Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Hi, I’m

Ameer Syed

ITSM &SIAM Consultant
Chennai
Ameer Syed

Summary

With over 14 years of progressive experience in the IT industry, I have honed my expertise in various domains including DevOps & Agile Delivery, SCRUM Master, Service Management Consulting, and ITIL Process Consulting.

Throughout my career, I've seamlessly transitioned between roles such as SIAM Consultant, ITIL Process Architect Agile & DevOps user gaining invaluable insights and experience in each capacity.

I specialize in implementing best practices and methodologies of IT Service Management (ITSM) and Agile methodologies, always with a keen focus on delivering tangible value to the business. My approach emphasizes flexibility and adaptability, ensuring that processes serve as enablers rather than constraints.

I have a proven track record of successfully managing 24x7 support teams across multiple geographic locations, ensuring seamless service delivery and customer satisfaction.

Overview

18
years of professional experience
2
years of post-secondary education
4
Certifications
5
Languages

Work History

TCS

Service Integration Manager
06.2022 - Current

Job overview

  • Led the design, implementation, and operation of SIAM frameworks to integrate services from multiple vendors.
  • Defined service integration policies, standards, and procedures to ensure consistency and alignment with business objectives.
  • Collaborated with internal stakeholders and external vendors to establish clear roles, responsibilities, and service interfaces.
  • Developed and maintained service catalogs, SLAs, and KPIs for all services.
  • Monitored service performance and compliance against SLAs, identifying areas for improvement and implementing corrective actions.
  • Facilitated regular service reviews and governance meetings with stakeholders and vendors to drive continuous improvement.
  • Acted as a central point of contact for escalations, incidents, and service requests related to service integration issues.
  • Provided guidance and support to project teams and vendors during service transitions and changes.
  • Stayed abreast of industry best practices and emerging trends in service integration and management..

Tata Consultancy Services

ITSM Consultant
06.2019 - 05.2022

Job overview

  • Defined, Designed, Developed and Implemented Change Management, Service Request / Catalog Management & Service Introduction
  • Developed and implemented comprehensive change management plans and strategies to support organizational initiatives.
  • Conducted change impact assessments and stakeholder analyses to identify key stakeholders and potential impacts of change.
    Identified and mitigated potential risks and challenges associated with change initiatives.
  • Developed and implemented communication plans to ensure stakeholders were informed of changes and engaged throughout the process.
  • Created training materials and conducted training sessions for employees to facilitate adaptation to changes.
  • Managed resistance to change and provided guidance to stakeholders during transition periods.
  • Cultivated a positive culture of change within the organization through effective communication and collaboration.
  • Collaborated with cross-functional teams to ensure changes were implemented in a coordinated and efficient manner.
  • Monitored the progress of change initiatives and evaluated their effectiveness using data analysis.
  • Developed and maintained relationships with stakeholders to ensure ongoing support for change initiatives.
  • Facilitated meetings and workshops to promote communication, collaboration, and alignment on change initiatives.
  • Established and maintained documentation and reporting systems to track changes and measure success.
  • Identified and shared best practices for change management within the organization to continuously improve processes.
  • Stayed up-to-date on industry trends and best practices in change management, applying them as appropriate to organizational change initiatives.
  • Took complete ownership of Service Design for assigned projects, ensuring alignment with business objectives and operational requirements.
  • Led the introduction of new services into production, overseeing warranty support until they transitioned to business-as-usual status.
  • Implemented Service Management and support processes to ensure the effective operation and supportability of new or changed IT services.
  • Managed adherence to the Service Design & Introduction process in the absence of a dedicated team.
  • Ensured clarity of roles and responsibilities within the Service Design & Introduction Process for all involved individuals.
  • Served as a subject matter expert for Service Design and Introduction best practices, providing guidance and support to team members.
    Supervised contractors and analysts assigned to projects at the task level, ensuring deliverables met quality standards and timelines.
  • Proactively challenged senior stakeholders, including Heads of and Directors, to mitigate unacceptable business or service risks.
  • Supported the planning, design, and implementation of ITSM Request Fulfillment and Service Catalog processes to meet evolving business requirements.
  • Assisted in the development of procedures, work instructions, and templates to support process execution.
  • Managed end to end efforts as a self-starter, collaborating both independently and within a team environment.
  • Employed reengineering approaches to ensure unified and consistent service delivery across processes and organizational structures.
  • Leveraged knowledge and best practices to identify and champion improvement opportunities within the process area.
    Monitored processes throughout their life cycle, validating adherence to specified requirements and leading quality assurance activities.
  • Conducted quality assessments to ensure proper implementation of processes met quality standards.
  • Prepared briefs and reports for customers and service providers, communicating results and recommendations.
  • Collaborated with other process areas to analyze and troubleshoot issues across specific ITSM process areas.
  • Applied process improvement methodologies to design and implement process modernization and improvements.
  • Facilitated the process to collect and define client requirements, providing advice and recommendations on process best practices.
  • Analyzed business or systems processes to identify improvements, working closely with clients to understand needs and develop solutions.
  • Interacted and communicated effectively with end-users, management, vendors, and IT personnel.

