Arshad Hassan
IT Infrastructure Service Delivery Manager
Chennai
Summary
A “Performance Driven Professional” bringing in a rare level of business acumen and record of achievements developed in over 23 years in IT and Financial Services industries. Diligent Service Delivery Manager with strong background in overseeing operational efficiency and team management. Successfully led cross-functional teams to enhance productivity and streamline processes. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity.
Overview
24
24
years of professional experience
2000
2000
years of post-secondary education
16
16
Certifications
3
3
Languages
Work History
Group Operations Manager – Technical Tracks – Digital Workplace
HCL TECHNOLOGIES, India
04.2021 - Current
- Offshore Operations Manager for the world’s largest publicly traded P&C insurance company and a leading commercial lines insurer in US
- Responsible for Technical tracks under Digital Workplace Technologies
- Key deliverables in the project include meeting all contractual SLA’s and track specific deliverables
- Recognized as a leader who consistently delivered outstanding results while maintaining a positive work environment, fostering employee morale and engagement.
- Key achievements include:
- Reduced operational costs by identifying areas of inefficiency and implementing cost-saving measures.
- Increase revenue by generating new opportunities through project work
- Implemented Continuous Service Improvement in all tracks to improve compliance, availability
- Collaborated with Service Excellence Group to implement best practices in all tracks
- Workshops conducted with Client stakeholders showcasing process/tools/technological improvements for improved stability
- Continuous focus on upskilling and cross-skilling resources to improve productivity
- Drive automation efforts in all tracks to reduce cycle time/improve efficiency
Offshore Operations Manager – Global Workplace Technologies
HCL TECHNOLOGIES, India
10.2019 - 03.2021
- Offshore Operations Manager for a leading Record and Information Management company
- Responsible for 10 tracks under Enterprise Service Management & Digital Desktop Engineering Towers
- Responsible for Audit & Compliance and Business Continuity Management for the account
- Experience in managing project with more than 150 Technical Engineers spread globally across multiple sites and cities
- Key deliverables in the project include meeting all contractual SLA’s and track specific deliverables
- Key achievements include
- Responsible for multiple IT migrations under Citrix, Active Directory, Exchange, Skype for Business
- Engaged KPMG audit team and successfully completed SOC1 & SOC2 audits for the account for 3 years
- Responsible for Global Tech Refresh project (Workstation refresh) covering more than 25 countries and 6500+ devices
- Successfully remediated vulnerabilities in IT environment and met FFIEC expectations
- Responsible for AD SHA1 to SHA2 Certificate migration globally
- Responsible for MTTR reduction initiative across account. MTTR reduced by 45% (4.84 days to 2.67 days)
- Successfully implemented number of End User Improvement initiatives
- Successfully closed all open risks identified as part of HCL Enhanced Compliance Assessment
- Successfully completed 3rd Party Privacy Risk Assessment for the account
- Successfully restored services by implementing the defined BCP recovery strategies multiple times resulting in 100% availability
- Continuous focus on upskilling of resources through various HCL tools like Percipio, Academy programs
Manager – Governance, Risk & Compliance
HCL TECHNOLOGIES, India
10.2017 - 10.2019
- Work with IT process and control owners, design IT General controls (ITGC) and remediation plans. Assess, perform gap analysis, and make recommendations for improvements.
- Assist IT process and control owners with testing and completion of testing for SOC compliance.
- Identify control deficiencies, mitigating controls and compensating controls.
- Track and report on status of all SOC testing and reported deficiencies.
- Support Compliance with internal audit, external audit IT control assessments, findings and deficiencies follow-ups and lead coordination efforts.
- Track and report on status of all Internal Audit and external audit IT controls testing and reporting findings and deficiencies.
- Lead and coordinate other compliance assessments and audits.
- Carry out Process audits and follow up for closing Non Conformities.
- Conduct Information Security Awareness session for the employees.
- Engaged KPMG and successfully completed SOC1 & SOC2 audits for the account for 2 years with almost nil observations.
Information Security Manager
SHEEN INTERNATIONAL EXCHANGE, Singapore
05.2011 - 07.2017
- Responsible for developing company’s Information security strategy and implementation.
- Subject Matter Expert on regulatory compliance IT solutions.
- Facilitating the FOREX team with demand /supply, currency rate trends and planning business strategy to meet the financial goals.
