Hi, I’m
Salim Shaikh
Pune
Summary
Highly-motivated employee with desire to take on new challenges.
Strong worth ethic, adaptability and exceptional interpersonal skills.
Adopt at working effectively unsupervised and quickly mastering new skills.
Goal-driven Service Manager offering over 15 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
14
years of professional experience
Work History
Wells Fargo IndiaHyderabad
Information Technology Operations Manager
07.2021 - Current
Job overview
- Partnered with other departments within the organization to ensure smooth functioning of IT operations.
- Conducted regular reviews with stakeholders regarding SLA performance results.
- Identified areas for improvement based on analysis of SLA performance data.
- Developed, maintained, and tracked metrics for all services covered by SLAs.
- Monitored and evaluated performance against SLAs to ensure compliance.
- Managed service level agreements and monitored performance against established SLAs.
- Spearheading Daily/Weekly/Monthly ITSD Metrics with all Stakeholders.
- Acting as POC for all Service Imrpovement.
T-systems IndiaPune
IT Project Lead
10.2017 - 07.2021
Job overview
- Monitored progress of each project task to ensure deadlines were met according to established timelines.
- Conducted regular meetings with stakeholders to review progress and provide updates on status of projects.
- Analyzed data from various sources in order to identify trends or areas for improvement within projects.
- Coordinated with stakeholders to define requirements, scope, objectives and deliverables for each project.
- Reviewed existing procedures and implemented changes where necessary in order to improve operational efficiencies.
- Led meetings with internal team members, consultants and contractors.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Focused on continuous process improvement measures.
- Mentored junior team members in project management best practices.
- Managed client communication, resolving concerns promptly and effectively.
Convergys Pune
ITSM Process Lead
02.2016 - 10.2017
Job overview
- Identified gaps in current operations that could lead to improved efficiency or effectiveness within the organization's IT service management functions.
- Worked with vendors and third-party providers to ensure smooth integration of their services into existing IT service management processes.
- Researched, evaluated and recommended improvements for existing ITSM processes.
- Trained team members on ITSM procedures and policies.
- Collaborated with business partners to identify areas of improvement for existing processes.
- Prepared reports detailing process performance metrics and presented results to senior leadership.
- Participated in change advisory board meetings as a representative from the Process Lead team.
- Ensured all changes were properly logged, tracked, tested, documented and approved before implementation.
- Analyzed problem reports to identify common issues and develop solutions.
- Acted as a liaison between internal teams and external vendors when needed.
- Tracked key performance indicators related to incident management activities.
- Created, updated, and tracked incident tickets using a ticketing system.
- Managed the lifecycle of all service requests from initial submission through closure.
- Met with stakeholders to collaborate and resolve problems.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
Stantec an MWH Global Pune
IT Analyst
09.2011 - 01.2016
Job overview
- Resolved complex technical issues by providing innovative solutions.
- Provided support to end-users in troubleshooting application issues.
- Analyzed project requirements and created test plans accordingly.
- Configured networks, servers, storage devices and other equipment as per client requirements.
- Maintained inventory records of all IT assets including software licenses.
- Provided support for end-users on various applications and platforms.
- Performed troubleshooting on hardware and software issues in a timely manner.
HalliburtonPune
Technical Support Engineer
03.2011 - 09.2011
Job overview
- Monitored ticketing system queues for incoming requests from customers.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Assisted users with password resets and account lockout resolutions.
- Replied to customer queries via email, messaging systems and support ticket platforms.
Zensar Pune
Customer Service Representative
08.2010 - 05.2011
Job overview
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Rajiv Gandhi Institute of Management TechnologyMaharashtra
MBA from Information Technology
10-2018
Skills
- ITIL Service Operations Intermediate
- Service Now
- Stakeholder Communication
- Incident Management
- Technical leadership
- Technical Troubleshooting
- Business Analysis
- Change Management
- Customer Service
- Documentation And Reporting
- Process Improvements
- Excellent Communication
- SLA management
- Customer Satisfaction
Languages
English
Proficient
C2
Hindi
Upper Intermediate
B2
Marathi
Proficient
C2
Timeline
Information Technology Operations Manager
Wells Fargo India
07.2021 - Current
IT Project Lead
T-systems India
10.2017 - 07.2021
ITSM Process Lead
Convergys
02.2016 - 10.2017
IT Analyst
Stantec an MWH Global
09.2011 - 01.2016
Technical Support Engineer
Halliburton
03.2011 - 09.2011
Customer Service Representative
Zensar
08.2010 - 05.2011
Rajiv Gandhi Institute of Management Technology
MBA from Information Technology
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