Summary
Overview
Work History
Education
Skills
Websites
Profileoverview
Certification
Languages
Personal Information
Timeline
Generic

Sabir Swain

Bhubaneswar

Summary

Seeking a suitable role in IT Service Management that fully utilizes my experience and ability that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technical Service Manager - IT Consultant

Tech Mahindra
06.2022 - 10.2023
  • Managed IT service delivery for Virgin Media Retail Stores located across UK & Ireland through effective service management practices ensuring seamless operations and continuous support.
  • Efficiently monitored and managed performance of Retail IT Services to ensure seamless availability.
  • Promoted strong culture of knowledge sharing amongst IT Suppliers and Vendors managing complex inter-dependable applications for Retail IT.
  • Streamlined incident management for Virgin Media Retail IT, leading to a significant reduction in overall resolution time and MTTR.
  • Effectively managed suppliers and vendors offering IT Services and ensured services meet customer expectations and it's delivered as per contractual obligations.
  • Proactively engaged with the suppliers, vendors and stakeholders fostering a culture of strong and healthy relationships from organizational levels.
  • Efficiently resolved issues and escalations for Retail IT Services maintaining high service availability and customer satisfaction.
  • Participated in suppliers monthly service review meetings to review performance and promote continuous improvement.
  • Enhanced service availability by conducting thorough root cause analysis on recurring problems to prevent further occurrences effectively.
  • Suggested and implemented ITIL best practices to further standardize and optimize Retail IT service delivery.

Service Delivery Manager/ Project Manager

Wipro Technologies Ltd.
05.2018 - 12.2019
  • Worked with the customer base in the Europe region for multiple domains. Managed infra towers include 90+ team members to support 24*7 support for infra operations including Wintel, EUC, UNIX, Network, Storage, Backup, DB, SCCM/SCOM, and Security towers.
  • Coordinated effectively with Onshore and Offshore Teams for all BAU and Project activities
  • Accountable for ensuring SLA compliance through continuous monitoring of service levels and proactive correction of processes in case of non-compliance.
  • Efficiently managed performance of SIAM team, MIM, and IM team to ensure seamless service delivery.
  • Supported major incident bridges by engaging IT support group/tower managers for efficient and timely resolution of high priority incidents.
  • Successfully managed IT suppliers and vendors required for delivering the IT services.
  • Successfully managed and exceeded major delivery commitments like SLA/KPI targets, ensuring high customer satisfaction.
  • Efficiently managed customer escalations consistently improving overall CSAT scores.
  • Proactively engaged with the customers, vendors and IT suppliers fostering a culture of strong and healthy relationships from organizational levels.
  • Collaborated closely with project managers, delivery team and stakeholders to ensure services are aligned as per the customer requirements.
  • Conducted monthly and quarterly business reviews with senior leadership.
  • Optimized resource allocation by tracking efforts and conducting periodic meets with projects & delivery teams.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Co-operate and end-to-end involvement in IT transformation Projects, such as new process set up, infra up-gradation, and site movement also expertise to handle Go-Live for new processes.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Reduced turnaround time with effective resource allocation and task prioritization.

Process Manager/Major Incident Manager

ATOS India Pvt Ltd.
11.2017 - 04.2018
  • Participated and driven various optimization/improvement projects like ITSM tool (Service Now) Implementation, Jira to Service Now migration and integration, IT risk management, Incident and problem management process upgrade and improvements to various stages of maturity model etc
  • Performed and overseen the activities defined within the process within the compliance of process policies, standards, and procedures
  • Helped and worked alongside the process stakeholders defining the process objectives
  • Identified and managed process risks and issues to appropriate parties involved with the process.

Major Incident Manager

ATOS India Pvt Ltd.
07.2015 - 04.2018
  • Led the critical incident management process for HCM cloud operation, serving as the go-to contact for escalations and high severity issues
  • Led and guided Incident Managers in delivering the Incident Management process, ensuring adherence to ITIL best practices
  • Driven major incidents through Bridge calls till their closure and undertaking complete ownership of all the communication/Exec notification.
  • Responsible and act as an escalation point/single point of contact to expedite incident resolution
  • Improvements under CSI - Incident reduction, proactive problem management, automation of change requests, emergency change request reduction
  • Liaised with team managers/SME of all Technical Support Groups (or support teams) to ensure swift resolution of incidents within SLA targets
  • Coordinated regularly with Knowledge Managers and Problem Managers to ensure quality and usage of knowledge base
  • Participated in the review of major Incidents and responsible for drafting RFO’s (Reason for outage)
  • Championed process optimization and improvement projects, including the successful implementation of the ITSM tool (Service Now) and seamless migration and integration from Jira to Service Now
  • Provided appropriate inputs to the problem management team for their problem analysis and RCA (root cause analysis)
  • Conducting and driving Daily status review calls with various support groups/Service owners to discuss about past 24hours incidents, upcoming Major changes, reoccurring Incidents and upcoming customer go live topics
  • Participated regularly in weekly governance and CAB calls
  • Undertaken training and appraisal feedback for new Incident managers
  • Ensured that Incident Management KPIs are reported and their targets are met
  • SLA management and process optimization as per ITIL standards and practice.
  • Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.

