Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Personal Details
Section name
Generic

Shameeullah G

Bangalore

Summary

An ITIL Certified IT Professional with 13+ years of rich experience into IT-Service Management from leading IT Companies.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Program manager

Sonata software
08.2023 - 09.2024
  • Oversees the Production Support and delivery of end-to-end solutions which includes technical implementation of ITSM and ITIL processes.
  • Chair the governance, review meetings.
  • Supervision of daily delivery processes. Ensure issues are proactively managed to resolution, impacts mitigated, and root cause eliminated. Provide leadership and direction to the global support team as well.
  • Analyze the gap, design, and build process around Incident, Major Incident, Problem, Change aligned to ITIL framework.
  • To lead & manage L2 &L3 support, problem management, change management & service management & responsible for SLA compliance.
  • Facilitate monthly Operational Review meetings with ITSM leadership to drive potential service and process improvements.
  • Established the operation readiness framework for the application development team to transition new application and features to support team.
  • Successfully transitioned monitoring and application support team from onsite only model to onsite/offshore 24/7 support models.
  • Supervision of daily delivery processes. Ensure issues are proactively managed to resolution, impacts mitigated, and root cause eliminated.
  • Provide leadership and direction to the global support team as well as partner teams in infrastructure, development, and business process
  • Assist/drive the team in providing efficient Support on all issues related to application.
  • Oversight of how the support teams are performing against group wide operational targets and ensuring the support teams are meeting them.
  • Designing and implementing business processes and continual service improvements within the organization.
  • Responsible in managing service level commitments for service availability and restoration.
  • Responsible in driving daily huddles, daily updates to customer and leadership on the project progress.
  • Responsible in tracking support tickets on SLA trends, ageing, call inflow, MI’s, MTD trends etc.
  • Responsible in resource planning and allocation
  • Responsible in setting KPI’s for the team
  • Responsible in identify and communicate risks and responses to mitigate project risk.

Transition Manager

Carenet
06.2022 - 06.2023
  • Oversees the Production Support and delivery of end-to-end solutions which includes technical implementation of ITSM and ITIL processes.
  • Strong understanding of ITIL Service Management best practices with an emphasis on Incident Management, Problem Management, Change management, Service Level Management, Support Project Management.
  • Effective operation of the Incident, Problem& Change Management processes across both internal IT teams and external Service Partners, often at a senior level across the organization
  • Analyze the gap, design, and build process around Incident, Major Incident, Problem, Change aligned to ITIL framework.
  • Design and coordinated with service now team to Configure the key service management reporting.
  • Design the dashboard to monitor the process performance for monthly management reviews and analyze the trends and improve the process maturity.
  • Design and formulate processes documents workflows, user guides and instructions.
  • Responsible for Service Transition, Governance for Mexico Market
  • Chair the governance, review meetings.
  • To lead & manage L2 &L3 support, problem management, change management & service management & responsible for SLA compliance.
  • Meeting and improving established service delivery SLA’s.
  • Identification and implementation of corrective and preventive actions identified during major outages.
  • Regularly review SLAs to ensure that they are up to date and relevant to meet business and regulatory needs.
  • Facilitate monthly Operational Review meetings with ITSM leadership to drive potential service and process improvements.
  • Proven leadership skills in a geographically dispersed global organization.
  • Demonstrated experience implementing the ITIL Framework in an Enterprise Service environment.
  • Responsible for day-to-day functional operation of the processes
  • Manage and facilitate the governance forums within ITSM relation to Problem, Incident & Change Management
  • Risks and issues are clearly addressed and communicated to relevant stakeholders.

Assistant manager Projects

Visionet
07.2021 - 08.2022
  • Designing and implementing business processes and continual service improvements within the organization to minimize negative business impacts and maximize revenue
  • Planning Established process and procedures to identify monitoring gaps in customer facing applications and ensure problem detection of the support teams before customer detects it
  • Train team members in ITSM processes (Change/Problem/Incident) of the IT organization and single point of contact for all change related queries for the organizations
  • Co-ordinate with cross functional teams to perform root cause analysis of problem /incident tickets.
  • Responsible for the evaluation and development of a PMO roadmap identifying, prioritizing, and establishing fundamental PMO functions and services
  • Ensure process deliverables of the highest quality at the same time maintaining strict adherence to Process Management standards.
  • Established the operation readiness framework for the application development team to transition new application and features to support team.
  • Successfully transitioned monitoring and application support from onsite only model to onsite/offshore 24/7 support model.
  • Planned, led and managed critical downtime maintenance for critical applications.
  • Responsible for managing and resolving critical incidents, root cause analysis, communication and preventative action.
  • Provide Availability, Site health metrics report, Ticket closure and team performance report to Executive team.
  • Responsible in managing service level commitments for service availability and restoration.
  • Responsible in driving daily huddles, daily updates to customer and leadership on the project progress.
  • Responsible in tracking support tickets on SLA trends, ageing, call inflow, MI’s, MTD trends etc.
  • Responsible in resource planning and allocation
  • Responsible in setting KPI’s for the team
  • Responsible in identify and communicate risks and responses to mitigate project risk.
  • Responsible in project scope, drive timely deliverables and keep project on schedule/green

