Francis Willson D'souza

FRANCIS D'SOUZA IT Project & Service Management Specialist Mob: - | DOB- 13th Sep 1990 :-www.linkedin.com/in/francis-d-souza-a Dubai Investment Park Phase 1, United Arab Emirates SUMMARY IT Project & IT Service Management professional with 14+ years' experience in ITSM, process transitions, and IT audits across global environments. Delivered multi-site projects (e.g., MIM offshoring, service desk centralization), optimized SLAs, and enabled cost savings. Skilled in stakeholder management, ISO/ITIL frameworks, risk control, and audit readiness. PMP (pursuing), ISO 27001 Lead Auditor, ITIL Intermediate certified. BNP Paribas India Solutions Pvt Ltd Capgemini ALISON Mumbai Jun 2018 – May 2022 Mumbai – Pune Leadership & Escalation: Managed team resources, served as an escalation for Incident & Major Incident management team, ensuring high-quality communication and service delivery. Primary accountable for managing the Incident, Problem, and Change (IPC) Management process as per ITIL standards, including generating reports, performing quality audits, and supporting 24:7 operations. • Major Incident Management: Led Major Incident Management, handling P1 and P2 incidents, coordinating communication, and restoring normal service operations quickly while minimizing business disruption. • Problem Management: Conducted root-cause analyses, trend analysis, and problem management reviews, driving process improvements and managing performance objectives across teams. • Change Management: Oversaw change management projects, ensuring stakeholder engagement, authorized change implementation, and effective coordination between teams. • • PMI May 2022– Apr 2025 • IT Service Desk Centralization & Project Delivery: Successfully led the centralization of multi-location IT Service Desk operations (Mumbai, Hyderabad, and Chennai) into a 24x7 global support hub in Chennai, with a DR setup in Mumbai. Managed complete project lifecycle—business case, stakeholder alignment, infrastructure setup (Avaya, network), recruitment, knowledge transition, and go-live—in under 5 months. Achieved >95% SLA compliance postmigration, while improving customer satisfaction and reducing operational overhead by 25%. • Major Incident Management Transition: Successfully led the end-to-end transition of the Major Incident Management (MIM) process from France to India (Mumbai), resulting in annual cost savings through resource optimization and strategic offshoring. Oversaw project planning, stakeholder alignment, and risk mitigation, including cross-functional coordination with HR, IT Security, and operations. Designed the Target Operating Model (TOM), managed resource onboarding and training, and executed a phased go-live with shadow support and post-transition monitoring. Identified and addressed key risks (e.g., tool access delays, resistance to change), ensured SLA continuity (96%+ post-migration), and conducted regular steering committee reviews to maintain governance and accountability • GRC, Audit & Compliance Oversight: Led CHAPS audit execution and supported BOE certification by coordinating with stakeholders and responding to 2LoD queries. Delivered 100% audit compliance over 3 years through IT control assessments, risk mitigation, and closure of audit findings. Strengthened governance and service stability by embedding ISO 27001/31000-aligned controls into ITSM processes. Senior Consultant PMP Certification – Pursuing Diploma in Certified Associate in Project Management PROFESSIONAL EXPERIENCE Manager CERTIFICATIONS Training & Mentoring Trained and mentored new joiners on ITIL-based Incident, Problem & Change Management processes, tools (e.g., ServiceNow), and internal escalation protocols, enabling faster onboarding and operational readiness. Developed SOPs and guided new team members through structured shadowing sessions, ISO 31000:2018 - Enterprise Risk Management Framework for Risk Leaders ALISON ISO/IEC 27001:2022 (ISMS) Lead Auditor EXEMPLAR ITIL Intermediate IT Service Operations AXELOS ITIL Foundation in IT Service Management AXELOS Six Sigma White Belt ALISON VOLUNTEER PROJECTS CSR IT Workshop Coordinator (2023) Volunteered to lead internal knowledge-sharing sessions for underprivileged students as part of BNP's CSR initiative. Coordinated sessions on basic IT literacy and cybersecurity awareness. Facilitated collaboration with NGOs and internal teams, reaching over 120 students. ITSM Process Enhancement Workshop (2024) Conducted volunteer-based workshops to upskill L1/L2 teams in ITIL practices and incident triage, improving firstcall resolution (FCR) rate by 18% post-training. Shift Leader Fidelis Corporate