Umair Hussain Mannan

Global Operations Manager @Brainotech IT Solutions GmbH

DE

Delivered multi-region EUC programs, including service desk (L1–L3), Smart hands, and resource management, improving SLA compliance to 98.95% and boosting customer satisfaction across APAC and EMEA.• Streamlined incident resolution and escalation handling using ITIL-based processes, reducing resolution times by 25% while improving first-time fix rates through a structured technician vetting framework.• Partnered with sales and client teams to provide strategic advisory support, enabling accurate project scoping, expectation alignment, and measurable business outcomes.• Implemented process optimization and KPI tracking dashboards using enterprise IT management tools, enhancing operational efficiency, resource allocation, and project delivery predictability.• Drove EUC transformation initiatives, aligning service delivery with governance frameworks and European compliance standards, ensuring secure, scalable, and resilient IT operations.