- Facilitating preparation of budget, conducting variance analysis to envisage differences in projected figures & the actuals and recommending corrective actions.
IT Manager
AUSICO SINGAPORE PTE LTD, Singapore
08.2008 - 05.2011
- Responsible for designing and managing the company’s IT infrastructure to ensure minimal unplanned disruption to operational needs.
- Create, implement and manage IT policies and guidelines, system security and SOP to ensure no infringement to corporate and legal requirements.
- Working with business clients in identifying areas of productivity and innovation, designing IT solutions, implementing and managing them.
Senior Manager - Operations
ADITYA BIRLA MINACS WORLD WIDE LTD, India
05.2008 - 06.2008
- Senior Operations Manager for a leading US Projector manufacturing company.
- Responsible for managing the voice, email technical support teams handing US, EMEA and APAC regions.
- Key deliverables in this project were meeting client SLA’s and to drive Direct sales and SPOS revenue.
- Key achievements – Reduction in NPF (No Problem Found), Reduction in Client escalations, Call back management process.
Senior Program Manager - Operations
SUTHERLAND GLOBAL SERVICES PVT LTD, India
11.2001 - 04.2008
- Responsible for managing the Voice & Email technical support for leading PC & Peripherals manufacturing companies in US, Canada and EMEA regions.
- Experience of managing projects with more than 350 Technical support agents across multiple sites and cities.
- Project Lead for many projects transitioned from US and Europe during my tenure in the company.
- Experience in Contract negotiations and Pricing strategies.
- In-depth knowledge in Forecasting process, reporting requirements for service delivery.
- Key deliverables – reviewing contractual requirements and pricing, meeting quality, financial metrics, identify processes that can be re-engineered resulting in cost benefit to the client and improving user experience.
- Key Achievements –
- Exceeded financial targets consistently by improving yield per agent and yield per seat.
- I was part of the Core P-CMM Assessment Team that assessed Sutherland Global Services with Mr. Bill Hefley (Lead Assessor & P-CMM author) for Level 5 certification.
- Championed 3 green belt projects in Voice based technical support– revenue per call improvement; call back hit rate improvement; reduction of hold time.
- I was part of the COPC Team that helped my project achieve COPC certification fulfilling the demanding requirements.
- I received the “India Leadership” award in the year 2004 from Mr. Dilip Vellodi CEO – Sutherland Global Services for outstanding performance in service delivery.
- I received an award from Mr. Sreenath Pendy Pendyala – Vice President of Hewlett Packard for my contribution to their product support.
Education
B.Sc - Computer Science
Bharathidasan University
Tiruchi, India04-2000
Skills
- Management of digital workplace services
- Overseeing global field services
- Overseeing global help desk operations
- Business continuity planning
- Project management for B2B and B2C
- Governance and compliance oversight
- Internal controls assessment
- Operational excellence
- Workforce planning
- Stakeholder management
- Financial efficiency
Certification
Google Associate Cloud Engineer course completed
References
Mohanraj, Chinnapayyan, Deputy General Manager, +1-919-720-3070, HCL Technologies Ltd
Accomplishments
- Margin improvement by identifying cost reduction opportunities in FSO Partner
- Implemented Chatbot in Service Desk to reduce phone contacts
- Continuous Service Improvement implemented in Desktop Engineering tracks with HCL & Industry best practices
Timeline
Group Operations Manager – Technical Tracks – Digital Workplace
HCL TECHNOLOGIES, India
04.2021 - Current
Offshore Operations Manager – Global Workplace Technologies
HCL TECHNOLOGIES, India
10.2019 - 03.2021
Manager – Governance, Risk & Compliance
HCL TECHNOLOGIES, India
10.2017 - 10.2019
Information Security Manager
SHEEN INTERNATIONAL EXCHANGE, Singapore
05.2011 - 07.2017
IT Manager
AUSICO SINGAPORE PTE LTD, Singapore
08.2008 - 05.2011
Senior Manager - Operations
ADITYA BIRLA MINACS WORLD WIDE LTD, India
05.2008 - 06.2008
Senior Program Manager - Operations
SUTHERLAND GLOBAL SERVICES PVT LTD, India
11.2001 - 04.2008
B.Sc - Computer Science
Bharathidasan University
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