Tata Consultancy Services

IT Compliance Manager
07.2018 - 09.2019

Job overview

  • Served as a Primary IT Compliance Manager with external audit Team to deliver timely responses and data collection requests for vulnerability/risk assessments
  • (Sarbanes Oxley, PCI, SSAE 16, FedRAMP, US MINT)
  • Manage Business Continuity/ Incident Response Management- Report, document incidents
  • Manage user access reviews of production access, security, operations as required SOX/PCI 3.2.1 standard and other regulatory/industry requirements
  • Evaluate the efficiency of controls and improve them continuously
  • Develop and oversee control systems to prevent or deal with violations of legal guidelines and internal policies
  • Draft, modify and implement company policies.

Tata Consultancy Services

ITIL Process Expert
01.2018 - 06.2018

Job overview

  • Part of TCS Global Centre of Excellence, responsible for Standardization of Services, Perform process, assessment and baselining, Improving Customer Satisfaction
  • Ensure Process Quality and Compliance, drive Process and Service Improvements across multiple client under the landscape of Service desk teams, End user computing and infrastructure teams, impart ITSM related trainings across floor
  • Conduct QMS and ITSM Audits and Assessments across organization.

Tata Consultancy Services

Problem Manager
11.2016 - 12.2017

Job overview

  • Position Problem Manager (Lead)
  • Responsibilities Providing Root Cause Analysis for all Severity 1 incidents in Infrastructure
  • Managing a team of 3 members
  • Identifying Service Improvement Plans to reduce the 'high priority Incidents' which impacts the business
  • Working with different tower leads such as (Windows, Unix, Database) to identify the key area of service improvements
  • Reducing the Quality Escapes incidents to the minimal number to improve client delivery
  • Identifying Permanent Fixes for recurring issues
  • Review and Identify Problems from Incident Tickets working with Incident Managers
  • Reviewing Problem Tickets with Service Delivery Leads across the regions on periodical basis
  • Analyzing trends of severity 1 tickets and identifying improvement plans and permanent fix
  • Creating modules and training documents to educate the teams on human error awareness.

Tata Consultancy Services

Change Manager
10.2014 - 11.2016

Job overview

  • Responsible for collating the requested RFC from CRM (Customer Relationship Management) tool
  • Responsible for assessing the impact, cost, benefit and risk of proposed changes, developing business justification and obtaining approval
  • Participated in CAB meetings, discussed the changes with the stakeholders, provided decisions and approved the changes
  • Responsible for managing and co-coordinating change implementation, monitoring and reporting on implementation, reviewing and closing change requests
  • Educated teams on the different aspects in Change Management
  • Audited Change requests on the implementation date and got reasons from teams in case of any delay in implementation date and time
  • Post implementation of Change Requests, conducted review to identify the percentage of successfully implemented CRs and worked towards the challenges faced and how to overcome the challenges faced.

Tata Consultancy Services

IT Service Level Manager
06.2013 - 09.2014

Job overview

  • Created and obtained buy-in for the structure of the Service Level Agreements
  • Negotiated Service Level Requirement and Service Level Agreements with Customers
  • Ensured Service Level Targets / Service Level Objectives within the SLA is met
  • Ensured that all templates for the Service Level Management process are up to date
  • Ensured all backend agreements for SLA's are established, including Operational Level Agreements, Underpinning Contracts and also agreements for the IT Service Management processes
  • Measured and Service Level Reporting for IT Services
  • Built strong relationships with Internal and external IT service groups, and other ITIL processes, in particular Change Management, Incident Management and of course IT Service Management
  • Planned Service Reviews and facilitated meetings
  • Created Service Level Reports for IT Services
  • Established and set requirements for tools to underpin the process, such as SLA and Service Catalogue / Service Portfolio tools
  • Developed scripts for automated dashboards and reports from data dumps in csv or .xls formats
  • Responsible for preparing weekly and monthly dashboards for the Service Management team
  • Responsible for calculating SLA and CSAT analysis for various technical towers
  • Responsible for automating reports and maintaining a uniform integrity on the reports
  • Conducting various trainings and workshops on report preparation
  • Responsible for coordinating with Tools team for generation of customized reports.

Tata Consultancy Services

Incident & Major Incident Manager
01.2013 - 05.2013

Job overview

  • Incident & Major Incident Manager: End to End monitoring, tracking and communication of Major Incidents
  • Set-up and lead conference call or bridge communication between all involved parties
  • Responsible for timely notifications to all stakeholders
  • Kept track of SLAs and followed escalation process
  • Monitored the status and progress towards resolution of assigned Incidents
  • Responsible for providing a prompt recovery of the business within the specified Service level agreement or SLA
  • Escalated incidents to the required functional and operational level to ensure business continuity.

