As an individual, the key areas that stand out would be quick understanding, analytical approach and disciplined work. Self-discipline could be stated as a goal-oriented individual, delivering the best to achieve the set targets. Problem solving, analytical aptitude, structured thinking skills, excellent client management, change management, consulting abilities, attention for nuances and desire to learn new skills are my core strengths. Current job profile covers managing a team of IT associates that provide support to the clients as per Service Management Metrics, with Incident and Change as the core areas of problem analysis. Team performance review, advice and support team members. Plan the workload to ensure team members can deliver services and provide additional service in line with relevant Key Performance Indicators (KPIs) and processes. Manage day to day customer issues through to satisfactory completion and ensure that any potential issues are escalated for the future.
Hi, I’m
Anwar Naik
Mumbai
Summary
Overview
20
years of professional experience
1
Certification
Work History
Capgemini
Senior Consultant
06.2022 - Current
Job overview
- Manage a team of IT associates delivering comprehensive Service Management across Incident, Problem, Change, Knowledge, Asset and Configuration Management (SACM)
- Ensure all Incidents and Change Management requests are actioned as per the planned, documented and agreed process and procedures
- Work with various stakeholders to manage and mitigate risks associated with changes
- Conduct process workshops to promote and communicate changes and impact across the team
- Facilitate the Change Advisory Board (CAB) meetings, ensuring effective communication and coordination across all teams
- Streamline the incident management process and ensure service level agreement (SLA) compliance and facilitating process change request workshops
- Conduct regular audits to ensure adherence to process and procedures
- Lead high-stakes investigations for major incidents
- Support the team with major incidents and escalations
- Conduct regular team meetings to share ideas, news, and information, and to encourage open communication
- Ensure the team follows the ITIL framework, preventing recurring major incidents and maintaining visibility
- Conduct regular performance reviews and appraisals to ensure the team meets targets, and to identify and implement necessary corrective actions
- Manage the development of team capacity and potential business needs
- Key Achievements:
- Enhanced Incident Resolution: Championed a process change for a smooth warm transfer between incoming and PM teams that achieved incident resolution, resulting in reduced incident management metrics
- Prepared for Disaster Recovery: Instrumental in coordinating a workshop with the team to review processes for Large & Double Service Recovery
- Boosted Team Engagement: Cultivated a positive working environment, achieving consistent top teams participation in Pulse Passion surveys with engagement scores exceeding industry benchmarks
- Empowered Team to Achieve KRAs: Led, motivated, and coached the team to achieve their key performance indicators, resulting in consistent achievement of quality and productivity targets (SLA)
- Enhanced Knowledge Sharing: Regularly reviewed and updated the knowledge base and process documents, ensuring efficient information access and improved team performance
- Optimized Staffing and Skills: Effectively managed shift staffing schedules to maintain optimal skill levels and staffing throughout operational hours, maximizing team productivity
- Championed Process Improvement: Identified and implemented process improvements for cost, skill training, procedures, and workflows, leading to improved incident resolution and prevention
- Developed High-Performing Team: Conducted regular reviews and annual appraisals, fostering a culture of continuous improvement and identifying opportunities for individual growth within the team
Global Head Direct
Team Lead
05.2018 - 12.2021
Job overview
- Manage a team of IT executives that provide1.1 &1.8 IT support for business users
- Team provided24/7 IT support to around32000 employees across130+ countries in multiple areas, and other supporting languages like German, French, Spanish, Italian & Portuguese
- To lead, motivate, manage and coach the team through the performance management system to achieve KRAs in relation to quality and productivity
- To manage, analyze and improve the performance of the department
- Review and update the knowledge base on a regular basis
- Ensure staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
- Conduct monthly/quarterly reviews and annual appraisals of all analysts
- Key Achievement:
- Instrumental in setting up the process at the BCP site in Thane and ensuring smooth transition of the team
- Successfully migrated the Enterprise Vault tool, thereby ensuring reduction in the number of mailboxes and achieved up to30% in overall volume for the IT Service Desk
- Active participation in the integration of six service teams, supporting the growth of the UK, US, and German service teams
- Managing the SharePoint knowledge base used as a point of reference by the technical team and business users
Capita IT Services
Assistant Manager
06.2010 - 09.2017
Job overview
- Manage the Major Incident Management team that provides24x7 IT support to approx.35000 users in the UK and7000 users in India across multiple offices and clients
- Manage a team of IT Executives that provide first line IT support for users in UK and India
- Guide a team of Quality Analysts that manage quality checks for Service Desk Executives
- Act as further escalation point for the Incident Management & Service Desk team
- To lead, motivate, manage and coach the team through the performance management system to achieve KRAs in relation to quality and productivity
- To manage, analyze and improve the performance of the department
- To manage workload, resource plans and cost contingencies
- Update and review service desk documentation if necessary
- Ensure staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc
- Participate in the recruitment of new team members and when required
- Working closely with Service Desk staff on changes or deployments that may affect customers or the Service Desk
- Conduct monthly/quarterly/annual appraisals of all analysts
- Key Achievement:
- Initiated the activity to root out unused/dispute IP Extensions resulting in recurring savings of25000 USD annually
- Implemented the Enterprise Password Vault tool, thereby ensuring reduction in the number of mailboxes and achieved up to30% in overall volume for the IT Service Desk
- Active participation in the integration of six service teams, supporting the growth of the UK, US, and German service teams
- Managing the SharePoint knowledge base used as a point of reference by the technical team and business users
Stream Global Services
Analyst
07.2008 - 06.2010
Job overview
- Responsible for1st line support to ensure operational problems are resolved within the agreed SLA and to ensure that any Helpdesk system errors escalate to2nd line support as necessary
- Provide1st line support as assigned by the team leader to effectively complete and resolve incidents
- Provide1st line support to users regarding installation, repairing or rebuild Windows2000, XP Professional Home & Windows Vista
- Contribute to the production of standard configurations, documentation and procedures in order to streamline processes and produce efficiencies
- Provide first line and technical knowledge to aid implementation of Projects
- Provide LAN and application password reset, create user accounts for users as per the request
Mastek India Systems
Software Programmer
11.2004 - 06.2008
Job overview
- Confirm project requirements by reviewing program objective, input data, and output requirements with analyst, supervisor, and client
- Arrange project requirements in programming sequence by analyzing requirements, preparing a work flow chart and diagram using knowledge of computer capabilities, subject matter, programming language, and logic
- Encode project requirements by converting work flow information into computer language
- Confirm program operation by conducting tests, modifying program sequence and/or codes
- Prepare reference for users by writing operating instructions
- Maintain historical records by documenting program development and revisions
Education
Mumbai University
B.Sc from Physics
University Overview
G. N. Khalsa College
SSC from Science
University Overview
NIIT, Mumbai
Diploma from Software Development
University Overview
Skills
- Strategic planning
- Team leadership
- Staff training and development
- ITIL framework
- Incident management
- SLA management
- Stakeholder management
- Service improvement
- Business process reengineering
- Change management methodologies
- Project management
- Project planning and development
Certification
- ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
Timeline
Senior Consultant
Capgemini
06.2022 - Current
Team Lead
Global Head Direct
05.2018 - 12.2021
Assistant Manager
Capita IT Services
06.2010 - 09.2017
Analyst
Stream Global Services
07.2008 - 06.2010
Software Programmer
Mastek India Systems
11.2004 - 06.2008
G. N. Khalsa College
SSC from Science
NIIT, Mumbai
Diploma from Software Development
Mumbai University
B.Sc from Physics
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