Mohammed Ibrahim
Chennai
Summary
Experienced Service Desk Manager/Major Incident Management/End User Support Manager with 16 years of experience in multiple blue-chip organizations. Proven track record of problem-solving, improving customer satisfaction, and driving operational improvements. Skilled in multitasking, time management, and delivering high-quality results. Solid understanding of the ITIL Framework and consistently recognized for delivering operational improvements. Expertise in operations, floor and staff management procedures, resulting in improved morale and productivity.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager – Service Desk/End User Computing
08.2020 - Current
- Sify Technologies
- Providing leadership and guidance to the Service Desk (6 members, 24/7) & End
- User Support Team (25 members), ensuring professionalism and responsiveness, and that the right skillsets are in place
- Continuesly monitor Incident/Request in flows and address any difficulties in terms of process and technical issues
- Instituting a program of continuous improvement (CSI’s)
- Work closely with the other technical domains and the key stakeholders to develop SLAs, KPIs and the metrics and benchmarks to measure against
- Triaging the reported issue and identify Major Incidents
- Involve all the required stakeholders in the bridge and coordinate with them
- Prepare Incident Analysis and work with the recovery team for RCA preparation and problem management activities
- Contributing to improve customer deliverables by actively responding to queries and handling escalations
- Help the other IT teams identify opportunities to improve their service and achieve key SLA’s
- Recruiting, training, and supporting Service Deliverables of IT operations team.
Critical Incident Manager – Squad Lead
IBM India Pvt Ltd
09.2017 - 03.2020
- Supervised 10 Critical Incident Managers (CIM) and Managed 1000+ Enterprise customers in providing excellent customer service by restoring their business
- Performed various administrative functions, including training new Critical
- Incident Managers, cross training the teams, managing escalations, maintaining7 staffing, being focal for Multi-Client Outages and maintaining team KPI's at maximum level
- Coordinated efforts of team members engaged in multiple projects for solution development to smoothen operations delivery.
Tactical Response Manager
Verizon Data Service India
04.2012 - 08.2017
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Is responsible for ensuring smooth functioning of shift operations across centers and has complete ownership of the happenings during the shift
- Should ensure all incidents and Changes are handled and should drive the defined metrics like SLA, MTTR, FTR etc
- Overall management of troubleshooting conference bridges
- Identify potential outages and initiate the CIMT process
- Alert and involve relevant support groups immediately during crisis and focus towards bringing about a quick resolution
- Coordinating with the customers and account team for initiating the CIMT (Critical Incident Management Tool) & finding the required resource for troubleshooting. Sending out regular CIMT updates until closure
- Preparing IA (Incident Analysis) report & following up on the RCA for the problem
- Follow up on floor outages like Avaya/Exchange/DR scenarios, etc
- Ensure that there are adequate resources available for coverage within shift and alert the leads and management in case of any coverage issues.
Incident Co-ordinator
Wipro Technologies Ltd
07.2010 - 04.2012
- Measure and control service desk, Incident management SLAs
- Chair the daily client Ops call on Service emergency, Ageing trend
- Interact with the customers on SLA hits and misses with the daily and weekly RCA
- Innovate and implement Service improvement plans on required SLA
- Participate in the Change management meetings
- Instrumental during the Urgent issues and follow incident management procedure
- Involved in product & Process training for new hires.
Escalation Engineer
Sutherland Global Services Pvt. Ltd
04.2008 - 07.2010
- Part of Microsoft Research Team to provide Level 2 support for MS Operating systems & Virus issues
- Involved in conducting training programs for Level 1 technicians on Windows XP
- Professional, Windows vista, Windows 7 Operating system
- Implementing, managing, monitoring, and troubleshooting hardware devices and drivers
- Monitoring the post service activities like following up with the customers and handling customer grievances for superior customer service
- Coordinating with Level 3 Engineers to resolve escalated calls and achieved higher customer satisfaction matrices
- Conducted training program to enhance current technologies, focusing on technical & customer care aspect.
Education
B.E - Computer Science & Engineering
Aalim Muhammed Salegh College of Engineering
2005
Diploma - Electronics and Communication Engineering
Aalim Muhammed Salegh polytechnic
2002
Skills
- ITIL
- Major Incident Management,
- Change Management
- Problem Management
- Service Desk
- Asset Management
- Service Level Management
- Stakeholder Management,
- Time Management,
- People Management
- Performance Management
- Cross-Functional Teamwork
Certification
- ITIL V4 Managing Professional Transition
- VMware vSphere: Install, Configure, Manage [V6]
Languages
Tamil
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Hindi
Intermediate (B1)
Timeline
Manager – Service Desk/End User Computing
08.2020 - Current
Critical Incident Manager – Squad Lead
IBM India Pvt Ltd
09.2017 - 03.2020
Tactical Response Manager
Verizon Data Service India
04.2012 - 08.2017
Incident Co-ordinator
Wipro Technologies Ltd
07.2010 - 04.2012
Escalation Engineer
Sutherland Global Services Pvt. Ltd
04.2008 - 07.2010
B.E - Computer Science & Engineering
Aalim Muhammed Salegh College of Engineering
Diploma - Electronics and Communication Engineering
Aalim Muhammed Salegh polytechnic
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