Nasiruddin Bakhtiyar

IT Ops & Service Delivery Manager - SD, NOC & SOC

Technology / Internet

Mumbai, Maharashtra

About Nasiruddin Bakhtiyar:

Passionate about harnessing technology to drive transformative solutions, I am a seasoned Senior Manager in Technology Consulting with over 23 years of experience. My unique value proposition lies in my ability to lead large-scale IT operations that not only improve efficiency but also create substantial business impact. I thrive on fostering innovation in dynamic environments, where I can leverage my extensive background in IT infrastructure, project management, and strategic planning to deliver results that align with organizational goals.

Throughout my career, I have navigated a diverse landscape of roles, from representing front-line technical support to strategic leadership positions in renowned organizations such as Protiviti India and ConnectWise LLP. My journey has been marked by a consistent focus on operational excellence and digital transformation. At Protiviti, I currently direct global IT transformation initiatives, tackling complex engagements and guiding cross-functional teams in optimizing IT infrastructures.

Achievements:
• Led global IT transformation, reducing downtime by 81% through automation and optimized monitoring.
• Implemented cloud infrastructure roadmaps, boosting IT efficiency by 57% and enhancing client retention.
• Streamlined IT processes, cutting operational costs by 23% while maintaining quality.
• Contributed to Neom Smart City, leading the establishment of a data center and AI cloud solutions.
• Scaled IT Service Desk team from 15 to 250 technicians to meet growing client demands.

I possess a robust toolkit of hard skills, including IT project management, digital transformation strategies, cloud infrastructure implementation, and risk mitigation. Proficient in ITIL and Lean Six Sigma methodologies, I apply process optimization and governance frameworks to drive operational excellence.

Experience

Sr. Manager – Technology Consulting (Cloud and Infrastructure Services) | Protiviti India Member Pvt Ltd, Mumbai | Aug. 2022 – Present

IT Operations	Delivered a global IT transformation initiative, achieving 81% reduction in downtime through automation and optimized monitoring tools.
Growth Initiatives	Conceptualized and implemented cloud infrastructure roadmaps for enterprise clients, increasing IT efficiency by 57% and boosting client retention rates.
Cost Optimization	Streamlined IT processes across multiple projects, resulting in a 23% reduction in operational costs without compromising quality standards.
Financial Optimization	Worked with the finance team to rework the project cost matrix and prepared the form to accurately capture all costs, contribution margins and get a clear indication of the total revenue from the project.
IT Service Desk Setup	Designed and established the client-facing IT service desk, encompassing L1, L2, and L3 support.
Team Expansion	Initiated with 15 technicians and successfully scaled to a team of 204 technicians across multiple onsite and offsite locations, aligned with client requirements.

Complex IT Engagements: Drive and manage the delivery of complex and highly visible engagements for global clients in IT Operations, Cloud, and Datacenter Service Management, ensuring SLA compliance.
IT Process Review and Optimization: Undertake projects to review IT operations processes, map current states, identify gaps, and propose recommendations for efficiency, automation, and cost reduction.
Continuous Improvement: Lead continuous improvement initiatives within teams and client projects, aligning processes with industry best practices to enhance efficiency and reduce costs.
Customer and Team Liaison: Serve as a bridge between customers and technical teams, understanding client requirements, business investments, and expected revenue and profitability.
Strategic Planning: Identify customer needs to assist in planning and executing strategic business and technology roadmaps.
Process Establishment: Establish processes to achieve business targets, improve delivery performance, and ensure profitability.
Solution Design: Analyze information system needs, evaluate end-user requirements, and custom design solutions to manage complex IT systems effectively.

Service Delivery Manager | ConnectWise LLP, Mumbai | Oct. 2008 – Jul. 2022

Growth Path: Team Lead è Team Manager

Service Transformation	Implemented a comprehensive service delivery framework that improved SLA adherence by 15% and reduced incident resolution times by 28%.
Automation-Driven Efficiency	Introduced advanced automation tools for incident management, reducing ticket volumes by 32% and achieving a 20% improvement in operational efficiency.
Revenue Optimization	Proposed and implemented a professional service model to enhance NOC efficiency, achieving a 30% increase in annual revenue.
Customer Satisfaction	Ensured consistent CSAT scores above 95% by enhancing end-to-end service processes and driving process standardization.

IT Service Operations: Managed large and complex IT service operations, including security, network infrastructure, servers, storage, and service desk management, ensuring high performance.
NOC & SOC Governance: Spearheaded the management of the Network Operations Center (NOC) and Security Operations Center (SOC), ensuring seamless operational continuity.
Incident & Problem Management: Spearheaded incident, problem, capacity, and change management processes to maintain operational efficiency and service continuity.
Critical Incident Management: Took ownership of critical incidents, coordinated with resolution parties, and established communication between stakeholders for post-incident reviews.
Team Leadership: Provided leadership for teams, developed KRAs and KPIs, and guided them to create & maintain process documentation.
Service Improvement and Automation: Worked on incident reduction activities, implemented service improvement programs, and applied automation and Six Sigma principles to optimize operations.
Governance & Compliance: Led weekly and monthly governance calls, monitored SLA compliance, and maintained high CSAT scores.
24/7 Operations Management: Managed Network and Security Operation Centers on a 24/7 basis, handling escalations, and supporting shift leads and team members.
Process Optimization: Engineered and standardized operational processes across teams, fostering consistency and efficiency. Conducted periodic process audits to identify inefficiencies and implemented improvements to enhance productivity.

Team Coach (Tier-2) – Technical Support Officer (AT&T Technical Support) | Convergys India Services Pvt Ltd, Mumbai | May 2004 – Jun. 2008

Process Optimization	Revamped support workflows, leading to a 22% improvement in first-call resolution rates and ensuring alignment with quality benchmarks.
Performance Boost	Designed a performance management framework that helped the team consistently top vendor charts, achieving a 18% increase in team productivity.
Upselling Excellence	Successfully trained team members on upselling strategies, resulting in 8% increase in additional revenue from customer interactions.

Team Leadership and Metrics: Led a team of 15–20 L1 Technical Support Engineers, achieving performance metrics such as customer satisfaction, process adherence, and up-selling targets.
Performance Audits and Feedback: Conducted quality audits, analyzed unresolved cases, and provided feedback to improve FCR, customer satisfaction, and agent productivity.
Queue Management and Statistics Analysis: Reviewed CMS statistics, managed call queues, and strategized to reduce call durations while maximizing customer satisfaction.
Client Calibration and Compliance: Participated in technical and quality calibration calls with the client, ensuring alignment with process guidelines and quality standards.
Surveys and Candidate Screening: Performed periodic surveys and audits, ensuring compliance with quality standards, and screened candidates for L1 and L2 agent roles.

Assistant Manager (F&B Dept) | Chiranika F&B Services Ltd (A part of BCMA Ltd), Mumbai, Maharashtra | Jun. 2001 – Sept. 2002