Jameel Sadath Mohammed

• Ensure Service Delivery adheres to established internal and Client processes.
• Develop and deliver audience-appropriate communications to varying levels of Client stakeholders.
• Manage risks and issues related to Client service delivery.
• Track action items through to closure and document decisions arising from those actions.
• Indirect-Business leader/Manager for 30 AMS support engineers. Conduct Performance review and provide feedback in collaboration with functional managers.
• Maintain comprehensive release schedules and regularly communicate these to Clients.
• Manage required client project Margin Targets by effective resource utilization.
• Effective Demand Management through prioritization of tickets and escalations.
• Establish and lead recurring governance meetings with Client including preparation of materials.
• Review key service reports and metrics with Clients to properly align expectations.
• Be a pro-active contributor to support customers which are running 24x7x365..
• Drive Continuous Service Improvements by providing feedback about improvement opportunities to internal service/product teams.
• Be a role model to peers and other technical members of staff by looking for ways to meet and exceed challenging performance standards and targets.
• Align with the client’s business strategy and needs to ensure that Rimini Street is providing the most relevant and valuable service and communicate those needs throughout the Service Delivery Teams.
• Partner closely with Executive Leaders/Regional Managers of the Support Engineers/Consultants to ensure that the right set of skills are available to service client needs.
• Monitor response, update, and resolution SLAs to ensure delivery and high client satisfaction.
• Understand client environments and ensure changes/updates to the same are reflected in operational documentation.
• Provide expertise, guidance, and participation during the Service Transition of Clients.
• Develop and contribute to the reporting and measurement of Performance Management targets.
• Communicate effectively across organizations within Rimini Street (e.g., sales, marketing, account management, support, etc.)
• Assist in the organized knowledge transfer from key Client stakeholders and incumbent service providers to Rimini Street AMS team.
• Act as a contact for Client emergency situations and escalation management.

Account Director

Strategic Leadership: Guide the delivery team with clear strategic direction to achieve business goals and objectives.

· Client Management: Develop and sustain strong relationships with client stakeholders, ensuring high client satisfaction and retention

· Project Oversight: Oversee the delivery of multiple projects concurrently, ensuring adherence to budget, timeline, and quality standards.

· Account Mining: Maximize revenue and foster long-term relationships with existing clients, identify expansion opportunities, strategically align with client’s vision and evolving business needs to offer compelling solutions.

· Operational Efficiency: Drive process improvements and operational efficiencies to enhance delivery performance and profitability.

· Team Development: Mentor and develop a high-performing delivery team, fostering a culture of collaboration, accountability, and continuous improvement.

· Risk Management: Identify and mitigate risks associated with project delivery and client engagements.

· Financial Management: Handle delivery budgets, forecasts, and financial performance metrics.

Service Delivery Manager-TAM

• The OMCS Service Delivery Manager (SDM) represents the customer as a single point of contact within Oracle.

• The SDM manages OMCS services in line with the contract, manages the services engagement for assigned customers Develop and maintain relationships with senior management across lines of business and third parties.

• SDM/TAM acts as a Business/Virtual Manager for the backend technical teams both DB and

Infra levels.

• Define KPIs.

• Plan and deploy Support activities (IM,CM,PM) to ensure effective delivery within agreed budgetary constraints.

• Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures.

• Assure and improve the quality of the service, and maintain accurate account information.

• Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

• Be the SPOC for oracle operational Support for different technologies. Namely, Oracle Cloud Infrastructure service (EXADATA) / Oracle application services (Oracle EBS,OBIEE and Fusion Middleware Services.).Plan PMPs accordingly.

• Provide periodic Customer Service Delivery Reviews, Operational Reviews, and maintain Service Plan

• Provides project management and change control oversight for Cloud Services projects

• Plan weekend/monthly Infrastructure and application maintenance in co-ordination with backend operation team and customer

• Conduct upsell and marketing when/where ever required.

• Closely work with pre-implementation team to make sure projects are delivered precisely as defined in the contract.

• Operations Manager act as a Primary contact for CSC’s Cloud infrastructure customers and act as a SPOC for any Production outages reported and be available round the clock.

• Drive daily service review meeting (DSR) with all the account Delivery Executives in collaboration with customers and technical leads to capture any gaps in the process and determine the most reliable solution to fill the gap before the next meeting or within the deadline decided over the call.

• Closely work with technical authorities to gauge any upcoming maintenance or planned activities, so to communicate and seek approvals from clients well in advance.

• Act as an approving authority for any break/fix or emergency Infrastructure changes for aligned set of cloud customers.

• Manage ERP release management, controlling the movement of releases to test and live/Production environments with an objective to ensure that the integrity of the live environment is protected and correct components are released into it.

• Work with Project Management teams to help onboard new projects and remain connected until the projects transitioned to Production environment. Hence hold good understanding of project management techniques.

• Lead a team of Problem managers (15) to perform root cause analysis and timely submission of reports to the aligned clients with in the agreed SLAs.

• Perform proactive and reactive problem management in collaboration with Technical Leads and Managers.

• Manage team roster and align the members to the duties as per the business requirement.

• Allocating daily jobs and workloads to the Problem Management team and track monthly individual performance and provide feedback accordingly.

• Closely work with Automation team to get appropriate reports generated/created about team’s performance and present it to the Senior Management as and when required.

