Summary
Overview
Work History
Education
Skills
Certification
Areas Of Strength
Passport Details
Personal Information
Disclaimer
Clients Supported
Software
Timeline
Generic

Ahamed Kabeer

Vice President - IT Service Management Lead
Singapore

Summary

A seasoned results-driven professional with 15+ years of demonstrated experience in IT Service Management, IT Operations and Infrastructure Management in Banking domain. Experienced in leading cross functional teams and bridging gaps to deliver world class service to clients and stake holders. Passionate about digital transformation, fostering innovation and leading change enabling teams to adopt forward-thinking solutions.

Overview

16
16
years of professional experience
2009
2009
years of post-secondary education
6
6
Certifications
2
2
Languages

Work History

Vice President - IT Service Management Lead

JP Morgan Chase Bank N.A.
01.2019 - Current
  • Acting as a production assurance lead to ensure availability of business critical applications for Commercial Bank clients and internal users.
  • Manage Major Incidents effectively there by contributing to quick incident resolution and ensuring timely communications are sent out to senior management and stake holders.
  • Conduct Root Cause Analysis for all problems and Critical Incidents to identify cause and assign remediation actions.
  • Participate in weekly Change Advisory Board meeting with other stakeholders to coordinate change implementation in accordance with schedules and fix for outstanding problems.
  • Functional escalation lead for Help desk, IT Operations and resiliency teams for service delivery matters.
  • Chair weekly service review meeting with technology and business partners to review organisational KPI and demonstrate value to stakeholders.
  • Acting as a technical liaison for Client services, Business and Business resiliency team on tech incidents.
  • Point of contact for LOB leadership to enterprise-wide tech teams for firm wide technical initiatives and critical client impacting incident management.
  • Established robust frameworks for incident, problem and change management processes.
  • Led cross-functional teams to optimize service delivery and resolve complex issues.
  • Facilitate and coordinate Disaster Recovery (DR) test for Commercial Banking and ensuring firm-wide resiliency standards.
  • Assisting in management of ransomware/malware incidents with the fraud strategy team the Cyber Security Intelligence group, providing 24X7 support for JPMC relationship teams and impacted clients.
  • Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.

Major Incident and Problem Manager

NTT Data Pte Ltd (Client: DBS Bank SG)
06.2017 - 01.2019
  • Manage incidents and Problem Management for critical Payments, Trade, Cash, Treasury, Custody applications for Institutional Banking clients.
  • Point of escalation for support staff and Management for operational issues.
  • Co-coordinator for disaster recovery testing and internal/external audits.
  • Chair weekly problem review on Problems and Remediation actions meetings. Prioritize and track remediation actions to closure.
  • Participate in weekly Change Advisory Board meeting with other stakeholders to coordinate change implementation in accordance with schedules and fix for outstanding problems.
  • Work with release and production support teams to ensure smooth go-live during major cutovers and releases.
  • Generate and review regular (daily, weekly, monthly, and quarterly) MIS Reports to help track the KPIs/ SLA attainment which includes graphs, trending, analysis and articulation with customers and other stakeholders.
  • Review and audit of incident records to ensure process requirements have been met (correct category, priority and high level of information relating to the resolution of incidents).
  • (Client: DBS Bank SG)

Incident and Production Assurance

Morgan Mckinley Pte Ltd (Client: Bank of America)
08.2016 - 06.2017
  • Responsible for End to End technical monitoring of all eCommerce Channel Technologies and Coordinate communication efforts during Incident Triage.
  • Responsible for broadcasting incident communications and system performance reports.
  • Partner with SysOps and Domain Generalists to remediate customer impacting events and restore the environment to a BAU configuration on all Severity 1, 2, and 3 incidents.
  • Partner with Change Operations and SysOps in managing the change implementation process and performing Technical Code Deployments to the environment.

