Mohammad Ashar

Experience

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  IBM

  Aug 2003 - Aug 2006

  Site Incharge/Technical Analyst

  Data Center Operations, Onsite L2 support, End User Services.

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  CMS Computers Limited (INDIA)

  Aug 2006 - Jan 2007

  Shift Manager

  • Led a team of 42 engineers (32 CMS, 10 CSC) and 4 helpdesk executives, optimizing productivity and fostering teamwork.• Spearheaded shift scheduling and backup planning, ensuring seamless operations and minimal downtime.• Analyzed daily call reports and submitted timely MIS reports, enhancing data-driven decision-making.• Managed efficient operations with periodic customer feedback, driving continuous improvement initiatives.• Acted as Technical Expert, ensuring target achievement by meeting SLAs and providing valuable insights in service review meetings.➤ Specialties: Team leadership, shift scheduling, backup planning, data analysis, MIS reporting, customer feedback, continuous improvement, technical expertise, SLA adherence, service review meetings, productivity optimization, teamwork, decision-making, resource management. Show less

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  Microland Limited

  Jan 2007 - Nov 2007

  Shift Manager Technology

  • Managed multidisciplinary team of Helpdesk, Desktop, IT Project, Server, Network & Voice Engineers, fostering collaborative and high-performing work culture.• Utilized Magnify CRM Tool to monitor call logs, assignments, and ensure timely closures, maintaining stringent SLAs.• Expedited issue resolution by escalating complex cases to Tech Specialist Team/SME, ensuring swift resolution beyond desktop support scope.• Allocated tasks based on team members' expertise, optimizing operational efficiency and productivity.• Oversaw video/voice conference call activities and coordinated with LOB tech support/SME teams for application problem resolution and upgrades, ensuring uninterrupted business operations.➤ Specialties: Helpdesk management, CRM Tool (Magnify), SLA adherence, escalation management, task allocation, collaboration, issue resolution, productivity optimization, conference call management, application support, documentation, report generation, customer service, project execution Show less

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  Standard Chartered Bank

  Dec 2007 - Mar 2021

  IT Service Delivery Management

  • Led IT Service Delivery for 34 branches in SCB-North India and acted as backup SDM for 20 branches in SCB-East India, ensuring 24/7 service delivery and overseeing a large Product Support team.• Managed IT Service Delivery for 12 branches in SCB-South2 Region, extending support to SCB-PAN India, GBS, and international branches.• Orchestrated data center design and consolidation, merging American Express (India) banking operations with Standard Chartered and enhancing core banking systems.• Designed and consolidated contact center infrastructure, ensuring regulatory compliance and interfacing with regulators on service and project delivery.• Executed IT service management functions including event, problem, change, release management, and service desk operations.• Strategically collaborated with business units, driving continuous improvement initiatives and managing technology budgets.• Recognized with multiple accolades for project delivery excellence, including GTO Shining Star and ITO awards, contributing to health initiatives and community service committees.➤ Specialties: IT Service Delivery, team management, data center design, contact center infrastructure, regulatory compliance, service management, continuous improvement, budget management, project delivery excellence, community service. Show less

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  3:33

  Feb 2022 - Dec 2023

  IT – Senior Program Manager

  • Headed PIMS Program for Omya, overseeing 180+ plants across 30+ countries, pioneering PdM and PRP initiatives.• Managed multi-million-dollar budget for Network Services, ensuring alignment with client needs.• Facilitated seamless communication among SMEs, stakeholders, and Executive Management through regular updates and Steering Committee engagements.• Directed vendor activities, monitoring deliverables, KPIs, and SLAs for optimal project performance.• Provided crucial billing support, ensuring adherence to contracts and accurate project billing.• Achieved exceptional outcomes through strategic vendor coordination and meticulous project financial oversight, enhancing client satisfaction.• Leveraged program management expertise to drive efficiency and innovation, resulting in successful project implementations and enhanced operational performance.➤ Specialties: PIMS Program, Predictive Maintenance (PdM), Plant Reconnection Program (PRP), budget management, communication facilitation, vendor management, project oversight, billing support, project coordination, efficiency, innovation, operational performance. Show less

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  Freelance

  Jan 2024 - now

  Entrepreneur
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  Wardwizard Innovations & Mobility Ltd

  Sept 2024 - now

  Associate Vice President - IT