Vishal Sethi
Dubai,Dubai
Summary
- Results-oriented professional with over 15 years of extensive experience in IT Service Delivery Management.
- Seeking a challenging assignment in:People Management
Customer Centricity
IT Service Management (ITSM)
Incident/Change/Problem Management
ITIL Process Implementation
IT Service Delivery
- Demonstrated track record in:Managing ITIL processes
Infrastructure management
Service delivery/operations
- Excel in leading support and operations teams in multi-platform environments (private and cloud-based).
- Strong background in:Deploying ITIL processes
Managing teams for large, complex global infrastructures
- Key member of leadership teams focusing on:ITSM processes
Cross-functional processes
Global operations
- Successfully handled various project functions, including:Incident management
Problem management
Change management
Service management resource prioritization
Capacity management
Client relationship management
Capacity planning
- Expertise in:Building 24x7 support and operations models
IT process audits and controls
- Adept at ensuring seamless operations and driving continuous improvement.
- Excellent communication, interpersonal, and problem-solving skills.
- Certified in BlackRock 3 Incident Commander training.
Overview
15
15
years of professional experience
3
3
Certification
Work History
IT Service Delivery Manager
Dubai Holding Asset management (DHAM)
11.2023 - Current
- People Management / Incident Management / Problem Management / Support & Operations Management / Auditing & Compliance/ Documenting & Reporting
- Developed Framework and tailored to Best Practices
- Implemented repository and task management solutions to streamline operations, resulting in a 15% reduction in service request resolution time
- Worked with Vendors and partners to build relationships, ensuring compliance and quality best practices were met, promoting close collaboration between internal and external delivery teams
- Established and maintained a comprehensive framework ensuring adherence to industry best practices and regulatory requirements, fostering a culture of compliance and excellence
- Implemented a new IT service management framework, achieving a 30% faster resolution time for IT incidents and Service requests, enhancing efficiency and customer satisfaction
- Initiated regular service improvement initiatives, increasing customer satisfaction by 15%, and fostering a culture of continuous improvement within the organization
- Oversaw the implementation of service management tools and technologies, ensuring smooth functioning of IT services
- Standardized agile approaches to drive daily operations, improving operational efficiency and responsiveness to business needs
- Managed and improved operational workflows, implementing best practices for incident, problem, and change management, ensuring efficient resolution and minimal disruption to business operations
- Improved SLAs and OLAs, planned workforce needs, and managed key performance indicators (KPIs) for continuous service improvement, optimizing service delivery and customer satisfaction
- Maintained overall accountability for IT hardware inventory, optimizing resource allocation and procurement processes for key infrastructure projects and initiatives
- Ensured processes were followed according to hardware and software policies, enhancing resource efficiency and compliance
- Collaborated with vendors to streamline support and revised contracts to deliver with SLAs to customers, reducing MTTR incidents by 10%
- Enforced Identity and Access Management policies and processes across the organization, ensuring data security and compliance with regulatory standards
- Improved Incident and Problem management policies according to ISO 20000 standards, enhancing incident resolution efficiency and compliance
- Developed reports visualizing daily work of engineers, SLAs, OLAs, and capacity utilization, providing insights for decision-making and resource optimization
Global ITSM Manager
Ingenico
09.2021 - 08.2023
- People Management / Incident Management / Problem Management / Support & Operations Management / Auditing & Compliance/ Documenting & Reporting
- Responsible to design Global Incident Management framework for handling incidents and Service request
- Accountable to create and review SOP document of Incident and Problem management
- Providing strong leadership and management to coordinate and motivate IM and Technical team
- Daily reviews with team members with agile principles and framework including Kanban
- Ensure all major incidents are catered within definer SLA
- Ensure reduced MTTR and MTTA during critical incidents
- Proficiency in handling a high volume of work with conflicting demands
- Responsible for quality of work delivered by Incident team, ensuring SLA and OLA metrics are in place to measure results
- Provides guidance and direction to Incident management specialist for developing and improving processes for resolving incidents/critical incidents within defined SLAs
- Responsible for improvising cross functional workflows for critical incidents
- Build and nurture relationships with strategic customers through direct management of escalated events. Reduced
- Manage cross functional trainings to run the service delivery while ensuring customer satisfaction and effective business operations
- Develop, manage, maintain, and execute SOPs and plans for identity & access management
- Responsible to lead PIR calls post major incidents and develop PIRs, which acts as input point for Problem management
- Collaborate with Problem managers to review KEDB and update if needed
- Responsible for planning all the activities required to perform, monitor, and report on the incident management process
- Establishing a mechanism to ensure regular dialogue with third parties and stakeholders to promote problem solving, team working and risk sharing
- Responsible for proof reading and approving PIRs and Incident management SOPs/Process refinement documents
- Develop and maintain strong relationships with senior client stakeholders
- Perform a Trusted Advisor role
- Define, lead, and manage technical projects, with a strong focus on technical excellence and on-time delivery
