Rizwan Khot

• Oversee end-to-end IT service delivery, ensuring SLAs, KPIs, and contractual commitments are consistently met.
• Manage major incidents efficiently, leading root cause analysis (RCA) to prevent recurrence.
• Drive continuous service improvement initiatives based on incident trends and lessons learned.
• Act as the primary point of contact for clients, ensuring clear and effective communication.
• Foster strong relationships with clients and key stakeholders to ensure alignment with business goals.
• Optimize service processes through automation and proactive problem resolution.
• Collaborate with internal teams and external vendors to ensure seamless and high-quality service delivery.
• Maintain comprehensive service documentation and track performance metrics for reporting to leadership.
• Identify service improvement areas and implement initiatives to enhance IT operations and customer experience.

• Perform project management and transition activities.
• Managing, planning, and prioritizing project deliverables and activities.
• Develop and prioritize a road map for the projects beyond the initial phases, working with technical leads, architects, and subject matter experts.
• Worked as a project coordinator for the LCTP and NGT projects across The Dow Chemical Company’s infrastructure around the globe.
• Preparing reports for project deployments, and publishing status reports to management.
• Understanding business requirements for LCTP and NGT deployments.
• Attending meetings with management regarding project closure.
• Maintaining records for all technicians’ performance, deployments, and leaves.
• Coordinating with all locations for deployments on a daily basis.
• Understanding location-wise pending work for deployments, and assigning accordingly.

Incident KPI:

• Independently managing major incidents from start to finish.
• Preparing and distributing daily, weekly, and monthly reports.
• Providing information to the Service Desk, Problem, Change, Project, Technical teams, Client Service Manager, and Service Director during and post-Major Incidents.
• Creating and regularly updating process documentation for audits and reference.
• Contributing to the Service Improvement Program.

Problem KPI:

• Log problem records for MIMs and high-priority incidents; submit RCA within 5 days, coordinating with L3 teams for corrective actions.
• Conduct RCA review calls with client stakeholders for reactive Problem Records sign-off and closure.
• Perform trend analysis from SNOW incident data to identify and log proactive Problem Records, ensuring closure each month.
• Maintain and periodically review the KEDB in SNOW for the creation, updates, and retirement of known error articles after permanent fixes.
• Create and submit weekly, monthly, and yearly reports to CG and client stakeholders within the SLA.

Change KPI:

• Governing and managing the entire Change Management process.
• Chairing weekly internal and client CAB meetings for change approvals.
• Reviewing failed changes and creating PIR documents for client submission.
• Evaluating regular CR activities and suggesting standard CR templates.
• Preparing the monthly KPI report.