Solutions Jun 2017 – Jun 2018 Mumbai Based out at Client (Tech Mahindra) location. • • • • Incident Management: Led the Major Incident Management (MIM) team, handling P1 and P2 incidents, coordinating communications, and ensuring rapidresolution and minimal disruption to business operations. Team Leadership & People Management: Managed staffing, operations, and training for the MIM team, First Level Support, and Service Desk Agents, ensuring 24:7 coverage and smooth operations in a mission-critical environment. Escalation & Stakeholder Communication: Acted as the primary escalation point for IT teams, overseeing bridge calls, sending regular incident notifications,and developing improved client communication methods during major outages. End-to-End Service Management: Managed end-to-end processes for assigned projects, including planning, service delivery, client interaction, and incident resolution, while collaborating across teams to ensure adherence to incident management processes. Analyst – Incident Management Capita India Pvt Ltd Talent Maximus Pvt Ltd Jan 2011 – Feb 20214 Mumbai • • Implemented a streamlined Incident Management framework, cutting mean time to resolve (MTTR) by 25% and increasing customer satisfaction by 15% through proactive communication and RCA tracking. Successfully implemented IT controls resulting in passing regulatory audits or certifications. Developed Weblinks and knowledge base documents to enhance the effectiveness of the Service Desk. Audit Excellence: • • Achieved 100% audit compliance for 3 consecutive years with no major findings, enhancing compliance. Established structured access control using RBAC, and enhanced security flexibility by integrating ABAC for contextaware permissions based on user, resource, and environmental attributes. With industry standards. EDUCATION Bachelors of Commerce • Incident Management: Handles severe and complex incidents, taking ownership from initiation to resolution, and providing regular incident notifications and updates to stakeholders. • Technical Support and Troubleshooting: Provided online and onsite support for hardware, software, and network issues, including server OS installation, backup management, and technical troubleshooting. • System Monitoring and Maintenance: Monitored and managed network components, performed OS and software installations, ensured security updates, and maintained equipment logs and backups. • Incident and Backup Management: Handled incident tickets, managed backup configurations and rotations, and oversaw the scheduling and storage of tapes R-pac India Pvt. Ltd • Mumbai – Pune Based out at Client (Sifty Technologies Pvt Ltd) location. Executive Successful Process Implementation: Apr 2014 – May 2017 • Incident Management: Handles severe and complex incidents, taking ownership from initiation to resolution, and providing regular incident notifications and updates to stakeholders. • Communication & Leadership: Leads bridge calls, communicates effectively with all organizational levels, and maintains urgency while staying calm and customer-focused during major incidents. • Problem Management & Mentorship: Identifies and escalates recurring issues to senior management, acts as a mentor to new analysts, and provides expert advice to support staff for incident resolution. • Team Management: Manages team responsibilities in the absence of the Team Manager, including preparing rosters, scheduling tasks, and ensuring effective team operation during shifts. • Technical Skills: Proficient in Citrix Admin Console, Active Directory, and LAN account management, with experience handling escalations and coordinating with third parties for incident resolution Associate KEY ACHIEVEMENTS University of Mumbai - 2012 SKILLS Operating System: Windows family, Red Hat & Cent OS Applications: Feb 2009 – Jan 2011 Thane • IT Support and Troubleshooting: Acted as the primary contact for IT issues, providing first and second-level support for hardware, software, and network issues, and managing call logging, problem resolution, and escalation using Amdocs tools. • Service Desk Operations and Access Control: Delivered global PC and network support, handled onboarding/offboarding access requests, maintained high customer service standards, and collaborated with external vendors, with basic knowledge of Active Directory Power BI, Microsoft Office (Excel & PowerPoint) Ticketing Tool: SNOW, ITSM, SailPoint, JIRA, HI-360, Amdocs, RSA Archer Processes: • • • • • Project Management, ITGC Controls, Lod 1/2 audits assessment, Risk Assessments and Mitigation, Compliance Gap Analysis, Incident, Major Incident and Problem management Processes.