Imran Al Zobaidi
Kolkata
Summary
Dynamic Sr. IT Technical Lead with a proven track record at WIPRO TECHNOLOGIES, excelling in service desk management and business process improvement. Adept at driving operational excellence and fostering collaboration, I leverage ITIL methodologies to enhance service quality and client satisfaction, ensuring timely resolution of incidents and continuous improvement initiatives.
Overview
20
20
years of professional experience
Work History
Sr.IT Technical Lead
WIPRO TECHNOLOGIES / Novant Health
Kolkata
01.2024 - Current
- Responsible for managing the delivery of IT production systems and services, and supporting the infrastructure service management lifecycle, ensuring client satisfaction, and managing risk to services.
- Providing operational support, ensuring production systems and devices are online and available.
- Manage the delivery of IT production systems and services, ensuring client satisfaction, and management of risk to services.
- Support the infrastructure service management lifecycle, including incident management, Daily Governance Calls, and Daily Stand-Up calls with different Technical Tower Leads.
- Collaborate with cross-functional teams to ensure effective service delivery, and continuous improvement.
- Utilize your skills in Infrastructure Service Management to ensure the highest level of service quality. Professional and Technical Skills.
- Handling the daily governance call with the different tower leads and discussing the incident (INC) and service request ticket (RITMS) audits, where scope for improvements can be shown, and highlighting the aging of the tickets.
- Handling weekly client calls and discussing the volumetric trends, backlogs for incidents, service requests, and an overall holistic view and trend of the process, as well as the scope for improvements, if any.
- Conducting daily and weekly audits for incidents and service requests to analyze the trends and share feedback with the technical leads for different towers.
- Monitoring P1/P2 dashboards to ensure timely ticket resolution, and sending follow-up emails to the technical leads for SLA monitoring.
- Creating and preparing the daily reports for incidents and service requests via the ServiceNow (SNOW) portal, and conducting feedback sessions for the new joiners.
- Reviewing and evaluating change requests, assessing risks, and prioritizing them based on business impact and urgency.
- Communicating with stakeholders, technical teams, and end users to ensure that changes are properly planned, implemented, and documented.
- Scheduling and coordinating changes, ensuring that they are implemented during approved change windows, and minimizing conflicts with other changes or business activities.
- Document the change, and maintain accurate records of changes, including request approvals, implementation details, and post-implementation reviews.
- Keeping stakeholders informed about the status of changes, including progress, issues, and outcomes.
Sr.IT Technical Lead
WIPRO TECHNOLOGIES / VERIZON
Hyderabad
06.2021 - 12.2024
- Handle customer incidents on demand by taking ownership of issues and manage the demands of multiple assigned tickets via ETMS Center. (Enterprise Ticket Management System)
- Document and track troubles within the ETMS to facilitate trouble resolution setting up Bridge details for different Tower Leads, Business Stakeholders and Support Teams on the call as per the problem and requirement.
- Provide information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures and alternate solutions to resolve issues outside normal guidelines and procedures.
- Manage vendors / suppliers and ensure operations are held within the SLA, driving external 3rd parties to assist in troubleshooting and restoration procedures of the services catered to.
- Interface with Verizon and/or local providers for the isolation and repair of customer troubles and exercise ownership and independent judgment and manage the escalation process as required, in support of trouble repair activities.
- Reinforce the use of and educate the customers on Verizon's automation tools such as the YEC, Quick Functions, email statuses and e-bonding ticketing and assist with inbound escalation calls as required to support the team in real time or in a disaster recovery situation.
- Responsible for generating repair/maintenance tickets and providing progress updates and escalation processes to Verizon Business customer and business stakeholders.
Technical Lead
Cognizant TECHNOLOGY SOLUTIONS
Kolkata
11.2018 - 02.2020
- Managing the life cycle of all IT Service outages and answering the Global down Applications line and updating the incidents in ServiceNow portal (SNOW) for Major Incidents.
- Manage client and internal stakeholder communications, keeping them informed about incident progress and next plan of action and provide support to both the end users as well as the support teams and Tower Leads who are addressing an outage.
- Schedule and facilitate the bridge meetings, working with teams to determine times to reconvene, and working with the Tower Leads on the content of the notifications.
- Presenting Initial RCA's for the Incident after resolution and sharing the same with the Problem management team for the closure of the incident there by providing them with the Problem Ticket.
Assistant Manager / Subject Matter Expert
HSBC DATA PROCESSING INDIA PVT LTD
Kolkata
09.2007 - 04.2016
- Assisted the team manager in handling a 12 member team and provided supervision. Successfully migrated the Business Process & Support model process of HSBC from Hong Kong and its implementation. Work with Internal and External Audit, IT, Compliance and Controls. BCP Management.
- Fund Administrator – Fund and Static Data set up for global transfer agency and account maintenance for global jurisdictions.
Visa Documentation Consultant
CARAVAN TRAVELS – GLOBOTEL
Kolkata
11.2005 - 01.2007
- Processed visa applications and ensured timely non-discriminatory application processing.
- Supervising the completion of all relevant immigration and visa documents. Reviewing and ensuring that all information provided by clients was accurate and correct as well as preparing and checking legal documents.
- Preparing fee quotes and information required and assisting clients in obtaining visas, work permits and other documentations.
Education
Bachelors - Commerce (Finance)
Calcutta University
Kolkata, India01.2003
Higher Secondary -
M.G.R Academy
Kolkata, India01.2000
CBSE -
International Indian School
Jeddah, Kingdom of Saudi Arabia01.1998
Skills
- Service desk and help desk management
- Business process improvement
- Operations management
- Identity and access management
- Flexibility and adaptability
- Completed the ITIL 4 Foundation Level course, Udemy
- Business process migration in Hong Kong
- DNIIT - e-commerce from NIIT
- IT service management
- Continuous improvement
- Governance frameworks
- Quality audit and governance
- Data analysis / Ticket monitoring
Accomplishments
- Was awarded the Best Employee for the month and Quarter in HSBC bank
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Arabic
Beginner
A1
Timeline
Sr.IT Technical Lead
WIPRO TECHNOLOGIES / Novant Health
01.2024 - Current
Sr.IT Technical Lead
WIPRO TECHNOLOGIES / VERIZON
06.2021 - 12.2024
Technical Lead
Cognizant TECHNOLOGY SOLUTIONS
11.2018 - 02.2020
Assistant Manager / Subject Matter Expert
HSBC DATA PROCESSING INDIA PVT LTD
09.2007 - 04.2016
Visa Documentation Consultant
CARAVAN TRAVELS – GLOBOTEL
11.2005 - 01.2007
Bachelors - Commerce (Finance)
Calcutta University
Higher Secondary -
M.G.R Academy
CBSE -
International Indian School
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