ALIYA TABASUM - Operation Manager

Summary

Results-oriented professional with 19 years of experience in IT Service Management, Operations, Business Delivery. Proven track record as a Switch Manager, Incident Manager and Service Desk Operations, portfolio growth, and people leadership, Subject Matter Expert (SME). Extensive experience in major incident and Problem Management, IT profiling, PMO, and Compliance Management. Strong track record in Revenue Growth, Headcount Scaling, Client Management, And Operational Excellence while maintaining high utilization and low attrition. Experienced in working with global clients and onsite collaboration in the UK and US. Adept at handling complex escalations, service quality monitoring, and it user management, with a strong command of ServiceNow.

Overview

2

Certifications

Work History

Operation Manager

Infosys

EON and EXXON MOBIL | Major Incident, Problem & Service Request Management

Serving as an IT Profiler, Compliance Manager, and PMO lead.
Providing hands-on expertise in ServiceNow to manage and resolve process-related escalations.
Overseeing IT User Management, Incident Management, and Request Management workflows.
Applying process consulting skills to optimize problem-solving and service delivery.

UCAS | Major Incident Manager & SME

Selected for an on-site opportunity in the UK to provide critical support during the Clearing and Confirmation cycle.
Managed L1 and L2 technical support, handling high-stakes escalation points.
Facilitated project lifecycle management, including data and document management, SLA reporting, and incident reporting.
Administered IT User Management and process-related escalations within ServiceNow.

VITERRA | IT Service Desk Analyst

Managed L1 ticket logging, initial resolution, and customer service/technical support.
Supported Incident Management via Voice, Email, and Chat channels.
Monitored service quality through rigorous call/contact feedback documentation.
Conducted outbound customer contact and follow-up calls to ensure service excellence.

BT OPERATE | Senior Support Analyst & Switch Manager

Coordinated with BT engineers to establish and maintain telephonic lines.
Analyzed various applications to identify faulty equipment and ensure timely job closure.

Education

Post-Graduation - Applied Genetics

Oxford College of Science, Bangalore University

Bangalore

Graduation - Biotechnology

Dayanand Sagar College

Bangalore

Skills

Functional Expertise:

Switch Management & Infrastructure Support

Major Incident & Problem Management

Service Desk L1/L2 Support & Escalation Handling

PMO & Compliance Management

SLA Reporting & Data Management

Team Leadership & Stakeholder Management

Business Manager

Technical Proficiency:

Tools: ServiceNow, Service Management Applications, Infosys PMO Tools

Methodologies: ITIL Framework

Current Role

Business manager SOURCE SM
Current Responsibilities includes Revenue assurance, Business development, Utilization management, Attrition management, Escalation management, HC addition, demand management and people management
SLR HC addition, RPP management and Client management
Skill Tag Spoc for SOURCE SM
Hiring spoc for SOURCE SM
Responsible for data management
Planning and organizing cross functional trainings for upskilling of bench talents
Event Spoc for SOURCE SM

Accomplishments

Stock Award recipient for Exemplary contribution and sheer commitment towards delivering the best and the NEXT for your team, your business and your Company. EMPLOYEE STOCK OWNERSHIP PROGRAM(ESOP) awarded from CEO included with 8 Employees Globally.
Strategic Growth: Headcount addition
Increased headcount in SLR track
Expanding Business Portfolio: Addition of new accounts
Utilization Management
Attrition Management
Employee Engagement: Building connection and commitment
Active Participation in SM Practice
Project Delivery Management

Summarize three significant achievements in the last 2 years

Successful in adding a total headcount of 151, net headcount addition of 82, grown from 408 to 490 in FY'25 and grown SOURCE SM to be the largest practice in TSO with a HC of 510 as on Q1 FY'26 (YTD)
Total PHC in SLR increased from 95.6 in FY'24 to 151.5 in FY'25 (56 PHC)
Increased average billing rate by $4.15/hr for 31 talents in FY'25
Realized revenue of $3.85 Mn against the target of $3.05 Mn in FY'25, which marked 26% increase over the FY'25 target
Have increased the skill tag count from 42 to 55 in Apr'24 to Mar'25

Professional Highlights

Started my career working in BT project as a Switch Manager for the period 2007 to 2010
Moved to TSO and worked in L1 Support as Service Desk Analyst with Viterra from 2010 to 2013
In 2013, worked as a Major Incident Manager in UCAS project, successfully implementing a robust offshore-onsite collaboration framework and scaling the team by 4 FTEs in SLR to support consistent service operations
In 2015, was deployed at onsite for four weeks to provide critical support during the C&C process
Facilitated the deployment of 2 resources to provide onsite support for critical C&C activities during the 2015 project
In 2017, got an opportunity to work in ExxonMobil as a Compliance Manager directly with the USA client and awarded employee of the month for consecutive 3 months. Played the key role as SME and onboarded 5 employees from TSO on SLR billing
Currently engaged as business manager for SOURCE SM portfolio
Current responsibilities includes maintaining utilization, business development, HC growth, hiring and bench management
Also, responsible for revenue assurance, attrition management, escalation management and resource management
Responsible for managing a portfolio of 400 FTEs from the start of FY'24, as a single Business Manager in SOURCE SM
Skill Tag Spoc for SOURCE SM

Certification

ITIL 4 Foundation (CB)