Major Incident and Problem Manager

Nityo Infotech Pte Ltd (Client: IBM Singapore)
07.2013 - 08.2016
  • Responsible for managing enterprise level high severity technology incidents thereby ensuring timely resolution within agreed SLA.
  • Ensure that the goals of the Incident Management process are achieved; restore normal service as soon as possible based on customer perspective and within defined SLA; detect, log, categorize and prioritize incidents.
  • Responsible for the management and communication of High impacting incidents (SL1, 2 & 3) and other incidents with potential impact to the business.
  • Open and manage incident management bridges/conferences calls, develop actions plans and coordinate incident restoration activities by calling upon internally aligned groups where appropriate.
  • Conduct Root Cause Analysis and Post Mortems for all problems and Critical Incidents to identify cause and assign remediation actions. Ensuring resolutions are implemented using appropriate supporting control processes (Change, Release and Deployment Management).
  • Participate weekly problem review on Problems and Remediation actions meetings. Prioritize and track remediation actions to closure.
  • (Client: IBM Singapore Pte Ltd)

Incident and Problem Manager

IBM India Pvt Ltd
01.2011 - 06.2013
  • Ensure that the goals of the Incident Management process are achieved; restore normal service as soon as possible based on customer perspective and within agreed SLA.
  • Provide timely status update communications to stakeholders in accordance with process and procedures.
  • Perform Root Cause Analysis and Post Mortems for all open problems and ensure permanent fix are in place.
  • Review and audit of incident records to ensure process requirements have been met (correct category, priority and high level of information relating to the resolution of incidents).

Incident Manager

Sumeru Soft Pvt Ltd (Client: Standard Chartered)
10.2009 - 11.2010
  • First point of contact for technology teams and support staff for reporting technology incidents.
  • Organize and manage an incident bridge to facilitate a quick resolution of the incident.
  • Involve required people from concerned support groups, Business Relationship Managers and Country Technology Managers on the bridge to carry out an impact analysis and get the technical fix / workaround in the least possible time.
  • Send out timely notification to the respective stakeholders updating them about the progress of the resumption process in a timely manner.
  • (Client: Scope International Pvt Ltd)

Education

Bachelor of Science - Information Technology

Hindustan College of Engineering (Anna University, Chennai)
Chennai, India
04.2009

Skills

  • Service Desk Incident Management

  • Problem Management

  • Change Management

  • Release Management

  • Configuration Management

  • Service Level Management

  • Service Request Management

  • Banking & Financial services

  • IT Infrastructure and Managed services

  • IT Operations

Certification

ITIL V3 Foundation

Areas Of Strength

Service Desk, Incident Management, Problem Management, Change Management, Release Management, Configuration Management, Service Level Management, Service Request Management, Banking & Financial services, IT Infrastructure and Managed services, Basics of Windows, Unix, Linux, Mainframe, Database, Storage and Networks, Datacenter Operations and Batch Job processing, IT Services Monitoring Operations Center Setup, Disaster Recovery Practices, Splunk, IBM Maximo (ISM), ServiceNow, BMC Remedy, React, IBM Tivoli Service Request Management (TSRM), Microsoft Office Suite, Exposure to monitoring tools including Solarwinds, IBM Tivoli, Foglight, Netcool

Passport Details

S5498971

Personal Information

  • Date of Birth: 12/11/87
  • Nationality: Indian
  • Visa Status: Employment Pass Holder (Valid till 01/2027)

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge.

Clients Supported

  • JP Morgan and Chase Bank N.A.
  • Bank of America Merrill Lynch
  • Development Bank of Singapore
  • IBM
  • Standard Chartered Bank

Software

ServiceNow

Microsoft Office Suite

Splunk

BMC Remedy

HP Service Manager

Visio

Monitoring Tools

Timeline

Vice President - IT Service Management Lead

JP Morgan Chase Bank N.A.
01.2019 - Current

Major Incident and Problem Manager

NTT Data Pte Ltd (Client: DBS Bank SG)
06.2017 - 01.2019

Incident and Production Assurance

Morgan Mckinley Pte Ltd (Client: Bank of America)
08.2016 - 06.2017

Major Incident and Problem Manager

Nityo Infotech Pte Ltd (Client: IBM Singapore)
07.2013 - 08.2016

Incident and Problem Manager

IBM India Pvt Ltd
01.2011 - 06.2013

Incident Manager

Sumeru Soft Pvt Ltd (Client: Standard Chartered)
10.2009 - 11.2010

Bachelor of Science - Information Technology

Hindustan College of Engineering (Anna University, Chennai)

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Ahamed KabeerVice President - IT Service Management Lead