IT Consultant
Tech Mahindra - United Arab Emirates
Total years of experience :20 years, 0 Months
- Champion in Continuous Process improvement and Quality service delivery across various Business Operations and functions.
- Developing Quality policies and manuals, development and implementation of communication processes and training programs.
- Responsible for efficient execution and effective implementation of all process re-engineering across operations.
- Conduct processes and procedures review ensuring the optimization.
- Performing responsibilities of supervising quality and excellence (quality planning, internal audit, process review, problem-solving, awareness and training).
- Creating policies for new service offerings prior to go-live and defining the process and guidelines to deliver the service and measurement of the delivery and procedure adherence through auditing.
- Implement Operational Risk Management and the Self Assurance Framework to ensure all aspects of Operations complies with organization’s Risk culture.
- Defining BPM (Business Process Management) framework for IT processes to meet the evolving needs of internal organization.
- Developing and improve the Key Performance Indicators (KPIs) as per the documented procedures and organization’s requirements.
- Defining measurement criteria for ISO 20000-1 standard processes and other specific processes within the business and operations structure
- Measuring the adherence and compliance against Key Performance Indicators (KPIs), highlighting the gaps through Process Adherence Checks and implementing preventive measures for those identified process gaps.
- Developing specific scorecards and measuring the performance against the indicators in order to monitor progress towards established goals.
- Instrumental in defining Corporate Information Security Policy and procedures related to specified controls, active participation in review workshops for demonstrating the IT infrastructure capabilities in meeting the compliance.
- Responsible for representing the internal organization during Information Security Assessments, establishing structured approach for demonstrating the controlled documents of Asset Management, Change Management, Capacity Management, Backup and Media Handling, Access Control, Antivirus Management, Patch Management, Log Monitoring and Risk treatment for Information Security Management Systems (ISMS).
- Structured assessment of Infrastructure Monitoring tool configuration measuring the parameters configuration against the Hardening baseline and best practices across.
- Complying with Dubai Government Excellence Program and ISO requirements.
- Developing and improving QMS / Service Management system as per the international standards.
- Conducting periodic internal Audits, process audits and ADHOC audits for ISO and operational processes adherence.
- Assessing the best practices and international standards resulting in identifying improvement areas.
- Providing quality awareness sessions on quality concepts, training sessions for ensuring improvements and learning transferred to the team through planned awareness sessions.
- Validating the existing business processes for the applicability in the current state and proposing the newer changes.
- Schedule review meetings, analyzed quality control issues, prepare in depth reports and submit to the internal organization for strategic review.
- Ensuring adherence to ITSM ISO 20000 standard through periodic audits and reviews.
- Reviewing the ISO 20000-1 Processes for its efficiency and effectiveness with the identified Process Owners to ensure process effectiveness improvement through monitoring, tracking of the process KPIs measurement
- Planning and completion of internal and external audits, Schedule, coordinate and conduct internal audit including planning phase and final phase audits as per annual audit calendar and audit frequency.
- Analyzing and reporting the audit findings to the Process Owners, Stakeholders & Management. Monitor, track, update and co-ordinate for Audit point closure as per the agreed timelines.
- Conduct Weekly Process Adherence Check on the selected ISO processes and operational processes.
- Conducting trainings on ISO processes & operational processes. Implementing, monitoring and tracking of Service Improvement Plans at process front.
- Responsible for preparing Policy & Procedure documents as and when required
- Active in Process Definition workshops discussing the process and procedure documents of existing ITSM activities, generic ISO 20k requirements to meet the Client’s requirement. Associated with implementation of corrective actions for the process gaps, correction of the existing documentation.
- Follow-ups on findings identified during the reviews and discussion sessions. Enabling the client organization for Preparatory Audits & Gap analysis, Documentation Review and the Final Audit of ISO 20000.
- Defined and Documented End-to-End Process documents for Incident, SR Fulfilment, Change and Problem Management processes in line with ITIL® V3.
- Generating Management Information Reports to monitor the performance of various clients, data extraction through various in-house tools, analysis, interpretation and presentation of data.
- Structure, organize, and synthesize information to develop reports in customized excel spreadsheets. Successfully handling and delivering all ADHOC requests from the clients.
- Delivering all MIS reports with ease timely and by maintaining accuracy. Measuring the KPIs for each process and presenting that in the designated format in Monthly reports. Analyzing various data, prepared reports and BPMS on regular based on the performance of organization. Collected data for developing BPMS and presenting BPMS (Business Process Measurement System).
- Evaluating engineer Productivity, Quality, process Adherence on defined KPIs and reviews periodically with the teams. Ensured that all processes are documented & workflows are created.
Computer Science