ARMAN HAIDER
Melbourne,Australia
Summary
Accomplishment driven Operations, Major Incident, Problem and Change Management professional with vast experience and expertise in managing Assets, ITIL CMDB processes, Service Level Management, IT Support and Infrastructure maintenance. Vast experience in handling various End-user computing and Account support teams.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Consultant, IT solution and IT Infrastructure Support
Telstra Business Partners
Melbourne, Australia
11.2018 - Current
- Responsible for handling IT and Business Technical solution incidents
- Conducting Client meetings discussing technical solution to be deployed at customer’s business
- Upgrading technical architecture of customer’s environment and aligning all the customer’s requirements as per Telstra offered solutions
- Identification of appropriate Telstra devices for business and their deployment
- Design and develop the IT and Networking based solutions for business aligning to client’s needs.
- Meticulously designed network solutions tailored to specific client needs.
- Pioneered advanced technical solutions, setting new standards in IT consultancy.
- Introduced cutting-edge Telstra devices, revolutionizing business operations.
- Evaluated and restructured client IT environments for optimal performance.
- Streamlined client IT systems for enhanced functionality and efficiency.
Major Incident management, Operations & Client Management and Sales Operations
Commander Center
Melbourne, Australia
05.2018 - 10.2018
- Responsible for handling P1 and P2 incidents
- Conducting meeting between technical teams, leadership, business relationship team and vendors during major incident
- Work with service desk team for all the communications during major incident
- Incident Management process owner for Service Now transition project
- Design and develop the Incident Management process
- Establish the Incident Management procedures
- Establish the prioritization and escalation criteria
- Educate team members about the incident management process and ensure adherence
- Monitors incident escalations and liaise with internal stakeholders throughout the entire fault process, including incident status, rectification and closure
- Reporting about Incident Management
- Reviewing service desk procedures
- Review and audit of existing processes
- Initiating improvement programs
- Problem management activities.
Operations Management and Incident/ Problem/ Change Management
Locuz Enterprises Solutions Ltd
India and USA
06.2017 - 03.2018
- Perform hierarchical and functional escalation wherever required
- Tracking the daily incident calls from business continuity perspective & provide the updated on open/closed/RCA incidents
- Analyzing incidents (especially critical incidents) and closed Problems to identify and act upon trends
- Tracking open Problems and identifying any Problem that requires increased focus to meet agreed SLAs
- Defining RCA processes for all vendors and ensure its adherence
- Daily tracking of RCA status for all vendors
- Change Management Responsibilities: Responsible for authorizing the Global and Regional Change requests
- Generate and analyze Change management metrics for weekly and monthly trends
- Identify training needs by analysis of common errors in order to improve general understanding of Change Management process
- Responsibilities associated with facilitating the weekly CAB meeting include: Verifying the risk assessment is accurate and that any high risk is mitigated
- Review each change request for appropriate approvals
- Determining if the timing of a change request would negatively impact other Change requests
- Enforcing adherence to standardized Change management process, that is, end user impact, maintenance windows, implementation window within 7 days
- Verifying any end user impact.
Service Delivery and CMDB Manager
HCL Technologies
India and USA
05.2015 - 05.2017
- Ensure all incidents impacting or threatening critical service stability are appropriately managed to resolution and priority assessed, including the facilitation of Stakeholders and support teams on conference calls
- Stakeholders, Senior and Executive Management are appropriately briefed and informed in the form of Executive Summary Reports, SMS communications and chairing formal Management Briefings as required
- Emergency changes are appropriately assessed
- This assessment needs to balance the risk of bypassing the normal change review and approval process, with the risk of delaying remedial action
- Involvement in Post Incident Reviews as and where required as part of Problem Management
- Ensure processes and practices are comparable in terms of best practice and are consistent with ITIL frameworks.
Manager – Service Delivery & Asset Management
Evalueserve.com Pvt. Ltd.
India
03.2011 - 05.2015
- Managing and maintaining SLA
- Develop and maintain the seamless transition of services and applications from to IT for support, ensuring there is optimal fit between agreed project scope and operational support models and approved budgets
- Own and manage the Operational delivery of Collaboration Platforms and Services (Predominantly consisting of the Office 365 suite; Email\messaging, Skype for Business, SharePoint, OneDrive)
- Rolling out features\Collaboration tools into production
- Participate in the TA Change management process for changes initiated by vendors or product owners
- Partner and collaborate with other teams to deliver a holistic IT Service Management program with a coordinated set of continuous improvement initiatives
- Preparing Project Closure reports and identifying pending issues, procedure for hand over plan
- Liaising with LOB (Asia Pac, EMEA, US) for the new technical specifications of their process to understand the criticality and then designing a schedule to complete the activity.
Education
MBA (Information Technology) -
IASE University
08.2011
Bachelor, BIS (Information Technology) -
GGSIPU
08.2004
High School -
Kendriya Vidayalaya
04.2001
Skills
- Presentation Skills
- Business Analysis
- Business Planning
- Staff Mentoring
Certification
- Project Management Professional (PMP) trained
- VMware - DCVA (Data Centre Virtualization Associate)
- ITIL (Information Technology Infrastructure Library) V3 foundation
- CCNA (Cisco Certified Network Administration)
- MCP (Microsoft Certified Professional)
Notableattainments
- Conferred with "Outstanding Achievement Award" for carrying out project co-ordination at Organizational Level.
- Team Spirit Award
- CEO Award winner for successfully transition of multiple key businesses.
- Team Award for outstanding display of teamwork.
- Obtained ISO 9001:2000 Certificate for IT Infrastructure Management Services (MSP Services).
- Part of core team for ISO 27001/SAS 70 audits.
- Lead member of Change Advisory Board.
Keyhighlights
- IT Services management
- Service Delivery Management
- Asset Management
- Infrastructure management
- SOP’s / SLA / KPI Management
- CRM, ITSM tools, Managed Services
- Stakeholder Management
- Vendor/ OEM Management
- Team/ Resource Management
- Client Relationship Handling
- International Account Management
- CMDB management
- Exp. in SLA and IT methodologies
- IT Infrastructure projects
- Cost and Profit Management
- Budgeting/Cost/Effort Estimation
- Change Management
- IT Outsourcing/ Process Transition
- Major Incident Management
- Problem Management
- ITIL Based Service Management
- IT Project Management
- Strong communication skills
- Outsourced IT Services
Timeline
Business Consultant, IT solution and IT Infrastructure Support
Telstra Business Partners
11.2018 - Current
Major Incident management, Operations & Client Management and Sales Operations
Commander Center
05.2018 - 10.2018
Operations Management and Incident/ Problem/ Change Management
Locuz Enterprises Solutions Ltd
06.2017 - 03.2018
Service Delivery and CMDB Manager
HCL Technologies
05.2015 - 05.2017
Manager – Service Delivery & Asset Management
Evalueserve.com Pvt. Ltd.
03.2011 - 05.2015
MBA (Information Technology) -
IASE University
Bachelor, BIS (Information Technology) -
GGSIPU
High School -
Kendriya Vidayalaya