Dabeer Ahmed

Job Overview: As a NOC Operations Manager [Service Delivery] I oversee a number of key functions within the IT department that enable the delivery of a high-quality service to end-users, and ensure Service Support and Service Delivery processes are in place to meet business needs. Also, partake in Presales and Service Transition activities.
Duties and Responsibilities
• Responsible for managing and overseeing the operational support within the Data Centers, NOC, and DR teams globally
• Demonstrates required technical skills as well as the ability to organize, direct, and coordinate the planning and execution of all tasks and deliverables assigned
• Creates and establishes new standards and procedures and translates high-level work plans into detailed assignments for team members. Monitors and tracks the progress of the project and work plan.
• Developing, maintaining, supporting, and optimizing key functional areas, particularly in the support of network infrastructure and contract center operability.
• Process owner of all the ITSM activities [Event Management, Incident Management, Problem Management, Change Management, and Reporting/Metrics]
• Active participation in Pre-Sales and Service Transition activities
• Partially responsible for SLA negotiation with the customers
• Manage the Delivery Operations and be responsible for the overall Service Delivery of technical services.
• Review service delivery process and procedures, recommending client service and IT process support enhancements, researching and recommending new technologies and procedures.
• Maintain high-performing service support functions including an IT Service Desk, Desktop Support, Data Center Support, Infrastructure Applications Support, and Network & Security Support.
• Perform daily, weekly and monthly ticket audits on the technical team, ensuring tickets are routed correctly and populated following a standardized work detail format
• Drive operational excellence, collaboration, and process compliance.
• Provide a high level of responsiveness to business needs, address and report quickly requests made by the clients, and acts accordingly in case of a major incident or service unavailability
• Accountable for the quality of Service and performance
• Ensures continuous improvements across the supporting teams to meet existing customer contracts/statements of work (SOW), Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Compliance requirements.
• Interface with global operations teams, and other regional SDMs, in all regions and represent IT in cross-functional initiatives.
• Review, approve and decline timesheet submissions by team members on a daily, weekly, and monthly basis

• Event monitoring – application and infrastructure using enterprise monitoring tools
• First responder for critical/urgent alerts and events that are triggered
• Triage/validation of all events/alerts received within the Global Command Center
• Uphold integrity of all internal processes (incident management, major incident management, problem management, change management, etc.) 3 Dabeer Ahmed - Resume
• To provide an effective communication system across the business/organization during a major incident to ensure that an appropriate Incident Manager/Major Incident Team/Management Group are in place to manage a major incident
• To arrange and ensure that major incidents are notified promptly to appropriate management and technical groups, so that the appropriate resources are made available
• To conduct major incident investigations and to contribute to the business/organization’s knowledge of the causes of incidents
• To provide timely information about the causes of incidents and any relevant findings from investigations
• To conduct a review of each major incident once service has been restored and, in line with problem management, to look at root cause and options for a permanent solution to prevent the same major incident happening again
• Perform constant data analysis activities and revisit processes as well statistics on a regular basis to understand business needs and address them by highlighting to the leadership
• To conduct reviews of major incident investigation policy and procedure, independent of the major incident investigation, and to report on them (any lessons to be learned from the policy and procedure review will be considered, and appropriate action taken to ensure any improvements to existing arrangements are implemented within a specified timescale)
• Set up Monitoring for the network, infrastructure and applications with the tools provided
• Monitor the network and infrastructure for the enterprise
• Able to use the tools provided to triage and escalate critical and major issues within the environment
• Perform voice audits and coordinate with the Telecom Team to ensure the audio services are up to the mark considering the dependency of the voice processes
• Point of contact for Network and Telecom functional processes and billings
• Ability to understand the current tool set, as well as recommend tools that will enhance our ability to better monitor the environment by introducing Robotic Process Automation (RPA)
• Perform data gap analysis to ensure accuracy in both CMDB as well as Monitoring database to enhance ITSM activities
• Actively participate as a Business Analyst and carry out system testing activities of ServiceNow to ensure smooth transition
• Provide the testing results, highlight system discrepancies and recommend better solutions for service improvement to the ServiceNow Dev Team
• Coordinate with Stakeholders and perform internal data audits regularly
• Majorly focus on identifying a scope of Implementing automation and prepare SOPs to utilize them
• Keep the team up to date with the industry best practices in terms of IT Service Management and make necessary modification to the current process by re-engineering wherever is necessary
• Optimize processes based on the current market standards to provide best-in-class services

