HASAN AKBAR

A versatile Global Capability Centre IT Operations Leader with 15 years of experience in end-to-end IT Service Management modules, Service Delivery Management, IT Service Desk Management, Customer Success Management, Business Continuity & Disaster Recovery Management.

Executive Responsibilities:

• A competent professional in managing Service Desk Operations & Transition.

An expert in Service Management Practices: Service Level Management, Availability and Capacity performance management, L1/L2 IT and B2B Service Desk management, Monitoring and Event management, Incident Management (Major and Crisis Incident), Problem management, Change and Release management, Service Introduction, Service Request management, Configuration Management Database and Asset Management.

Diligently ensured high availability of application and infrastructure services, minimizing unscheduled service interruptions and downtimes using industry best practices.

A highly focused and results-driven service delivery manager who efficiently manages clients across the globe.

Diligently supervised all direct reportees to meet agreed SLAs and to ensure quality service delivery. Provided aproactive approach to infra related issues and risks identification to maintain service levels.

• Identified, modified and implemented new or existing KPIs & SLA metrics for improved and efficient service improvement.

• Demonstrated expertise in hiring, managing and retaining qualified resources in L1 Global Service Desk and B2B Service Desk teams. Resource staffing and scheduling for 24/7 support environment.

• Excelled in continuous improvement of IT services using Lean & Six Sigma methods.

• Demonstrated knowledge in setting up IT Service Desk Operations projects from inception & design till BAU operations.

• Assessed the critical infrastructure services and applications to plan, develop, test, and implement BCP and DR plans, after which I executed and conducted mock drills and real-time scenarios to orchestrate and direct BCP and DR using industry best practices and methodologies.

• Improved customer satisfaction using a continuous service improvement strategy..

• Regular performance review of direct reportees to ensure performance improvement.

• Chaired all scheduled (Monthly, Bi-annual and Yearly) service review meetings with clients and stakeholders.

• Created, reviewed, updated and transferred knowledge of SOWs & SOPs for service optimization and improvement.

• Overhead cost reduction via resource optimization and services improvement.

• Actively participated and engaged teams in CSR activities, engagement and events participation for enriched employee experience.

Location 2: EMEA – Germany Center (Offshore Support from India location – October 2019 till date)

Key Responsibilities:

· Integration through “Cross company touch points –delivery teams” Designing, implementing, and operating appropriate automation solution to support the process including any integration with other cross-functional processes for which they are not Process owner.

· Ensure consistent use and compliance of process, initiate required actions to remedy any deviations.

· Identifying process shortcomings, opportunities for improvements and deliver improvement within Service Improvement Program

· Maintain/contain risk to services by cross skilling support activities

· Participate weekly /monthly meetings as required (operations meetings) such as CAB meetings, MI meetings, SLM meetings, operational review meetings

· Drive overall effectiveness and efficiencies of process

Location 1: APAC – Philippines Center (in Manila city for 22 Months)

Key Responsibilities:

· Assess the current state of the business and advise the customer about the future state.

· Audit the services; provide the client with the gap Analysis and mitigation steps.

· Service Management & Continual Service Improvement

· Responsible for the delivery of Service Management Office

· Conduct Process Maturity assessment and recommend maturity approach

· Drive Continual Service Improvement in IT process

· Ensure KPI metric are achieved

· CSAT Improvement – Survey results’ analysis to identify improvement areas

· Process and Resource Optimization – Cost reduction initiatives

· Process Simplification - Automation initiatives

Key Responsibilities:

· Shouldered the responsibility of:

End to end oversight of a major incident through resolution. Manage major incidents through to resolution without escalations by effectively coordinating activities between multiple teams to ensure adherence to service level requirements.

Problem Management Coordinator:
Creating reports on daily, weekly and monthly basis and sending to the client

Ensuring that there is no disruption in live channel for any special events by assuming the number of access from the previous trends.

Coordinating with the onsite team and project groups to understand their specific project requirements.
Establishing proper technical documentation, troubleshooting procedures and maintaining database/server configuration.
Recognizing the problems in the system & application and raising relevant problem cases.
Conferring the problem cases with Technical Teams and the Architectures in order to resolve the same and make system & application stable. Organizing meetings on a regular basis with multiple application, systems, database and network teams on root cause analysis as part of the problem management process.
Attending the weekly and monthly meetings with the clients to discuss and ensure the service stability.

Responsible for RCA(Root Cause Analysis) Initiation, Development, Delivery, Closure and Mitigation.

Change Coordinator:

Review daily change requests to verify completeness of information and possible scheduling conflicts. Review all implemented change requests to ensure that they have met their objectives or rectify failures with relevant parties to avoid future reoccurrence. Chair the weekly change advisory board (CAB) meeting to review all scheduled change requests with system support areas and other lines of business.
Assisting in the prioritization, classification and approval of all changes. Verifying that the changes are adequately assessed and coordinated from a customer, business and technical perspective. Verifying that change decisions are communicated to all necessary parties.

Handling JIRA (Ticketing Tool) Level Tasks like system monitoring, controlling ticket flow, managing matrix, defining the escalation path, etc.

Liaison between Admin and Tier1 support group, furthering knowledge transfer.

Involved in all operations and functions of high-volume help desk operation.
Provide pointers or suggestion to help spread knowledge to Tier 1.
Develop the process map and document the knowledge base.
Well conversant with Lotus Notes Desktop Administration and End user based issues.
Managed the Public Address Book and Lotus Notes database creation
Creating groups and assigning roles for Mails and ACL’s.

Creation and Management of User Accounts on Active Directory.

Creation of Email (Gmail) Accounts, Shared Mailboxes and Mailing Lists on Google Mail.
Compact databases; fix corrupted files through Admin Console.
Enabling mail Tracking and monitoring mails through reports database
Handling service ticket assigned to Level 2 support.
Working as On-call support for Severity 1 tickets related to Mail routing.
Successfully completed transition of individual mailboxes from Lotus Notes to Google Apps Email.

Tools Worked On:

ServiceNow,Active Directory,Citrix Admin Server’s,Lotus Notes 8.5.3

Key responsibilities

· Assist the technologists on technical and process related issues (Notes/Outlook/Team Services/Network connectivity/Hardware/etc.)

· Coordinating with the Tier 2 and Tier 3 support teams to get solutions for issues which are un-resolved. Also creating a smooth channel for the escalation procedure between the Helpdesk and the support teams

· Developing training material for New-Hire, Refresher training and new technologies

· Send across Tech alerts on outages, new technologies and new process /updates

· Actively participate in new technology transition and provide training for the same

· Providing technical help to all Accenture employees (troubleshooting issues regarding Lotus Notes, Dial up / LAN connection, Microsoft Outlook, Virtual Private network,RSA Token etc)

· Develop and maintains product knowledge, business and professional skills by participating in on-the-job and other training Courses

· Initiating bridge call and managing the bridge call providing the detail to the teams

Achievements in Accenture

• Successfully completed Migration of individual mailboxes of over 30,000 User base from Lotus Domino to Google Apps
• Have been awarded Star of the Month 5 times till date in Accenture.

Providing Tech Support to End user with regards to setting up new Hard Drives

Setting up Network Drives and creating backups for required data

Provide new hire refresher training to the techs

Additional responsibility of taking ownership of technical escalations

Participate in process improvement initiatives.