Nuzhat Jabeen

Experience

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  Mphasis

  Jan 2006 - Apr 2010

  Subject Matter Expert
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  Microland Limited

  May 2010 - Nov 2010

  Lead - Critical Incident Manager

  • Incident Management based on ITIL. Lead a team of 20 members.• Following up on Severity 1 & 2 incidents and making sure the service is restored as quickly as possible.• Sending timely updates to the users about the progress towards resolution.• Setting up MMLs with the Resolution groups to resolve the issue quickly with minimum impact.• Help in meeting the KRAs or KPIs of the team members.• Targeting the process SLA to achieve the best results.• Making sure an Incident Age Report is created, analyzed and followed up for closure of all long pending incidents.• Providing feedback and coaching the team members on their misses and providing them with a solution to overcome them.• Maintaining & Updating the Enterprise Knowledge Management System for the process and updating it regularly.• Conducting Process Knowledge Tests for the team to check the process knowledge.• Scheduling of resources based on work volumes.• Tracking the productivity of resources using Active Operations Management.• Assisting the operations team with the metrics comparison data.• Specialized in preparing Operational reports for Management reviews.• Excellent communication skills to communicate with clients all over the world.• KT (Knowledge Transfer) for two Transition projects.• Trained employees to become System administrators. Show less

• 

  IBM

  Dec 2010 - May 2018

  • Led assigned projects in an Agile manner, overseeing range of activities including project initialisation and planning, developing cost structures, tracking and reporting deliverables, managing risks, and ensuring projects are completed on time, within budget, and to high customer satisfaction.• Liaised with stakeholders to assess business needs, identify key challenges, constraints, and risks, and define project scope after thorough due diligence.• Translated business needs and constraints into project charters, obtaining sign-offs accordingly.• Mobilised and trained resources as per project requirements.• Managed changes to project scope, schedule, and costs, facilitating client acceptance and coordinating assessment of impacts on people, processes, and systems.• Documented risks, assumptions, and constraints, implementing actions to avoid or mitigate risk events and anticipate and manage risks associated with change.• Measured project performance, monitored progress, identified variances, took corrective actions, and communicated updates to stakeholders.• Adjusted schedules to accommodate changing requirements within established deadlines.• Obtained sign-offs and communicated approved requirements to lead architects and implementation teams.• Tracked project scope and schedule adherence, minimising changes to project scope and statements of work.• Prepared meeting agendas, record minutes of meetings, and follow up on action items.• Created dashboards to communicate progress regarding scope, schedules, and costs to key stakeholders.• Resolved conflicts and tracked risks and issues throughout project lifecycle.• Captured lessons learned and implemented best practices and process improvement initiatives to enhance project deliverable quality.• Prepared subsidiary plans including quality, communication, risk management, change control, and disaster recovery plans. Show less • Build & improve the Service Management model and manage the delivery of operational support with the help of stakeholders and suppliers.• Responsible for the quality of delivery and successful Transfer to Operations for changed services in line with ITIL best practices.• Liaise between business owners, operations teams, suppliers and other managers. Communicating between all key stakeholders to ensure the smooth and successful implementation of service changes, executed to high-quality standards.• Ensure Service Management procedures are established and documented to align with ITILv3 best practices and provide the capability to measure and maintain the performance of the service post-launch to promote continual improvement.• Own and facilitate the Major Incident Management, Change and Problem Management processes.• Liaising with internal technical subject matter experts and business owners of key platforms and processes to ensure end-to-end Service Assurance requirements are met.• Ensure new Service changes have a fully developed end-to-end support structure, including Processes, SLAs, KPIs and WLAs/OLAs that are commensurate with business requirements and priorities.• Act as a gatekeeper function that ensures effective Transfer to Operations in compliance with the Support Readiness Process (SRP) for all changes introduced via the business project lifecycle.• Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to ITILv3 best practices.• Ensure effective decommissioning of services that are deemed `end of life` - to confirm the removal of all operational facilities and redundant equipment, whilst ensuring any operational dependencies are effectively managed.• Ensure that appropriate lifecycle resourcing, training, tooling, support and documentation are delivered with a formal sign-off from all key stakeholders. Show less

  • Transition Project Manager

    Mar 2013 - May 2018

  • Service Availability Manager

    Dec 2010 - Mar 2013
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  Tech Mahindra

  Jun 2018 - now

  Project Manager

  • Managing Data centre projects including New Build, Lift & Shift, and Decommission of network equipment, real estate, and end-of-life equipment.• Collaborating with Solution Architects on Project Solutioning to develop Rough Order Estimates (ROM) and gain client approval.• Coordinating Procurement Management by creating Bills of Materials (BOM), negotiating quotes, obtaining client approval, and liaising with vendors for timely delivery.• Preparing o Business commitment review (BCR), Project Definition Document (PDD), and Statement of Work (SOW), ensuring client approval.Project planning and maintenance using MS Project / PCE / JIRA based on the type of project.• Raising Project Change Requests (PCR) for alterations in Scope, Cost, or Schedule as needed.• Conducting o Resource Planning and allocating billable/non-billable resources as required, while overseeing resource claims and project budgeting.o Hypercare activities to verify successful deployment and ensure smooth handover into the production environment.• Initiating Kick-Off meetings with Site Contacts and Engineers to align project stakeholders and set project direction.• Identifying and mitigating potential Risks such as BOM validation issues, loss of equipment, and device delivery delays.• Engaging Field Engineers through specified vendors if necessary, raising Build Cost Service (BCS) for billing purposes.• Analysing Change Impacts and communicating them to Business Units for approval. Preparing Change Control Templates accordingly and running them through the Technical Advisory Board (TAB) & Change Advisory Board (CAB) for approvals.• Scheduling o Implementation windows with appropriate approvals, and raising Change requests in Service Now.o Scheduling Pre-Configuration of new devices upon their arrival, coordinating with Solution Engineers and Field Engineers.• Facilitating and hosting Change window activities alongside Architects, Solution Engineers, and Field Engineers. Show less