Zartab Miya
@zartabmiya
I am an experienced Service Delivery Manager optimizing IT operations and contact center performance.
IndiaWhat I'm looking for
I am a techno-functional IT leader with more than 20 years' experience in service delivery, contact center implementation, SAP delivery, application support, and operations management.
I have led large 24/7 managed-service teams—up to 150 FTEs—delivering sustained SLAs, including 99.8% SLA and zero attrition for three years. I have run monitoring, patch and ITSM initiatives to reduce incidents and improve uptime.
I have been recognized with team and performance awards and have driven SAP and contact-center projects that improved customer satisfaction and operational metrics. I seek to lead service delivery and operations where I can optimize processes, mentor teams and deliver consistent, high-quality support.
Experience
Work history, roles, and key accomplishments
Senior Manager - IT Operations
Norwin Technologies India Pvt Ltd
Apr 2021 - Present (4 years 5 months)
Manage end-to-end IT managed services (150 FTEs) across Chennai and Bengaluru, overseeing Service Desk, NOC, DevOps and server administration to ensure SLA compliance and high customer satisfaction.
Senior Manager - IT & Services
KH Exports India Pvt Ltd
Oct 2015 - Apr 2021 (5 years 6 months)
Led IT infrastructure and SAP MM implementation, managed a 45 FTE team and implemented disaster recovery and audit processes to maintain maximum uptime and improve system reliability.
IT Service Desk Trainer
Sidra Medical and Research Center
Nov 2014 - Apr 2015 (5 months)
Trained and transitioned L1 activities to the service desk, implemented quality audits and workforce planning, and delivered regular dashboards to improve service metrics during the transition.
ITIL Process Manager
Technosoft Global Services Pvt Ltd
Mar 2011 - Nov 2013 (2 years 8 months)
Spearheaded 24x7 Tier-2 operations, chaired major incident responses for banking clients and consolidated configuration data from 8 inventory systems into a CMDB to improve recovery and accuracy.
IT Analyst
Tata Consultancy Services Pvt Ltd
Dec 2008 - Mar 2011 (2 years 3 months)
Coordinated global support for critical incidents, chaired bridge calls and ensured SLA notifications and incident timeline reporting, contributing to process improvements and higher client satisfaction.
Incident Manager
Convergys Information Management Pvt Services Ltd
Oct 2007 - Jul 2008 (9 months)
Managed Sev-1 calls and a team of 20 monitoring engineers, ensured timely acknowledgement of global events and produced daily/weekly/monthly trend reports for senior management.
Team Manager
Convergys India Services Pvt Ltd
Aug 2003 - Sep 2007 (4 years 1 month)
Led a team of 20+ technical support officers to improve customer satisfaction through process improvements, training and performance monitoring, increasing service quality and productivity.
Education
Degrees, certifications, and relevant coursework
The New College, Chennai
Master of Computer Applications, Computer Applications
Master of Computer Applications from The New College, Chennai, completed in 2002.
The New College, Chennai
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration from The New College, Chennai, completed in 1999.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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