Adil E.

Experience

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  Aviva Canada Inc

  Feb 2006 - Jan 2007

  Analyst – Incident Management

  •Joined Aviva with the directive to provide a professional and exceptional service and business process support to Aviva Brokers around Canada, including Aviva employees and Autograph clients world wide. •achieved outstanding numbers is first call resolution over telephone or email, with exceptional troubleshooting & analysis consensus.•Abel to work with all type of customers, insure exceptional customer satisfaction •Accurately document support cases and ensure escalation of non-completed matters (including but not limited to system errors, user requirement changes, and or unknown issues) through internal tracking systems•Track issues and problems and follow up with internal departments for updates to Heat tickets•Troubleshoot system error messages and escalate to appropriate team providing a detailed description of the issue•Liaison between broker and third party application providers (Comp Quote, Power Quote, Intelliquote, and Brovada).•Follow up with Brokers and Autograph clients when reported issues are resolved•Create Sanctioning request for new or existing users and brokers. Review and submit new ID and ID sanctioning requests•Perform Autograph Non phone duties such as Autograph policies update and device management Show less

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  Aviva Canada Inc.

  Jan 2007 - Dec 2008

  Incident Manager

  •Created all Incident Management documentation including policy, process and training material•Drive the effectiveness and efficiency of the process by monitoring critical success factor and key performance indicator targets•Ensure Incident Management information is promptly communicated to all stakeholders,Business and IT•Conduct ongoing process assessments identifying opportunities for improvement•Provide support and guidance to all support staff on ITIL processes and assist in their training and knowledge development •Guided the Service Desk with the development and implementation of escalation (functional/hierarchical) and communication procedures•Held extensive end-to-end incident management training program for the various service desks•Work closely with problem, change, release and service level management to ensure seamless integration between the processes•Conduct various day to day problem management activities including problem reviews, root cause and trend analysis as and when required•Facilitate the resolution of major incidents by coordinating a war room or bridge with the required delivery teams and management•Chair the daily production meeting with IT senior management reviewing incidents, problems, changes and other issues or concerns as appropriate Show less

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  Toronto Star Newspapers Ltd.

  Dec 2008 - Jan 2010

  Problem Manager

  •Responsible for the design, planning, implementation and ongoing support of the enterprise ITIL Problem Management process •Developed and introduced a centralized tool for Problem Management (BMC Service Desk Express)•Provide leadership to the IT team through coaching, training and mentoring•Led cross functional teams during root cause analysis meetings for the purpose of identifying and implementing corrective actions resulting in the mitigation / elimination of business risk and impact•Resolved multiple chronic problems that were viewed by the organization as known issues•Design, develop and maintain all Problem Management governance documentation •Created the enterprise Problem Management principal policies, process guide, reporting and training material, this was presented and approved by senior management.•Established relationships with third party vendors (locally and offsite.) ensuring problem management processes and procedures are integrated and aligned with internal controls.•Created the Known Error database specifying error details, workarounds and resolution timeframes •Successfully integrated the Known Error database into the existing Service Management tool accessible by all IT staff.•Monitor critical success factors and key performance indicators for process quality, effectiveness and efficiency, implementing corrective action when required•Conduct ongoing process assessments identifying opportunities for improvement that are in line with business objectives•Initiated a quarterly Service Management forum in collaboration with other Service Management peers and business representatives spurring discussion on a variety of Service Management topics including trends, areas of concern and overall improvement.•Work closely with Service Desk, Incident, Change, and Service Level Management peers ensuring clear integration between processes.•Act as the primary backup and presume Change Management duties Show less

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  Toronto Star

  Dec 2010 - Dec 2016

  Change & Release manager

  • Developed, documented and enhanced a customized change management process and centralized tool for Change Management (BMC Service Desk Express) and (Remedy Force)• streamlined the process with countless individual procedures across the enterprise with consideration to governance by introducing specific COBIT controls to ensure compliance with C-198 and PCI legislation• Review Analyze prioritize and control change requests ,identify potential risks, and evaluate and prioritize all change requests• Increased overall Change Management visibility across the organization ultimately driving a 95%+ change success rate.• Developed and introduced a full suite of Service Management reports for the Service Desk, Incident, Problem and Change and Release Management.• Increased stability, performance and data integrity of the ITSM tool by enhancing the underlying infrastructure, streamlining work flow. • Chair weekly Change Advisory Board, and conduct post implementation review. • Review key performance indicators, identify trends and problem areas, and manage continual service improvement program for ITIL lifecycles• Establish and manage the interfaces between Infrastructure Services, Business Solutions, Incident / Problem Management, Finance and Business leaders• Communicate effectively to business and IT, influence the behavior and ensure smooth cultural change & transition.• Provide process knowledge to the IT team through coaching, training and mentoring• Manage risks and resolves issues that affect release scope, schedule and quality • Negotiate, plan and manage all release activities • Measure and monitor progress to ensure application releases are delivered on time and within budget, and that they meet or exceed expectations• Manage relationships and coordinate work between different teams at different locations• Work with project management team to ensure delivery of projects within time line and requirements.• Conduct Release Readiness reviews Show less

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  LifeLabs Medical Laboratory Services

  Sept 2017 - now

  Change And Release Manager

  • Conduct ITIL Maturity assessment, Process, People and tools.• Implement a standardized process by which all changes are introduced into a production environment in a controlled and repeatable manner that ensures only authorized changes are being deployed.• defined Change Control Policy, roles & responsibilities and Procedure that are reviewed for required updates at least annually.• Manage day to day change & Release management process and host CAB meetings.• Manage the transition phase of all projects in conjunction with the project management office. • delivering a high rate of successfully deployed change while conducting post-implementation reviews for those that went not as planned or caused an adverse impact on the production environment.• Introduce, develop, implement and manage the processes and procedures for the IT Service Management areas:o Service Desk /escalationso Incident management, low and Major priorities P1, P2, P3, P4 & request fulfillment. o Problem management, reactive and proactive root cause analysiso Change & Release management, defining governance, Audit, and InfoSec requirements /implement change controls and approval process.• Project lead for ongoing development, design and implementation of ITSM tools.• Drive the design, implementation, enhancement and documentation of ITSM processes across all IT teams.• Defining and managing the service management KPI’s, metrics and reporting Leadership.• Coaching, and mentoring all IT staff to be a high performing teams through motivation, training and continuous improvement. • Ensuring the delivery of optimal results within appropriate metrics, including quality, quantity, timeliness, productivity, customer satisfaction, and budget control.• liaise across IT teams, projects, Audit, governance, Information security and compliance with regard to the service operations, service delivery and transition measures into IT processes and technical specifications. (ISACA,PCI, SOC2....) Show less