulatory requirements.
• Supported the execution of thorough internal and external Information Security Audits, pinpointing vulnerabilities and spearheading corrective measures.
• Oversaw the maintenance and enhancement of the IT Asset and Risk Register, facilitating informed decision-making and risk management strategies.
• Leveraged strong communication and leadership skills to bridge the gap between IT security and operational excellence, preparing for a seamless transition into IT Service Delivery Management.

• Authored detailed functional and technical specifications (MD50, MD70, TET020, MD120, DELSPEC) to improve project clarity and execution efficiency.
• Executed FNDLOADS LDTs and scripted code migrations across SIT, UAT, PRE-PROD, and PROD environments, ensuring smooth and reliable deployment processes.
• Developed and maintained a robust suite of Oracle and BI reports, empowering data-driven decision-making across multiple business modules.
• Collaborated effectively with stakeholders to gather and analyze user requirements, optimizing service delivery and operational processes for enhanced performance.
• Demonstrated strong problem-solving skills and adaptability, positioning myself for a successful transition into the role of IT Service Delivery Manager and Head of Operations.

• Spearheaded the secure configuration of VOIP trunks, boosting communication integrity and reliability across the organization.
• Implemented comprehensive security protocols for LAN and VOIP switches, fortifying network defenses against potential threats.
• Optimized network performance and scalability by configuring VTP, VLANs, and STP, ensuring efficient data flow.
• Designed and executed an effective dial plan, successfully installing and configuring Trixbox and Asterisk to enhance VOIP operations.
• Deployed SNORT IDS, significantly elevating threat detection capabilities and overall network security posture.
• Fostered cross-functional collaboration to align IT service delivery with operational goals, driving continuous improvement and efficiency.

• Utilized extensive knowledge of network infrastructure to drive operational excellence and service delivery improvements.
• Spearheaded the implementation of strategic routing protocols, enhancing data flow and connectivity across diverse environments.
• Orchestrated the configuration of new switches, facilitating seamless integration and scalability to support business growth.
• Championed customer-centric support initiatives, resulting in increased client satisfaction and faster response times.
• Collaborated cross-functionally to align IT services with business objectives, ensuring high-quality service delivery and operational efficiency.
• Developed and maintained documentation and processes to streamline operations and enhance team performance.