Ahmed Umar Malik
ITSM Consultant
Noida
Summary
Personal Statement Highly motivated and driven individual with more than 13 years’ experience in ITSM Transition & Transformation, Process Management including Major Incident, Incident, Problem, Change, Knowledge, Service Request, Release, Configuration and Hardware Asset Management. Experience in Agile methodology and Waterfall framework, proven track record of leading and delivering enterprise projects. Committed to professionalism, highly organized, able to see the big picture while paying attention to small details, and excellent communication skills. A believer in processes, SOPs, and SLAs.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
10
10
Certifications
Work History
Head of Transition & Transformation – ITSM/SIAM
Hexaware Technologies
Noida
06.2021 - Current
- SIAM
- Role consists of leading consultants for Transition and Transformation of ITIL processes for clients
- Key responsibilities:
- Drive multiple accounts from Transition & Transformation perspective
- Guide and govern consultants on transition, transformation, documentation, assessment, gaps, and recommendations
- Review accounts’ progress with consultants regularly
- Review documents prepared by consultants
- Review assessment outcome, gaps, and recommendations
- Monitor deliverables as per Statement Of Work
- Maintain central repository for all optimization scores
- Maintain central repository for all documents of accounts
- Monitor, maintain and update High Operational Targets checklist (HOTs checklist)
- Demonstrated strong organizational and time management skills while managing multiple projects
Lead Consultant
Apaiser Consultancy Pvt Ltd
Hyderabad
07.2020 - 05.2021
- Role consisted of consulting ITIL processes, assisting clients towards Transition & Transformation, and shaping the processes as per best practices
- Key responsibilities:
- Drive an account from Transition & Transformation perspective
- End to end ownership of Transition including Knowledge Transfer, Process design, tool development and configuration, UAT, training, Go Live, steady state and BAU handover
- Consult with clients to assess their IT service management needs and develop solutions to improve efficiency and reduce costs
- Implement ITIL and ISO 20000 processes and procedures to align with industry best practices
- Provide training and mentoring to clients on IT service management best practices and tools
- Develop and maintain client relationships, ensuring customer satisfaction and repeat business
- Create complete process documents with key factors such as RACI, KPI, process policies, reporting, etc
- Included service improvement through DMAIC methodology
- Worked on both Product & Project based delivery
Assistant Manager - Planning & Analysis
Transguard Group
Dubai
04.2016 - 06.2020
- Planning & Analysis
- Role consisted of Project Management, ITIL Process Management (Major Incident, Incident, Problem, Change, Service Request, Knowledge, Release, Configuration and Hardware Asset), Technical Operations management, and Continuous Improvement,
- Technical Operations management of 50+ technical team members consisted of day-to-day technical operations, managing systems, their first line support, and monitoring to support core operations of business unit
- Various methodologies like Agile Scrum, DMAIC used for functional, and project management
- Key responsibilities:
- Led IT service management team, responsible for IT operations
- Driving incident to resolution through support engagement utilizing Service Management Tool
- Driving Major Incidents, Changes, Releases, Problem records, Assets and CIs
- Communicating progress/status with all internal/external stake holders
- Post incident documentation to assist Problem Management in root cause analysis
- Ensure proper escalation procedures are followed and correct support teams are engaged
- Investigating assigned problems through to root cause
- Coordinating actions of technical support teams as necessary to assist with analysis and resolution actions for Root cause analysis
- Ensuring design of all processes, roles, responsibilities, and documentation is regularly reviewed and audited for efficiency, effectiveness, and compliance
- Prepare, implement, and maintain Standard Operating Procedures, periodic review and applying improvements as and when required
- Manage Cash Projects from initiation to closure
- Testing of all upgrades, change requests and new systems including their implementation post testing
- Defining Configuration Items and configuring CMDB (Configuration Management Database) for Service Now
- Manage vendors for various applications and hardware, day to day coordination for incident/problem resolution and long-term planning on deliverables like DPS, DT, Transtrack International, etc
- Client interaction for requirements gathering, post go live support, and regular issue resolution.
Functional Specialist
Transguard Group
Dubai
06.2012 - 03.2016
- Role consisted of managing cross functional business unit projects
- Managed team of 50 plus members and was responsible for functional delivery of projects
- Role also included service desk management while maintaining SLAs
- Key responsibilities:
- Business case preparation
- Requirements gathering
- Incident Management
- Project scoping
- Testing and UAT
- Cost analysis and report generations
- Incident Management
- Identifying and listing KPI(s)
- Follow-up and gap analysis reporting
- SOP (standard operating procedure) – Prepare, implement and maintain Standard Operating Procedures for team across UAE, periodic review and improvements as and when required
- Follow up and ensure proper closure of tickets to maintain SLAs with vendors within timeline
- Providing ongoing production support with quick decision making ensuring minimal downtime
- Working extensively with network/database administrators troubleshooting production issues while interacting with development staff on on-going projects.
Senior Executive – Service Delivery
Uniwise Consultings Pvt Ltd
Lucknow
09.2010 - 06.2012
- Role consisted of managing variety of clients and to fulfill needs of their business
- Role had all stages from requirements gathering to post implementation services considering best interest of client
- Covered all segments like retail, education, corporate etc., which enabled to cater different business verticals
- Key responsibilities:
- Service Development, providing all relevant information regarding product verticals being offered and customer briefings
- Serving client with most relevant information based on their business vertical requirements
- Preparing and sharing reports every week with clients
- Each client visits at least once every week
- Maintaining daily data for usage and reminder of upgrades /patches and offers for each client
- Creating management visibility on weekly/monthly status.
Education
MBA (IB) - International Business
Amity University
Noida, UP 01.2008 - 01.2010
Skills
SIAMundefined
Certification
ITIL V4 Foundation
Timeline
Head of Transition & Transformation – ITSM/SIAM
Hexaware Technologies
06.2021 - Current
Lead Consultant
Apaiser Consultancy Pvt Ltd
07.2020 - 05.2021
Assistant Manager - Planning & Analysis
Transguard Group
04.2016 - 06.2020
Functional Specialist
Transguard Group
06.2012 - 03.2016
Senior Executive – Service Delivery
Uniwise Consultings Pvt Ltd
09.2010 - 06.2012
MBA (IB) - International Business
Amity University
01.2008 - 01.2010
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