AZIZ J. BADAMI
Pune
Summary
IT Service Management professional with over 12 years of experience in global IT operations and service delivery. Specializes in Project Governance, ITIL processes, Risk Management, and Service Transition. Holds certifications in ITIL, PRINCE2 Agile, ISO Standards, and Lean Six Sigma, demonstrating a track record of enhancing service quality and increasing client retention.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Specialist – Customer Success Manager
11:11 Systems Inc & Sungard AS
Pune
02.2018 - Current
- Lead ITSM functions: Incident, Change, Event, Request Fulfilment management.
- Govern projects to ensure service delivery compliance.
- Conduct incident analysis, problem resolution, and improve system reliability.
- Drive revenue retention and enhance client satisfaction.
Technical Support Coordinator
Burhani Managed IT
Dubai
09.2016 - 06.2017
- Company Overview: Dubai, UAE
- Delivered customer support (on-site/offshore) for IT managed services.
- Managed SLAs, incidents, and change requests.
- Oversaw budgets, resources, and knowledge-sharing sessions.
- Dubai, UAE
Technical Support Consultant
Allscripts Pvt Ltd
Pune
12.2011 - 08.2016
- Provided L2/L3 application support for healthcare IT products across US.
- Managed MS SQL Server 2012 databases.
- Maintained knowledge base and led incident/change management.
Senior Business Analyst
Fiserv BPO
Pune
06.2010 - 09.2011
- Handled B2B collections for US healthcare worker compensation cases.
- Prepared reports and performed financial forecasting.
Corporate Trainer
Mitcon India Ltd
Pune
06.2009 - 02.2010
- Conducted Vodafone new hire training.
- Monitored service delivery quality.
Customer Service Executive & Trainer
3 Global Services Ltd
Pune
06.2007 - 06.2009
- Provided customer service and training.
Education
B.Sc. - Electronics
University of Pune
Skills
- IT service management
- Project execution
- Service transition
- Incident and problem management
- Change and risk management
- SLA and KPI oversight
- Customer success strategies
- Disaster recovery planning
- Agile methodologies
- Resource and budget management
- Training and development
- Stakeholder communication
Certification
- MCSA – Windows Server
- MS SQL Server Administration
- ITIL Foundation & Intermediate
- Lean Six Sigma Green Belt
- PRINCE2 Agile Practitioner
- ISO Lead Auditor (20000:2019, 22301:2019, 27001:2013)
Languages
- English
- Hindi
- Marathi
- Gujarati
Personal Information
Date of Birth: 08/04/84
References
References available upon request.
Timeline
Specialist – Customer Success Manager
11:11 Systems Inc & Sungard AS
02.2018 - Current
Technical Support Coordinator
Burhani Managed IT
09.2016 - 06.2017
Technical Support Consultant
Allscripts Pvt Ltd
12.2011 - 08.2016
Senior Business Analyst
Fiserv BPO
06.2010 - 09.2011
Corporate Trainer
Mitcon India Ltd
06.2009 - 02.2010
Customer Service Executive & Trainer
3 Global Services Ltd
06.2007 - 06.2009
B.Sc. - Electronics
University of Pune
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