Jehangir Hussain
Senior Manager - Program Management
Bangalore
Summary
IT Service Management and Service Delivery professional with several years of experience in process improvement, service transition, and team management. Delivered high-quality service across diverse industries while managing large teams in technical support, IT Helpdesk Management, major incident resolution, and ITIL best practices.
Overview
23
23
years of professional experience
3
3
Certificates
Work History
Senior Manager - Program Management
Altimetrik
Bangalore, KARNATAKA
02.2026 - Current
- Led cross-functional teams consisting of seven technical towers, and two non-IT towers, to align project goals with organizational objectives, driving performance enhancements.
- Streamlined communication channels between departments enhance collaboration and transparency in decision-making.
- Currently working with Infrastructure leads in preparing a Knowledge Transfer plan.
- Drove infrastructure teams to maintain a knowledge base with standard operating procedures, revise architectural documents, and runbooks.
- Oversaw the successful upgrade of 400 servers from Windows Server 2016 to Windows Server 2022, ensuring minimal downtime, improved system performance, and meeting compliance requirements.
- Led the vulnerability management tasks and governance calls.
- Oversaw the optimization of 250 NOC alerts, enabling auto callout to technical teams, and auto ticketing.
- Developed strong relationships with clients and stakeholders, facilitating long-term partnerships, and repeat business.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Achieved 95% client satisfaction scores by ensuring transparent communication, and timely deliverables.
- Mentored junior resources, promoted professional development, and enhanced team capabilities in operations management.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Oversaw workforce management planning, volume predictions, and capacity planning.
- Delivered a 30-60-90 Go-to-Green plan to strengthen governance on change management and drive cross-skilling and upskilling initiatives.
Senior Consultant - IT Service Manager
Infosys Ltd.
Bangalore, KARNATAKA
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
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
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.
- Learned and adapted quickly to new technology and software applications
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- 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.
- Received rewards and accolades from client and (Kyndryl/IBM) top Management.
- Review process documents and liaising with Client Service Manager, Service Availability Manager and Service Lead
- Performed RCA review with the Problem Manager, Technical SME and Service Availability managers thus, providing good quality RCAs to the client.
- 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
- Developed highly effective incident response team and trained extensively in preparation for possible events
Team Lead - IT Helpdesk
IBM India PVT LTD
Bangalore, KARNATAKA
11.2009 - 06.2014
- Call Queue Monitoring, handling breaks and maintaining parameters within agreed SLA.
- Effectively handled escalation calls
- Prepared Troubleshooting documents and updated knowledgebase by coordinating with author.
- Conducting new hire, team lead and manager process training
- 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
- 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.
- 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.
- 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.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Technical Support Representative
Hewlett Packard Enterprise
Bangalore, KARNATAKA
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
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
Service Delivery
Project Management
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 Manager - Program Management
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
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.