Abul Hayat
Service Management Lead - ECS ITIL Process Manager
- Role
- Ecs Itil Process Manager at Hexaware Technologies
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Abul Hayat
I am a Senior IT Infrastructure and Observability Leader with over 14 years of experience…
Experience
Ecs Itil Process Manager
Dec 2017 — Present · Mumbai, IN
Manage service delivery processes, aligning them with ITSM best practices to ensure efficiency and effectiveness. Serve as the primary point of contact for clients and internal teams, ensuring services are delivered within agreed SLAs.Implement and manage ITSM processes, including Incidents, Problems, Change, Release, and request management. Ensure continuous improvement of ITSM processes to enhance service quality and user satisfaction. Conduct regular reviews of service performance, identifying areas for improvement and implementing corrective actions.Oversee the ticketing process, ensuring that all user tickets are addressed promptly and in line with SLAs. Monitor ticket queues, prioritize incidents, and ensure timely resolution to meet or exceed SLA targets.Monitor application performance metrics, identify potential issues, and take proactive measures to prevent downtime. Collaborate with development and infrastructure teams to resolve application-related incidents and performance issues.Leading the team, providing guidance, mentoring, and performance management. Foster a culture of collaboration, accountability, and continuous improvement within the team. Ensure that the team has the necessary skills and resources to meet service delivery and application monitoring demands.Stakeholder Management: Build and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams. Communicate effectively with stakeholders to manage expectations and ensure alignment on service delivery objectives. Handle escalations and ensure that issues are resolved in a timely and satisfactory manner.Reporting & Documentation: Develop and present regular reports on service delivery performance, including SLA compliance, ticket resolution metrics, cloud service performance, and application monitoring results. Maintain accurate and up-to-date documentation for ITSM processes, cloud services, ticketing systems, and application monitoring tools.
Education
DNIT from NIIT New Delhi
DIT (Diploma, Information Technology
2003 — 2005
AXELOS
ITIL, ITIL Foundation
2018 — 2019
Skills
- Requirements Analysis
- Vendor Management
- IT Service Management
- Itil
- Pre-Sales
- Team Management
- Resource Management
- Networking
- Service Delivery
- Business Analysis
- Project Management
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