Nayaz Ali Usman Ali

WORK HISTORY

EDUCATION

ABOUT NAYAZ ALI USMAN ALI

Leading the Service Management Office in a multi-million-dollar organization is a milestone achievement of being 19+ years in the IT industry. And the journey itself has been one of innovation, dedication and learning. It marks my hierarchical ascent from Senior Technical Support (Team Lead) to Incident Workflow Coordinator, Transition / Transformation Manager (for Major and Critical IM Processes), ICC and MIM Lead, ITSM Process Consultant, Client Relationship Manager to Lead SMO across several companies.My KRA specialization is within the Pharmaceutical and BFSI domain for clients located in India, USA, LATAM and Canada.A few breakthroughs that I am especially satisfied with include: Shouldering dual roles as Service Management Process Consultant and Process Owner multiple times Setting up the Chennai OMC and Command Centre for a pharmaceutical client Performing stretch assignments to resolve process challenges in Major and Critical Incident Management across multiple accounts Transitioning a Major Incident Management Process for a multi-million-dollar BFSI client from UK to India Maintaining 100% response SLA and 98% resolution SLA across P1 to P3 incidents on all infrastructure issuesThese and other similar breakthroughs also bear witness to my excellence in:Program Management | Project Management | Incident Management | Change Management | Service Level Management | Escalation Management | Transition Management | Transformation Management | Vendor Management | Multi-Vendor Service Management | Continuous Service Improvement | Audit and Compliance | Datacentre Migration | Gap Analysis | Disruption Mitigation and Progress Monitoring