SYED MD TAHMID CHISTIE
Bangalore
Summary
Seasoned professional with 20 years in service management, focusing on major incident and network service management. Skilled in resolving complex client issues and implementing effective strategies. Strong background in stakeholder engagement and operational efficiency, dedicated to enhancing service delivery and building long-term client partnerships.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Sr Manager Client Service Partners
London Stock Exchange Group (LSEG)
05.2024 - 04.2026
- Cultivated and strengthened strategic partnerships with key accounts to enhance customer satisfaction.
- Collaborated cross-functionally with sales and account management teams to ensure service level agreements were met.
- Facilitated regular service review meetings to communicate performance metrics and address customer concerns.
- Coordinated stakeholder efforts to ensure accountability throughout the incident resolution lifecycle.
- Led resolution of critical customer escalations, focusing on priority 1 and priority 2 incidents for rapid closure.
- Participated in technical recovery meetings for priority incidents to oversee resolution progress and SLA compliance.
- Identified potential risks and compliance issues, implementing corrective actions to minimize exposure.
- Managed timely communications with internal teams and customers to maintain alignment and trust.
Network Service Manager
London Stock Exchange Group (LSEG)
09.2022 - 04.2024
- Served as escalation contact for network vendors and internal teams to resolve service delivery issues.
- Joined MTM calls for critical network outages, ensuring appropriate urgency and decision-making from vendors.
- Handled problem management tasks and executed follow-up actions to mitigate future service disruptions.
- Achieved over ninety percent compliance in operational resilience through effective patching and backup processes.
- Spearheaded region-specific initiatives for service improvements with both internal teams and external partners.
- Participated in service review meetings with LSEG partners, addressing SLAs and raising relevant action items.
Sr Technical Lead Service Management (Major Incident Management)
Thomson Reuters India Pvt Ltd
09.2017 - 09.2022
- Supervised critical production major incidents to ensure timely resolution.
- Interacted with business teams and customers to assess incident impact and priority.
- Facilitated technical recovery team (TRT) calls for effective investigation and resolution.
- Conducted management team meetings (MTM) to update customers and stakeholders on restoration status.
- Performed initial incident triage to evaluate impact and prioritize incidents.
- Led cross-functional teams to resolve infrastructure and application issues promptly.
- Ensured regular communication with customers and stakeholders within established time frames.
Technical Lead for Incident Management
Altisource Business Solution Pvt Ltd
01.2014 - 09.2017
- Reviewed efficiency and effectiveness of critical incident management processes.
- Conducted initial triage to assess impact and prioritize incidents.
- Facilitated technical recovery calls, engaging relevant teams for investigation.
- Produced weekly and monthly management information reports, including KPIs.
- Organized executive meetings to address critical incidents.
- Summarized technical and business impacts of critical incidents for executives.
- Audited incident management processes to identify areas for improvement.
- Communicated executive summaries to management regarding high-priority incidents.
Team Lead - Problem Management
IBM INDIA PVT LTD
02.2011 - 01.2014
- Supervised problem management process and daily tasks to ensure operational efficiency.
- Acted as escalation point for problem management issues, implementing service improvement plans as needed.
- Ensured adherence to service level agreements, enhancing customer satisfaction.
- Collaborated with client DPE and SDM to manage service delivery and address related issues.
- Reviewed root cause analyses for comprehensive quality before client submission.
- Chaired RCA review meetings with client and IBM account management team (DPE and SDM).
Incident & Problem Manager
IBM INDIA PVT LTD
08.2006 - 01.2011
- Delivered Problem Management services consistently to ensure effective incident resolution.
- Maintained the quality and integrity of the Incident Management process.
- Addressed escalation issues for Incident Analysts promptly to facilitate resolution.
- Identified incidents requiring special attention or escalation.
- Work with the concerned Technical team to conclude the root cause analysis.
- Created and assigned Problem Task/Action Items, coordinating follow-up with technical team for timely closure.
Sr Mission Control Executive / Sr. CSE
Mphasis BPO PVT LTD
02.2003 - 11.2005
- Performance Monthly Rating Report and Incentives Report.
- To make "Absenteeism Revenue Loss Report", "Unscheduled Leave Report", "Transport Variance Report" and "UM & OM Target Report".
- To make Customer Connection Score Report (CCS report), Avaya Reports like Login Logout Report, Staffed Hrs Report etc.
Customer Service Representative
DSSeContact LTD
01.2002 - 01.2003
- Made telemarketing calls for campaigns including AT&T, Verizon, Voice Stream, Sprint PCS, enhancing outreach efforts over 4 months.
- Analyzed and distributed daily sales reports for all campaigns to clients, ensuring timely communication of performance metrics.
Education
Bachelor of Computer Application -
Makhanlal Chaturvedi Rashtriya Patrakarita Vishwavidyalaya
Bhopal01-2001
Skills
- Service delivery
- Incident management
- Risk management
- Stakeholder coordination
- Service improvement
- Customer relationship management
- Client engagement
- Problem Solving
Certification
- SIAM Professional Certified
- ITIL V3 Intermediate - OSA, SOA and PPO Module
- Prince 2 Practitioner Certificate in Project Management
- Major Incident, Problem and Change Management
- CCNA knowledge, AWS
- Reporting (Excel, Word and PowerPoint)
Personal Information
- Passport Number: C1469291
- Father's Name: Late Syed Md Yasin Chistie
- Date of Birth: 01/28/79
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Sr Manager Client Service Partners
London Stock Exchange Group (LSEG)
05.2024 - 04.2026
Network Service Manager
London Stock Exchange Group (LSEG)
09.2022 - 04.2024
Sr Technical Lead Service Management (Major Incident Management)
Thomson Reuters India Pvt Ltd
09.2017 - 09.2022
Technical Lead for Incident Management
Altisource Business Solution Pvt Ltd
01.2014 - 09.2017
Team Lead - Problem Management
IBM INDIA PVT LTD
02.2011 - 01.2014
Incident & Problem Manager
IBM INDIA PVT LTD
08.2006 - 01.2011
Sr Mission Control Executive / Sr. CSE
Mphasis BPO PVT LTD
02.2003 - 11.2005
Customer Service Representative
DSSeContact LTD
01.2002 - 01.2003
Bachelor of Computer Application -
Makhanlal Chaturvedi Rashtriya Patrakarita Vishwavidyalaya