IT service desk Manager
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A TECHNOLOGY DRIVEN PROFESSIONAL WITH OVER 20+ YEARS OF EXPERIENCE IN INFRASTRUCTURE ANDSERVICE MANAGEMENT IN THE IT INDUSTRY. I HAVE A STRONG UNDERSTANDING OF BANKING, INSURANCE AND TELECOM PROCESSES, BUSINESS PROCESSES, RISKMANAGEMENT CONCEPTS, AND HAVE GOOD ANALYTICAL AND PRESENTATION SKILLS. ABILITY TO WORK UNDER PRESSURE IN A FAST-MOVING ENVIRONMENT.
I AM STUDYING FOR A MASTER'S DEGREE. [ONLINE PROGRAM NAME: DATA SCIENCE AND ARTIFICIAL INTELLIGENCE – FROM UNIVERSITY OF LIVERPOOL.]
STRONG ORGANISATIONAL SKILLS, WITH THE ABILITY TO WORK INDEPENDENTLY AND PRIORITIZE EFFECTIVELY.
➢ Responsible for gathering requirements, defining scopes, allocating resources, and establishing scheduled meetings or exceeding project demands. Owned and managed the overall project plan.
➢ Managing the team's operational performance to ensure that agreed targets and SLAs are met.
➢ Facilitated the efficient transfer of new systems into production by working with the Service Design and Transition team.
➢ Supported the establishment and implementation of Service Assurance processes, standards, and policies.
➢ Acting as an escalation point, effectively manage and take full ownership for ongoing incidents, coordinating various work streams to ensure positive outcomes.
➢ Implemented best practices of Change & release, Incident, Problem, requests & ensured adherence.
➢ Chairing the weekly CAB, Communication
➢ Implemented reactive & proactive problem management process & policy, KEDB management.
➢ Conducted Major problem reviews to avoid repeat outages with RCA like Failed change.
➢ Designed the ITSM tool reporting to measure the KPI & produce dashboards.
➢ Trend analysis for reductions of repeat incidents
➢ Key Stakeholder management of IT & Business
➢ Training Pack for the support staffs
➢ Ensured adherence to policies and quality processes relating tothe operations management.
➢ Ensured 100% documentation of all projects related material.
➢ Performed internal quality reviews on meeting SLAs.
➢ Ensured external Audits are cleared without any Nonconformities.
➢ Implemented ITIL practices for service level improvement.
