Fardin Butt

About Fardin Butt

ITIL Certified Professional with 18 years of experience in IT Service Desk, NOC Operation and Continual Service Improvement. A dedicated leader who mentors with purpose and understand that strong working relationships create great teams and deliver exceptional results. Plan and execution Service Delivery, IT Service Operations, IT Audit, IT Security, IT Budgeting, IT Equipment Procurement, ITSM Modules Implementation, Configuration and Rollout, Managing NOC Operation Center - Solar Winds Monitoring. Experienced in Transitioning, building from scratch & expanding teams/processes/operations. SLA Compliance, Resource Planning & Optimization, Manpower training, Performance Management, Process compliance, Business Planning and Review, Customer Interaction and P&L Management Core Expertise: SMO – Service Management Office – ITSM Platform like BMC Remedy, Service-NOW, JIRA and HEAT - Incident, Service Request, Problem, Change, Knowledge, Asset Management, CMDB, Service Catalog, SLAs – Service Level Monitoring & Reporting. EUC – End User Computing – OS Imaging, Software Deployment, End User Encryption & Protection (Anti-Virus), Virtualization / Citrix Desktop, SCCM and PDQ NOC Operation and Monitoring Center – SolarWinds (NPM, SAM, IPAM etc.), Nagios XI and Xymon

Experience

1. Group Manager

   HCLTech

   Jul 2021 — Present · Mumbai, IN

   Manage multiple accounts with a large team across multiple geographies.\\\\n** Responsible for delivery, transition, client management and P&L for Customer Service and Service Desk\\\\n** Attending Daily Operations Review, Sync Up Meetings with Stakeholders and Client\\\\n** Monitoring the KPI, CPI and accountable for achievement of SLAs compliance\\\\n** Auditing of Tickets, Reopened ticket handling, CSAT /DSAT and adopting best ITIL practices\\\\n** Identifying Key Customer Pain areas and aligning the Overall Delivery Model to resolve them\\\\n** Takes responsibility for the operational environment, for setting targets, monitoring performance and\\\\nmanaging the service in an efficient and effective manner for Digital Work place and Data-center tracks.\\\\n** Ensured the business continuity and function of mission-critical systems in 24x7 operations. Prioritized and \\\\ncoordinated resources with the Support Team to maximize customer satisfaction\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• MBA

  Master of Business Administration - MBA, Information Technology