Jehangir Hussain
Senior Engineering Manager - Service Delivery
Bangalore
Summary
A IT Service Management professional with several years of experience in a variety of roles such as process improvement, service transition and people management. A proactive, analytical and results-driven individual that has a proven track record of delivering a high level of service to customers across diverse industries. With a wealth of experience in Team Management processes including technical support, IT Helpdesk Management, Major incident/problem resolution and ITIL best practices, Service Delivery Management; and have managed large teams to deliver operational excellence on a consistent basis.
Overview
22
22
years of professional experience
3
3
Certificates
Work History
Senior Engineering Manager - Service Delivery
Altimetrik
Bengaluru, India
02.2026 - Current
- Led cross-functional teams consisting of 7 Technical towers which includes Network & Voice, Compute, Middleware, Database, EUC, IAM and Messaging and Collaboration and 2 Non-IT Towers such as ITSM and ServiceDesk, and to aligned project goals with organizational objectives, driving performance enhancements.
- Managed resource allocation and inventory control to ensure seamless operations and cost-effectiveness.
- Streamlined communication channels between departments, fostering collaboration and transparency in decision-making.
- Mentored junior staff, promoting professional development and enhancing team capabilities in operations management.
- Analyzed operational data to identify trends, supporting informed strategic decision-making processes.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Effectively managed departmental budgets, identifying opportunities for cost reduction and resource optimization.
- Oversaw staff and sub-contractor performance review assessments.
- Allocated resources to planned programs according to business objectives.
Senior Consultant - IT Service Manager
Infosys Ltd.
Bangalore, IN
11.2023 - 02.2026
- Successfully transitioned services for a banking client, such as Major Incident Management, Problem Management, Service Request Management, and Event Management, from the client's in-house team to Infosys.
- Managed a team of four for the above-mentioned services.
- Created and reviewed the Process Interface Manual.
- I built a team of four and trained them in Major Incident Management and Problem Management.
- Conducted interviews and identified skilled candidates to meet client standards.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Identified key areas in need of improvement, and implemented plans to rectify issues.
- Streamlined the Major Incident Management and Problem Management process.
- Served as an escalation point to ensure defects are managed efficiently.
- Created standard templates for weekly service review calls.
- Conducted internal Major Incident Management and Problem Management process review calls with Technical teams and Service Desk to educate and emphasize following the correct process.
- Served as a point of contact to manage critical and crisis priority incidents.
- Ensure service requests are managed within SLA, and serve as an approver for any new workflows or CIs that need to be introduced into ServiceNOW.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
Customer Operations Manager
Advanced Business & Health Care Solutions
Bangalore, Karnataka, India
02.2023 - 07.2023
- Held monthly review calls with clients to reflect on performance of previous month and discuss improvement plans wherever necessary.
- Ensured response to alerts in prompt manner, ticket queue management, ensuring collaborative problem determination and resolution with other technology groups.
- Provide direction to enable various technical Teams deliver excellent proactive support to all clients.
- Designed process to meet business initiatives and drive continuous improvement.
- Work closely with multiple service delivery team which includes improving overall knowledge of systems, infrastructure, and processes.
- Ensured that team delivers outstanding service and meets or exceeds agreed SLAs with all customers.
- Worked with Technical Service Leads and customer-aligned Service Delivery Managers to ensure; adherence to contractual commitments, delivery of services exceeding SLAs, and positive customer experience.
- Reported issues to higher management with great detail.
Major Incident and Problem Management Lead
Kyndryl India/ IBM India PVT LTD
Bangalore, Karnataka, IN
07.2014 - 02.2023
- Managed a team of 12 members both Onshore and offshore.
- Managing Major Incidents involving IT infrastructure (On premise, IBM and Azure cloud), Applications (SAP,ETL, CSP) ecommerce platforms and Supply Chain related issues
- Managed the Major Incident Management service transition.
- Conducted Weekly and monthly review calls with the client.
- Prepare MIM Playbooks for different issues to benefit the team members.
- Managed time efficiently in order to complete all tasks within deadlines
- Learned and adapted quickly to new technology and software applications
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Proven ability to develop and implement creative solutions to complex problems
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Exercised leadership capabilities by successfully motivating and inspiring others
- Conducted post-resolution reviews with team members.
- Developed highly effective incident response and problem team and trained extensively in preparation for possible events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Successfully assisted the T&T project (DC Migration) during my assignment in the United Kingdom by efficiently managing the Major incident Management team which involved resourcing, mentoring, additional training (If required), taking ownership and handling escalations.
- Received rewards and accolades from client and (Kyndryl/IBM) top Management.
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- Review process documents and liaising with Client Service Manager, Service Availability Manager and Service Lead
- Managed and reviewed the business service CI's along with Service availability Manager (SAM), SLM team and Service Managers (Client) and Project Managers (In charge of new projects).
- Performed RCA review with the Problem Manager, Technical SME and Service Availability managers thus, providing good quality RCAs to the client.
- Actively involved in recruiting team members.
