Imran Baig

A certified professional with comprehensive experience of 10 years in IT Agile Project Management and Vendor Management. 7+ years of experince in project cordination and managed project. Excellent insight into IT Infrastructure project management like legacy to cloud migration. Proficient in Project implementation and coordination in a complex ITeS environment. Ability to perform range of activities from critical to delivery under service operations and transition for various services like Software as a Service (SaaS), Infra on Demand (IOD), Platform As Service (PaaS) under IBM Cloud Managed services. Extensive insight into end to end management of critical service operation streams such as change & release, incident, problem and configuration management. Ability to translate business requirements into quality deliverables within agreed scope, time-lines and cost. Proficient in project management methodologies like Agile (scrum, kanban) and waterfall with strong exposure to stakeholder management, interfacing, creating reports and business excellence. Strong experience of service delivery in diverse industrial sectors like State Government, Manufacturing & Logistics, Banking, Cards and Technology & Telecom. Hands on experience on various IT Service Management tools like BMC Remedy, ISM Maximo, CA Service desk, ServiceNow, HP Service Manager, JIRA and Confluence. Contributed data to IBM watson for cognitive analysis to reduce the man hours , incdents for the different line of business.

• PMP
• Prince2 Certified
• ITIL intermediate
• Scrum Certified
• SAFe Trained

• Awarded the IBM Manager’s Choice Award in May 2015 for achieving 99.5% change successful rate with extensive change monitoring.

