هارون راشد

Domain : IT Infrastructure Service Level Manager

Key Milestones in IBM -
• Promoted as a ‘Service Level Manager’ in Service Management’ Oct-17
• Promoted as a ‘Delivery Analyst’ in Delivery Excellence’ Mar-14

Projects Delivered

Delivered 2 Lean Six Sigma Black Belt Projects & 2 Lean Six Sigma Green Belt Projects and 10+ Lean Projects.
Mentored one Green Belt Project as well.

Note - Working on one Data Science Projects: Improvement in SLA % from 92% to 97% for Severity 3 tickets.

Lean Six Sigma Black Belt Project on ‘To Improve & Reengineer Service Management Process’ -
• Benefit Achieved -
o Reducing incoming work and enhanced service time along with balance work load
o 9 FTE benefits realization from the same process

Lean Six Sigma Black Belt Project on ‘Quality Scores from 93% to 98%.
• Benefit Achieved -
o Standardization of Roles & Responsibilities for all same level of designations
o Best Practice shared and removed non-value-added activities with entire process
o 7.5 FTEs benefits realization from the same process

Lean Six Sigma Green Belt Project ‘To Reduce Duplicate Activities’ -
• Benefit Achieved -
o Reduction in duplicate policies from 17.5% to 5.2%.
o 4 FTE savings

Other Accountabilities: -

• Reviewing Service Level Agreements of multiple accounts
• Reviewing & Tracking internal Compliance and conducting training for Continual Improvement
• Reviewing & Analyzing accounts metrics to identify the pain area

Reward and Recognition:
• IBM Manager’s Choice Awards in 2014, 2016 & 2017.

Promoted as a

Domain : Tele Communications

•Inbound Process (calling Profile).
•Floor supporting and helping new joiners, generating reports & call audit internally