Assistant Manager

SAGlobal
12.2018 - 07.2021
  • Lead and manage the daily operations of unit to ensure the highest level of operational service for a technology related program(s)
  • Plan, implement, and track initiatives to drive continuous service and process improvement for assigned service domains
  • Oversee projects and coordinate personnel and actions required to meet customer commitments and deadlines
  • Leverage program management tools and processes to assign work, manage delivery, measure results, and produce reports in accordance with established service level agreements
  • Establish and implement standard processes and procedures for all service domains
  • Supervision of daily delivery processes. Ensure issues are proactively managed to resolution, impacts mitigated, and root cause eliminated. Provide leadership and direction to the global support team as well as partner teams in infrastructure, development, and business process
  • Drive a best-in-class IT support operating model leveraging SAGlobal internal support team and outsourced IT service providers.
  • Leads, manage and monitors the successful delivery of managed services, managing the implementation process end-to-end including process standardization and knowledge management build out.
  • Manage customer escalations and be SAGlobal face for all initial reports and updates back to the customer.
  • Assist/drive the team in providing efficient Support on all issues related to application/portal/data base/reports.
  • Oversight of how the support teams are performing against group wide operational targets and ensuring the support teams are meeting them
  • Building relationships with key business and IT stakeholders and an understanding of key business processes to help facilitate the efficient running of the service delivery
  • Handling a team size of 25-30 which contains Service management and support team
  • Responsible in managing service level commitments for service availability and restoration.
  • Responsible in driving daily huddles, daily updates to customer and leadership on the project progress.
  • Responsible in tracking support tickets on SLA trends, ageing, call inflow, MI’s, MTD trends etc.
  • Responsible in resource planning and allocation
  • Responsible in setting KPI’s for the team
  • Responsible in identify and communicate risks and responses to mitigate project risk.
  • Responsible in project scope, drive timely deliverables and keep project on schedule/green.
  • Responsible in analyzing project profitability, revenue, margins, bill rates and resource utilization.
  • Responsible in tracking timesheets, approval, and billing to clients
  • Responsible in managing key client communications, ensure all the project documents are complete and stored appropriately.

Sr.Business Analyst

IQVIA
10.2016 - 12.2018
  • Handling a team size of 7 to 10 Incident, Problem and Change Managers
  • Responsible for Driving SLA’s above 90% on Monthly basis
  • Responsible for Managing Resources effectively as per the request’s inflow.
  • Identify critical issues by proactive monitoring using the tools and alerts and engage the Support groups.
  • Interacting with clients through e-mails and weekly conference calls to review and resolve operational issues as well as implementing new process & procedure changes (PD Calls & Q&A Calls) for quick resolution.
  • Managing BAU Projects for the client of Quintiles from UST Global.
  • Preparing Review Deck and presenting to client by providing a breakup of performance and 3 level RCA
  • Maintaining Client data security
  • Mitigate and Manage risk sensitively within the responsibility area.
  • Regular interaction with clients to successfully enable the retention.
  • Deliver positive client service experience and Encourage increased performance.
  • Attending Bridge Calls with Clients and stakeholders for smooth transition of the Operations.
  • Handling Client escalations that has come up and try to resolve then at the earliest.
  • Chair bridge calls for any P1 or P2 incidents.
  • Send out communications to the Senior Management informing them about the current state of the application/service in question.
  • Present retrospective data on the high impact bridges that may have led to the incident.
  • Facilitate RCA, if required for the critical issues
  • Ensure process compliance is adhered and documents are up to date.
  • Effectively send out communication on Major incidents to stake holders.
  • Responsible for driving continual service improvements by collaborating with monitoring and business application teams.
  • Responsible for training new joiners and current staff on new process updates and coordinating trainings on new applications and Infrastructure with the support teams.
  • Identify critical success factors and drive key performance indicators of the inherent processes (Incident and Problem Management) and ensure it conforms to ITIL best practices and standards.
  • Interview candidates for the various processes (Incident, Problem and Change) for Quintiles in collaboration with the recruitment team in Quintiles.
  • Drive and improve the Quality Check process to identify areas of improvement w.r.t individuals and the process both. Inculcate a quality driven approach within the team to ensure “we do the right thing every time”.

