Malik Shariff
Bangalore
Summary
IT Director with extensive experience at Oracle India, recognized for leadership and strategic acumen. Led initiatives that reduced support requests by 80% and enhanced service delivery. Proficient in ITIL frameworks and proactive strategy development, driving operational efficiency and fostering team collaboration.
Overview
26
26
years of professional experience
1
1
Certification
Work History
IT Director (End User Services)
ORACLE INDIA PVT. LTD
Bangalore
11.2014 - Current
- Heading IT Support Services for Oracle India, supporting L2/L3 technical services for ~45K employees across 33 offices + Proactive Strategic global Leader
- Conceptualized Proactive Strategy Team, reducing reactive tickets ~56K and support hours ~23K, resulting in significant cost savings
- Enhanced end user experience by measuring and monitoring performance metrics.
- Developed and globally deployed self-service OS kiosks, reducing service requests by 80%
- Led the design and launch of a mobile support app enabling on-the-go assistance
- Implemented proactive PC health check tool to predict hardware failures and minimize downtime.
- Established and managed IT support centers across APAC with multilingual capabilities
- Streamlined collaboration between Field Services and Global Service Desk for improved efficiency
- Introduced Apple Care for Enterprise in India, supporting multiple organizations
- Led M&A synergy initiatives and integrated processes globally to streamline operations.
- Implemented new employee care program to support staff integration.
- Created mobile app, Express IT, for iOS and Android platforms.
- Developed script to test connectivity of meeting room devices.
- Honored with Trailblazer Award for exceptional contributions in FY19.
- Recognized with Team Brilliance Award for collaborative efforts in FY16 and FY13.
- Awarded Customer Services Pacesetter for exemplary customer support in FY14 and FY09.
- Honored with Executive Leadership Award as a result of coaching by Marc Michaelson.
Senior Manager, IT Service Management
ORACLE INDIA PVT. LTD
Bangalore
05.2006 - 11.2014
- Headed Global Service Desk (GSD) for Asia Pacific and Field Services for India. Providing technical support for Oracle employees across the globe 24
- Transitioned Helpdesk to Service Desk module following ITIL framework
- Led Field Services for Oracle India, implementing innovative ideas and refining processes
- Enhanced efficiency and effectiveness of global operations to meet business objectives.
- Managing the centers with efficiency, value addition to the Company
- 7. Operations support from four centers along with the team.
- Strategic planning, Merger & Acquisitions
- Coordinated lateral transfers to promote employee career progression
IT Manager
ORACLE INDIA PVT. LTD
Bangalore
04.2004 - 05.2006
- Established Global Service Desk (GSD) in India with multiple support centers to enhance service delivery
- Headed GSD Asia Pacific with multilingual support (India, Singapore & China)
- Led operations for Internal Support, CRM OnDemand businesses, service support for 75K end users
- Managed GSD, CRM OnDemand and Service Program groups
- Managed two centers with a team size of 65 members that includes Managers, Leads, Business Implementation Analysts and Engineers
- Transitioned CRM OnDemand service business support operations to India to optimize support capabilities
- Implemented BCMP to ensure operational resilience for GSD India, safeguarding service continuity
Operations Manager
Confidential - Oracle Internal CLi3L e-SERVICES (ClientLogic)
Bangalore
11.2003 - 03.2004
- Successfully managed program providing end to end technical support for client with 200+ team size that generated most revenue for the company
- Oversaw program performance to ensure alignment with strategic goals.
- Coordinated metrics and daily operations to optimize program delivery.
- Planned and implemented performance incentives to enhance team engagement and support function effectiveness.
- Engaged with clients and senior management to ensure alignment on project objectives.
- Developed action plan for Teams based on their performance
Team Manager
SUTHERLAND TECHNOLOGIES
Chennai
02.2002 - 11.2003
- Successfully launched pilot programs and managed head count of 160, including Team Leaders, Quality, Training and OPS center. Successful transition of pilot programs to Sutherland's major clients.
- Managed programs for Sutherland's clients Compaq/HP and Sony, ensuring alignment with client goals and satisfaction.
- Achieved program-level improvements in productivity and quality, contributing to overall client satisfaction.
- Initiated COPC and Six Sigma awareness for program, enhancing process efficiency and team capability.
- Performed quality reviews and delivered feedback to teams according to performance.
- Delivered efficient technical support to clients, ensuring their concerns were handled effectively.
Technical Support Engineer
TALISMA CORPORATION
Bangalore
02.2000 - 01.2002
- Provided comprehensive technical support to end users for software and printing issues on a daily basis.
- Contributed to the MIS Global Help Desk team in the US and India by solving desktop, intranet, and networking problems, and maintaining the domain as a domain admin.
- Compiled and delivered daily and weekly reports to clients detailing work quality and completion volume.
- Evaluated team training needs and coordinated development programs accordingly.
Contract Engineer
MICROLAND INDIA PVT LTD
11.1999 - 01.2000
- Engineered site projects for HP, VeriFone, Aspect India Development, and Microland Software Service Division, enhancing project delivery and client satisfaction.
- Drafted and reviewed contracts for compliance with organizational policies.
- Collaborated with legal teams to address contract disputes and clarification requests.
- Assisted in negotiating terms and conditions with vendors and clients.
Education
Executive General Management Program -
Indian Institute Management Bangalore
01-2010
Bachelor of Commerce -
Bangalore University
01-1992
Skills
- Cloud service management
- Endpoint management solutions
- ITIL framework proficiency
- Continuous integration practices
- Service quality management
- Process optimization
- Regulatory compliance management
- Vendor management strategies
- Vendor partnership strategies
- Leadership strategy
- Strategic development
- Coaching skills
- Startup operations
Certification
- ITIL 2 & 3 Foundation
- MCSE
- CCNA
- A+
- Commercial Pilot License (CPL) with Multi-Engine rating
- Private Pilot License (PPL)
- Flight Radio Telephone Operator's License (FRTO)
Timeline
IT Director (End User Services)
ORACLE INDIA PVT. LTD
11.2014 - Current
Senior Manager, IT Service Management
ORACLE INDIA PVT. LTD
05.2006 - 11.2014
IT Manager
ORACLE INDIA PVT. LTD
04.2004 - 05.2006
Operations Manager
Confidential - Oracle Internal CLi3L e-SERVICES (ClientLogic)
11.2003 - 03.2004
Team Manager
SUTHERLAND TECHNOLOGIES
02.2002 - 11.2003
Technical Support Engineer
TALISMA CORPORATION
02.2000 - 01.2002
Contract Engineer
MICROLAND INDIA PVT LTD
11.1999 - 01.2000
Executive General Management Program -
Indian Institute Management Bangalore
Bachelor of Commerce -
Bangalore University