• Plan, organize and manage Major Incident Management staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction
• Develop, implement and continually refine and improve ITIL Operation standards and policies to conform to best practices and SLAs
• Identify technology gaps and research and evaluate potential solutions
• Develop, implement and continually refine and improve Incident and Problem Management procedures and documentation to align operations with best practices and addressing triage/analysis, response, resolution, escalation and communication
• Coordinate with other IT departments and business stakeholders on technology deployments, system upgrades and maintenance outages
• Communicate maintenance schedules, operational issues and impacts to IT management and business users
• Develop and implement a performance measurement framework to facilitate feedback and scoring of team members on issues such as customer service, communication and technical skills
• Create and maintain a training program for increased business, customer service, and technical knowledge
• Perform constant data analysis activities and revisit processes as well statistics on a regular basis to understand business needs and address them by highlighting to the leadership
• Assist with customer inquiries and escalations as needed
• Identify, measure, benchmark, analyze and perform regular review of capacity reports, scorecards and key performance metrics, e.g
• Service Availability, Incident Trend, Resolution Rate, Time to Respond, Time to Resolution,
• Change Volume and Customer Survey results
• Analyze results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results
• 4 Dabeer Ahmed - Resume
• Focus on the continual service improvement by utilizing LEAN and Six Sigma frameworks and seek project opportunities to eliminate waste
• Budget allocation for the Network and Telecom resources being utilized in the voice and non-voice process
• Ensure submission of resource bills in timely manner
• Leverage company intranet site to expand self-service capabilities and communicate FAQs and system status information
• Encourage communication of new ideas, solutions, suggestions and problems
• Review for appropriate action or implementation
• Participate in continuous learning and professional development
• Actively participate in functional areas ex: HR and Finance
• Conduct team activities, team outings etc
• Work closely with the Talent Acquisition Team to ensure the hiring process is smooth as and when needed
• Optimize processes based on the current market standards to provide best-in-class services to the stakeholders
• Perform other duties as assigned
• Major Incident Management –

• To provide an effective communication system across the business/organization during a major incident to ensure that an appropriate Incident Manager/Major Incident Team/Management Group are in place to manage a major incident
• That there are in place appropriate arrangements to ensure that major incidents are notified promptly to appropriate management and technical groups, so that the appropriate resources are made available
• To conduct major incident investigations and to contribute to the business/organization’s knowledge of the causes of incidents
• To provide timely information about the causes of incidents and any relevant findings from investigations
• To conduct a review of each major incident once service has been restored and, in line with problem management, to look at root cause and options for a permanent solution to prevent the same major incident happening again
• To conduct reviews of major incident investigation policy and procedure, independent of the major incident investigation, and to report on them (any lessons to be learned from the policy and procedure review will be considered, and appropriate action taken to ensure any improvements to existing arrangements are implemented within a specified timescale)

• Coordinate with customers/stakeholders in gathering business requirement for data migration needs and incorporate the changes to make use of CMDB more efficient
• Work across multiple functional projects to understand data usage and implications for data migration throughout the integration project
• Assist in the definition and implementation of standards, policies, processes and procedures as well as the development of a CMDB consolidation strategy
• Work with Subject Matter Experts (SMEs) and project team to identify, define, collate, document and communicate the data migration requirements
• Responsible for ensuring that the project meets its objectives
• Manage assigned risks and monitor potential impacts as part of the data migration project
• Develop best practice, processes and standards for effectively carrying out data migration activities across all the environments (UAT/QA/Development, Pre-Prod and Prod)
• Perform source system data analysis in order to manage source to target data mapping
• Perform gap assessment of static data and transaction data from one core system to another
• Perform data migration audit, validation, reconciliation and exception reporting
• Manage cross-program data assurance for physical data items in source and target systems
• Seeks support for the project through a well-designed communication and awareness program
• Choose a team of people to support various roles in the project
• Ensures that the right staffs for the project team is selected from applicants
• Showcase direct interest in ensuring that the team receives adequate, relevant and on-going training
• Preparing Standard Operating Procedures (SOPs) and ensure that staff is complying with the rules/standards established 5, - Resume
• Incident / Problem Management –

• Manage high and critical (P1 and P0) incidents to ensure completion within the SLA
• Follow up for RCA with the incident owner post completion
• Analyze the trend of issues and taking necessary actions for repetitive occurrence
• Minimize both the number and severity of incidents and potential problems to the business/organization
• Reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors
• Ensure problems are being addressed in priority order with higher priority given to the resolution of problems that can cause serious disruption to critical IT services
• Ensure that incident information is documented in such a way that it is readily available to support all problem management activities
• Send Stakeholder/Customer communications on the progress while handling business critical issues (Initial/Update/Resolution)
• Ensure all the factual parties including stakeholder/customers are available when the bridge call in progress
• Monitor the effectiveness of the incident/problem management and making recommendations for improvement
• Ensure that all IT teams follow the incident/problem management process
• Review and audit the process
• Publish monthly reporting and analysis

• Operations Management
• Responsible for providing Level 1 Services to MULTIPLE GE Business users, on remote network, wireless configuration, email configuration on handheld device issues
• Handling issues by maintaining SLAs for all the mediums (Call, Web/Chat and Emails)
• Extended support on Coreload applications (Outlook, Internet Explorer, Lotus Sametime and WebEx etc)
• Providing guidance, and mentoring, new joiness/fellow associates by framing their work direction as per their capabilities
• Preparing & presenting various weekly/monthly reports pertaining to process/productivity to Internal & External
• Stakeholders
• Managing Process specific KPI’s
• Ensuring proper capacity is managed at the desk, for optimum delivery of services
• Continuous interaction with customers to ensure customer satisfaction is maintained and service achievements are highlighted
• Identifying training needs & conducting programmes to enhance efficiency in the team, towards accomplishment of corporate objectives

• Certifications
• ITIL V3 Foundation | February 2011
• LEAN ACE | January 2013
• Green Belt Trained and Tested | April 2016
• ITIL Service Operations |November 2017
• ITIL Service Transition |, The organization manages data associated with real state/properties lease, deeds, mortgage etc
• Responsible to maintain data availability on the server for end user reference
• Ensure to check the quality of scanned documents and post them online
• Accountable for data accuracy in terms of indexing/scan on demand
• Providing customer support for any discrepancy reported via emails/calls