Jacheem Eqbal
Program Manager & Ops Leader
New Delhi
Summary
Seasoned IT professional with 15 years of rich & extensive experience in spearheading and managing the finance as well as IT Operations for large-scale organizations globally.
Demonstrated track record of integrity, innovation, and excellence. Excellent leadership skills and ability to manage people in a way that inspires, develops, and delivers results
Knowledgeable of risk management frameworks, different security standards such as ISO 27001, regulatory requirements, Cybersecurity emerging trends
High level of technical and analytical capabilities, skilled at decision-making under uncertainty, combined with a commonsense approach
Overview
17
17
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Program Manager and Operations Leader
Capgemini
Noida
02.2023 - Current
- Provided professional services and support in a dynamic work environment.
- Cultivated interpersonal skills by building positive relationships with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Senior Service Delivery Manager & SRE Squad Leader
Kyndryl India Pvt Ltd (Formerly IBM India Pvt Ltd)
01.2020 - Current
- As Service Delivery Leader responsible for contract scope, deliverables and commitments - including service delivery, billing, Client payment, resource investments - and measuring performance against plan.
- Reviewing the IT security measures and safeguarding the information resources of the enterprise to maintain integrity, confidentiality and availability of data.
- Managing Financial Services portfolio account comprising of 40 teams across geographies with 250+ FTEs
- Participate in cost/recovery, identify ways to reduce cost, and improve service. Manage the monthly resource unit billing for all managed services and vendor contracts. Oversee the monthly labour claim and other charges.
- Rendered consultancy for Request for Proposal (RFP) & Request for Quotation (RFQ) responses and Proof of Concept (POC); including resource allocation, solutioning definition and quality of the solution.
- Plan and conduct Quarterly Business Reviews (QBR) with the client leadership team to drive improvement actions and look for scope expansion within the account
- As Transformation leader act as SRE squad leader of a Global team of SREs across multiple domains i.e Distributed, Mainframe, Network, Security, Middleware, DWS, IAM, Ops Support.
- Worked on the project for the integration of Sailpoint IIQ with Azure AD & Mainframe RACF
- CyberArk deployment for midrange and mainframe platforms
- Worked with the customer for the Microsoft Azure MFA and MS Defender deployment
- Worked with the Chief Architect for the planning and implementation of the hardware refresh of mainframe Tape Library from V7720 to V7770
- Lead the technical teams in the designing, planning and deployment of the upgrade of Mainframe CICS (v5.5), MF MQ(v9.2)
- Lead the technical teams in the planning and upgrade of BMC Control M from v6.4 & v8.0 to V9.19
- Worked on the migration of the Storage from legacy SAN, NAS & Flash devices to IBM Cloud -Storage as a Service to reduce the capital expenditure and reduce the need for constant capacity planning.
- Deployment of Ansible playbooks across Intel and Linux servers to perform the mef3 collection, continued risk based patching.
- Worked with the Automation team and Linux team to create the playbook for automated Server Build.
- Managed the project to perform the esxi refresh for all the VMware environment from Flex 440 to SN550 hardware.
- Worked with different teams(Infra & application) to understand process flow and traffic to create the network topology and the production system architecture overview to help quickly identify the point of failure incase of a outage or service degradation.
- Use technical knowledge and familiarity with client to identify new opportunities for growth. Develop offering/solution strategy from opportunity assessment
- Drive the Agile transformation, participate in daily standups, weekly retrospectives and Showcases.
- Devise and drive automation and innovations engagement i.e. Ansible, PCMi, RCP, ChatOps, Process Improvements
- Enabler of teams during difficult engineering problems by providing Technical leadership and decision making.
- Accountable for the upkeep and ensure availability of all tier 1 assets, Servers (On-prem & Cloud), Network, Firewall, Storage, Backup.
- Create overall topology and matrix for client environment and dependencies to help educate teams visualize impact and value of their effort
- Advise and coach employees to help them develop their skills and capabilities to best meet their career aspirations and current and future business needs.
- Managing sub-contracts with vendors providing critical support i.e Managed Security Services, Service Desk, Data Center Support, Cloud service Provider
- Review the outcomes and audit results, interface with key auditees for the agreement of remedial action plans and help enable smooth audit execution.
- Engage with CTO, Technical Architects and Customer to determine Annual Technology Plan and engage Finance and procurement team for capital expenditure approval
- Identify areas of client satisfaction and dissatisfaction by analyzing and evaluating client feedback data obtained through client surveys, complaints, focus groups, workshops or personal
Service Integration Leader/Service Availability Manager
IBM India Pvt Ltd
01.2018 - 01.2020
- Account Management: Responsible for managing and coordinating global integrated services delivery teams for account and client
- Manage Labor Claiming and project claim codes and ensure accurate billing - Manage and report RU Billing for Infrastructure Delivery Team and Service Desk
- Analyze actual contract performance and costs to-date, contract plans and commitments, contract revenue, expense, and gross profit through term of the contract.
- Work with the Client to formulate business organization and information strategies to assist them to Implement information, technology and services in support of their business
- Monitor and manage all Major incidents – Act as contact point for Customer management for all Major incidents
- Work on RCAs and devise corrective actions and initiate preventive measures
- Chair daily standup meetings with all delivery teams across 3 time zones to discuss incidents, problem and changes from previous day and plan for upcoming events
- Responsible to optimize availability of IT infrastructure, systems and services to meet commitments IBM has made to its clients related to availability target levels in cost-effective manner
- Compliance and Audits: - Create and review risk letters for EOL products and other security exceptions - Create, review all process interface manual annually along with all procedure documentations
- Engage with internal audits teams and Customer to perform periodic reviews i.e KCO, 4DDDR, External auditors
Service Integration Leader - Mainframe & ISeries
IBM India Pvt Ltd
New Delhi
01.2016 - 01.2018
- Successfully completed challenge of creating Mainframe Skill building program keeping in mind upcoming demands to build Mainframe competency as part of transition from Japan to India.
