Mohammed Usman
IT Hosting Solution & Integration Manager
Brampton
Summary
Dedicated IT professional with 12 years of rich experience in Technology Infrastructure Service Delivery, Governance and Account Management with a proven history of meeting company goals and organizational practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand by generating business value through RFS & Sales.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Hosting Solution & Service Integration Management
IBM India Private Limited
Bengaluru
07.2020 - 05.2022
- As a Technical Service Delivery Manager, provide In-Life consultancy solutions to large and complex enterprises and public sector clients.
- Act as the key interface with Senior stakeholders, both customer and internal.
- Accountable for driving quality infrastructure solutions throughout the full lifecycle of Manged Hosting Operations.
- Recommend solutions to problems and cost-effective strategies to clients
- Chair Daily Operation Review Meetings with Stake Holders, Program and Project Managers
- Manage Hardware Infrastructure Patching activities and renew contracts with the vendors for Hardwares nearing End of Life.
- Identify in-life technical enhancements to optimize solution performance and generate revenue.
- Articulate the technical solution and customer business drivers by creating awareness amongst internal stakeholders
- Provide consultation to customer and stakeholders on in-life customer solutions
- Develop and maintain strong customer relationship
- Chair monthly governance meetings with Storage and Datacenter vendors.
- Liaise with technical teams to decommission software and hardware components of the Datacenter.
- Prepare and manage reporting on Storage Billing, Heat Map (RAG), Capacity, Critical platform infrastructure changes and risks.
- Resolve conflicts and negotiate mutual beneficial agreements between parties.
- Collaborate with team members to achieve target results on complex requests and technical enhancements.
- Improved operations through consistent hard work and dedication.
- Develop and implement performance improvement strategies and plans to promote continuous improvement.
SIAM Associate Business Consultant
Tech Mahindra
Bengaluru
01.2019 - 06.2020
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices and systems to reduce turnaround time.
- Evaluated situations and delivered targeted solutions using various tools and resources.
- Devised strategies to improve organization efficiency and optimize group management.
- Manage Network IT Infrastructure services covering ITSM, SIAM consulting and IT Service Delivery.
- Chair Daily Operation Review Meetings with Stake Holders, Program and Project Managers.
- Recommend solutions to problems and cost-effective strategies to clients.
- Design and execute techniques to enhance productivity and efficiency and reduce risks.
- Manage operational efficiencies, best practices and other improvement initiatives across the organization.
- Act as an advocate for processes, metrics, measurements and tools developed for the business management team.
- Establish and implement service standards with reporting tools, reports on performance against standards.
- Manage daily task and lead the personnel associated with by providing technical support from L2/L3 teams and prioritizing all business-critical tasks.
- Provide problem resolution methods derived from transactional audits.
Service Delivery and ITSM
Microland Pvt. Ltd
Bengaluru
04.2015 - 01.2019
- Manage NOC Operations, Incident, Problem and Event Management.
- Develop and own the processes and procedures used by the team, based on best practice for the industry.
- Ensure the right environment is in place so that staff are effectively mentored, developed and trained.
- Develop the team and work with other departments in the project to achieve common business goals Act as escalation point for customer problems and questions via telephone, e-mail and face to face Escalation contact for service issues at out of office hours
- Led corrective action plans, procedure development, staff performance reviews and training programs.
- Conferred with customer account representatives to service accounts and bring in more than revenue by suggesting ideas productivity and workload analysis.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Major Incident Manager
Hewlett Packard Global Soft India Pvt. Ltd
05.2011 - 04.2015
- Manage the Major Incident Process and ensure effective co-ordination and communication to facilitate restoration of agreed services to the business as soon as possible, minimizing service impact and risk in alignment with the wider business
- Manage Business Continuity and Disaster recovery activities for exceptional service affecting incidents
- Participate and manage the associated Problem Management investigations relating to the Major Incident or other Severity 1 incidents
- Single point of contact between Application/Service Owner and the impacted user Adhere to the responsibilities detailed in the Incident Process
- Manage and coordinate Urgent and High priority incidents and ensure that they are resolved within
Education
Bachelor of Commerce - Financial Accounting And Business Management
Bangalore University, University Education Board
Jnana Bharathi, Bengaluru, 07.2009 - 12.2013
High School Diploma -
St Joseph's Pre-University College
Museum Road, Bengaluru 06.2005 - 03.2007
SSLC - Secondary School Education
The Best High School
HBR Layout, Bengaluru 06.2004 - 03.2005
Skills
Solutions delivery
Certification
SIAM Professional - Certified
Timeline
Hosting Solution & Service Integration Management
IBM India Private Limited
07.2020 - 05.2022
SIAM Professional - Certified
04-2020
SIAM Associate Business Consultant
Tech Mahindra
01.2019 - 06.2020
Service Delivery and ITSM
Microland Pvt. Ltd
04.2015 - 01.2019
Major Incident Manager
Hewlett Packard Global Soft India Pvt. Ltd
05.2011 - 04.2015
Bachelor of Commerce - Financial Accounting And Business Management
Bangalore University, University Education Board
07.2009 - 12.2013
High School Diploma -
St Joseph's Pre-University College
06.2005 - 03.2007
SSLC - Secondary School Education
The Best High School
06.2004 - 03.2005
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