Tausif Shaikh
Pune
Summary
Dynamic Service Management Lead with a proven track record at Capgemini Technologies, enhancing SLA adherence to over 95%. Expert in incident and problem management, leveraging effective communication and ITIL methodologies to drive service excellence. Adept at leading cross-functional teams and implementing strategic solutions for continuous improvement.
Overview
16
16
years of professional experience
1
1
ITIL
1
1
Engagement Manager (F)
1
1
Prince 2 (F)
1
1
SaFe Practitioner
Work History
Service Management Lead
Capgemini Technologies
10.2024 - Current
- Lead end-to-end IT Service Management operations across Incident, Problem, Change and Requests.
- Oversee daily service delivery activities ensuring adherence to SLAs and KPIs.
- Organizing bridge calls for Major Incidents and sending communication to all the stakeholders until closure.
- Increased SLA adherence from 90% to above 95% through proactive reviews and root cause analysis.
- Reviewing root cause for P1 Problem tickets along with the functional team and business partners.
- Service Catalog update.
- Chaired call with Program and Functional team for the updates on progress on Incidents during Hypercare period and share the same with executive management.
- Daliy Standups with the functional teams and review pending/ageing tickets and plan for closure.
- Ensured CSAT is maintained above 95% and are participated by the user.
- Prepare and run the Weekly Service Report and Monthly Service Report with the business partner.
- Worked closely with the SNOW team and got updated different Business Locations, Category/Sub Category in Service Now.
- Timely audit of the Incidents, Service Requests in the queue.
- Arranged sessions for Spain, North America, Thailand, China etc on Service Management.
- Ensuring team meets the SLA as agreed by the business as per contract.
Service Management
Capgemini Technologies
10.2021 - 09.2024
- While 58 applications were being onboarded for Client, Telia, assisted maintenance team on access issues, ticket assignment, queue management etc.
- Assisted designing the Major Incident Management process for P1 incidents and Problems.
- Secure resources and work closely with Release Managers for deployment, DB patch activities and timely communicate on the status to stakeholders.
- Initiate taskforce call as soon as there is an Major Incident and engaged all the technical teams (AD, AM and ITOps) to restore the services.
- Collaborated with vendors, Microsoft, Oracle, Cisco etc along with our Control Centre and Offshore teams during the MI.
- Ensured Problem ticket is created for the RCA once MI is resolved.
- Send current updates on the P1 incident from start till closure to all the stakeholders.
- Update confluence page with Major Incident details to track the record of MI received.
- Approving and Invoicing estimated hours for Standard and Non-Standard changes per agreed contract with client.
- Weekly CAB meeting with Business Partners.
- Weekly meetings with respective Engagement Managers and share an update on their clients changes.
- Secure resources and work closely with Release Managers for deployment, DB patch activities and timely communicate on the status to stakeholders.
- Closely working with Control Centre team to ensure our critical application list is updated.
- Identifying and Creating problem ticket for repetitive incidents for permanent resolution.
- Work closely with Control Centre team on securing ITops resource during off business hours to perform any restart needed to remediate the issue.
- DSTUM with the teams to discuss on the backlogs, Problem tickets and any challenges while handling the tickets.
- Monthly reports/presentation on trend analysis for Incident, SRs, Problem and Change.
- Provide data for respective application to Domain leads as and when needed using Qlik sense tool.
- Supported teams on queue/ticket management during the transition from Init tool to ServiceNow.
- Assisted in transitioning trainings from Onshore to Offshore and timely update management on the progress with KT plan.
Major Incident Manager – Sr Project Leader
ADP India Pvt Ltd
01.2016 - 01.2024
- Orchestrating of Product outage calls across EMEA, LATAM, APAC regions.
- Monitoring alerts for ADP products using Business Service Monitoring (BSM) tool.
- Acknowledge, communicate and close Incidents following MI guidelines.
- Interact with application users and various technical teams to gather specifics on the impact and nature of the situation.
- Led efforts to restore service in a timely manner for critical business functions, application and infrastructure service.
- Provided on-going updates to Executive Management on the progress to resolution.
- Create problem ticket and assign to System Reliability Engineers (SRE) team for identifying Root Cause Analysis (RCA).
- Work closely with SRE teams for post-incident review documents to ensure determination of root cause; prepared accurate, Appropriate and timely communication to internal and external stakeholders.
- Host weekly meeting with Technical Product Owner and System Reliability Engineers on RCA for closed incidents.
- Represent team on a call with customers, technical teams and provide status update on open incident.
Sr Member Technical
ADP India Pvt Ltd
01.2010 - 01.2016
- Handled a team of 23 full time employees (FTE's).
- Monitoring of scheduled autosys jobs and create a siebel ticket for failures to technical teams as appropriate.
- Daily monitoring of automation test using Quality Centre for all the ADP products and provide updates to product leaders on the status.
- Ran scripts provided by development teams to Create/Alter tables in production environment.
- Collaborated with internal and external stakeholder to gather project requirements.
- Single point of contact (SPOC) for client Amazon.
- Migrate and Standardize clients from Majors to National accounts.
- Delete terminated company codes from application and submit a ticket to DB team to remove client from database.
- Move .SQR files to production environment for enterprise clients.
- Created and timely updated process documents.
- Prepared weekly reports on tickets closed by the team and sent to management.
Customer Care Operations Executive
E2E SerWizsol
01.2010 - 01.2011
- Handling Corporate Customers and resolving issues related to internet.
Education
Post Graduation Certificate - Senior Leadership
XLRI
Skills
- Effective communication
- Interpretation skills
- Incident and problem management
- Change management
- Implementation strategies
- Client interaction
- Team leadership
- Resource allocation
- SAP Transformation (S4HANA)
- IT Infrastructure Library (ITIL)
- Prince2 methodology
- SAFe practitioner
- PagerDuty expertise
- Service desk operations
- ServiceNow proficiency
- QlikSense analytics
- Jira project management
- Siebel CRM expertise
- Confluence collaboration
- Quality Center testing
- Business continuity in the cloud
Certification
• Information Technology Infrastructure Library (ITIL)
• Incident Responder Certification (Training) completed training from PagerDuty University
• PRINCE2 (F)
• SAFe Practitioner
• AWS Partner: Generative AI on AWS Essentials (Business)
• Engagement Manager (F)
• Incident Responder Certification (Training) completed training from PagerDuty University
• PRINCE2 (F)
• SAFe Practitioner
• AWS Partner: Generative AI on AWS Essentials (Business)
• Engagement Manager (F)
Timeline
Service Management Lead
Capgemini Technologies
10.2024 - Current
Service Management
Capgemini Technologies
10.2021 - 09.2024
Major Incident Manager – Sr Project Leader
ADP India Pvt Ltd
01.2016 - 01.2024
Sr Member Technical
ADP India Pvt Ltd
01.2010 - 01.2016
Customer Care Operations Executive
E2E SerWizsol
01.2010 - 01.2011
Post Graduation Certificate - Senior Leadership
XLRI