Zuber Ahamad

Experience

• 

  IBM

  Mar 2004 - now

  - Responsible for contractual Cloud Service Delivery Management- Managing IAAS,PAAS and Hybrid Cloud environments and acting as single point for contact for my health care customer- Functionally manage a team of resources supporting infrastructure services such as Citrix, Wintel, Softlayer, VCE and VMware- Ensure that teams KPIs are monitored, actions are taken, evaluated accordingly and delegated properly.- Oversee the prompt completion of breached SLA tickets and track trouble ticket resolution metrics against SLAs.- Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.- Work with Various Tech & IT team to analyse day to day reported issues & project how we can reduce problems & increase productivity.- Point of contact for the customer for any escalations, updates and information- Review SOW, cost case & scope of support documents annually- Responsible for the labour claiming validation for the account.- Responsible for the compliance posture for the account- Develop technical talent and leadership in the team.- Involved in Business related projects like, Hardware Migration, Software Up gradation, Disaster Recovery Plans.Identified Vulnerabilities in agreed Services (potential risky SLA’s) and avoided re occurrence.Review Account Documents of Understanding, Service Catalogue, Service Level Agreements, Statements of Works. Show less Responsible for all IBM program management in support of the Implementation of service delivery for a muti million dollar account with a head count support of 350+ in India.. - Responsible for contractual Cloud Service Delivery Management- Managing IAAS,PAAS and Hybrid Cloud environments and acting as single point for contact for my Fortune 500 Insurance customer- Proactive self-starter with a strong sense of accountability and commitment to excellence, capable of initiating new projects and responding effectively to team & client requests.- Excellent collaborator with the ability to build confidence and develop relationship with clients. Helped developing many automation tools and technical remediation solutions.- Identify and implement improvements to the Service Desk incident logging system (BMC Remedy) in order to provide a more effective and efficient service to customers.- Contribute to the success of the business and assist in improving the overall customers experience within the team.- Develop strategic plans and implement the objectives of the information technology needs of the company to ensure the computer capabilities are responsive to the needs of the company's growth and objectives.- Develop and establish operating policies, ITIL practices, internal controls and best practice approaches for computing and information technology systems / services. Show less Responsible to work with the PE and delivery organization as a primary point of contact for client needs, requirements and expectations with regard to assigned IBM delivery team operations and provides account leadership to the service delivery team to develop program and business strategies, implementing resulting solutions to meet contract deliverables while managing cost, schedule, and service deliverables as they relate to the delivery organization.•Liaising with client/ senior management and establishing strong relationships with the same.•Functioning as the overall Delivery Executive for all the new and existing complex Projects.•Acted as SPOC for all technical and process related escalations.•Effectively managed customer and stakeholder relationship.•Support customer on Messaging applications and OS (AIX,Linux), team provides Operational support and execute Project activities for these customers.•Support over 1500 AIX, Linux, 500 Domino instances includes upgrades, maintenance, performance tuning, patching, troubleshooting, defect Prevention, etc•Manage entire end to end messaging infrastructure of multiple customers.•Perform trend analysis & remediation based on proactive problem management.•Enhance services by applying various quality methods like Pareto Analysis and FMEA, etc•Identify new/ramp up business opportunity via showcasing skills & capabilities.•SLA, Complaints & Escalation management by systematic use of people & process. Show less

  • Delivery Partner Executive

    Dec 2013 - now

  • Delivery Project Executive - Hybrid Cloud Service Delivery Management

    Jan 2011 - Nov 2013

  • Client Support Manager

    Feb 2010 - Feb 2011

  • Wintel System Administrator - SME

    Apr 2007 - Apr 2010

  • Asst Manager Workflow and Transformation

    Feb 2006 - Mar 2008

  • Customer Support Engineer

    Mar 2004 - Feb 2006