Basmah Irfan Ahmed

Client : Broken Hill Proprietary (BHP)

Role: Release & Test Manager:

• Driven activities and tasks to develop strategies for release and test management.
• Managed release schedules effectively, ensuring timely delivery of critical projects with tight deadlines.
• Enhanced communication between IT teams for smooth releases, minimizing downtime and disruptions by additional 20%.
• Enhanced test efficiency by implementing automated testing processes and tools for ~50% of test cases.
• Reduced defects in production by 25% with thorough regression testing and identification of root causes.
• Improved project delivery timelines by efficiently managing testing resources and schedules.
• Ensured compliance with relevant industry standards by adhering to strict quality assurance guidelines throughout all stages of software development.
• Identified areas for process improvement within the testing lifecycle, leading to quicker deployment of releases.
• Mentored junior team members in release management best practices and conducted design thinking workshops. Fostering a culture of continuous learning and professional growth within the organization.
• Chaired daily project meetings using Agile methodologies and Scrum formats.

Role: IT Service Management Lead

• Service Management Lead responsible for defining, tracking the SLA and KPIs and communicating to the client service owners.
• Accountable for analyzing bridging any gaps in non-compliance of the performance metrics which resulted in improving the incident resolution times by 30% and customer satisfaction by 70%
• Plan, monitor and track all service improvements and report them monthly.
• Automated Access requests and streamlined their workflow using ServiceNow resulting in 75% of all service requests to be fulfilled automatically.

Role: Change Manager:

• Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
• Partnered with business teams to understand needs and mitigate potential problems.
• Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
• Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
• Leveraged data-driven insights to guide decision-making processes around proposed changes.

Role: Incident & Problem Manager:

• Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
• Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
• Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
• Championed the adoption of new incident management technologies, successfully implementing solutions that improved overall system resilience.
• Oversaw post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.
• Maintained accurate records of all problems within the organization''s IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
• Developed and maintained a knowledge base of known issues, contributing to quicker diagnosis and resolution of reported problems.
• Acted as an escalation point for unresolved incidents, ensuring timely intervention and resolution of critical issues.
• Implemented process automation tools to minimize manual intervention in the problem management lifecycle, increasing efficiency and accuracy.

Client: Renault Nissan

Client: SuperValu