Owais Khan

Experience

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  American Express Ltd. Contracted by Tata Consultancy Services

  Mar 2007 - Apr 2016

  Key Achievements• Led a team of 16 professional in Asia pacific regions to support day to day business activity • Successfully delivered highly critical, multiple programs & projects (USD $10M) in multi-vendor and multi-culture environment.• Managed Programs governance, steering committees and customer relationships • Up kept customer satisfaction ratings 98% during annual client surveys and accentuate them through appropriate service improvement plans• Identified and won new business opportunities in multi-vendor environment which turned out as outstanding growth to portfolio• Responsible for identifying new business opportunities (RFPs) for existing customers and work with engagement & transition the team for execution.Responsibilities Solution Designing : • Participation in new technology solution and looking after the application migration.• Assessing new sources of data and designing data-flow for process of ingestion. • Responsible for maintaining process for output management for end customer MIS. Service Management• Adhering to SLA targets in particular critical and high severity incidents.• Responsible for deriving proper root cause analysis and closure of all the incidents.• Presenting the SDR (Service delivery Review) to senior leadership.• Responsible for capturing metrics and status reporting. Maintaining an effective status reporting.• Ensuring that escalating issues were assessed and worked appropriately.• Participate in Disaster recovery activities People Management• Manage in-region resources to ensure effective and rapid resolution of escalations.• Continually assess skills of resources for necessary Competency upgrade including technical and soft skills• Manage on-boarding and exit responsibilities for resources• Cross Leverage teams, processes and resources across region. Show less Key Achievements• Achieved 99.97% of SLA for critical payment files delivery• Delivered though process leadership in developing auto-fraudulent suspension process• Achieved excellent customer satisfaction index (95%) on team level.• Recognized as subject matter expert in merchant payables & reconciliation process.Customer Reporting • Onsite leadership Support at client site in Sydney, Australia in multi-vendor, multi-team environment.• Providing effective communication and business acumen in order to advocate for technical issues• Worked closely with Client relationship management team to provide necessary support to business functions • Led an offshore team based in Bangalore, India providing 24 X 7 technical supports to production incidents.Technical Involvement• Involved in coding and compiling of COBOL, JCL programs and implementing the same via change management tools• To maintain a repository of all customer account history details and transaction related information for end customers • Analysis and design of components for Customer Marketing History Database applications across globe which include campaign management, ETL process, Data warehousing and MIS reporting• To define technical standards and approaches for new projects Show less Project SummaryThe function of Thailand Datacenter Team was to look after regular operations related to business, infrastructure & production applications. This includes payment transfer among bank partners in Thailand for American Express Bank. Other important function includes generation of customer statements & Cheques payable to American Express merchants.My responsibilities in project included:• Responsible for Internal Audit and compliance at client site in Thailand.• Documenting existing operational processes and analyse process gaps.• Business consulting and feedback evaluation.• Implementing revised processes to avoid human errors.• Providing automation consulting in Merchant Payment and related areas.• Study and Optimization of operational procedures.payments Show less Project SummaryAs a part of new portfolio win across multiple countries in Asia pacific region, I was assigned with responsibilities to setup new team & workflow in regional market. This included in transition services from among competitive vendors.My responsibilities in project included:• Representing my organization in regional business meetings.• Responsible for coordinating Service transition at client site across vendors.• Interviewing candidates, assessing application and creating new roles of eligible professionals to perform job functions.• Performing on-boarding activities for new resources• Providing induction training for new team members• Preparation of Transition plans, Transition documents and knowledge management databases.• Tracking the progress of transition across vendors• Meeting up business stakeholders and presenting operational plans.• Compilation of checklist and operational process document for team.• Meeting up with business stakeholder and presenting status updates to them• Monitoring job execution in shadow and reverse-shadow period.• Continually assessing team members for competency improvement. Show less Key Achievements• Worked on system changes to improve the production system availability from 40% to 65 %.• Reduction in the number of system incident through proactive efforts. 60% of original in specific category.• Implemented reengineering initiative worth saves 25k USD • Awarded with title ‘Beyond Excellence’ for thought process initiative. Analysis, Break fix & Testing• Analysis of the requirement, change requests & application interfaces, development of new application• Create and finalizing the test cases, change Implementation for codes in production. • Monitoring the daily flow for batch programs in financial systems• Adhering to Quality Assurance and Quality Control measures• Production support activities like problem management break fix and maintenance.• Working on problem tickets and performing root cause analysis • Handling Bridge calls for high severity incidents.• Testing and validating the performance tuning in code piece.. Show less