Tata Consultancy Services

NICE Application Engineer
07.2011 - 12.2012

Job overview

  • Provided support to all enterprise customers of Nice System for different NICE Interaction Logger and Recording services
  • Troubleshooting over all servers which involves loggers, application server, Database server, Sentinel Server such as calls not recording, logger connectivity issue, integrating loggers with AVAYA PBX related issues
  • Troubleshooting and resolving cases raised by customers and business partners for their day to day issues related to all servers of NIM (Nice Interaction management) and Engage 6.x within SLA set with customers
  • Understanding and implementing any change request from customer and carry out the change request with minimal down time and completing the same in provided downtime
  • Handle escalation from the customers and coordinate with customer as incident manager and take it to the closure of the issue with permanent resolution.

Tata Consultancy Services

Avaya PBX Administrator
01.2010 - 06.2011

Job overview

  • Troubleshooting & configuring both inbound and outbound dialing
  • Troubleshooting Avaya gateways and Avaya servers
  • Troubleshooting Avaya digital phones, IP Phones & softphones
  • Upgrading Avaya TN cards, MM cards, media-gateways and Avaya servers(includes LSP,ESS and Main servers)
  • Worked on Avaya Call Management System(CMS)
  • Worked on Avaya Voice portal system
  • Worked on Avaya Aura Messaging.

Tata Consultancy Services

Command Centre Specialist
01.2009 - 12.2009

Job overview

  • Monitoring the Servers, Storage, Routers & Switches (Network - Retail Alerts) Alerts
  • As per the alerts create ticket & escalate to the Appropriate Technician Team
  • Updating the alerts to the respective teams' Forum or Mails
  • Handling the Queues, follow up with the pending alerts
  • Checking the Backup Queue and escalate those to proper Resolver or L2 Engineers
  • Remotely logging in to the Routers and Checking for any issue, then as per the alerts follow up with the team to resolve the incident
  • Creating the Ticket for the Alerts, governing the Ticketing Management Software & closing the tickets per updates.

Sutherland

Senior Technical Support Engineer
09.2007 - 12.2008

Job overview

  • Provide support for Verizon products in North American region
  • Provide tier-1 and tier-2 technical support to customers via phone, email, and web channels and maintain records in a call management system
  • Working on 3rd party applications like Adobe, Microsoft office Suite, AutoCAD, etc
  • Troubleshooting desktop related issues in network environment
  • Achieving the SLAs for the process and monitoring the Team's performance
  • Generate team performance data and report to manager for weekly and monthly reviews
  • Monitor the queue constantly for fluctuations against forecast, tools outage, website changes and reporting it to clients
  • Delivered training/floor support/process updates regularly on IT service desk process and tools
  • Monitor Avaya queue for agent availability and break management
  • Recognized for consistently meeting the customer satisfaction and operational metrics.

CSS Corp

Technical Support Engineer
08.2006 - 08.2007

Job overview

  • Remote assistance in: Configuring VOIP SOHO Wired and Wireless routers
  • Troubleshooting issues with Phone Adapters, VOIP SOHO Wired and Wireless routers
  • Installation of phone adapters in the SOHO environment.

Education

Maxwell Institute of Science and Technology

Master of Science - MSc from Electronics and Communications
01.2004 - 04.2006

University Overview

Loyola College
Vijayawada, India

Bachelor of Science from Electronics & Communication
04.2001

University Overview

Skills

Service Integration and Management (SIAM)

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Websites

Certification

ITIL V4 Foundation Certified

Timeline

ITIL V4 Foundation Certified

01-2024

VeriSM Foundation

01-2023
Service Integration Manager
TCS
06.2022 - Current

SIAM

01-2021

ITIL Expert Managing Across the Lifecycle (ITIL-MALC)

01-2020
ITSM Consultant
Tata Consultancy Services
06.2019 - 05.2022
IT Compliance Manager
Tata Consultancy Services
07.2018 - 09.2019
ITIL Process Expert
Tata Consultancy Services
01.2018 - 06.2018
Problem Manager
Tata Consultancy Services
11.2016 - 12.2017
Change Manager
Tata Consultancy Services
10.2014 - 11.2016
IT Service Level Manager
Tata Consultancy Services
06.2013 - 09.2014
Incident & Major Incident Manager
Tata Consultancy Services
01.2013 - 05.2013
NICE Application Engineer
Tata Consultancy Services
07.2011 - 12.2012
Avaya PBX Administrator
Tata Consultancy Services
01.2010 - 06.2011
Command Centre Specialist
Tata Consultancy Services
01.2009 - 12.2009
Senior Technical Support Engineer
Sutherland
09.2007 - 12.2008
Technical Support Engineer
CSS Corp
08.2006 - 08.2007
Maxwell Institute of Science and Technology
Master of Science - MSc from Electronics and Communications
01.2004 - 04.2006
Loyola College
Bachelor of Science from Electronics & Communication
04.2001

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Ameer SyedITSM &SIAM Consultant