ARSHAD ULLA KHAN
Global IS Operations Manager
Bangalore
Summary
Seasoned Operations Manager and talented leader with 13.6 years of overall experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
Work History
Global IS Operations Manager
ABB Global Industries and Contracting India Pvt Ltd
Bangalore
1 2012 - Current
- Continuous development of service delivery process and service quality
- Managing projects using Azure DevOps by following agile methodology
- Manage day-to-day delivery of applications in scope
- Have been speaking partner for all BA's as its Global Applications.
- Taking care of SLA's and OLA's for applications in scope and also renewing SOW's for applications in scope
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Developed systems and procedures to improve operational quality and team efficiency.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Technical Specialist
IBM India Pvt Ltd
Bangalore
06.2010 - 06.2011
- Worked as Technical Specialist for RSA Project which includes all ITSM functions like Incident, Problem and Change Management and also provide required reports to senior management
- Technical Analysis using BMC Remedy tool based on agreed SLA where response and resolution times were always >99%.
- Technical support through telephone, Email and Chat
- Handling Severity Requests and Incident Management
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
Education
MBA - Operations Management
IGNOU
New Delhi 05.2012 - 09.2014
Bachelor of Engineering - Computer Science
SSIT
Tumkur 09.2005 - 05.2009
Skills
Project Management
Service Management
Budgeting and forecasting
Risk analysis and management
Operations management
Contract Negotiation
Business planning
Process Improvement
Planning and Implementation
Contract Management
Continuous improvements
Problem-Solving
Certification
Professional Scrum Product Owner 1 (PSPO1)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
MBA - Operations Management
IGNOU
05.2012 - 09.2014
Technical Specialist
IBM India Pvt Ltd
06.2010 - 06.2011
Bachelor of Engineering - Computer Science
SSIT
09.2005 - 05.2009
Global IS Operations Manager
ABB Global Industries and Contracting India Pvt Ltd
1 2012 - Current
Professional Scrum Product Owner 1 (PSPO1)
Professional Scrum Master 1 (PSM1)
Microsoft Certified: Microsoft Azure Fundamentals
ITIL v3 and ITIL v4
Lean Six Sigma Yellow Belt
ABB 4Q Basic Certified
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