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Najmul Hasan

@najmulhasan1

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I lead global IT support operations, capacity planning, and SLA-driven service delivery.

India

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What I'm looking for

I'm looking to lead IT support or service delivery operations where I can improve capacity planning, SLA performance, incident management, reporting, and team capability across global support environments.

I've led IT service delivery and field operations at CompuCom CSI Inc, managing a 65+ member support organization across APAC and EMEA. I forecast demand, plan capacity, manage shifts and workloads, and keep teams aligned to SLA, CSAT, and productivity targets.

I turn operational data into action through MBR, QBR, YBR, and productivity reporting for clients and senior stakeholders. I also reduced manual reporting cycle time by 20% using Twilio, SharePoint, and Power BI dashboards, saving $15K annually.

Earlier, I administered large-scale Automic UC4 and Autosys scheduling environments, led Sev1/Sev2 RCA and outage response, and managed major incidents across technical teams and vendors. I'm PMP-, ITIL-, and Lean Six Sigma Black Belt-certified, with a practical focus on stronger processes, reliable service, and capable support teams.

Experience

Work history, roles, and key accomplishments

Operations Manager, IT Service Delivery & Field Operations

CompuCom CSI Inc

Aug 2022 - Jan 2026 (3 years 5 months)

Led a 65+ member IT support and operations organization across APAC and EMEA, managing capacity, rostering, and SLA/KPI performance. Drove CSAT and productivity improvements, presented MBR/QBR/YBR reports, and embedded automation to cut reporting time by 20%.