Yasir Tahir

Experience

• 

  Fidelity Investments

  Sept 2002 - Aug 2003

  IT Intern
• 

  Fidelity International

  Sept 2004 - Jun 2006

  Graduate Trainee

  • Administered and developed enhancements to the Fidelity International websites using Interwoven TeamSite.• Provided consultation/support on operational requirements (support model, criticality and availability). • Developed and implemented a new Quality Assurance process and tools aligned to in-house project methodology and agile techniques (‘Quality Gates’ templates).

• 

  Fidelity International

  Sept 2006 - Jul 2008

  Service Management Analyst

  • Accountable for supporting HR, Finance and Internal Communication business areas, with regular reports to senior directors on service status and any issues requiring escalation, working closely with other IT teams.• Supported the rollout of HP Service Desk tool across the UK business.• Created Service Level Requirement, Service Level Agreement, Operational Level Agreement and Service Catalogue documents customised to the organisation.

• 

  GE Capital

  Jul 2008 - Dec 2016

  Leading a Service Management team delivering ITIL Change, Incident, Problem, Asset management processes, including an offshore IT Helpdesk team supporting 600 users across 2 UK sites and 1 offshore location.• Managing process and controls across the IT department relating to Service, Incident, Problem, Asset & Change Mgt. ITIL disciplines. Supported and trained the IT department on associated processes and tools.• IT Control owner responsible for ensuring processes adhere to relevant Sarbanes-Oxley audit requirements alongside GE Internal Audit needs.• Acting as single point of contact for business-wide communications on IT changes and service announcements.• Identifying and leading Service Improvement plans through regular meetings with business stakeholders.• Successfully managed the implementation of the ‘ServiceNow’ toolset within the business within tight timelines, including all process data configuration and user launch communications. As a result was able to simplify a number of processes and retire 5 legacy tools. • VIP support lead for CEO & directors – ensuring appropriate support availability for IT issues/requirements. Show less Broad role in a small Service Management team encompassing several ITIL disciplines:Problem Management• Leading Problem Management process including process definition, KPI’s & reporting, evidencing and presenting on the process for internal and external auditors, chairing Root Cause Analysis reviews and proactive problem identification through trend analysis. • Reduced recurrence of closed problems by 50% from 2013 to 2014.Incident Management• Managing the resolution of major incidents within agreed SLA’s during office hours and on-call Incident Manager 24*7 on a rota basis. Includes incident notification/updates to key stakeholders, coordinating technical support resources through to resolution and initiating the root cause analysis process.• Reduction of business critical/severity 1 incident downtime by 30% 2012-2013 and 35% 2013 – 2014.Configuration Management • Implemented a Service Catalogue linking applications to IT Assets, the first time this had been achieved in GE Money Home Lending. This has since helped to meet several IT audit requirements and formed the basis for ongoing work to define the CMDB. Show less

  • IT Service Manager

    Apr 2015 - Dec 2016

  • Service Analyst

    Jul 2008 - Apr 2015
• 

  PwC

  Jan 2017 - now

  Service Manager