• Agile Practitioner (SAFe), SACE Board – South Australia Education Board, 05/01/24, 08/31/24, Worked in projects parallelly to cover the deployment of product across various locations and to streamline the support necessary for the deployed product., Classified and negotiated the gaps with business and technical teams to come up with a win-win situation., Worked with the transition team to ensure support teams have necessary documentation in ServiceNow to support End user/Service Desk., Plan work for the BAs in the team and ensure their capacity is utilized efficiently., Work closely with the Test Engineers to check if deployments are successful and test the same post deployment., Work with the Product teams to identify the metrics that help identify the product utilization effectively., Meet the product teams in a timely manner to understand the new features being developed and suggest any improvements based on the previous gaps logged., Keep a check on the features that are in development and perform functional tests., Responsible for creating the Business Process Document by understanding the As-Is process and identifying the Gaps between the existing process and the product., Made sure that teams live the agile values and principles, as well as assist the team in capturing improvement opportunities that have been identified by the team., Facilitated the teams to build the Lean Canvas as per the organisation roadmap and make sure that it's been aligned and submitted before the increment planning., Work in program increment and conduct the ceremonies like scope card preparation, Increment planning, mid increment showcase and end of increment showcase., Met the Sponsors, Product Owners and Projects leads to prepare our lean canvas, as part of lean canvas alignment we make sure we have a town hall meeting where all the initiatives for the current program increment are discussed across the organisation., As part of the Mid increment showcase we discussed the progress, blockers and success., Worked on the JIRA roadmap for the organisation linking the strategic key pillars and elements., Trained the new starters on the Agile principles, JIRA tools and ways of working in the organisation., Lead trainer for organisation training curriculum, includes operating model, agility, Jira & Confluence, product ownership, servant leadership, scrum mastering, OKR and productivity evaluation., Created enterprise Community of Practice (CoP) framework, establish Product Owner (PO) and Business Analysis (BA) CoPs to advocate the continuous learning culture., Led all sprint planning, sprint reviews, sprint retrospectives, and daily scrums with the development team resulting in product features that reached Maximum users., Lead to develop agile academy, revamp and modularize agile training curriculum includes agile, operating model, product ownership, and Jira to promote bite size and digital learning experiences.
• Project Manager, Commonwealth Bank of Australia and Colonial First State - Digital Banking and Cyber Security, 11/01/20, 05/31/24, Work with solution architects to evaluate incoming RFS and materializing it to SoW after due approval from customer. Develop and present proposal with the help of Solution architects and finalize agreement with customer., Perform vendor management of 3rd party suppliers, including periodical reviews on SLA performance and contract negotiations for Out of Office work, if any and present business value to customer for new business and opportunities as and when they pop up while running a project., Strong customer facing experience across various geographies, capable to engage customer, articulate the solutions and perform conflict resolutions, if any., Lead global delivery team provide outstanding experiences that will improve retention of accounts that would lead to renewals, adoption of products and references for Analyst and prospects., Constantly define and review Planning and Customer Service strategy to support growth opportunity and able to develop constructive and effective relationships with direct report team and cross-functional partners; able to maintain credibility and presence within the broader business., Private and Public cloud implementation experience working in various IT Infrastructure technologies like PaaS, SaaS etc. using IBM Cloud, AWS, Azure as well as Google Cloud Platform., Accountability for Technology Operations budgets and forecasting, relating back to the overall delivery technology strategy., Lead conference calls during critical events and establishes meetings to confirm risks and impacts of incidents are clearly understood by all stakeholders., Drive Management/technical checkpoints & internal meetings to ensure corrective action is being taken to restore service., Develop strong working relationships with support and delivery teams, management and liaise with support areas as required., Partner with Sales to ensure renewal and expansion opportunities are identified and ensure that a clearly defined customer success plan is in place to expand product/service adoption and grow the relationship., Analyze and assist to explain the feasibility of alternate solution options and recommend the most feasible solution(s) for the business (e.g. via Concept Paper, Business Case etc.)., Lead Business forums during major outages and ensure risks are identified and mitigated along with restoration of services and minimizing the impact to impact., Perform a thorough analysis of incidents, root cause analysis, to take all necessary and possible actions to avoid recurrence of the same type of incidents., Participate in business continuity planning and disaster recovery exercises including collaborating and coordinating with major incident management teams during a multi-customer outage., Lead and drive continuous service improvement, process improvements and supplier collaboration programs., Work closely with Business Process Owner to write and prioritize work in form of stories associated to programs and projects for streamlining deliverables., Develop and sustain excellent relationship with all stakeholders through engagement and delivering continuous value by meeting customer expectations and handling issues., Skilled in collaboration with distributed teams, onsite/offshore, define, implement, monitor and achieve project deliverables, handle a mix of project types and technologies., Perform onboarding/off-boarding of new suppliers to ecosystem and run acclimatization workshops., Optimize costs, standardized processes, reports and tools for better governance.