• Constantly looking for ways to improve processes and cover gaps with most valued solution with team’s consent and opinion.

• Thoroughly work with technical authorities to get deep dive analysis performed and problem records updated accordingly on all Sev 1 and 2 outages reported and resolved.

• Identifying business requirements by working with business units.

• Establishing the scope of services, timeliness, and hours of operation, recovery aspects, and service performance.

• Translating business requirements into IT requirements.

• Developing and maintaining a service catalog, including costs for different tiers of service performance.

• Performing gap analysis between business requirements and available services.

• Determining the costs related to services such that service goals satisfy business needs at a price the business can afford.

• Drafting, negotiating and refining SLAs with the business units, ensuring business requirements are met and agreement from all parties involved.

• Implementing SLAs.

• Measuring SLA performance, reporting results and adjusting as necessary.

• Run Daily Service review calls in-coordination with all the SDMs, CDMs and Tech Leads to make sure all SLAs and OLAs are met.

• Perform Monthly Process Deep Dive analysis to capture the Gaps in the process and run periodic Service Improvement calls to find remedy to cover the Gaps.

• Be a part of Transition calls when accounts migrate from staging to Production environment to capture all the KPI, SLA and Contract details to be monitored/Accessed in Production.

• Perform TNI and TNA in accordance with performance of Operations.

• Advocated all the Sev 1 and 2 situations for NGA APAC Accounts and drive it until resolution.

• Acted as an approving authority for any emergency break/fix Infrastructure changes.

• Advice the resource (SME) needed to the Situation manager on Bridge.

• Closely work with Technical teams (Network,Middleware,DBA,SAP and Avaya) in preparation of Post Outage reports.And share the same with the Clients.

• To make sure the clients are acquainted as per the SLA and contract Guidelines about the progress and resolution about the incident on the bridge.

• To analyze root cause (Sev1 and 2s), identify Known Error and coordinating actions to fix the error.

• To review the Problem Trends and Planning and Driving Improvement Plan

• To Maintain Known Error Database in order to identify and resolve further similar future problems to help restore the affected services as soon as possible with a minimal impact on the business.

• To be a part of Pain Value analysis meetings to get the broader view of the impact of an incident or a problem on the business.

• Prepares and maintains project plans and tracks activities against the plan, providing regular and accurate reports as appropriate.

• Ensures that deliverables are met per the scheduled date.

• Manages the change control procedure gaining agreement for revisions to the project from project stakeholders.

• Run weekend diagnostic tests on all NGA Application before the close of the week to make sure all applications working as usual and to proactively report any errors and warnings to the Technical team to make sure they are fixed before the start of business next week

• Lead the Network Migration Project from Convergys to Northgate Arinso for Hyderabad Location and made it successful without any hassles. Received appreciations and rewards for the same.

• Participate in Weekly management Meetings to discuss the performance and the SLAs met for the week.

• Be a part of Client calls where CPS Intervention is required.

• To make sure that all client related documents are updated on Timely basis.

• Advocated and owned the responsibility for AT&Ts North America accounts hosted over exchange and hosting platforms to address their Infrastructure requests and issues and route them to the appropriate teams to get them answered and worked on and as priority.

• Submit changes post capturing valid business needs whenever customer requested for any infrastructure modifications and track until its successful implementation.

• Closely work with McAfee SaaS (formerly MX Logic) and Message Labs if any new requests or technical assistance reported by Client.

• Create exchange active directory accounts for any new client users and setup mailbox.

• Monitor Netcool for “Fatal” and “Critical” alerts and act to restore service for Client systems, databases, networks, and/or applications while enforcing SLAs for both the Client and USi.

Ensure that all alerts from Netcool are being responded to appropriately by available resources (platform, network, DBA, On-call,etc) and documented via journal entries and cases.

• Determine Severity levels of alerts, cases, client calls, emails, etc. and resolve according to documented processes and procedures associated with the specific level. Send client page with proper client, data center location, and a brief description of the issue in a timely manner. Additionally, send a resolution page upon the completion of the severity event.

• iChange workflow and calling submitters to ensure that approved iChanges start at the requested time and accomplished accordingly. Communicate with the client facing resources if the end time for an iChange is in jeopardy of breeching to get iChange extension or rollback approval in order to not miss the window.

• Ensure each shift has coverage with at least one platform, database, DCO and network resource available 24x7x365 including off-hours, vacations, sick time and holidays.

• Patch execution to address and mitigate risk associated with operating system vulnerability on production systems.

• Attend weekly client status call to update the status of current ongoing incidents and to take new requests from client if any.

• To be in regular contact with the technical team offshore to discuss the upcoming technical outages. Pro-actively create reports and update the effected Clients.

• Attend daily pre-shift Con call in co-ordination with the offshore team to discuss the SLAs.

• Generate daily operation report and communicate to the team to know there performance and where they stand in the team.

• Conduct one-one meeting with the team on weekly basis to address and understand there needs to improve the process.

• Participate in HR activities. Conduct Operations round & select the right candidate from the Operations perspective.

• During these 5 Years I had worked at Multiple BPO's Namely Knoah-C3i-Nipuna Satyam.
• My core responsibility was to handle customer calls and guide them with Technical Support.
• During this tenure I worked in multiple positions namely Call center agent, Subject matter expert, Communication Coah and Network technical trainer.