- Performed yearly review of Process Interface Manual.
- Critical involvement in approving new projects to BAU via Service Introduction (As a part of PGLS phase of project).
- Closely monitored and took decisions on business-critical changes thus, reducing repeat incidents and problem RCAs caused by change.
- Conducted post-resolution reviews with team members
- Provided immediate emergency response and incident management
- Developed highly effective incident response team and trained extensively in preparation for possible events
Team Lead - IT Helpdesk
IBM India PVT LTD
Bengaluru, IN
11.2009 - 06.2014
- Call Queue Monitoring, handling breaks and maintaining parameters within agreed SLA.
- Actively provided floor Support
- Effectively handled escalation calls
- Prepared Troubleshooting documents and updated knowledgebase by coordinating with author.
- Involved in discussions with various Service Delivery Leads and Managers from IBM and client side in weekly interlock calls.
- Identified process gaps and streamlined the process.
- Identify low performing analysts and provided necessary refresher training.
- Effectively conducted team huddles and updated teams on process changes and provided constructive feedback.
- Conducting new hire, team lead and manager process training
- Call and ticket monitoring and providing feedbacks.
- Dispatching JML tickets and emails
- Performed DSAT RCA and providing feedback
- Escalation ticket RCA
- Analysis on misrouted tickets and provided feedback
- Submitting Customer Service Satisfaction Survey, SLA, productivity reports
- Conducting process knowledge tests
- Introduced case studies and applied them i
- Involved in ticket SLA breach and pending status calls and helped reduce defects
- Managing tasks and incident tickets in coordination with incident and task management team
- Promptly worked on staged tickets and call accuracy assignment tickets and provided feedback wherever necessary
- Provided RCA on escalated tickets to RSMs
- Involved in Reverse KT with new Service provider
- Managed schedules, accepted time off requests and found coverage for short shifts
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Directed and supervised team of 75 (Front desk and IMACs) engaged in process and technical development.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Technical Support Representative
Hewlett Packard Enterprise
Bengaluru, IN
04.2005 - 12.2005
- Provided Desktop and laptop support to US consumers which included Diagnoses and troubleshoot hardware, software and network issues.
Customer Service Representative
Accenture Services Private
Bengaluru, IN
02.2004 - 04.2005
- Diagnosed and troubleshot various issues ISP related issues (Southwestern Bell Corp) Consumers and home office customers such as IP configuration, firewall configuration as well as wireless and HPNA connections and also, supported 2-wire home portal routers.
- Supervised and trained new resources.
Education
Bachelor of Engineering - Mechanical Engineering
N. M. A. M. Institute of Technology (NMAMIT)
India 01.1999 - 04.2003
Skills
Managing operations
Problem-Solving
ITIL 4 Foundation certification
Problem management
Change management
ServiceNow administration
Service review governance
Continuous improvement planning
Incident management
Stakeholder management
Workforce planning
Knowledge management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Senior Engineering Manager - Service Delivery
Altimetrik
02.2026 - Current
SIAM Professional
07-2024
Senior Consultant - IT Service Manager
Infosys Ltd.
11.2023 - 02.2026
Customer Operations Manager
Advanced Business & Health Care Solutions
02.2023 - 07.2023
Major Incident and Problem Management Lead
Kyndryl India/ IBM India PVT LTD
07.2014 - 02.2023
Team Lead - IT Helpdesk
IBM India PVT LTD
11.2009 - 06.2014
Technical Support Representative
Hewlett Packard Enterprise
04.2005 - 12.2005
Customer Service Representative
Accenture Services Private
02.2004 - 04.2005
Bachelor of Engineering - Mechanical Engineering
N. M. A. M. Institute of Technology (NMAMIT)
01.1999 - 04.2003
Certification
Certified Google Cloud Digital Leader
Projects
1. iD Evolve : Virtual Network Provider (iD Mobile) service provider transition from a competitor to Kyndryl/IBM
- Introduction to Major Incident Management and Problem Management process followed at Kyndryl/IBM
- Drafted, reviewed and accepted (With client and Account Management team ) the Process Interface Manual for Major Incident Management and Problem Management.
- Trained resources hired for the project.
- Worked in cohesion with the Service Availability Manager and Service Level Management team to define KPIs and SLAs.
2. T&T project (DC Migration) : Client infrastructure and Network Transition and transformation from Legacy DC to the new DC.
- Provided prompt response and resolution to incidents caused by the project thus avoiding delays in project execution.
- Worked in cohesion with Project Manager,Account technical Leads , Architects and Subject Matter experts to identify potential issues and resolving them in a timely manner, thus avoiding delays in project execution.
- As an Major Incident Management operations lead effectively distributed and coordinated the incident work load
3. Project Alloy: Service provider transition from Kyndryl to a competitor.
- Effectively conducted the knowledge transfer for the Major Incident Management
4. Service Transition for a banking Client
- Effectively conducted the knowledge transfer for the Major Incident Management, Problem Management, Service Request Management and Event Management processes.