Saifullah Khan
Maujpur
Summary
Service Management Lead with over 14 years of experience in ITSM. Proven expertise in IT service delivery, business process optimization, and risk management. Recognized for enhancing productivity and efficiency through strategic consulting and effective stakeholder engagement. Strong analytical and problem-solving skills drive successful project outcomes and organizational improvements.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Consultant
Coforge Ltd
Greater Noida
03.2012 - Current
- Managed end-to-end service request, catalog, and incident management for Costa Coffee account.
- Delivered weekly, monthly, and quarterly service review dashboard reports with quality audits.
- Ensured major incidents were logged, resolved, and documented with root cause analyses.
- Coordinated communication between client, internal teams, vendors, and resolver groups.
- Developed action plans in collaboration with clients to address challenges and objectives.
- Reviewed service level agreements for incidents and requests, obtaining necessary exemptions.
- Logged and managed all change requests per agreed-upon standard practices.
- Executed asset management processes, ensuring proper tagging and reconciliation in CMDB.
Senior Professional (Service Request, Catalog Management, Asset Management and Incident Management)
DXC Technologies
Noida
03.2011 - 02.2022
- Delivered training to over 50 global resources on Standard Service Request Catalog Management.
- Assisted more than 12 clients, including South32 and BHPB, in ITSM initiatives.
- Managed a team of 15 across various locations while overseeing catalog management for two projects.
- Supported internal teams with service request catalog-related inquiries and resolutions.
- Ensured logging, handling, and resolution of all incidents and service requests within timelines.
- Identified process gaps, communicated findings to stakeholders, and facilitated mitigation strategies.
- Served as Service Request Management SIAM for Queensland Rail client, enhancing operational efficiency.
Sr. Technical Support Officer
HCL Technologies BServe
Noida
11.2007 - 03.2011
- Diagnosed technical errors to determine underlying causes.
- Executed online troubleshooting and resolved reported issues effectively.
- Conducted remote troubleshooting for broadband, Outlook setup, and wireless connection problems.
- Coordinated with departments to facilitate timely case resolutions.
- Installed antivirus systems as specified by clients.
Education
B.Com
Delhi University
School Of Correspondence Courses06-2005
Skills
- Incident and catalog management
- Client communication
- Best practices implementation
- Time management
- Active listening
- Verbal and written communication
- Microsoft Office proficiency
- Major incident management
- Asset management
- Change management
- Continual service improvement
Personal Information
- Title: Service Management Lead
- Date of Birth: 04/10/1983
- Marital Status: Married
Certification
- Certified ITIL V3 Foundation
- Certified ITIL V4 Foundation
Functional Competencies
- Strong knowledge of standard best practices related to ITIL
- Strong knowledge of issue resolution, escalation process, and IT infrastructure
- Apply analysis and critical thinking when solving issues
- Ability to understand and provide attention to detail
- Governing the overall Incident Management process in accordance with the agreement made with the customer, and ensuring the effective functioning of Incident Management processes across all support areas
- Effective communication skills are necessary to deliver key, relevant information at all levels within the organization and to stakeholders
- Managing change management independently
- Prepare, roll out the Pre-CAB and CAB agenda, forward the schedule of changes, and chair CAB meetings
- Governing the overall change process in accordance with what was agreed upon with the customer
- Log, review, assess, approve, schedule, and close all changes in the system
- Identify improvement opportunities, and implement post-customer approval
- Regular review and audit of incidents and open SRs
- Coordinate between the Client, Internal Management, third-party vendors, and resolver groups
- Hands-on experience with ServiceNow, Remedy, and HPSM tools
- Managing major incident management independently
- Chairing bridge calls for all reported P1, P2, and critical issues
- Engaging all required participants to ensure resolution with agreed timelines
- Coordinate with Change and Problem Management from the RCA and Change Control perspective
- Ensure all critical SLAs are met
- Coordinate with support groups for smooth daily operations
- Reviewing SLAs for resolved Service Requests and Incidents, getting SLA exemptions from the respective Line of Services if possible, and submitting them to Service Level Management, retrieving Remediation plans for SLA failures
- Prepare and publish SLA/KPI, weekly, monthly, and ad-hoc reports to management
Timeline
Consultant
Coforge Ltd
03.2012 - Current
Senior Professional (Service Request, Catalog Management, Asset Management and Incident Management)
DXC Technologies
03.2011 - 02.2022
Sr. Technical Support Officer
HCL Technologies BServe
11.2007 - 03.2011
B.Com
Delhi University
Similar Profiles
SANDEEP SINGHSANDEEP SINGH
Senior Software Engineer at Coforge LtdSenior Software Engineer at Coforge Ltd
PRASHANT MALIKPRASHANT MALIK
Project Manager at Coforge LtdProject Manager at Coforge Ltd
LOVESH KUMAR SISODIYALOVESH KUMAR SISODIYA
Technical Analyst at Coforge LtdTechnical Analyst at Coforge Ltd
MUJIB ULLAH KHANMUJIB ULLAH KHAN
Assistant Manager - Network at IGT SOLUTIONSAssistant Manager - Network at IGT SOLUTIONS
Vijay Narasimha Reddy ThathireddyVijay Narasimha Reddy Thathireddy
Consultant at Capgemini Technology ServicesConsultant at Capgemini Technology Services