Bakhshi Muhammad Tehseen has over 8 years of experience in IT service management roles including incident management, problem management, and service operation. He currently works as a Service Manager for Dell International Services, where his primary responsibility is problem management. Prior roles include Incident Manager at NIIT Technologies and Problem Manager at Wipro Infotech. He is ITIL v3 certified and has experience working with various clients such as American Express, Caesars Entertainment, Honeywell, and Yahoo.

1. Bakhshi Muhammad Tehseen
tehseen_bakhshi@yahoo.co.in; +919999451635 (M).
EXPERIENCE PROFILE
Total experience of over 88 months with experience of working in incident management, problem
management and service operation profile.
Dell International Services Service Manager Nov’15 till present
NIIT Technologies Incident Manager Nov’13 till Nov’15
Wipro Infotech. Problem Manager May’09 till Nov’13
HCL Technologies Technical Support Officer Jul’06 – Jan’07
CERTIFICATIONS
ITIL v3 Certified
EXPERIENCE DETAILS
PROJECT PROFILE
Service Manager (team size: 11, Client: AmEx Global Business Travel. Organization: Dell International
Services)
PROJECT DESCRIPTION AND RESPONSIBILITIES
I work as a Service Manager for Dell International Services with Problem Management as my primary
responsibility or area of expertise.
KEY RESPONSIBILITIES AS PROBLEM MANAGER
- Schedule and host post incident reviews for each Critical Priority incident.
- Work with resolver groups to ensure availability of resources for successful post incident reviews.
- Participate and host problem management meetings and reviews.
- Identify problem investigation, assignment issues and work as the initial point for day-to-day
problem management issues.
- Analysing incidents (especially Critical Incidents) and closed problems to identify and act upon
trends tracking open problem records and identifying any problem that requires increased focus to
meet agreed target levels.
- Implement a mechanism to record Known Errors within the account and the associated
workarounds
- Engage support groups to schedule resources/actions, co-ordinate the investigation of Known Errors
- Identifying incidents with a greater degree of impact to the business and initiating and undertaking
service improvement programs.
- Maintain problem management reports.
- Host weekly problem management review meetings with the customer.
- Develop problem management procedures and amend existing processes, when required.
- Create awareness campaign amongst IT staff about problem management.
- Drive effectiveness and efficiency of the problem management process. Work closely with the
customer, IT executives and IT platform managers.
KEY RESPONSIBILITIES AS CHANGE MANAGER
- Ensure end to end compliance of the change management process with its implementation for the
account.
- Facilitate and chair CAB meetings
- Review all changes and approve or reject them based on their adherence to documented change
management process requirements and standards.
- Monitor daily change management operations, including publication.
- Develop and deliver change metrics
- Monitor and Measure performance against Key Performance Indicators (KPIs), initiate appropriate
actions to achieve them.
- Maintain library of change management policy and procedures documentation
- Send regular and timely correspondence via change bulletin etc. to resolver groups ensuring each
resolver group is aware of change policies and its change, if any.
- Ensuring new resolver group team members attend change management process training sessions.
- Conduct regular audits of the change management process to ensure efficiency and effectiveness
of the process.

