Haseena Iniyan

Experience

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  Justice Basheer Ahmed Sayeed College For Women

  Apr 2003 - Aug 2003

  Freelance Programmer
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  Justice Basheer Ahmed Sayeed College For Women

  Oct 2003 - Nov 2003

  Lecturer
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  Sutherland Global Service Limited

  Sept 2004 - Jul 2006

  Technical Support Executive
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  HCLTech

  Apr 2007 - Feb 2009

  • Major Incident Manager

    Mar 2008 - Feb 2009

  • Information Technology Analyst

    Apr 2007 - Feb 2008
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  HCLTech

  Aug 2011 - Dec 2017

  As Client’s delegate, spearheaded service delivery operation from Poland and Switzerland (FTE >100). Improved Service Levels by collaborating with Operations managers (FTE >400) located across USA, Poland, Switzerland, India and Singapore. Acted as POC to address and resolve escalations received by C-Level Executives. Defined, coordinated and implemented process or technology on identifying GAPs. Spearheaded successful set up of Service Desk operation at client location (London) with 8 FTE and transitioned Desktop Services. Performed duty as onsite global service delivery manager, administered client communication, acted as client relationship manager and POC for escalations & complaints on delivery issues w.r.t Service Desk, Deskside and Offshore IT infrastructure support teams (Backup & Storage, Unix, DBA, Wintel, Application support and ITIL) functions.

  • Information Technology Client Services Manager

    Nov 2014 - Dec 2017

  • EUC Transition & Transformation Manager

    Jan 2013 - Oct 2014

  • Information Technology Service Desk Team Lead

    Feb 2009 - Dec 2012

  • Information Technology Services Manager

    Aug 2011 - Jan 2012
• 

  HCL Technologies Solution GmbH

  Jan 2018 - now

  As a Global Field Service operations manager, managed "Desktop Support Services" across AMER, APAC and EMEA regions, with team size of 3 Regional Service Managers, 35+ Dedicated Engineers supporting around 80+ sites. Skilled strong in Vendor Management, defining SOW, Change Orders, Purchase orders, Client Management, Team/Resource Management, Service delivery Management and Financial services such as Margin analysis, Profit & Loss Analysis and Budgeting. As a EMEA Regional Service Manager, stabilized delivery of a new project in Field Service operation domain. Managed around 30+ Dedicated, Scheduled and Dispatch sites across Germany, UK, Spain, Italy, France and other EMEA Regions with Team size of 20 Dedicated & Scheduled Engineers. As Client Service Manager, supported Client in successful delivery of multiple Projects. Involved in multiple cost savings initiatives and had provided SIPs. Hands on experience in configuring SLAs in Service Now, build Reports using dbRib, performed user acceptance test in implementing chatbot (AI), performed UAT & Regression testing for implementing enhancements in Service Now (Functions & Features).

  • Global FSO (Field Services Operations) Manager

    Apr 2022 - now

  • Regional Service Delivery Manager

    Nov 2021 - Apr 2022

  • Information Technology Client Services Manager

    Jan 2018 - Dec 2021