Shamim A.

Experience

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  Star

  Aug 2003 - Jul 2006

  Network Security Engineer
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  Zen Internet Limited

  Aug 2006 - Sept 2007

  Technical Support Consultant

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  Star

  Sept 2007 - Jul 2008

  Incident Management - Team Leader
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  Claranet

  Aug 2008 - May 2013

  Manager - Incident Management

  Star provides on-demand computing and communication services to UK businesses. Utilising an advanced cloud computing platform, the company is providing Infrastructure and SaaS to companies across the UK.Key Achievements● Overlooked one of Star’s largest contracts worth over 1 million from the design concept into Service Operation. This required leading workshops with both internal and external parties, creating and implementing detailed processes, procedures and training programmes for the operations centre to ensure the smooth transition into support. I was instrumental in designing contractual SLA’s and OLA’s for the customer and 3rd party support organisations.● Implemented a new ITSM tool for the support departments which managed over 3000 external customer and averaging 5000 tickets per month. I am also responsible for designing and implementing Incident Management processes into the new Hornbill ITSM tool. ● Working alongside senior management we completely restructured the Support Departments to become more ITIL aligned. This enabled Star to become more operationally efficient to meet business objectives and support the overall company strategy.● Transitioned 30% of support tickets from 3rd line into 1st and 2nd line support teams. Ensured systems, processes and training requirements where in place, significantly reducing cost to serve.● Over the course of the first 6 months significantly improved Customer Satisfaction from an average score of 5 to a market leading score of 8.5/10 and increased first contact resolution from 20 to 50%. Show less

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  Open GI

  May 2013 - Dec 2018

  Head of Enterprise Infrastructure/Service Operations Centre Manager

  Open GI develops end-to-end products and services for the financial and insurance market. ● Designing scalable, highly available and secure architecture in Public/Private/Hybrid cloud architecture. ● Implement and maintain a highly resilient cloud architectures spanning across multiple datacentres. Consisting of VMware ESX clusters running on IBM servers, SAN and Cisco interconnect solution.● Managed the technical roadmap for IT Services to support and drive business benefit through the innovative use of technology, with a focus on delivering business value in line with strategic goals.● Ensured industry-leading framework TOGAF and ITIL is used during planning, implementing, and governing of enterprise IT architecture.● Responsibility for department P&L including multi-million pounds CAPEX and OPEX budgets. ● Ensure the necessary processes, controls and governance are in place to manage the IT estate and to properly control change and manage the introduction of new IT capability into live service.● Design and implement processes in line with the ITIL framework, with focus on● Chair the company Change Advisory Board reviewing and approving all changes to the production environments. ● Participate in the Technical Steering Group/Technical Design Authority, validating, prioritising and approving major business change IT projects.● Manage Infrastructure Architects, Engineers and Analysts.Key Achievements● Created an ITIL aligned Service Operation Centre from the ground up. Included but not limited to recruitment, creating policies and procedures, training plans, budgeting and mentoring ● In sourced the management of the hosted environment from 3rd party service provider creating multi-million pounds worth of cost saving● Implemented the company Change Advisory Board to review and approve all major infrastructure changes across to the business.● Won ‘Employee of the Year’ in my first year of starting at Open GI. Show less

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  SCC

  Jan 2019 - Jan 2023

  Solutions Architect Manager

  SCC is Europe's largest independent technology solutions company providing Datacentre and Public Cloud service (Azure and AWS)● Responsible for designing and overseeing solutions for SCC's commercial Cloud and Data Centre services. Including but not limited to, Datacentre migrations, designing PaaS, Azure/AWS integration, Desktop as a Service and SIEM solutions with a managed service wrap.● Manage the Solution Architects team spread across the UK. Scoping and designing scalable, highly available and secure infrastructure to clients across Europe.● Engaging with customers, capturing requirements, creating proposal, HLD’s and Statement of Work for Public Cloud Services (Primarily Azure) and Private Cloud Solutions.● Leading Technical Design Review Board to provide governance and validate proposed solutions. Show less

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  MXM Consultancy

  Jun 2020 - now

  Solutions Director

  Specialist consultancy in IT architecture and transformation - Public Cloud, and Hybrid Cloud and Security services in IT