- Active participated in campus recruitment, telephonic interviews across country to hire resources for mainframe competency.
- Worked with Learning and Development team to create training programs and hire experienced trainers to upskill resources.
- Built the Security Management Excellence Competency for Mainframe Service Line. Created the solution, cost case and process & procedure documents. Travelled to Japan to present the Solution to the Account teams, demonstrated the range of skills and services that IBM India can provide and the benefit to the Accounts
- Solution was accepted and Security Management Excellence team went live for 76 Account
- Japan Management has deemed Security Management Excellence as excellent reference case for other SFV transformation as highly independent delivery model from India.
- Regular connects have been established with primary Stakeholders improving clarity in demand fulfillment and release plans. Weekly connect with Japan Resource Manager has resulted in real time tracking of CBCs and PMPs
IAM Leader
IBM India Pvt Ltd
01.2015 - 01.2016
- Delivery of IAM Services from Transition to Steady State following defined delivery control techniques throughout each project's lifecycle especially team engagement and effective stakeholder management, time management, risk and issues management, quality assurance, communication management and clear project/BAU SLA attainment
- CyberArk implementation across multiple platforms to integrate the PAM for employee from different business unit across 17 countries.
- Client Relationship Management – Regular customer review sessions yielding service improvement plans, proactive risk management
- Created and maintained communication channel with CISO and Security Managers to help them with planning and deploying their security governance and IT policies.
- Transformational & Tactical Project Management – Transition of different IAM and compliance services provided from different location to Noida location for better governance and delivery
- IT Compliance Management – Provide oversight of risk-response efforts across IAM Service line, Reviews effectiveness of risk-response plans and approve
- Review and create the required Process interface manuals and procedures for Identity and Access Management.
Delivery Operations Manager
IBM India Pvt Ltd
01.2011 - 01.2015
- Worked with experts and end-users to develop application system requirements and to determine and resolve problems throughout the related testing process by identifying potential impact thereby translating business requirements into deliverables.
- Communicate KRIs to senior stakeholders to stimulate their decision-making process
- Perform Team Building in teams spread across locations
- Own and add value in evaluation of Delivery Readiness review, RFC approval, Job responsibility reviews
- Determining training needs and conducting programs to enhance employee efficiency in operations and drive towards accomplishment of corporate objectives
- Lead the weekly session for problem Solving to discuss all Severity issues and their solution
- Responsible for the Compliance & Quality at the competency level (Process/procedure documentation, Work instructions, Incoming ticket reduction, Transaction Quality Improvement)
- Ensure implementation of and compliance with documented operations management practices and procedures specifically for problem, change, incident management and request for service processes
- Lead the IAM Audit response for multiple Internal & External Audits including 4 Corporate Audits
Team Leader
IAM Service Line
04.2009 - 01.2011
- Successfully transitioned 13 Primary Control Account across different Geo
- Transitioned the first Secondary Control Account in Delhi
- Collaborated in the deployment of the UAT Pilot
- Lead the Dormant ID Project for all IAM Account across India CIC
- Lead the Root ID Compliance Program for all IAM Account across India CIC
- Lead the IAM RCA & Compliance Management team for Delhi
- Lead the Defect Prevention Project resulting in 6 times increase in DDP submitted
Security Delivery Specialist
IBM
01.2008 - 04.2009
- Support Active Directory Environment including but not limited to user/group maintenance and Service Accounts within Microsoft’s Active Directory
- Provisioning/Deprovisioning user access and privileges through RACF on Mainframe and other distributed platforms
- Resolve access related issues
- Perform the userID and privilege reconciliation and periodic revalidation.
- Review of the Role based access and annual certification
Advanced Support Group
IBM
06.2006 - 01.2008
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
- Provide remote helpdesk support and performing problem cause analysis
- Identify and upsell relevant hardware and software packages to customer by understanding their wants and needs
Education
Bachelor of Engineering -
Assam Engineering College
Gauhati 04.1999 - 06.2003
Skills
IT Service Delivery management
Client relationship management
People Management
Financial Management & Forecasting
Technical Leadership
Solutions development
DWS, IAM, Risk And Audit
Transition and Transformation
Additional Information
- Awards and Recognitions- , GTS Quality Excellence Award in 2016,2014- Best People Manager Award, 2015, 2012- IBM Top Talent, 7 times- Won the 2018 White Paper contest onManaging Millennial
Timeline
Program Manager and Operations Leader
Capgemini
02.2023 - Current
Senior Service Delivery Manager & SRE Squad Leader
Kyndryl India Pvt Ltd (Formerly IBM India Pvt Ltd)
01.2020 - Current
Service Integration Leader/Service Availability Manager
IBM India Pvt Ltd
01.2018 - 01.2020
Service Integration Leader - Mainframe & ISeries
IBM India Pvt Ltd
01.2016 - 01.2018
IAM Leader
IBM India Pvt Ltd
01.2015 - 01.2016
Delivery Operations Manager
IBM India Pvt Ltd
01.2011 - 01.2015
Team Leader
IAM Service Line
04.2009 - 01.2011
Security Delivery Specialist
IBM
01.2008 - 04.2009
Advanced Support Group
IBM
06.2006 - 01.2008
Bachelor of Engineering -
Assam Engineering College
04.1999 - 06.2003