2. Bakhshi Muhammad Tehseen
tehseen_bakhshi@yahoo.co.in; +919999451635 (M).
- Raise and track change management related issues and conflicts, and escalate conflicts to
appropriate level, where required, to achieve solutions.
KEY RESPONSIBILITIES AS PROBLEM MANAGER
- Ensure the participation of the service management team by joining all critical priority incidents
(during weekdays distributed within the team, during weekends when on call for service
management).
- Ensure the bridge is following a linear approach towards driving the resolution of any critical
incident.
- Escalate within resolver groups engage the right level of resources to facilitate critical incident
recovery efforts.
- Publish regular aging incidents report.
- Ensure resolver groups handle incidents assigned to their work groups within the SLA.
- Host meetings with resolver groups on a weekly basis to ensure aging incidents are handled (this
was my secondary responsibility when the primary was not available)
- Ensure training of resolver group team members on the Service Now ITSM tool.
- Work closely with the development team during testing of the tool to help in bug fix.
PROJECT PROFILE
Incident Manager (team size: 10, Client: Caesars Entertainment Ltd. Organization: NIIT Technologies)
PROJECT DESCRIPTION AND RESPONSIBILITIES
I worked with NIIT Technologies as an Incident Manager for the account Caesars Entertainment Ltd. In a
team of ten members where roles and responsibilities were divided. My secondary role was that of a
supervisor of a service desk team of 25 members.
KEY RESPONSIBILITIES
- Manage incidents effectively throughout its life cycle as per ITIL v3 standard.
- Hosting teleconferences both with technical teams and with business. Technical bridges helped in
driving the incident and ensuring technical teams work on incidents meeting SLA. Customer bridges
ensured effective communication to the business.
- Ensuring the delivery of communication during each priority 1 incident to the target audience
- Ensure processes and procedures are followed throughout the lifecycle of each incident.
- Consistently drive service improvement opportunities.
- Maintain accurate reports on incident tickets which help in analysis towards service improvement.
- Worked towards maturing the major incidents process.
PROJECT PROFILE
HITS Business Recovery Manager (team size: 10), Client: Honeywell International, Organization – Wipro
InfoTech
PROJECT DESCRIPTION AND RESPONSIBILITIES
I worked with Honeywell as Global Business Recovery Manger for Honeywell. Primary role as a Business
Recovery Manager involved handling priority 1 incidents and working towards the resolution by
organizing and hosting teleconferences with vendors and support teams towards the recovery of
business within predefined SLAs.
KEY RESPONSIBILITIES
- Set up the problem management process for Honeywell Asia Pacific
- Responsible for consistent end-to-end application of the problem management process for
Honeywell.
- Review the initial classification (includes priority) and categorization of the problem records.
- Delivered trainings in the problem management discipline to resolver groups for process execution.
- Ensure that the delivery towers followed the guidelines of the problem management process.
- Identifies areas within the delivery tower that require focus, ex. Priority 1 incident management.
- Analysed incident trends to identify a structured approach for preparing service improvement
plans.

3. Bakhshi Muhammad Tehseen
tehseen_bakhshi@yahoo.co.in; +919999451635 (M).
- Built an ITSM compliant problem management process knowledge for resolver group for Honeywell
APAC.
- Developed a thorough understanding of tool capabilities and limitations while ensuring that tool
satisfies ITSM process requirements. Remedy 7.2 was the tool ITSM tool used.
- Ensured timely follow up on complex root cause analysis cases
- Prepared and delivered high quality RCA documents using standard templates.
- Reviewed and assigned problem records to appropriate work groups for ownership of root cause
analysis.
- Track the progress of problem records to ensure they are actively moving through the problem
management process.
- Validate root cause analysis reports and approve of reject based on the quality and accuracy of the
root cause analysis report.
- Ensured the KE database and knowledge base are updated on problem records and solutions are
documented for every problem record.
- If required, work with the Change Management team and the delivery teams for raising an RFC for
problem resolution.
- Generate and present defined reports related to problem management on a weekly, monthly and
ad-hoc basis.
- Deliver presentation chairing the problem management monthly review calls.
- Work closely with delivery units for problem prevention activities.
PROJECT PROFILE
Technical Support Officer, Client: SBC Yahoo, Organization: HCL Technologies, BPO Division
PROJECT DESCRIPTION AND RESPONSIBILITIES
I was hired by HCL Technologies as a Technical Support Officer for providing internet as well as desktop
support to end users. The key responsibilities included - troubleshooting at various levels for the
devices mainly modems and routers supplied by AT&T to its clients; resolution of software issues –
email clients, internet issues; SLA achievement for 100% cases
EDUCATIONAL QUALIFICATION
Master of Sciences in Information Technology HNB Garhwal University, Aug 2006, 70%
Bachelors in Information Technology IGNOU, Dec 2003, 62%
PERSONAL DETAILS
Present Address 324, Second Floor, Pocket F, Sarita Vihar, New Delhi – 110076
Permanent Address Patli Pora, Balla, Chattabal, Srinagar, J & K - 190010
Date of Birth 4th Oct. 1980