Jehangir Hussain
Customer Operations Manager
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, 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
19
19
years of professional experience
2
2
Certificates
Work History
Customer Operations Manager
Advanced Business & Health Care Solutions
Bangalore, Karnataka
02.2023 - 07.2023
- Held monthly review calls with clients to reflect on the performance of previous month and discuss improvement plans wherever necessary.
- Ensured response to alerts in a 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 the overall knowledge of the systems, infrastructure, and processes.
- Ensured that the team delivers outstanding service and meets or exceeds the 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 a 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
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
IBM India PVT LTD
Bengaluru
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 the 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
- Provided a presentation and training on IBM Integrity and security
- 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 the RSMs
- Involved in Reverse KT with TCS
- Ensuring the team is company specified parameter compliant
- Business conduct guidelines internal auditor.
- Managed schedules, accepted time off requests and found coverage for short shifts
- Coached team members in techniques necessary to complete job tasks
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Directed and supervised team of 75 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.
- Directed and supervised team of 88 engaged in Front office and JML(IMACS).
Technical Support Representative
Hewlett Packard Enterprise
Bengaluru
04.2005 - 12.2005
- To market company products, hence, liaise with potential customers and existing customers.
- Technical support for Desktop related queries
- Team supervision
- Training with regard to ISP and networking issues.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
Customer Service Representative
Accenture Services Private
Bengaluru
02.2004 - 04.2005
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to South Western Bell Corp customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided Technical support for ISP and 2-wire Router related issues.
- Provided support for static IP configuration, firewall configuration as well as wireless and HPNA connections.
- Effectively Supervised new joiners.
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services, and company information
Education
Bachelor of Engineering - Mechanical Engineering
N. M. A. M. Institute of Technology (NMAMIT)
India 01.1999 - 2003.04
Skills
Multitasking Abilities
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
ITIL 4 Foundation
09-2023
Customer Operations Manager
Advanced Business & Health Care Solutions
02.2023 - 07.2023
Certified Google Cloud Digital Leader
01-2023
Major Incident and Problem Management Lead
Kyndryl India/ IBM India PVT LTD
07.2014 - 02.2023
Team Lead
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 - 2003.04
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 MIM process. Prepared process playbooks for top 10 Call drivers.
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