Mohammed Aziz

Client: Intel, Applied Materials & Analog Devices

Role: Served as a Service Delivery Manager

Responsibilities:

• Client Engagement: Intel, Applied Materials, and Analog Devices were the three key accounts I managed.
  Ensured that contractual obligations were met for all three accounts and their sub-projects.
  Conducted monthly status reviews with stakeholders from each account.
  
• Operational Excellence: Resolved operational issues promptly and proactively highlighted risks.
  Prepared mitigation plans to address potential challenges.
  Regularly reviewed the overall engagement health and provided transparent reporting to both the client accounts and HCL stakeholders.
  Acted as an escalation point for any critical issues within the engagement.
  
• Financial Management: Managed the budget for all three accounts and their projects.
  Maintained accurate forecast records of revenue and expenditures.
  
• Profit Maximization: Continuously collaborated with clients for lead generation.
  Successfully converted leads into billable roles.
  As a result, tripled the profit within a year.
  
• Process Improvement and Best Practices: Implemented best practices and standards to enhance the quality and effectiveness of IT operations.
  Collaborated with clients to develop value-add technical solutions and inculcate the innovation culture in the team.
  
• Project Coordination and Team Management: Coordinated complex projects, ensuring timely completion.
  Delegated tasks to team members effectively.
  Led a team of over 60 technical specialists, overseeing software development, maintenance, and support.
  
• Contract Management: Drafted new and extended Statements of Work (SOW) contracts.
  
• Resource Deployment and Billing: Understood customer demand requirements and efficiently identified and deployed candidates.
  Managed billing and invoicing for project milestones on a monthly basis.

Payroll - Collabera Technologies Ltd (Apr-2021 to Nov-2021)

Payroll - HCL Tech (Dec-2021 to Dec-2022)

Client: Collaborated with Intel.

Role: Served as a Project Lead / Technical Architect.

Environment & Tools: Utilized tools such as Jira, Jira Align, Rally, REST API, Shell programming, and Linux Admin.

Responsibilities:

• Migration and Integration: Successfully migrated 6500+ Rally projects to the Jira application by developing automation scripts.
  Integrated new features into Jira and managed plugins.
  Archived historical data from Rally to Intel’s proprietary EDDAR system.
  
• Jira Align Support: Provided administration and migration support for Jira Align.
  
• Process Transformation: Enabled business units to transition their development process to IT JIRA instance (60k user base).
  Developed solutioning in JIRA, piloted in a test environment, and implemented in production.
  
• Customization and Testing: Developed custom scripts to support requested customizations for Intel Jira & Jira Align users.
  Conducted appropriate testing to validate the scalability and performance of the JIRA Instance.
  
• Incident Handling and Support: Handled and resolved L3 engineering level incidents, service requests, and problem tickets.
  Supported Jira integration with other tools like Git, Teams, email, and 1source.
  
• Migration and Consolidation: Owned manual setup/config aspects during the migration and consolidation of Jira instances.
  
• Plugin Implementation: Explored and implemented multiple Jira Plugins, including Zephyr, BigPicture, eazyBI, Git Integration, and Structure.
  
• Jira Upgrades: Successfully managed multiple Jira major and minor upgrades.
  Ensured seamless transitions and compatibility with existing systems.
  
• Team Leadership: Led the L3 Support team of 20 team members.
  Oversaw their performance, provided guidance, and ensured efficient incident resolution.

Client: Worked with Unilever.

Role: Served as an AEM DevOps Engineer.

Environment & Tools: Utilized AEM as a Cloud Service along with various DevOps Tools.

Responsibilities:

• Successfully migrated Unilever websites from an AEM on-premise setup to AEM as a Cloud Service.
• Implemented DevOps practices in the new environment.

Environment & Tools: Worked with Adobe Experience Manager (AEM)/CQ5, Oracle WebCenter Sites (WCS), Fatwire, HTML, CSS, J2EE, Dynatrace, Splunk, IBM IHS & WAS, Oracle & MS SQL, Web Services, NAS, DNS, Cisco GSS & CSM, and Akamai CDN.

Projects: Managed the Ford Marketing B2C websites across various markets in APA, LATAM, and EG regions.

Responsibilities:

• Web Application Maintenance: Efficiently maintained web applications using Adobe Experience Manager, Oracle WebCenter Sites, and Fatwire.
  
• Business Continuity and Deployment: Ran and protected business operations based on the ITIL & DevOps model.
  Managed Continuous Integration (CI) & Continuous Deployment (CD) Tools.
  
• Troubleshooting and Hotfixes: Troubleshoot production issues, analyzed root causes, and provided hotfixes promptly to ensure smooth operations.
  
• Infrastructure Monitoring and Support: Monitored end-to-end web infrastructure and addressed on-demand requests and incidents.
  
• Deployment and Configuration Management: Actively contributed to web application deployment, User Acceptance Testing (UAT), Load and Performance (LnP) testing, access management, configuration, and security processes.
  
• Stakeholder Collaboration: Liaised with various stakeholders to understand and cater to business preferences.
  
• Innovation and Team Leadership: Nurtured a culture of innovation within the team, introducing several innovative tools.
  Conducted daily stand-up calls with suppliers, outlining agreed Service Level Agreement (SLA) metrics and ensuring IT service levels were met.
  
• Successful Operations Delivery: Led the team toward achieving the agreed SLA for successful operations.

Environment: Worked with the IBM Mainframe, utilizing technologies such as COBOL, JCL, CA7, and VB.NET.

Projects: Contributed to Global Mainframe Technology Operations, where the focus was on supporting and safeguarding critical batch jobs for FORD. These jobs run on IBM Mainframe systems, and our team ensured their timely execution and adherence to agreed-upon Service Level Agreements (SLAs).

Responsibilities:

• Monitoring Batch Jobs: Actively monitored mainframe batch jobs through CA7 queues (REQ/RDY/ACT/ABEND/LATE/SKELETON), Teradata, the mainframe console, and IMS Transactions via OMEGA view.
• Critical Job Reporting: Traced and reported critical batch jobs (including Manufacturing, Payroll, Purchasing, and Marketing tasks) to management upon completion. Collaborated with stakeholders to troubleshoot any job failures.
• Incident Handling: Managed application incidents, requests, and escalations following the ITIL process model.
• Automation Development: Developed numerous automation tools using VB.NET and scripting languages to enhance operational efficiency.
• Business Continuity and Disaster Recovery: Actively contributed to Business Continuity Planning (BCP) and Disaster Recovery (DR) scenarios, ensuring seamless operations even during challenging situations.

Environment: Worked with the IBM Mainframe Station.

Client: Collaborated with Lincoln Financial Group, USA.

Projects: Responsible for maintaining and supporting the backend financial processes of the Lincoln Financial Group.

Responsibilities:

• Provided efficient support for processing financial transactions through the mainframe terminal.
• Generated accurate loan repayment schedules, loan interest logs, and dividend logs using historical loan data, ensuring timely delivery to customers.