Mirajur Rahman

About Mirajur Rahman

As an Implementation Project Manager at Mahindra Logistics, I lead complex IT projects that deliver value to our customers and drive business growth. I have a Bachelor of Technology in Electrical Engineering from West Bengal University of Technology and a Certified Scrum Master credential.I have over 5 years of experience in managing cross-functional teams, using Agile methodologies and cloud infrastructure, and ensuring successful adoption of new technologies. I have reduced client conversion times by 20%, increased sales revenue by $1M annually, and developed the use of a SaaS platform that enhances customer onboarding experience. I am passionate about optimizing processes, developing and implementing strategies, and leading teams to achieve desired outcomes. I excel in managing high-volume operations and ensuring customer satisfaction.

Experience

1. Service Delivery Manager

   Minfy

   Sep 2024 — Present · Hyderabad, IN

   24/7 Operations Leadership: Direct the day-to-day operations of a \"hybrid\" support center (Infrastructure, L1, L2, L3 teams), ensuring the organization is properly staffed 24/7 across multiple shifts to meet global business needs.Incident Response Ownership: Own real-time Tier 1 and Tier 2 responses to active requests and incidents. Act as the primary point of contact for Major Incidents (P1), coordinating engineering teams to minimize downtime and ensure rapid service restoration.Event, Incident & Problem Management: Enforce strict Event Management, Major Incident (P1), and Problem Management processes following ITIL framework using Jira. Ensure all tickets are classified correctly and resolved within strict SLAs, maintaining high customer satisfaction.Contributed to business continuity and disaster recovery planning.SLA Management: Maintained >99.9% service availability across supported environmentsContinuous Improvement: Championed AI-driven automation initiatives for the L3 team (predictive ticketing & intelligent classification), which successfully reduced manual workload and improved resolution times.Financial & Resource Control: Manage team utilization, resource planning, and operational budgets (accruals forecasting) to ensure cost-efficiency while maintaining service availability targets.

Education

• West Bengal University of Technology, Kolkata

  Bachelor of Technology - BTech, Electrical Engineering Technologies/Technicians

  2012 — 2016

Skills

• IT Operations
• Microsoft Word
• Project Planning
• Team Leadership
• Scada
• Software Development
• C#
• Microsoft Sql Server
• Global E-Commerce
• Microsoft Powerpoint
• Team Building
• Management
• Strategic Planning
• Microsoft Office
• Sales
• Powerpoint
• Microsoft Excel
• Robotics
• Leadership
• C++
• Business Analysis
• Programmable Logic Controller (Plc)
• Autocad
• Automation
• Project Management
• Team Management
• Customer Service
• Account Management
• Business Development
• Matlab
• Php
• Sql
• Asp.net