Work Preference
Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Awards
References
Languages
Timeline
Generic
Open To Work

MUJEEB REHMAN KHAN

Bengaluru

Work Preference

Job Search Status

Open to work

Desired Job Title

Team Lead - Change ManagementTECHNICAL SUPPORT SPECIALISTSENIOR TECHNICAL ADVISOR – iOS & macOSTeam Lead

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Bengaluru, Karnataka
Open to relocation: No

Salary Range

₹70000/yr - ₹200000/yr

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home option

Summary

Results-driven ITSM professional with 8+ years of experience in Change Management, ITSM operations, and enterprise support. ITIL-based Change Management SME, leading 300+ monthly changes with a 98% success rate. Strong expertise in ServiceNow, CAB/ECAB governance, incident management, stakeholder collaboration, and process improvement within Fortune 500 environments. Seeking senior Change Management or ITSM leadership roles.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Lead - Change Management

Cognizant Technology Solutions
Bengaluru
01.2023 - Current
  • Change Management Leadership:
    - Led enterprise Change Management operations for global Fortune 500 client, reviewing and approving 300+ Standard and Normal changes monthly while achieving 98% change success rate and minimizing change-related incidents
    - Orchestrated end-to-end Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) governance, including pre-CAB preparation, risk assessments, impact analysis, and stakeholder communications ensuring 100% ITIL compliance
    - Authored and distributed CAB Minutes of Meeting (MoM) to 50+ stakeholders, tracking action items and ensuring timely closure across cross-functional teams with 95% on-time completion rate
    - Managed Forward Schedule of Changes (FSC) communications and weekend activity notifications, enabling operational readiness for 200+ stakeholders across global teams in multiple time zones
    - Validated post-implementation outcomes and provided detailed closure comments to technical teams, ensuring comprehensive documentation and knowledge transfer
    - Served as Change Management Subject Matter Expert (SME) and escalation point, mentoring cross-functional teams on ITIL best practices and strengthening governance frameworks
  • Service Management & Operations:
    - Administered ServiceNow Information Technology Service Management (ITSM) platform for incident management, achieving 95% Service Level Agreement (SLA) compliance and reducing average resolution time by 30% through process optimization
    - Executed IT onboarding and offboarding processes for 100+ employees monthly, configuring secure credentials, Active Directory access management, and coordinating with hiring managers to ensure zero-day productivity
    - Managed Employee Central Portal (ECP) tickets and order guide submissions for seamless employee lifecycle management including onboarding, transfers, and offboarding activities
    - Provided Zoom Enterprise conference support and incident management, monitoring system alerts, resolving technical issues, and collaborating with Zoom L2 support for advanced troubleshooting
  • Process Improvement & Compliance:
    - Drove process improvement initiatives that enhanced Change Management maturity, improved audit compliance scores by 25%, and reduced change failure rate from 5% to 2%
    - Monitored change lifecycles via real-time IT dashboards, ensuring timely approvals and implementation tracking across 24/7 operations with 99% visibility
    - Implemented queue management optimization that reduced average ticket wait time by 40% and improved team efficiency by 20%

TECHNICAL SUPPORT SPECIALIST

Dell International Pvt Ltd
Bengaluru
02.2019 - 12.2021
  • Resolved 50+ daily technical support tickets for Dell enterprise hardware and software with 95% first-call resolution rate, supporting 2,000+ global users across 15+ countries
  • Developed advanced troubleshooting methodologies that reduced average system downtime by 40% and decreased escalation rates by 25% through root cause analysis and proactive monitoring
  • Delivered technical training programs to 100+ support staff on system diagnostics, Enterprise Resource Planning (ERP) workflows using SAP, and Customer Relationship Management (CRM) integration with Salesforce, improving team proficiency scores by 35%
  • Optimized ERP and CRM operational workflows, achieving 99.2% data accuracy and reducing manual processing time by 20 hours weekly through automation and standardization
  • Implemented 5 major process enhancements that improved Customer Satisfaction (CSAT) scores from 82% to 91% within 18 months
  • Recognized with Star Performance Award for exceptional contributions to technical excellence and customer service delivery

SENIOR TECHNICAL ADVISOR – iOS & macOS

Concentrix (AppleCare Support)
Bengaluru
07.2017 - 12.2018
  • Delivered Tier 2/3 technical support for Apple ecosystem including macOS, iOS, and iPadOS to premium AppleCare customers, handling 30+ complex cases daily with 92% CSAT rating
  • Collaborated with AppleCare Engineering teams to resolve 100+ escalated technical issues quarterly, contributing to product defect reports and iOS/macOS bug documentation that influenced product updates
  • Maintained comprehensive case documentation in Apple proprietary systems, creating 50+ knowledge base articles that reduced repeat issue resolution time by 35%
  • Achieved Top 10% performer status in customer satisfaction and technical resolution metrics for 3 consecutive quarters
  • Provided advanced troubleshooting for Mac hardware, iPhone, iPad, and Apple software including system diagnostics, data recovery, and performance optimization

Education

Bachelor of Science - Computer Science

Indian Academy Degree College
Bengaluru
03-2013

Skills

ITSM & Process Management:
ITIL Framework (Change, Incident, Problem Management) ServiceNow Administration Change Advisory Board (CAB/ECAB) Governance Risk Assessment & Impact Analysis SLA/KPI management Process Improvement & Audit Compliance Post-Implementation Review (PIR)

Tools & Platforms:
ServiceNow ITSM Jira Service Management Active Directory Citrix Virtual Desktop Infrastructure (VDI) Queue Management Systems Zoom Enterprise Microsoft Teams Slack IT Dashboards & Monitoring Tools

Software & Productivity:
Microsoft 365 Suite (Expert: Excel, Word, PowerPoint, Outlook, OneNote) Enterprise Resource Planning (ERP) - SAP Customer Relationship Management (CRM) - Salesforce Documentation & Knowledge Management

Programming & Development:
Java/J2EE Android Development (Foundational) Basic Scripting & Automation

Soft Skills:
Stakeholder Management Cross-functional Collaboration Technical Documentation Training & Mentorship Operational Analysis Project Coordination

Websites

Certification

  • ITIL Foundation v4 Certification, In Progress, Q2 2025
  • ServiceNow Certified System Administrator (CSA), Planned, Q3 2025
  • Technical Support Training Certification – Dell Technologies, 2019

Accomplishments

  • Achieved 98% change success rate while managing 300+ monthly changes, significantly exceeding industry benchmark of 90%.
  • Reduced change-related incidents by 60% through enhanced governance and pre-implementation risk assessments.
  • Improved ServiceNow incident management SLA compliance from 85% to 95% within 12 months.
  • Decreased average incident resolution time by 30% through process optimization and team training initiatives.
  • Maintained 100% audit compliance across Change Management processes for 3 consecutive quarters.
  • Trained and mentored 15+ junior team members on ITIL best practices and ServiceNow administration.

Awards

Star Performance Award, Dell Technologies, 2020, Top 5% Performer - Customer Excellence

References

Available upon request

Languages

  • English, Full Professional Proficiency
  • Hindi, Full Professional Proficiency
  • Kannada, Full Professional Proficiency

Timeline

Team Lead - Change Management

Cognizant Technology Solutions
01.2023 - Current

TECHNICAL SUPPORT SPECIALIST

Dell International Pvt Ltd
02.2019 - 12.2021

SENIOR TECHNICAL ADVISOR – iOS & macOS

Concentrix (AppleCare Support)
07.2017 - 12.2018

Bachelor of Science - Computer Science

Indian Academy Degree College
MUJEEB REHMAN KHAN