Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vasim Pathan

Summary

Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.

Overview

18
18
years of professional experience

Work History

Service Delivery Manager - Country India

Atos India Pvt Ltd
Nashik
04.2022 - Current
  • Managing Country's delivery team
  • Presenting Service Reviews to Customer (Siemens Ltd)
  • Coordination with BU IT Managers
  • Reporting to Global Delivery
  • Handling country escalations
  • Monitoring SLAs and tickets in Service Now
  • Escalation Management and CSAT
  • Supporting multiple business entities like Siemens Ltd, STS, SHS, DR
  • Escalation Management and CSAT

Country OSS Lead India

Atos India Pvt Ltd
Nashik
10.2018 - 03.2022
  • Managing onsite services team for country (Siemens Ltd)
  • Included support for central infrastructure till Feb 2020
  • First escalation point for country
  • Team size of 70+ engineers across locations
  • Providing technical solutions to team members
  • Conducting trainings for team members
  • Monitoring user tickets in Service Now
  • Escalation Management and CSAT
  • Presenting Service Reviews to Customer (Siemens Ltd)
  • Coordination with BU IT Managers
  • Supporting multiple business entities like Siemens Ltd, STS, SHS, DR
  • Escalation Management and CSAT

Location Manager West Out Locations

Atos India Pvt Ltd
Nashik
10.2012 - 09.2018
  • Supporting OSS as well as central infrastructure
  • Experience of data center migrations
  • Experience of supporting central infrastructure and change management
  • Managing network and datacenters
  • Managing West out location team members
  • Monitoring SLAs for team
  • First level of escalation for customer (Siemens Ltd)
  • Conducting trainings for team members and customers (master class)
  • Handling user tickets via Remedy, CA Service Desk, Service Now
  • Escalation Management and CSAT
  • Supporting multiple business entities like Siemens Ltd, STS, SHS, DR

Onsite Support Engineer

Magna Infotech Pvt Ltd
Nashik
12.2009 - 10.2012
  • Providing onsite support at Siemens Ltd Nashik
  • Leading a team of 2 engineers at site
  • Managing central infrastructure for Siemens Nashik
  • Managing Network and Datacenter for Siemens Nashik
  • Handling user tickets via Remedy, CA Service Desk, Service Now

Onsite Support Engineer

S2 Infotech Pvt Ltd
Nashik
12.2007 - 12.2009
  • Supporting end users at Siemens Nashik
  • Managing central infrastructure and datacenter
  • Asset Management
  • Handling user tickets via Remedy, CA Service Desk

Onsite Support Engineer

Lauren Infotech Pvt Ltd
Mumbai
10.2005 - 11.2007
  • Supporting end users at Siemens Kalwa Factory
  • Attend end user tickets in Remedy
  • Providing solutions for client machines, hardware and printers

Education

Bachelor of Computer Applications - Computers

Advanced Institute of Engineering And Management
Mumbai
09.2008

License To Lead - Team Management

Atos University
Online
09.2017

Microsoft Certified Solutions Expert Cloud - Cloud Solutions

Microsoft
Online
03.2015

ITIL V3 Foundation - IT Best Practices

Axelos
Online
04.2015

MCITP Server 2008 - MCITP

Microsoft
Online
04.2012

CCNA - Networking

Cisco
Online
10.2009

MCSE Server 2003 - Server

Microsoft
Online
07.2006

HSC - Science

SVKT Arts Science And Commerce College
Nashik
10.2000

ICSE -

Barnes School
Devlali
02.1998

Skills

  • Strong team management skills
  • Experience to drive projects to closure
  • IT Technical expertise
  • Strong communication skills
  • Understanding of ITIL fundamentals
  • Change management

Timeline

Service Delivery Manager - Country India

Atos India Pvt Ltd
04.2022 - Current

Country OSS Lead India

Atos India Pvt Ltd
10.2018 - 03.2022

Location Manager West Out Locations

Atos India Pvt Ltd
10.2012 - 09.2018

Onsite Support Engineer

Magna Infotech Pvt Ltd
12.2009 - 10.2012

Onsite Support Engineer

S2 Infotech Pvt Ltd
12.2007 - 12.2009

Onsite Support Engineer

Lauren Infotech Pvt Ltd
10.2005 - 11.2007

Bachelor of Computer Applications - Computers

Advanced Institute of Engineering And Management

License To Lead - Team Management

Atos University

Microsoft Certified Solutions Expert Cloud - Cloud Solutions

Microsoft

ITIL V3 Foundation - IT Best Practices

Axelos

MCITP Server 2008 - MCITP

Microsoft

CCNA - Networking

Cisco

MCSE Server 2003 - Server

Microsoft

HSC - Science

SVKT Arts Science And Commerce College

ICSE -

Barnes School

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