Mohammed Zubair
Bangalore
Summary
Experienced IT professional with over 11 years in the industry, specializing in incident, problem, and change management. Successfully supported global operations within a fast-paced environment, demonstrating a strong understanding of ITIL processes and procedures. Exceptional organizational abilities and the ability to motivate cross-functional teams to deliver effective solutions. Proven track record of setting up and optimizing operations to exceed customer satisfaction. Seeking a challenging position to leverage experience and knowledge for a positive impact and become a valuable asset to the organization.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Management Specialist
Capgemini Technology Services India Limited
Bengaluru, India (Remote)
03.2021 - Current
- Reduced customer complaints by streamlining communication channels and setting performance standards for the team.
- Actively participated in business development activities to identify new opportunities for expanding our portfolio of services.
- Developed comprehensive reporting mechanisms for tracking key performance indicators, improving overall efficiency in service delivery.
- Managed vendor relationships to optimize collaboration, leading to improved service quality and cost savings.
- Managed a diverse team of professionals, providing mentoring opportunities that fostered career growth for individual employees while improving overall team performance levels.
- Created detailed documentation for all service management procedures, ensuring consistency in operations and ease of reference for staff members.
- Collaborated with cross-functional teams to ensure seamless integration of service management processes across departments.
- Developed strong relationships with clients through proactive communication and timely resolution of issues, fostering trust and loyalty among customers.
- Ensured compliance with industry best practices by conducting regular audits and implementing corrective actions when needed.
Problem & Change Manager
Capgemini Technology Services India Limited
Bengaluru, India
02.2019 - 03.2021
- Coordinated closely with other ITIL process owners to ensure consistent alignment of objectives and procedures throughout the organization.
- Increased customer satisfaction by promptly addressing and resolving reported problems.
- Analyzed trends in incident data to proactively identify recurring issues, leading to targeted improvements in IT systems.
- Championed a culture of continuous improvement by actively seeking feedback from internal customers on the quality of support provided by the Problem and Change Management function.
- Enhanced change management effectiveness with thorough risk assessments and detailed planning.
- Spearheaded root cause analysis investigations into high-impact incidents, providing actionable insights that informed future preventative measures.
- Streamlined communication between teams by establishing clear escalation paths for critical issues.
- Managed cross-functional teams through complex system upgrades, ensuring seamless transitions with minimal service interruptions.
- Implemented process improvement initiatives within the Problem and Change Management department, resulting in increased operational efficiency.
- Mentored junior team members in problem-solving techniques, contributing to overall team growth and development.
- Conducted post-implementation reviews for major changes, identifying opportunities for further optimization or enhancement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Problem Manager
DXC Technologies, Hewlett Packard Enterprise
Bengaluru, India
11.2016 - 02.2019
- Improved problem resolution times by implementing efficient tracking and monitoring systems.
- Implemented process automation tools to minimize manual intervention in the problem management lifecycle, increasing efficiency and accuracy.
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Facilitated regular meetings with IT service teams to discuss ongoing incidents and coordinate efforts towards effective resolutions.
- Conducted post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.
- Promoted a culture of continuous improvement within the problem management function by regularly reviewing and optimizing processes, tools, and methodologies.
- Developed and maintained a knowledge base of known issues, contributing to quicker diagnosis and resolution of reported problems.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Incident Management Lead
HCL Technologies
Chennai, India
01.2015 - 05.2016
- Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.
- Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
- Proactively conducted post-incident reviews, identifying areas for process improvement and sharing lessons learned across the organization.
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
- Increased customer satisfaction ratings by effectively addressing and resolving critical incidents in a timely manner.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
- Played a pivotal role in crisis management efforts, coordinating resources and serving as a trusted advisor to senior leadership during high-profile incidents.
Incident management
IBM India
Bengaluru, India
11.2012 - 12.2014
- Implemented a structured approach to incident management that reduced downtime caused by unplanned outages or disruptions significantly.
- Developed comprehensive incident management plans to minimize downtime and maintain service levels.
- Streamlined incident management process with effective use of ticketing systems to track progress and maintain visibility into ongoing issues for all stakeholders involved in resolutions efforts.
- Coordinated training sessions for team members on incident management best practices, strengthening overall team performance.
- Implemented incident management protocols, expediting issue resolution and reducing customer complaints.
- Ensured compliance with ITIL best practices during incident management activities, promoting standardized processes across the organization.
- Optimized response times to critical incidents by developing incident management protocols that streamlined resolution efforts across teams.
- Maintained high-quality service standards by adhering to established protocols for incident management and escalation procedures.
- Led major incident management efforts, coordinating cross-departmental resources to resolve complex technical challenges swiftly.
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
Education
Bachelor of Computer Applications -
Vijaya College, Bangalore University
Bengaluru, India05.2012
Skills
- Incident, Problem and Change Management
- Service Level Management
- Customer satisfaction measurement
- ITIL Framework Expertise
- Team Collaboration
- Customer Relationship Management
- Process Improvements
- Problem-Solving
Languages
English, Hindi, Kannada, and Urdu.
Personal Information
- Father's Name: Sarwar
- Date of Birth: 11/07/1990
Certification
- ITIL Foundation Certificate in IT Service Management
- Professional Scrum Master 1
Disclaimer
I hereby declare that all the above-furnished details are true and correct to the best of my knowledge and belief.
Timeline
Service Management Specialist
Capgemini Technology Services India Limited
03.2021 - Current
Problem & Change Manager
Capgemini Technology Services India Limited
02.2019 - 03.2021
Problem Manager
DXC Technologies, Hewlett Packard Enterprise
11.2016 - 02.2019
Incident Management Lead
HCL Technologies
01.2015 - 05.2016
Incident management
IBM India
11.2012 - 12.2014
Bachelor of Computer Applications -
Vijaya College, Bangalore University