- Responsible for DevOps activities performed by team such as Infrastructure as code, CI/CD activities & automated deployments
- KPI reporting to senior management; regular and accurate management reporting on IT Service performance
- Reports to Director and VP-Level executives to translate business requests, technical and operational plans via KPIs
- Proof reading and approving multiple PIRs, RCA report and SOPs before submitting to customer
- Passionate about continuously improving organizational practices
- Proven ability to translate complex business requirements into simple software solutions
IT Service Management Lead
UKG (Kronos)
05.2016 - 09.2021
- People management/ IT Service Management (ITSM) / Incident Management/ Change Management/ Problem Management/ Cloud Management
- Responsible for consistent application of all standard project management methodology processes, tools, and documentation throughout the project life cycle
- Led a team of 17 resources to provide 24x7 support to Incident Management Team in an enterprise cloud-based environment
- Ensuring fulfillment of matrices associated with priority of Incidents
- Service Delivery and took ownership of Infrastructure operations along with IT Audit/Controls and IT Security functions
- Liable for escalations and gaps in processes of ITSM components
- Develop, manage, maintain, and execute SOPs and plans for identity & access management
- Responsible for allocating resources to CAB (Change advisory board) meetings and approving changes
- Client Satisfaction for Service Delivery; organizing periodic customer satisfaction reviews and meetings
- KPI reporting to senior management; regular and accurate management reporting on IT Service performance
- Managing IT Infrastructure standards and policies, experience with technical documentation of Infrastructure design, administration, and optimization
- Proof reading and approving RCAs of different domains
- Responsible for day-to-day operations of managing Cloud Services including software deployment and upgrades, system setup, system administration, monitoring, incident resolution, problem management, configuration and change management, security management and monitoring, capacity planning, availability management, disaster recovery and routine update of services
- Part of scrum ceremonies everyday
- Working with internal and third-party teams for taking necessary actions, sustaining, and improving services
- Tracking and confirming implementation of patching updates; providing support to Patch Testing and Vulnerability Management audit
- Monitoring, controlling, and supporting service delivery; ascertaining systems, methodologies and SOPs are in place and compliant with ITIL process and UKG standards
- Maintain regular communication with both the customer and internal teams, constantly managing customer expectations
- Reports to Director and VP-Level executives to translate business needs, technical and operational plans via KPIs
Problem Management Lead
British Telecom
04.2013 - 05.2016
- People management/ Problem management / Stakeholder Management
- Reviewed business flow system problems and executed solutions
- Led a team of 16 members for handling multiple customers
- Established objectives of 16 Problem managers and Analysts in executing problem management for multiple contracts
- Set clear performance expectations, conduct performance evaluations, and identify training needs to ensure a high-performing problem management team
- Responsible for allocating Problem management resources to multiple customers
- Accountable for problem managers and Problem analysts for coordination of activities related to diagnosing a problem, validating workarounds, Identifying Root cause & determining fixes
- Responsible during bidding activities for presenting problem management to new customer
- Developing problem management SOPs and related documents for new customers
- Proof reading and approving RCAs before delivering to customer within stipulated time
- Responsible for career training, goals assignment and appraisal review
- KEDB and corrective actions to Change management
- Responsible to have smooth working methodology developed and approved with vendors
- Quarterly review with stakeholders of each contract
- Provide guidance, coaching, and mentoring to team, fostering a culture of continuous learning and development
Senior Network Analyst
HCL Technologies
02.2011 - 04.2013
- Responsible for troubleshooting for cisco router and Switch configuration
- Experience on TCP/IP and OSI model
- Knowledge of setting routing protocols – EIGRP, BGP, RIP, OSPF
- Hands on experience with monitoring and network diagnostic
- VPN configuration, setup, and troubleshooting
- Subnetting and IP allocation
- Responsible for understanding complex problems, evaluate technical process and apply appropriate operations
Software Developer
Multiverse Solution
04.2010 - 01.2011
Technical Support Engineer
HCL BPO
12.2009 - 04.2010
Education
BTech/B.E. - IT
Rajasthan University, Jaipur Engineering College
India01.2009
Skills
- People / Project Management
- IT Service Management (ITSM)
- IT Service Delivery Management
- ITIL Incident Management
- ITIL Problem Management
- ITIL Change Management
- ITIL Knowledge Management
- Cloud Infrastructure Services
- Agile methodology
- IT Operation Management
- ITSM Tools : Service Now, JIRA, Salesforce, BMC Remedy, Manage Engine, Atlassian Status Page
- Technical (Basic) : VMware vSphere 50, Linux, DNS , VLAN, VPC, Network & Subnets, GCP, Containers, Terraform, Docker, Kubernetes, Gitlab, Ansible, Grafana, Netcool, BMC, SQL Server
Certification
- ITIL V3
- ITIL 4 Foundation
- Blackrock 3 Incident Management
- CCNA
Timeline
IT Service Delivery Manager
Dubai Holding Asset management (DHAM)
11.2023 - Current
Global ITSM Manager
Ingenico
09.2021 - 08.2023
IT Service Management Lead
UKG (Kronos)
05.2016 - 09.2021
Problem Management Lead
British Telecom
04.2013 - 05.2016
Senior Network Analyst
HCL Technologies
02.2011 - 04.2013
Software Developer
Multiverse Solution
04.2010 - 01.2011
Technical Support Engineer
HCL BPO
12.2009 - 04.2010
- ITIL V3
- ITIL 4 Foundation
- Blackrock 3 Incident Management
- CCNA
BTech/B.E. - IT
Rajasthan University, Jaipur Engineering College
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