• Project Manager and Service Management Lead, Bendigo and Adelaide Bank, 03/01/20, 10/31/20, Own the environment and make sure the environments are available to cater the development testing and UAT teams., Build the new environments from the scratch with help of the different technical stakeholders as per the transforming requirement of the organization., Assist with the design, implementation, operation and continuous improvement of an overall environment management capability., Coordinate with the teams and make sure the user stories are updated as per the epics and initiatives., Act as a project coordinator for the sprint planning and track the project in MS projects., First Point of Contact for All Major/ Critical Incidents. Coordination with Top Management and customer for any emergency change to fix the incidents., Ensure major changes undergo rigorous review before implementation to help prevent incidents., Chair the Change review board CAB Meeting, liaise with the customer as focal point for all High Priority / Major Incidents and Planned Complex Changes., End to End ITIL implementation in the service Delivery, capacity and resource Planning., Use specific information from driving major incidents to drive technical teams to stronger RCAs and corrective actions, which will reduce the frequency of repeated incidents., Provide appropriate inputs to the Problem Management process, RCA preparation and remediation. Review failed changes and notify all the stakeholders and management., Participate (or lead/own as appropriate) in the creation, client approval and execution of the Client Delivery Plan., Manage KPI, SLA and OLA for Service Delivery events and operational Support., Handling Strong technical pool of employees support from DC India including Business Controls, IT Security & Business Operations., Created and Maintaining ‘Known Error Log' database which helps to identify repetitive issues and permanent fix for the same., Developed and delivering KPI (Key Performance Indicator) report on monthly basis to check the health of account.
• Project Management (IT Service Management), ComCast, 07/01/18, 02/29/20, Running CABS and ensuring that 0% of failed changes are marked in the production environment., Assisting and advising Cyber Security Centre in the management of Issues, including development of remediation plans and tracking of remediation progress., Keeping a track of license expiry and coordinating with 3rd parties for renewal of these licenses., Take care of the contract renewals for all the third-party application every half and yearly., Coordinating the assessment of Risk and Control for Cyber Security Centre and the technologies that the dealt by the respective service owners., Managing critical incidents through all phase of the incident management lifecycle., Assist in development of incident response capabilities, training, and tool validation., Assisting and advising the Cyber Security Centre regarding the management, reporting and escalation of Incidents., Proactively driving the Risk Culture within CSC, including education of teams regarding risk management., Collaborating across Enterprise Services and the Risk Community to effectively and consistently manage risk outcomes., Performing Supplier Risk Tier Assessment for vendors and working on their ratings accordingly., Running data analysis on tools such as KIBANA & GRAFANA., Identifying and mitigating risks in the Cyber Security environment., Managing Sprints via JIRA to incorporate the backlogs identified in the development environment.
• Service Manager, NCR Corporation - Standard Chartered Singapore, 12/01/15, 07/31/18, Deploy quality framework principles (ITIL & GDF), focus on continuous technological and process improvements across service center, technology/architecture, and project management., Maintain process standards across releases & Request for Change (RFC) along with reviewing of compliance with change policies including emergency, standard pre-approved changes after CAB Review., Work with various technology partners and internal stakeholders to design infrastructure solutions by following architectures guidelines and metrics., Manage KPI, SLA and OLA for service delivery events and operational support., Review policy/procedure documents each quarter and changes to be done., Developed and delivered KPI (Key Performance Indicator) report on monthly basis to check the health of account., Identify areas of improvement using key measurements (Trend Analysis on Problem & Change competencies)., Create and maintain knowledge management database which helps to identify repetitive issues and permanent fixes., Develop strong working relationships to liaise with support, delivery teams and management., Delivering periodical trend reports for commercial clients.
• Change Manager, IBM Pvt Ltd - IBM Cloud, 12/01/13, 12/31/15, Ensure major changes undergo rigorous review before implementation to help prevent incidents., Use information about problems and incidents to analyse present challenges and eliminate chronic issues., Using specific information from major incidents to drive technical teams to stronger RCAs and corrective actions to reduce the frequency of repeated incidents., Expert level understanding in controlling change failures and unauthorized changes by extensive monitoring., Participate in creation, client approval and execution of the Client Delivery Plan., Liaise with customer as a focal point for all High Priority / Major Incidents and Planned Complex Changes., Represent team and organization while leading high severity incident and Planned Complex Changes., Provide appropriate inputs to the Problem Management process, RCA preparation and remediation., Review failed changes and notify all the stakeholders and management., Create RCA for all failed changes and process them to closure with various Line of Business teams., Trained more than 500 Technical resources on the ITIL change and incident management., Identify and close process gaps with the tech teams and management., Project Manager for Change management for cloud environment - end to end. Current offerings are SCE+, SC4SAP, SC4Oracle & Smart Cloud for Managed Application Services (PS, Siebel & other ERP’s).
• Service Coordinator, MasterCard, 01/01/10, 12/31/13, Supervising incident tickets, severity & escalations., Involved in service level management, resource management, formulating SDR & SLM Reports., Worked as Technical Lead and Operation manager., Associated with Technical consultation, as per the pre-defined SLA to the ongoing project., Provide training to staff at the customer location., Scrutinizing data flow against quality standards thereby designing quality regulations and evaluations., Discovering root causes of performance gaps and QI problems by retrieving and analyzing QI information., Provided a clear picture of understanding on the issues of quality checking in the department/company., Synchronizing with internal business units and external clients., Played a key role as Incident Manager thereby resolving issues that affect any customers' network functionality in the absence of the Director of Networking.

• Banking
• Insurance & Financial Services
• Cards – Master Card and Visa
• Telecom and Technology
• IBM Cloud