IT Service Management - Primestar Consulting Services (Pvt) Ltd.
(2023-09 - 2026-01)
- Handles user requests, service restoration, and troubleshooting.
- Negotiates and monitors Service Level Agreements (SLAs) with customers and suppliers.
- Manages the creation, sharing, and maintenance of knowledge across the IT organization.
- Manages the entire lifecycle of services, from conception to retirement.
- Maintains the Configuration Management Database (CMDB) to track IT assets and their relationships.
- Oversees ITIL process implementation, ensures service quality, manages performance, and aligns IT services with business goals.
SRE / Service Management Lead - Kyndryl Solutions (formerly IBM)
(2018-07 - 2023-08)
Worked with State Street Corporation as a Service delivery Lead squad from May 2020 to Aug 2023. (Sep 2021 IBM had spilt the company to and named as Kyndryl and we moved to Kyndryl from Sep 2021)
- Led Site Reliability Engineering (SRE)–aligned IT operations for a global financial client, ensuring 24x7 service availability, reliability, and operational resilience.
- Acted as Incident Commander during major incidents, coordinating cross-functional infrastructure, application, network, and vendor teams.
- Drove incident response, escalation management, and on-call coordination, reducing service disruption and MTTR.
- Performed Root Cause Analysis (RCA) and facilitated Post-Incident Reviews (PIR) to eliminate recurring issues.
- Governed SLOs, SLIs, SLAs, and KPIs, ensuring alignment with business and reliability objectives.
- Implemented monitoring, alerting, and proactive incident detection to improve service health.
- Supported cloud and hybrid infrastructure environments (Azure, GCP, VMware), focusing on capacity planning, HA, DR, and risk mitigation.
- Enabled knowledge sharing, runbooks, SOPs, and best practices across global delivery teams.
Lead Operations - Network Solutions An IBM Company
(2008-03 - 2018-06)
- Delivered managed services and shared services operations aligned with IBM delivery standards.
- Owned incident management, problem management, SLA governance, and service recovery for multiple enterprise clients.
- Led major incident bridges, ensured rapid incident response, and executed RCA and preventive actions.
- Managed cross-functional teams (50+ engineers) and coordinated vendors to maintain service stability and availability.
- Drove continuous service improvement (CSI) initiatives to enhance reliability, performance, and customer satisfaction.
- Oversaw contract management, compliance, and risk controls.
Team Leader / Lead Operation - Metro Cash & Carry
(2006-03 - 2008-03)
- Managed day-to-day IT operations supporting BAU and project activities.
- Ensured compliance with ITIL processes, SOPs, and SLA commitments.
- Led vendor coordination and handled escalations to ensure uninterrupted services.
- Mentored team members and improved service response efficiency.
Team Leader - NIS
(2004-01 - 2006-01)
Key Clients: Corporation Bank, Dhanlakshimi Bank, Oriental Bank of Commerce
- Managed WAN, leased lines, and ISDN services for banking clients; led incident resolution and documentation.
System & Network Administrator
(2002-01 - 2004-01)
- Administered Active Directory, Windows/Linux systems, DNS, DHCP, Citrix, backup and recovery, and security policies.
Project Engineer – Structured Cabling
(1998-01 - 2000-01)
- Delivered data center cabling and network infrastructure projects.
