Shoaib Mohammed

IT Process Manager

• Job Details:Optimized ITIL-based processes, improving service efficiency by 25% through automation and governance enhancements. Implemented servicedesk performance metrics, achieving a 95% first-call resolution rate and increasing customer satisfaction scores by 20%. Streamlined incident logging and categorization processes, reducing ticket handling time by 25%. Led the integration of servicedesk functions with ITSM processes, ensuring seamless coordination and faster resolution of major incidents. Led change management, reducing unauthorized changes by 20% and increasing CAB decision efficiency by 15%. Established ITSM governance, ensuring 100% compliance with regulatory and organizational policies. Authored governance documentation, streamlining policies, workflows, and role definitions, cutting process inconsistencies by 30%. Developed ServiceNow KPIs and dashboards, improving SLA adherence and visibility across ITSM functions. Automated ServiceNow workflows, cutting approval times by 40% and enhancing change communication. Trained 150+ employees on ITIL best practices, increasing process adoption and reducing process deviations. Managed end to end change management process and procedures including chairing CAB.

Senior Manager - Projects

• Job Details:Facilitated agile ceremonies (stand-ups, sprint planning, retrospectives, and demos), leading to a 25% increase in sprint velocity and improved team engagement. Proactively identified and removed blockers, coaching squads into self-organizing teams and achieving a 30% reduction in delivery delays. Fostered strong collaboration between product owners, engineers, QA, and designers, improving alignment and delivery quality. Managed large-scale global IT infrastructure team. Led the ServiceNow implementation for different ITSM modules (incident, problem, change, request, release, demand, configuration and knowledge management). Reduced customer complaints by 70% and increased net promoter score by 20 points. Awarded best track lead (Nov 2022, Feb 2023) for ITSM excellence.

Senior Consultant (ITSM)

• Job Details:Managed delivery of ITSM projects, including servicedesk, change management, release management, problem management, and incident management. Reduced problem backlog and incidents by 55% through FMEA and RCA on internal modules. FCRR improved by 28% by enhancing technician training, knowledge base, and ticket management processes. Successfully managed a 76-hour critical incident, maintaining a stable IT infrastructure and improving major incident metrics. Managed end to end change management process and procedures including chairing CAB. Developing and maintaining release plans, including timelines, resource allocation, and dependencies between software components and infrastructure.