Mohammed Haq

• Ensured that the transition from lead to manager role did not impact the project of removing the user access cloning concept, and also aimed to eliminate the usage of shared login credentials in the team.
• As a manager, lead, motivate, and drive the team to perform effectively in the challenging environment to build strong cross-business relationships.
• Train SMEs to ensure there are backups of myself to ensure they run the process smoothly in my absence.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• To work with other managers, support teams, and application owners to update new and missing business application administration procedures, and help in maintaining and updating the team SharePoint.
• To provide application-related walkthroughs to internal audit teams and external auditors (PWC, KPMG, and RBI).
• Ensure all the different shift staff supporting HK, UK, and US hours have all the required application access to avoid dependency issues in the team.
• In the US Federal Reserve Bank audit findings, I helped the control owners implement a preventative segregation of duties workflow by writing a manual instructions-related document for the process, and to also support non-IAM-related applications.

• As an SME on the job, my job was to handle:

i) Complete quality checks for the associates in the team.

ii) Handle shift-related escalations.

iii) Manage projects in the team.

iv) Cross-training team members in GSC China as part of the workload balancing for our own team is a part of the Shared Services Project, wherein different regions of businesses were merged, providing the business with 24/7 coverage within the specified project timelines.

• Championed a culture of continuous improvement by regularly reviewing and updating information security application procedures to reflect current workflows.
• Proactively worked with technology and production managers to identify potential issues and ensure effective remediation in resolving issues during crises and outages, enabling timely updates to users, business partners, and the rest of the teams, etc.
• Play an active role in onboarding for new applications, and lead the team in application training and preparation of the required documentation.
• I have been a part of onboarding multiple SOX and high-risk applications, which have been automated to the Giam tool for the automation of user access recertification, leavers, and transfer processes, as well as toxic combination reviews.
• Point of contact for the onshore team on providing evidence and samples for auditing to ensure Sox compliance for internal/external findings (if any).
• Created monthly metrics reports for management to track, measure, and report the progress on Quality Assurance on a weekly basis in the standard format.
• As a SME, lead the team with the quality of work expected from management, with the goal of nil errors.

• The IAM GB&M Application team, where I was working, had over 600 trading applications, whose access was provisioned on a daily basis. The expectation from my side was to learn all the applications.
• From Day 1, I was trained to handle user queries and new trading applications on how to create, modify, and delete users from applications on which business users needed access on a daily basis in the bank.
• As training was progressing, I was also taught to handle user escalations through e-mail, calls, or through the HSBC chat system.
• The team was handling requests that had a 1-hour SLA, so the expectation from everyone was to handle rotational shifts, on which I was able to deliver for years during my tenure.
• I was trained on minor risk-based applications first, and as per my quality of work, I was later trained on high-risk applications, such as Bloomberg, etc. It took me 3 years to learn all the 600+ applications.