Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
HCLTechRegional Service Delivery Manager South Korea & Japan
Apr. 2022 - Nov. 2024Tokyo, Japan
Al-Fatah Shopping MallsHead Of Ecommerce
Dec. 2016 - Aug. 2021Lahore, Punjab, PakistanResponsible for managing all areas of the online storefront, especially strategic planning, content optimization, and production, in collaboration with cross-functional partners. Managed the website's user experience, including site navigation and the checkout funnel. Examples of promotional campaigns and online marketing techniques include web technology, website traffic, web design, and customer support. Oversaw and executed content across several websites to guarantee online publication efficiency, correctness, and timeliness. Contributed to continual development by making recommendations and participating in problem-solving activities to foster collaboration.
TakedaService Delivery Manager
Oct. 2014 - Dec. 2015Osaka, JapanMaintained a service desk based on SLAs with a staff of 16 analysts and 16 field service engineers across five locations. In addition, oversaw a third-party vendor responsible for supporting 140 satellite sites around Japan. Through focused efforts to assess ITSM alternatives, the switch from an in-house built ticketing system to Service-Now was the outcome. Charged with building and managing a service desk to service 9,000 users nationally as part of the service transition process, following completing the Service Readiness Tests. Created operational performance reports by collecting, summarizing, and disseminating status reports.
Managed workflow by monitoring plans, events, adjusting assignments, coordinating activities, analyzing open problems and action items, and arranging team meetings as part of a service desk support model to fulfill client requests.
UD TrucksPMO
Mar. 2013 - Jun. 2014Tokyo, JapanAssisted the project manager in the implementation of Volvo Global Processes and Systems for UD Trucks in Japan. Objectives included supervising the delivery of essential projects, including localization, retraining, and information aggregation from 7 project modules, and the development of management reports that included financial and technical updates on difficulties and risks. The project received guaranteed best value, including a supplier base and the utilization of internal and external resources. Expenses and contract deviations were discovered, and critical success factors for the project were maintained and finished.
Nomura SecuritiesMarket Data Operations Manager
Aug. 2010 - Sep. 2011Tokyo, Japan
Morgan Stanley Japan via Siemens IT Solution and Services/Program Manager
Jun. 2006 - Nov. 2009Tokyo, JapanManaged a support program for Siemens IT Solution and Services as regional subcontractors in a global support contract, including SLA target achievement, resource procurement, vendor management & change management. Managed 50 IT experts, including Helpdesk, Desktop Support, Training, and Remote Computing Support to 2500+ users. Facilitated the formation of a program management best practices team to consolidate and standardize best practices across different sites.
Worked on disaster recovery projects where I spearheaded the execution of the DR/BCP plans and execution of tests and procedures.
Eli Lilly Japan/FujitsuProgram Manager
Mar. 2005 - Apr. 2006Kobe, Hyogo, Japan•As Program Manager for Japan IT Help Desk role, responsibility and achievements included:
-Single point of contact for delivery of IT Infrastructure Managed Services across a number of strategic locations in Japan
-Supported 2000+ users with a team of 12 at 3 different locations in Japan
-Service performance and quality, service account management, liaising with Eli Lilly Japan I.T. management, and coordination with the respective Fujitsu sales organizations for business development within Japan I.T. infrastructure operation
-Day-to-day service operation and management activities associated with the implementation of Fujitsu managed services in Eli Lilly Japan
-Responsible for ensuring the Fujitsu staffs employed in this account in Japan strictly adhere to the associated quality policies and standards
-Service delivery performance at or exceeding SLA commitments; Service reporting, root cause analysis and problem management
- Ensured that Service delivery resource plans are in place to take account of holidays, sickness, training and other situations that have the potential to reduce service delivery capability
-Account planning while liaising with Eli Lilly regional management and provided Service Performance Reporting
- Escalated and communicated processes with Fujitsu and Eli Lilly for all service delivery and account issues
-Liaised with the local IHV and ISV to ensure warranty support activation and proactively developed a resolution to outstanding problems
- Developed and implemented performance improvement programs in the area where the service performance was under the agreed level
Goldman Sachs JapanProject Manager
Jul. 2003 - Jun. 2004Tokyo, Japan•As Project Manager for relocation projects role, responsibility and achievements included:
-Gathered all information relating to user’s working environment such as all IT related equipment, windows and Unix workstations, market data terminals, telecommunications, and personal belongings
-Coordinated the planning and execution of critical trading environment projects with many working groups within GS as well as outside vendors to ensure a smooth relocation for the user
-Responsible for creating all documentation relating to the project to be used by working groups and vendors in Word, Excel, Visio and other GS applications
-Budget planning for gathering relocation related expenses from each group and working closely with each group to stay within the budget allocated by senior management
-Updated senior management of the progress of each project and expenses relating to that project
-Escalated any issues from working groups or vendors
Morgan StanleyHelpdesk Manager
Nov. 2000 - Mar. 2003Tokyo, JapanOutsourced to Morgan Stanley Securities Japan.
•As IT Helpdesk Manager role, responsibility and achievements included:
-Managed a team of 12 Helpdesk analysts and deputized in day-to-day Operations of a service-level oriented consolidated Helpdesk on-site program for Morgan Stanley
-Scheduled and liaised between user-base and Helpdesk operations, and assisted Program Manager in all facets of Helpdesk Call Center Operations with a staff of 32 analysts and desktop hardware engineers
-Tasked with ancillary duties such as monthly report creation, call center data management, coordinating training sessions, screening resume, interviewing new analysts/engineers, annual staff evaluations, as well as participated in weekly/monthly conference calls with counterparts globally
-Improved call center’s First Call Resolution rate by analyzing the data and arranging special training for the analysts to achieve the target of 60%; helped IT Training Center to cater new courses for in-house users to increase their IT know how
- Participated in new products user acceptance tests, training and rollout, to build a strong and friendly working environment team by organizing social events to have more understanding between the team members
- Worked with the global team to build a knowledge base for Helpdesk quick references and to speed up solution
- Worked with PC infrastructure and IT Security team to learn and implement the new IT Security policies
-Directly involved in local and global BCP tests execution and disaster recovery plans. Participated in yearly BCP test
Islamic Center JapanSymposium Manager
Jan. 2000 - Jun. 2000Organized a 3 days International Synposium" East Asia and the Muslim World" sponsored by OIC (Organization of Islamic Conference) & Islamic Center of Japan.
Intch is a Professional Networking App for the Future of WorkSee more people like Zahid on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1784039 people
18
Business owners @ Ticolabo
17
HR @ Toku (prev. WorkDAO)
15
General manager
127333 people
15
Administrative Business Partner @ Google
16
Insurance Agent / Producer
16
Executive Assistant