Sabat Nabeen Khaan

 Sabat Nabeen Khan Chowdhary Bagh, Rainawari, Srinagar, J&K- 190001 Ph:- @:- Professional Snapshot: Effective problem solver with 12 years of overall expertise and strong background in managing and resolving customer escalations, ensuring high levels of client satisfaction. Skilled at developing and implementing processes to streamline operations and reduce response times, minimizing errors, and enhancing team efficiency. Consistently delivering results-driven performance and solid work ethic with focus on completing tasks quickly and accurately including planning, supervision, coordination and leading in Apigee, GCP(Google Cloud Platform), Banking, Finance and Taxation, Automobile and Telecom Domains with Google, Infosys, HCL Tech, IBM India Pvt Ltd and Tata Consultancy Services. Objective: To be involved in work where I can utilize skills and creatively involve with system that effectively contributes both to the growth of organization as well as personal goals. Work Experience: Escalation Manager at Google since March' 22. Senior Process Associate with Tata Consultancy Services(TCS), Bangalore. July’17-March’20 Senior Analyst with HCL Technologies Ltd, Bangalore. May’15-April’17 Technical Support Associate – IBM India Pvt Ltd, EGL, Bangalore. June’13-Sept’14 Network Engineer(Telecom) Part Time at FOSH E&C under Reliance Telecom, J&K IT Faculty, Eagle Public High School, J&K. 2.5 yrs Areas of Expertise: 10+ years of relevant expertise in Information Technology with related to ITIL(Information Technology Infrastructure library) operations such as (Incident Management, Service Desk, Requests) in IT, Banking, Taxation and Automobile Domain (Google, Deutsche Bank, Ernst and Young, HONDA) including Server and Database Management (Grimis Mis and LDAP) responsible for tracking and troubleshooting Upstream/Downstream flow of books by performing RCA and using multiple Flash Types. Weekly and Monthly Team hurdles and conference calls with SDMs. Involved in overseeing/ensuring customer service expectations and escalations for all the projects. Upgradation of process and its knowledge transfer. Team Management: Motivating and interacting with teams managed. Maintaining SLA and OLA. Roles and Key Responsibilities: Infosys: Project -- Google. Escalation Manager since March'22. Managing and resolving complex customer issues that surpass initial levels of support. Clearly understand customer business challenges and use cases. Build and nurture collaborative relationships with internal teams, including Product, Engineering, and Solution Architects. Prioritizing and stimulating escalations with Product development teams (TSEs) / Engineering and Account teams. Overseeing customer service escalations and ensuring customer expectations are met throughout the escalation process. Conduct meetings to address escalated issues with customers and operational reporting to measure team metrics of success. Participate in resource planning, resourcing allocation and capacity planning. Engage with external vendors to resolve issues beyond internal capabilities. Develop strategies for knowledge management, practice growth and team enablement, aligned with the broader Solution Delivery goals. Continuous review and improvement of methodology and delivery best practices- encouraging innovation in technology and process. Create a high-performance culture through ongoing coaching, feedback, and career development initiatives. Tata Consultancy Services(TCS): Project – Ernst and Young (EY) Senior Process Associate: Global Service Desk, Service Request Management, Handling Incidents, achieving KPI. Transition Coordinator where I played active role during knowledge transfer and process transition where we got the project from EY to TCS. Managing and maintaining web based Financial and Taxation Service application- Client Portal(EY) CSI: Continual Service Improvement Shift Handling, ensuring smooth SHO, Escalation handling, Email handling, conducting training and knowledge transfer for new hires, etc. Coordinate and execute end-to-end process management tasks. Responsible for ownership and closure of incident. Collaborate with cross-functional teams to implement process enhancements. Continuous review and improvement of methodology and delivery best practices- encouraging innovation in technology and process. Delivering projects to a high standard using Service Management standards, quality and risk plans and effective forecasting, planning and reporting processes. HCL Technologies Ltd: Project – DEUTSCHE BANK Senior Analyst: Acting Process Specialist, performing Audit and sharing feedback, sharing daily report to team and management for Queue Management. Global Service Desk, Service Request Management, Handling Incidents, achieving KPI. ITSM Application Support of +900 Applications with related to ITIL operations such as (Incident Management, Service Desk, Requests) in Banking Sector. Led process improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce costs. Created and revised procedures, checklists and job aids that resulted in process consistency and reduced error disputes. Six Sigma process improvement projects. Problem resolution Root Cause Analysis including Server Management with Grimis Mis. Database Management for Paragon using SQL/Toad to run queries to extract reports and troubleshooting Paragon Database issues. Created training manuals, trained and provided technical support/feedback/coaching for a group of 20 plus temporary employees for a six month period during a surge in business. IBM India Pvt Ltd: Project – HONDA Technical Support Associate: Worked as IT Coordinator for multiple AG Accounts in IBM India Pvt Ltd. Transition Coordinator where I played active role during knowledge transfer where we got project (HONDA) from US to India. Develop the plan for project and working with the staff. Leading Change activities including Server, Database and Active Directory(LDAP) Management. Involving Deskside Teams. Responsible for documentation and completion of work. Directing Incidents to the appropriate Resolver Teams. GNIIT 2011 Certified. Incident Management, Change Management, Server and Database Management, Risk and Quality Management. Worked Part Time with FOSH E&C Pvt Ltd as Network Engineer responsible for Setup, Installation, Integration, Testing and Deployment for the Small Cell Project under Reliance Info. Project included integration and management of Small Cell sites with the Base Mobile Towers through TSSR, RFID, NBSO, ATP 11A, ATP 11B, SCFT. Tools: Apigee, GCP (Google Cloud Support), SalesForce Vector, SalesForce Legacy, Citrix, ServiceNow, Lotus Notes, EY Client Portal, Grimis Mis, BMC Remedy, DB Unity, DB Symphony, Impact, Heat, Concur, Outlook, ILC, Knowlagent, UQ(Genesys), Active Directory, LDAP, Siteforge, SQL Server, Paragon, Toad. IT Faculty: Basics, Operating Systems, LOGO, DOS, HTML, XML,.NET. Technical: Languages HTML, XML,C,C++,JAVA: Core, Advanced JAVA, .NET: VB.NET ASP.NET, SQL Applications Apigee, GCP (Google Cloud Support), SalesForce Vector, SalesForce Legacy, Citrix, ServiceNow, EY Client Portal, Impact, Remedy, Heat, Client Server, Lotus Notes, DB Unity, DB Symphony, Operating Systems Windows, Unix, Linux Database Systems SQL Server, MySQL, Toad Ticketing and Monitoring UQ(Genesys), Avaya CMS, Cisco. 3 Month certificate in Financial Accounting Education Qualifications: 2008-11 GNIIT ( 3yrs Software Engineering), NIIT Scored 70% on an Average 2008-11 B.Sc(I.T). Kuvempu University (Distance) Scored 61% on an Average 2005-06 J&K BOSE 12th Board Exam Scored 52% on an Average- J&K BOSE 10th Board Exam Scored 80%. Burn Hall School Certifications and Trainings: Cybersecurity for Digital IBMers 2014----- IBM Global Delivery Framework (GDF)---- IBM LEAN Framework---- IBM Quality and Compliance---- IBM 3 Month certificate in Financial Accounting.