Syed Meraj Hussain
Hyderabad
Summary
Dynamic IT service management leader with 10+ years of global experience in Product Support, Service Delivery, and IT Operations, with a proven track record of driving efficiency, optimizing technology adoption, and enhancing user experiences. Expertise in incident, problem & request management, SLA compliance and ITSM tool automation. Adept at minimizing business disruption, leading cross-functional teams, maintaining service levels & implementing data-driven strategies that improve service quality and operational performance.
Overview
1
1
Certification
12
12
years of professional experience
Work History
IT Service Manager
Deloitte Support Service India Pvt . Ltd .
Hyderabad
02.2021 - Current
- Managed a team of 10 L2 analysts, leading process and product training, coaching, resulting in improved team efficiency and elevated service standards.
- Led IT service delivery across service request, incident, problem, change, and knowledge management processes, ensuring stable operations.
- Streamlined intake, routing, prioritization, escalation, and closure activities for service request and incident management, resulting in improved response times.
- Drove ITSM automation initiatives in ServiceNow, reducing manual workload by 35% and improving workflow efficiency.
- Increased SLA adherence by 20% through proactive monitoring and automated escalation strategies.
- Optimized ticket categorization to reduce incorrect routing by 25%, enabling quicker resolution of incidents.
- Spearheaded redesign of major incident management processes, cutting escalations by 40% and MTTR by 28% with an emergency operating procedure playbook.
- Developed comprehensive product knowledge materials, assessed their accuracy and relevance, ensuring timely delivery to stakeholders, and maintaining documentation to reflect ongoing updates and enhancements.
- Collaborated with technical teams to log and track defects, addressing root causes to lower recurrence rate by 25%.
- Facilitated stakeholder communication and integrated feedback to refine product features and boost user satisfaction.
Senior Analyst
- Deloitte Support Services India Pvt. Ltd. Provided
02.2018 - 01.2021
- Managed incidents, service requests, and problem tickets for Deloitte internal audit applications.
- Performed timely triage, root-cause analysis, and resolution tracking to ensure service continuity.
- Participated in product calls with development and business teams to address open issues.
- Drove resolution of critical problems by ensuring alignment and timely progress on incidents.
- Provided comprehensive training and ongoing support to new team members to improve performance.
- Shared expertise and best practices to enhance overall team efficiency.
- Served as weekend on-call support for urgent P1/P2 incidents, enabling rapid issue resolution.
- Minimized business disruption through prompt assistance with critical incidents.
Technology Analyst
Deloitte Support Services India Pvt. Ltd.
Hyderabad
03.2016 - 01.2018
- Provided comprehensive technical support for technology and business applications to internal Deloitte employees via phone, email, web tickets, and chat.
- Managed entire service request and incident life cycle, ensuring thorough documentation and timely escalation when necessary.
- Achieved targets for critical KPIs, including CSAT scores and first call resolution, through dedication to customer service excellence.
Service Support Engineer
UNISYS Global Services India Pvt. Ltd
04.2015 - 12.2015
- Provided technical support to end users via phone, email, and chat, consistently maintaining a 95% customer satisfaction rate.
- Managed user accounts in Active Directory, resolving password resets, account lockouts, and provisioning issues while addressing network shares and SAP systems.
- Categorized incidents and service requests using CTI standards to enhance ticket management and streamline resolution processes.
- Conducted training sessions for new hires to facilitate faster onboarding and support team development.
Technical Support Engineer
Wipro BPO
07.2014 - 01.2015
- Delivered technical support to US-based customers for HP laptops, achieving prompt issue resolution and enhancing customer satisfaction.
- Documented and submitted detailed call logs to maintain comprehensive and timely records of customer interactions.
- Followed escalation procedures for unresolved issues, ensuring timely handoff and continuity of support.
Education
B.Tech/B.E. - Instrumentation
Muffakhamjah College of Engineering And Technology
Hyderabad07-2011
Skills
- Incident Management
- Service Request Management
- Problem Management
- Change management
- Knowledge Management
- Customer support excellence
- SLA Management
- Stakeholder Management
- Cross-functional Coordination
- Service Delivery Management
- Team leadership
- Training facilitation
Certification
- ITIL V4 Foundation
- SAFe 6 Agilist
Technical Skills
ITSM Tools
ServiceNow, JIRA, BMC Remedy & CA Service Desk Manager
Cloud & Virtualization
Microsoft Azure, AWS
Analytics & Reporting
Power BI, O365
Timeline
IT Service Manager
Deloitte Support Service India Pvt . Ltd .
02.2021 - Current
Senior Analyst
- Deloitte Support Services India Pvt. Ltd. Provided
02.2018 - 01.2021
Technology Analyst
Deloitte Support Services India Pvt. Ltd.
03.2016 - 01.2018
Service Support Engineer
UNISYS Global Services India Pvt. Ltd
04.2015 - 12.2015
Technical Support Engineer
Wipro BPO
07.2014 - 01.2015
B.Tech/B.E. - Instrumentation
Muffakhamjah College of Engineering And Technology