Mohamed Vassim
Chennai
Summary
With over 10 years of experience in the IT industry, this professional has played a crucial role in numerous cloud migration projects, guaranteeing the smooth transfer of vital applications. Working closely with application owners, have consistently provided customized infrastructure solutions that meet specific needs. Through comprehensive feasibility assessments and risk identification, have effectively communicated mitigation strategies to stakeholders, ensuring the seamless implementation of cloud-based solutions. Been part of migration activity of CRM tool to cloud environment. Worked with different application owners on infrastructure delivery depending upon needs. Monitor and track project milestones as promised deliverables and timely sharing of report
with stakeholders. Being involved in end-to-end project activity from planning to execution. Managing client issues, escalating to appropriate teams as needed and determining the solution
Overview
11
11
years of professional experience
Work History
Team Lead Operation
Movate Pvt Ltd
04.2020 - 11.2023
- .Possess expertise in people management, leadership, and cross-functional team building.
- As a Team Lead, I achieved project objectives by effectively completing assigned tasks and activities with a team of 16 members in my portfolio
- Deliver project and domain-driven outcomes with excellence by employing effective program management, problem-solving, process reengineering, change management, and training automation
- Client facing exposure with international clients (USA, UK & India) strong at stakeholder management with the ability to develop and maintain working relationships with clients and negotiate in a diplomatic and win-win situation.
- Lead the development and delivery of analytical and business intelligence capabilities to support organizational frameworks
- I advance and expand these abilities through data-driven strategic and operational decision-making
- Being involved in end-to-end project activity from planning to execution
- Been part of migration activity of our recent CRM tool to cloud environment
- Monitor and track project milestones as promised deliverables and timely sharing of our report with stakeholders
- Improved MTTR, FCR and Resolution % by focusing the team on proven and operational improvement best practices which resulted in the achieving 98% Response SLA, 97% Resolution SLA with 95% FCR
- Streamlined the service desk process for effective functioning and better management of tickets and SLA
- Created SOP / Documentation for the Tier1 Team, this helps to handle tickets effectively and escalate tickets when it becomes out of scope
- Won the Front Runner Award for the financial year of 2022-23, receiving a rating of 5 in both appraisal cycles
- Coordinating with senior management to get signoff for process improvement initiatives and risk & compliance team for audits.
- Creating an SOP (Standard Operation Procedure) documents and training materials for the project
- Visited client locations several times for knowledge acquisitions – St Louis, USA
Senior Engineer
CSS Corp
10.2016 - 09.2020
- Driving the efficiency and effectiveness of the incident management process
- Producing management information, including KPIs and reports
- Monitoring the effectiveness of incident management and making recommendations for improvement
- Developing and maintaining the incident management system
- Driving, developing, managing, and maintaining the major incident process and associated procedures
- Reviewing and auditing the process
- Ensuring that all IT teams follow the incident management process for every incident
- Producing Incident Reports for Incident Management and Major Incident Management
- Ensure NOC processes are aligned towards achieving committed SLAs
- Ensure objectives and goals of the NOC are met in relation to customer service down times
- Monitoring Alerts and creating tickets and other activities like appending, putting a server in maintenance Mode (suppressing the alerts during a planned activity) etc
- Ensure accuracy and detail with all NOC trouble tickets, assist with prioritization and delegation when necessary
- Instigating Major Incident Reports (MIR) to establish root cause and lessons learnt to improve future service delivery to the business and external clients
- Handle high priority incidents and outages, which involves initiating Bridge calls and sending notifications to the stakeholders, customers, and Engineering teams.
- Train the new hires and on floor engineers on Communication skills and soft skills
- Monitoring calls and emails and provide feedback to engineers
- Initiated weekly Calibration calls with the Clients and other internal teams
- Prepare training course maps and documents
- Monitored employee performance to keep projects on task.
- Mentored junior engineers, providing guidance in best practices and fostering professional growth opportunities.
- Responding to all significant occurrences around-the-clock.
Application Engineer
CSS Corp
04.2013 - 10.2016
- Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations
- Performing disaster recovery operations and data backups when required
- Protecting data, software, and hardware by coordinating, planning, and implementing network security measures
- Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems
- Replacing faulty network hardware components when required
- Maintaining, configuring, and monitoring virus protection software and email applications
- Monitoring network performance to determine if adjustments need to be made
- Conferring with network users about solving existing system problems
- Operating master consoles to monitor the performance of networks and computer systems
- Coordinating computer network access and use
- Participation in providing training to new joiners as required by the process
- Providing network support, troubleshooting VOIP mobile application
Education
PG Diploma - International Business Management
Coventry University
01.2012
Under-Graduation - Industrial Biotechnology
DR MGR University
Chennai01.2010
Skills
- Cross-functional teams leadership
- Leadership and team building
- Collaboration and Teamwork
- Good hands-on Experience with Service Now
- Hardware & Networking Trouble shooting skills
- Interpersonal skills
- Communication skills
- Strategic Thinking
- Time management
Languages
English
Urdu
Hindi
Tamil
Hobbies and Interests
- Swimming
- Travelling
- Playing Cricket
- Playing Football
Timeline
Team Lead Operation
Movate Pvt Ltd
04.2020 - 11.2023
Senior Engineer
CSS Corp
10.2016 - 09.2020
Application Engineer
CSS Corp
04.2013 - 10.2016
PG Diploma - International Business Management
Coventry University
Under-Graduation - Industrial Biotechnology
DR MGR University
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