Incident/Problem Manager

ANZ Support Services
10.2014 - 07.2015
  • Responsible for acknowledging RCA requests from the incident management team and conducted proactive problem management by trending and analyzing incidents.
  • Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives and proposed corrective actions on major problems to respective service owners, process owners, and stakeholder's.
  • Improved problem resolution times by implementing efficient tracking and monitoring systems.
  • Efficiently initiated and managed bridge meetings to resolve critical incidents to ensure their swift and timely resolution adhering and maintaining incident SLA's.


Incident Manager

ITC InfoTech
11.2012 - 03.2014
  • Managed major incidents for client's applications and servers, ensuring timely resolution within SLA. Prioritized incidents and engaged appropriate support team's, effectively driving group chats and bridge calls towards resolution.
  • Maintained and documented the knowledge base and process upgrades, while managing the incident queue and allocating work as a shift lead.

Technical Support Representative/IM Analyst

J.P Morgan Chase India services Ltd.
08.2010 - 11.2012
  • Initiating bridge calls and group chats to expedite the resolution of high severity incidents and managed it effectively for incident response and resolution.
  • Effectively collaborated with P1 management team to assist in managing major and high priority incidents.
  • Regular contributions to KB improvement and management to enhance organizational knowledge base.

Education

Bachelor of Science -

B.J.B Autonomous College, Utkal University,
Bhubaneswar, Odisha
05.2007

High School Diploma -

Maharishi College of Natural Law
Bhubaneswar, Odisha
04.2004

Skills

  • Service Delivery Management
  • Incident Management
  • Problem Management
  • Change Management
  • Service Introduction
  • Process Management
  • ITIL Expert Certified
  • IT Service Management
  • Team Management
  • Project Management
  • IT Operations Management
  • Hands on experience on major monitoring tool
  • Strong analytical and problem solving skills
  • Process training , review and optimization
  • Extensive experience working with geographically distant teams

Websites

Profileoverview

As an accomplished Operations Manager/SDM, Process Manager, and Incident Manager/Major IM, I bring a wealth of expertise in IT service management and operations. With ITIL Expert certification and over 11.5 years of experience, I have honed my skills in service delivery, incident and problem management, team leadership, SLA management, KPI management and process optimization in line with ITIL standards. My track record includes streamlining incident management processes leading to a significant reduction in overall resolution time, MTTR etc. Driven various process improvement projects such as ITSM tool (Service Now) implementation, Jira to Service Now migration and integration and enhancing further incident and problem management processes. I am adept at leveraging ITIL best practices to propel organization towards excellence in service delivery and higher levels of operational maturity.

Certification

  • ITIL V3 Certificate Foundation Jun 2012 APMG - International , Present
  • ITIL® Intermediate Certificate in IT Service (Strategy, Design, Transition, Operations and CSI) PeopleCert - Axelos , Nov 2017 - Present
  • ITIL® Certificate in Managing Across the Lifecycle (MALC) PeopleCert - Axelos, Dec 2017 - Present
  • ITIL® Expert Certificate in IT Service Management PeopleCert - Axelos , Dec 2017 - Present
  • PRINCE2® Foundation and Practitioner Certificate in Project Management, PeopleCert - Axelos, Nov 2017 - Jun 2023

Languages

English, Hindi & Oriya

Personal Information

  • Father's Name: Somanath Swain
  • Date of Birth: 07/22/85
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Timeline

Technical Service Manager - IT Consultant

Tech Mahindra
06.2022 - 10.2023

Service Delivery Manager/ Project Manager

Wipro Technologies Ltd.
05.2018 - 12.2019

Process Manager/Major Incident Manager

ATOS India Pvt Ltd.
11.2017 - 04.2018

Major Incident Manager

ATOS India Pvt Ltd.
07.2015 - 04.2018

Incident/Problem Manager

ANZ Support Services
10.2014 - 07.2015

Incident Manager

ITC InfoTech
11.2012 - 03.2014

Technical Support Representative/IM Analyst

J.P Morgan Chase India services Ltd.
08.2010 - 11.2012

Bachelor of Science -

B.J.B Autonomous College, Utkal University,

High School Diploma -

Maharishi College of Natural Law

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Sabir Swain