Md Shahbaz Akhtar
Service Management Lead
Delhi
Summary
Desire to be a part of vibrant and leading organization and create footprints in IT Service Management and Project Management to assist the organizations in all aspects by utilizing the skills, knowledge and experience with a balance of hands-on management and leadership responsibilities.
- Dynamic and resourceful IT Service Management Specialist with more than 14 years of experience in IT operations & management of enterprise system using internet and web services, web applications, databases, virtualized servers & network systems in a 24/7 global environment.
- ITIL V3 and SCRUM Masters Certified with leadership experience in spearheading service delivery, projects, & training teams in the design, implementation and operation of guidelines and best practices for delivery of business outcomes.
- Strong combination of project & process management abilities with proven expertise in building functional requirements, developing and implementing service strategy, overseeing and achieving the delivery of managed services according to performance expectations and operational efficiency.
- Success in leading, delivering and transitioning technology and financial projects from USA to India for clients from Australia, USA, and UK, as well as establishing and implementing broad learning and development strategies in support of employment development initiatives.
- Excellent communication skills with the ability to establish collaborative working relationships with key stakeholders including clients to deliver business technology solutions.
Overview
16
16
years of professional experience
18
18
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Service Management Lead
Capgemini Technology Services
Bengaluru
05.2022 - Current
- Analyze business and stake holder needs, priorities, document requirements and make recommendation on how to apply best practices and methodologies to address priorities, policies, technical problems and bottlenecks.
- Develop process documentation and get them signed off from required stakeholders.
- Collaborate with Tools team as required to customize ITSM tools in-scope.
- Agree with stake holders on KPI/Metrics to be used to measure effectiveness of process and calculation mechanism of each of KPI/Metrics.
- Actively contribute to Business process Re-engineering & Quality team by defining process Maps & Standard Operating Procedures for the desk as per ITIL standards.
- Managing client escalations and reviews with BU.
- Identification of pain areas and initiating desired Service Improvement Plans (SIP) and running them effectively.
- Introduced Capacity/SACM/Change Management process compliance and quality reviews.
- Successful completion of Yearly Audit for Incident/Problem/SACM/Capacity and Change Management.
Service Management Senior Specialist
HCL Technologies
Noida
07.2019 - 05.2022
- Successfully created and implemented Incident management, Problem management, Change Management, Asset and Configuration management and Service Request workflows in Service Now.
- Successfully created client documents for all modules from scratch - Incident management, Problem management, Change Management, Asset and Configuration management and Service Request.
- Created all training document and PPTs for all ITSM modules mentioned above.
- Defined and ensured adherence off KPIs for all above each processes.
- Interviewed and Onboarded Service Management/Process excellence team for project.
- Introduced various team building exercises and cross trained all resources for all ITSM modules.
- Defined KRA's for Service Management team and monitored their performance on monthly basis and completed their appraisals.
- Successfully represented and closed Process Excellence compliance during external audit performed by client. Received various appreciations from HCL top management for same.
- Conducted multiple training sessions for all ITSM modules to more than 100 engineers in various technical teams. Also conducted training sessions for over 10 external vendors via Teams meetings.
- Hosted CAB calls, Problem Management calls, Incident Management calls and Daily/Weekly/Monthly service review calls.
- Drove value creation process and ensured that project met its operational target.
Process Specialist
Accenture Services Pvt. Ltd.
Gurugram
03.2013 - 07.2019
- Manage and coordinate activities during overall incident lifecycle for client. Manage severity 1 outages and ensure that restoration is done within service level agreement with client.
- Update relevant stakeholders regularly through emails and phone and apprising them of status of critical and high priority incidents.
- Join and Chair bridge calls for resolution of critical and major incidents
- Responsible for driving resolutions for "Critical" and "High" priority incidents. Have to coordinate between internal resolver team and external vendors providing them with relevant information and updates in order to get issue resolved.
- Also responsible for making various reports with data required by client. Performing incident analysis, root cause analysis, trend analysis and updating support content is also key part of daily workload.
- Represent incident management and service desk team at change meetings. Updating knowledge base with solution provided on various incidents.
- Provide inputs to Problem Management Team about recurring issues and get problem tickets opened.
- Coordinate with various resolvers teams to provide resolution to users for their various queries.
- Monitor service desk bucket to reduce ageing or breached tickets.
IT Operations Executive
IBM Global Process Services
Noida
08.2011 - 03.2013
- Managing team and publishing various matrix reports.
- Floor support and 1st point of escalation.
- Being responsible to improve performance of bottom performers by monitoring calls, mapping their performance, coaching and evaluation.
- Obtaining expertise in call conference and call divert functions.
- Providing refresher trainings on floor and feedback to agents.
- Located bottlenecks to streamline existing processes
- Identified trends and assessed opportunities to improve processes and execution
- Conducted regular meetings with team to discuss issues, concerns and updates
IT Customer Service Associate
Optimizer Services
Pune
09.2007 - 12.2008
- Assisted in troubleshooting user problems relating to Network connectivity, Upgrades, MS Office products and Internet connectivity.
- Managed over 50 customer calls per day.
- Performed installation of software and drivers and essential desktop troubleshooting.
- Analyzed customer data to identify trends and anticipate customer needs
- Monitored customer service metrics and performance indicators to identify areas of opportunity
Education
Bachelors in Computer Application - Computer And Information Sciences
Dr. D.Y. Patil Arts, Commerce & Science College
Pune, Maharastra 07.2007 - 01.2011
High School Diploma -
D.A.V Public School
Bokaro, Jharkhand 05.2005 - 06.2007
Matriculation -
De Nobili School
Bokaro, Jharkhand 04.1993 - 05.2005
Skills
ITIL
Certification
ITIL V3 Foundation
Timeline
Six Sigma Yellow Belt
08-2022
Service Management Lead
Capgemini Technology Services
05.2022 - Current
ITIL 4
05-2022
Certified Scrum Master
08-2020
Service Management Senior Specialist
HCL Technologies
07.2019 - 05.2022
ITIL V3 Foundation
06-2015
Process Specialist
Accenture Services Pvt. Ltd.
03.2013 - 07.2019
IT Operations Executive
IBM Global Process Services
08.2011 - 03.2013
IT Customer Service Associate
Optimizer Services
09.2007 - 12.2008
Bachelors in Computer Application - Computer And Information Sciences
Dr. D.Y. Patil Arts, Commerce & Science College
07.2007 - 01.2011
High School Diploma -
D.A.V Public School
05.2005 - 06.2007
Matriculation -
De Nobili School
04.1993 - 05.2005