Technical Lead

AXA technologies shared services
11.2015 - 10.2016
  • Designing/Driving Incident management process from scratch for APAC regions
  • Leading Team of 15 to 20 Incident coordinators.
  • Driving the team for a common goal, balancing the Organizational Vision and Client Agreements
  • Creating and sustaining an environment that fosters development opportunities and motivating the employees for enhancing the existing performance levels.
  • Do calibration call with Client and support functions involved in order to bridge the process gaps on Product Development Call
  • Responsible for Conducting Weekly Triage
  • Create Quality Through Continuous Improvement and Error Reduction
  • Listening to Customers and Stakeholders
  • Assuring Quality throughout the Service Life Cycle
  • Handling of Major & Critical incidents and assessment of impact to customers and other services.
  • Validating the Business Impact to the client.
  • Hosting Technical Bridge calls for all Major and Critical Incidents reported.
  • Engaging all required technical teams to the bridge to restore service.
  • Providing additional information and follow-up as necessary and ensuring that tickets do not breach their intended Service level agreement (SLA).
  • Ensure that all tickets are assigned and regularly updated as per SLA.
  • Identify the issues that could potentially breach the SLA and escalate to Technical Managers and Support Managers for faster resolution of the issue.
  • Liaise with CSR, SDM & Technical Managers, and act as focal point for coordinating on P1/P2 Incidents.
  • Ensure process compliance is adhered and documents are up to date.
  • Effectively send out communication on Major incidents to stake holders
  • With appropriate updates on the tickets which are in progress.
  • Trigger RCA for all Major Incidents.
  • Achievements at AXA Technologies: Winner of the Monthly and Quarterly Star Award.

Duty Manager

Microsoft India Private Ltd
01.2010 - 11.2015
  • Responsible to drive the priority incidents including major Incidents towards the solution & ensure business/services are restored back with minimal outage
  • Monitor the Global Incidents Queue, follow up on all unassigned, about to breach and medium & high impact incidents with the respective resolution groups and have them attend as soon as possible.
  • Provide required updates to clients involved in case of Critical Incidents like outages.
  • Liaise with the SDM’s and Clients as focal point for all high priority & major incidents reported.
  • Provide technical direction & coordination to the resolver groups involved.
  • Responsible to take complete ownership of Incident Records in order to track root cause & ensure preventive measures are in place in order to avoid repetitive Sev-1’s.
  • Responsible to handle conflict situations & make quick decision while driving incidents, manage & drive third parties to the quick resolution of incidents.
  • Participate in 24x7 support coverage schedule providing timely, reliable, and high-quality response.
  • Responsible to participate in Daily Service Reviews in order to share the precise updates on Incidents.
  • Ensure client satisfaction is achieved without any escalations.

Education

Bachelor of Technology - Computer science

01.2006

Pre-University - Physics, Chemistry, Mathematics

Andhra Pradesh Pre-University Board
01.2002

SSLC - undefined

Andhra Pradesh Secondary Education Board
01.2000

Skills

  • Service Design/Service Operations
  • Critical/Major Incident Management
  • Change Management
  • Problem Management
  • Continuous Improvement
  • Service Transition / Production Support
  • Service Level Management

Certification

  • ITIL V3 Foundation Certified professional in IT-Service Management
  • ITIL V3Intermediate (Service operations) Certified professional in IT-Service Management
  • Agile Scrum Master
  • SAFeAgilist

Languages

English
Hindi
Telugu

Timeline

Program manager

Sonata software
08.2023 - 09.2024

Transition Manager

Carenet
06.2022 - 06.2023

Assistant manager Projects

Visionet
07.2021 - 08.2022

Assistant Manager

SAGlobal
12.2018 - 07.2021

Sr.Business Analyst

IQVIA
10.2016 - 12.2018

Technical Lead

AXA technologies shared services
11.2015 - 10.2016

Duty Manager

Microsoft India Private Ltd
01.2010 - 11.2015

Pre-University - Physics, Chemistry, Mathematics

Andhra Pradesh Pre-University Board

SSLC - undefined

Andhra Pradesh Secondary Education Board

Bachelor of Technology - Computer science

Personal Details

  • Name: Shameeullah. G
  • DOB: 22nd May 1985
  • Sex: Male
  • Marital Status: Married
  • Nationality: Indian Muslim
  • Language: English, Hindi, and, Telugu

Section name

  • Place: Bangalore
  • Date: Shameeullah.G

Similar Profiles

CREATE PROFILE
Shameeullah G