  • Service Delivery Leader - Asia Pacific

    Feb 2012 - Apr 2016

  • Module leader

    Jan 2010 - Jan 2012

  • Process Analyst- Audit Requirement

    Jan 2011 - Feb 2011

  • Transition Coordinator

    Nov 2010 - Nov 2010

  • Analyst Programmer

    Mar 2007 - Dec 2009
• 

  Commonwealth Bank

  Jun 2016 - Jun 2021

  Delivery Lead - Commonwealth Bank - TCS Relationship

  Delivery Management: • Engagement in Idea, Discovery ,Inception and execution phase of the project• Performing impact assessment for the upcoming changes for production systems.• Engagement with different teams to ensure Operations and Cyber security non-negotiable are met in SaaS model (Cloud Transformation)• Identifying risks, issues and blockers, address Go to Green plan for timely mitigation. • Publishing solution on a page and managing the approval cycle.• Advocating Defect free deliverable and effective change deployments in production. Planning Activities • Responsibility includes Estimations, Planning, Scheduling, Monitoring and Controlling the project • Resource forecasting, rotation planning and alignment with clientsService Transition & Change Management • Managing transition of new deployment and ensuring smooth handover to operational team.• Ensuring operational documents review life-cycle is up to date in CMDB.• Engaging operation change management via digital streams in managed service environment• Preparing Service Management plan for effective incident, problem and event management.Stakeholder Management • Working with stakeholders for backlog prioritisation on time.• Relationship management with partner and vendors for service and solution offering e.g OpenText, DellEMC, VMware, Microsoft Azure, AWS• Providing effective communication and business acumen in order to advocate for technical issues• Driving updates for stakeholder with Scrum practices, Project working group, Steering committees, focus groups Show less

• 

  Temenos

  Jul 2021 - Oct 2021

  Service Delivery Manager

  • Ensure that the Service Support and Service Delivery policies and processes are in place to meet customer needs• To own Incident, Problem, Change, and Release management along with associated Escalation processes.• To provide communication and planning in order to assure major planned changes to service are delivered• Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders• Performing post incident review in line with major incident management and bug fixes• To monitor and assess performance of the services to ensure defined SLAs and KPIs are maintained• To prepare relevant reports in line with customer and business requirements• To facilitate service and support to projects where there is an impact to service areas (specifically 24/7 Operations)• Liaise with the Account Managers for the customer, where appropriate or their notification or intervention is required.• Manage relationship with third party Vendors, where relevant to the Customer Show less

• 

  Infosys

  Dec 2021 - Sept 2023

  Senior Consultant - Project and Service Delivery

  • Spearheaded comprehensive IT service delivery, ensuring streamlined execution of projects, infrastructure support, and consulting services.• Cultivated robust client relationships, aligning service delivery with their strategic goals.• Served as the primary escalation contact, swiftly resolving service-related issues and concerns.• Led team management initiatives, promoting a cooperative and high-performance culture.• Continuously evaluated and refined service delivery methodologies to drive efficiency and innovation.• Implemented industry best practices, enhancing service quality and maximizing client satisfaction• Collaborated with the Portfolio Manager to anticipate project pipeline impacts on ongoing operations.• Strategically managed resource allocation to optimize team performance and service delivery. Show less