Summary
Overview
Work History
Education
Skills
Timeline
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Nayar Hasan

Wembley,Middlesex

Summary

Extensive experience in IT Service Management, Service Delivery, and Global Service Desk. Dynamic and results driven professional.


Possess excellent interpersonal communication and negotiation skills whilst building positive rapport with internal and external stakeholders and customers.

Overview

26
26
years of professional experience
2
2
years of post-secondary education

Work History

Incident, Change, Problem Manager

Tenerity
London, City of Westminster
03.2020 - Current
  • Manages high impact incidents to ensure timely resolutions, mitigating business impact effectively.
  • Organise and lead meetings with Level 2 & 3 resources, ensuring comprehensive incident management from start to finish.
  • Communicate updates clearly to business stakeholders via ServiceNow.
  • Follow up root cause analysis and problem management reviews.
  • Successfully handle severity 1 incidents, coordinating with VPs across US, Manila and UK and collaborating with SMEs for technical support.
  • Assess and approve changes to business applications and platforms, from planned to emergency, ensuring clear details and deployment schedules.

IT Service Delivery Manager (FTC)

Firstrate Exchange Services
Brentford, Middlsex
12.2017 - 06.2018
  • Support IT Delivery and Service Operations Teams.
  • Producing and presenting monthly IT availability reports.
  • Chaired morning meetings with representatives of all IT Team business units.
  • Managed timely internal and external communications on system outages, keeping all parties up to date with events.
  • Provided back up to Change Management and IT Operations Manager.

Incident Management Lead

British Airways
Heathrow Airport , Middlsex
08.2005 - 12.2017
  • Provided end to end site support for major high impact services disruption to British Airways.
  • Working to the ITIL best practices and processes on a daily basis to support IT services.
  • First Point of Contact and key link between the business and IT Operations, responsible for escalations and ensuring SLA's were met.
  • Understanding the business and the support mechanism for all areas of the business.
  • Prepared and presented Business Reviews and Punctuality reports to Head of IT and Stakeholders.
  • Working at both operation and strategic level.

Customer Service Agent (Volunteered)

British Airways
Heathrow Airport, Middlesex
06.2017 - 08.2017
  • Responsible for ensuring passengers and their luggage are safely boarded to the correct aircraft meeting conformance.
  • Welcomed passengers and provided assistance.
  • Provided reassurance to customers impacted in disruptions.
  • Improved customer satisfaction by efficiently resolving complaints and issues.


Global IT Service Desk Ops Lead

British Airways
Heathrow Airport, Middlsex
10.1998 - 08.2005
  • IT Operations Lead in 24 hr environment Global IT Support Desk.
  • Supporting internal and external customers (45,000 staff, 350 applications)
  • Ensured IT incidents assigned to correct support teams within SLA.
  • Managed, motivated and mentored shift team of 5.
  • Monitored fault trends and escalated to meet speedy resolution.

Education

BTEC - Business and Finance

Uxbridge College
Middlesex
08.1987 - 08.1989

Skills

ITIL V3 Process


Incident Management


Problem Management


Change Management


Customer Services

Timeline

Incident, Change, Problem Manager

Tenerity
03.2020 - Current

IT Service Delivery Manager (FTC)

Firstrate Exchange Services
12.2017 - 06.2018

Customer Service Agent (Volunteered)

British Airways
06.2017 - 08.2017

Incident Management Lead

British Airways
08.2005 - 12.2017

Global IT Service Desk Ops Lead

British Airways
10.1998 - 08.2005

BTEC - Business and Finance

Uxbridge College
08.1987 - 08.1989

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Nayar Hasan