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FERDINAND D J MIRANDA
Information Technology Manager
Dubai,Jebel ali
Summary
IT Service Delivery Manager with strong expertise in IT operations, infrastructure management, and service delivery. Proficient in leveraging tools like ServiceNow and Power BI for incident tracking and operational reporting, while leading teams to ensure compliance with ITIL standards and enhance customer service outcomes.
Overview
1
1
Certification
14
14
years of professional experience
Work History
IT Service Delivery Manager
Emirates Global Aluminum
Dubai
12.2025 - Current
- Managed enterprise IT service delivery operations across corporate and industrial environments, ensuring operational continuity and service excellence.
- Led Service Desk Operations, infrastructure support, endpoint management, and incident management to meet SLA and KPI targets.
- Oversee ITIL-based processes including Incident Management, Change Management, Problem Management, and Continual Service Improvement.
- Coordinate major incident management, escalation handling, outage communication, and root cause analysis to minimize downtime.
- Manage cross-functional technical teams, vendor coordination, resource planning, and operational governance activities.
- Utilize ServiceNow for incident tracking, workflow automation, SLA monitoring, and operational reporting.
- Support enterprise technologies including Microsoft 365, Active Directory, Windows environments, VPN connectivity, and endpoint infrastructure.
- Drove process improvement initiatives that enhanced service efficiency, customer satisfaction, and operational performance.
Assistant Manager - IT
Indian School of Business
Hyderabad
11.2022 - 08.2025
- Led IT infrastructure, AV integration, and 24x7 IT support operations for academic and executive events.
- Coordinated vendor relationships, managed asset lifecycle, and ensured IT policy compliance through Power BI reporting.
- Trained staff on SOPs and enterprise tools, enhancing knowledge of ITSM practices during onboarding.
Customer Service Analyst
ADP
Hyderabad
02.2019 - 06.2022
- Resolved enterprise technical issues for Citrix and payroll support systems, enhancing user experience and operational reliability.
- Automated reporting operations with Excel and Power BI, streamlining data analysis and reporting processes.
- Served as IT SPOC, training new hires on enterprise systems and data security standards to ensure compliance and effective use of tools.
IT Helpdesk Technician
Microsoft
Dubai
11.2014 - 12.2018
- Provided global IT support for Microsoft 365, Azure AD, SharePoint, and Windows Server, ensuring system reliability and user satisfaction.
- Diagnosed and resolved user problems via phone, chat, and in-person communication.
- Provided technical support for Microsoft software and hardware issues.
- Supported enterprise users and conducted end-user training while implementing process improvements to enhance service delivery.
- Assisted in onboarding new employees with IT setup and resources.
Tech Support Associate
Dell Technologies
09.2012 - 05.2013
- Ensured high customer satisfaction by troubleshooting issues promptly and providing timely resolutions.
- Delivered remote escalation support for Dell XPS customers, effectively resolving complex software and hardware issues.
- Resolved customer inquiries through phone and chat support channels.
- Collaborated with engineering teams to troubleshoot software issues.
- Documented technical solutions in knowledge management systems.
Education
Master of Science - Networking Professional
University of Sheffield
United Kingdom02-2011
Skills
- IT service management
- ITIL proficiency
- Incident response
- Service desk operations leadership
- Infrastructure support
- Microsoft 365 administration
- Azure Active Directory management
- Power BI reporting capabilities
- Process enhancement strategies
- Vendor relations
- Stakeholder collaboration
- Customer service excellence
- IT infrastructure
- ITIL framework
- Technical troubleshooting
- IT asset management
- Documentation and reporting
- Team collaboration
- Technical support oversight
- Network administration
- Operating system management
- IT resource use
- Local access network planning
Certification
- CCNA Certified Associate
- ITIL Certification
- MCSE Certified
- Power BI Training Certified
Training Programs
- Project Management Training course - Completed by KPMG and certified.
Timeline
IT Service Delivery Manager
Emirates Global Aluminum
12.2025 - Current
Assistant Manager - IT
Indian School of Business
11.2022 - 08.2025
Customer Service Analyst
ADP
02.2019 - 06.2022
IT Helpdesk Technician
Microsoft
11.2014 - 12.2018
Tech Support Associate
Dell Technologies
09.2012 - 05.2013
Master of Science - Networking Professional
University of Sheffield