Rizwan Khot

As the Assistant Manager as NEC, I look after the operations of Major Incident and Service Desk Team.

Major Incident KPI

I effectively led and coordinated the resolution of numerous high-impact incidents, significantly minimising downtime and ensuring business continuity. By implementing robust incident management processes and fostering a culture of continuous improvement, I achieved the following key outcomes:

• Spearheaded the resolution of major incidents, ensuring timely and effective resolution.
• Coordinated cross-functional teams, including technical support, development, and external vendors, to expedite incident resolution.
• Established clear communication channels with stakeholders, providing regular updates on incident status and resolution efforts.
• Developed comprehensive incident reports, including root cause analysis and lessons learned, to inform senior management and clients.
• Led post-incident reviews to identify root causes and implemented corrective actions to prevent recurrence.
• Introduced continuous improvement strategies, reducing the frequency and impact of major incidents by 25%.
• Ensuring all incident management activities adhered to internal policies, industry standards, and regulatory requirements.
• Developed and maintained key performance indicators (KPIs) to track and report on the performance of the incident management process to senior management.
• Focusing on increased customer satisfaction scores by improved incident handling and communication.

Service Desk KPI

Manage the Service Desk Team to make sure that user issues are dealt with quickly and effectively, allowing users to acquire necessary information and make effective use of technological resources.

• Focusing on reducing incidents to boost Service Desk productivity through self-help resources, decreasing call volume..
• Use effective communication to identify technological needs and address customer service issues with stakeholders.
• Developed strategies to enhance end-user capacity and reduce reliance on support staff.
• Track and evaluate support calls, maintain comprehensive documentation, and report performance metrics.
• Recommend IT modifications based on user feedback and participate in planning discussions for information management projects.

Team KPI:

• Managed and mentored a team of 10 incident managers, ensuring clear roles and responsibilities, and providing ongoing training.
• Monitored team performance, providing constructive feedback, and fostering a culture of continuous improvement.

• Provided strategic and expert oversight to the on-shore/off-shore team in creating ITIL V3 business process design and documentation supporting the strategic business outsourcing transition initiative. Key member of the team responsible for driving change adoption across the organisation. Lead the organisational design and delivery of IT Services ITSM for change and release management.
• IT Process Owner accountable of process efficiency, effectiveness, governance and adherence.
• Primary change enabler responsible driving change adoption across the IT organisation.
• Reduced the number of Emergency request for change introduced into the managed environment by 20 of the total volume of changes
• Developed the annual Strategic Road-map for IT change and release management.
• Produced weekly/monthly KPIs, balanced scorecards and executive dashboard for CM RM for IT leadership team.
• Conducted quarterly Process Maturity Assessment.
• Ensured policy and process adherence working in conjunction with IT governance, regulatory standards compliance departments.
• Conducted quarterly Process Maturity Assessment.
• Provided reporting of SLAs and OLAs and baseline measurements provided continuous upkeep on baselines to ensure SLAS and OLAS are met per agreement with the business

Change KPI

• Governing and managing the entire Change Management process.
• Chairing weekly internal and client CAB meetings for change approvals.
• Reviewing failed changes and creating PIR documents for client submission.
• Evaluating regular CR activities, suggesting Standard CR templates.
• Preparing the Monthly KPI report.

Problem KPI

• Log Problem Records for MIMs and high-priority incidents; submit RCA within 5 days, coordinating with L3 teams for corrective actions.
• Conduct RCA review calls with client stakeholders for reactive Problem Records signoff and closure.
• Perform trend analysis from SNOW incident data to identify and log proactive Problem Records, ensuring closure each month.
• Maintain and periodically review the KEDB in SNOW for creation, updates, and retirement of known error articles after permanent fixes.
• Create and submit weekly, monthly, and yearly reports to CG and client stakeholders within SLA.

Incident KPI

• Independently managing Major Incidents from start to finish.
• Preparing and distributing Daily, Weekly, and Monthly reports.
• Providing information to Service Desk, Problem, Change, Project, Technical teams, Client Service Manager, and Service Director during and post-Major Incidents.
• Creating and regularly updating process documentation for audits and reference.
• Contributing to the Service Improvement programme.