Mohammed Mirza Tajuddin Ali Baig
Associate Manager, IT Service Operations
Hyderabad,TG
Summary
Dynamic IT professional excelling in IT service operations and team management. Proven track record of enhancing SLA compliance and customer satisfaction through quality audits and process optimization. Skilled in the ITIL framework and adept at mentoring teams to achieve operational excellence.
Overview
5
5
years of professional experience
2
2
Certification
Work History
Associate Manager, IT Service Operations
Parexel International
Hyderabad
01.2024 - Current
- Direct Service Desk and NOC monitoring operations across shifts; manage handovers, floor support, and on-call coverage.
- Prepare and review shift handover, ticket, queue, aux usage, and “heat check” reports; perform D-Sat analysis and drive corrective actions.
- Conduct periodic audits, share feedback, and implement improvements to uphold process adherence and service quality.
- Lead PKT (Process Knowledge Tests), run team huddles, and update processes and knowledge articles to reinforce standards.
- Oversee aged cases, queue health, and escalations; triage with resolver groups to meet SLAs and reduce backlog.
- Coordinate D&T NOC tasks and monitoring via xMatters and dashboards to sustain 99%+ network uptime.
- Create and manage rosters, allocate workload, and mentor analysts/specialists to improve performance and accountability.
- Issue planned/unplanned outage notifications with clear impact, status, and ETAs; ensure timely updates to business.
- Streamline workflows, update SOPs, and standardize handoffs to improve resolution times and consistency.
- Perform Workday admin tasks and support access/process updates aligned with compliance and operational needs.
- Maintained 99%+ network uptime across global operations.
- Reduced aged case backlog by 45% through proactive queue management.
- Improved SLA compliance from 92% to 97% by streamlining incident triage.
- Enhanced customer satisfaction (D-Sat scores) by 15% through targeted quality audits.
- Successfully managed a team of 40+ analysts and specialists, boosting productivity.
- Cut average resolution time by 20% through process updates and workflow optimization.
IT Service Desk Analyst – Global IT Service Desk
Diebold Nixdorf
Hyderabad
01.2022 - 01.2024
- Delivered enterprise-grade L1 support for end users; documented cases and ensured accurate triage.
- Validated urgency/impact, coordinated updates, and supported expedited resolution during outages.
- Guided users on access requests and change/removal procedures; ensured adherence to policy and timely fulfillment.
- Conducted call barging for coaching; collaborated with Knowledge Manager to update and retire articles.
- Handled 50+ tickets per day with a 95% first-call resolution rate.
- Supported global teams across multiple time zones, ensuring 24/7 coverage.
- Achieved top audit scores for ticket documentation and resolution accuracy.
IT Helpdesk Analyst
Tata Consultancy Services
Hyderabad
08.2020 - 01.2022
- Troubleshot desktop, network, and application issues; ensured high-quality ticket documentation.
- Supported software configuration, license management, and endpoint hygiene.
- Assisted onboarding for service desk associates, tools access, and workflow orientation.
- Delivered 90%+ SLA compliance for incident resolution.
- Assisted onboarding of 20+ new hires, reducing ramp-up time by 30%.
- Contributed to endpoint security compliance, reducing vulnerabilities by 15%.
Education
B.Sc. - Computer Science
ST. Joseph’s Degree And PG College
Hyderabad04-2020
Intermediate - MECS
Narayana Junior College
Hyderabad04-2017
SSC -
Sri Chaitanya School
Hyderabad04-2015
Skills
- ITIL framework
- Team management
- Knowledge management
- Operations management
- Quality audits and assessments
- SLA monitoring
- xMatters integration
- Incident and problem management
- Change and access management
- SLA and KPI reporting
- ServiceNow platform
- Orienting and training
- SolarWinds (Orion) network monitoring tool
- NOC operations support
- Service desk operations
- Smax and Assyst ticket management tool
- Workday system
- Citrix
- sap
- Microsoft 365 suite
- Active Directory
- Cisco AnyConnect VPN
- VMware
- Azure and Intune management
- SCCM
- MFA security and authentication
- BitLocker management
- McAfee endpoint protection
- Windows operating system
- Microsoft Office applications
- Excel spreadsheet skills
- PowerPoint presentation skills
- Application lifecycle management (ALM)
Certification
- Microsoft Office Specialist
- Cambridge Assessment English
Projects And Internship
- CNC Plotter (Computerized Numerical Control Plotter), Academic project focused on automated precision plotting.
- AIESEC Global Volunteer (Egypt, 2 months), Contributed to 'Reduce Inequalities (Women Empowerment)' initiatives, collaborating across cultures and stakeholders.
Languages
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Telugu
Intermediate (B1)
B1
Timeline
Associate Manager, IT Service Operations
Parexel International
01.2024 - Current
IT Service Desk Analyst – Global IT Service Desk
Diebold Nixdorf
01.2022 - 01.2024
IT Helpdesk Analyst
Tata Consultancy Services
08.2020 - 01.2022
B.Sc. - Computer Science
ST. Joseph’s Degree And PG College
Intermediate - MECS
Narayana Junior College
SSC -
Sri Chaitanya School