Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline

IMRAN KHAN

57,Riversdale ,Merrilands, New Plymouth,TKI

Summary

Job Objective: I enjoy problem-solving, so working on solutions to keep our digital world safe is very appealing. Moreover, I am proactive and can work independently as required. Overall, my background, Skill set, drive and interests make me a good fit for a career in cybersecurity.



Personal Summary: A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twelve or more. Having a proven ability to lead by example, consistently hit targets, improve best practices, and organize time efficiently. The constantly evolving nature of technology and threats that make this an exciting field to be in, where no day is the same. With an experience of more than a year in cybersecurity looking forward in making a significance contribution as a SOC lead (Manager) with an organization that offers a genuine opportunity of progression

Overview

15
15
years of professional experience
1
1
Language

Work History

SOC Manager (Assistant Manager)

Teleperformance
09.2022 - Current
  • Ensuring the staff are motivated, monitored and measured in line with the organization’s target and performance standards
  • Responsible for overseeing the day-to-day operations and strategic direction of a SOC along with ensuring that there is no incident and if any contain and help with RCA
  • Duties:-
  • Overseeing SOC activities
  • Managing SOC tools and activities
  • Training and managing SOC staff
  • Establishing SOC performance goals and priorities
  • Serving as POC for security incidents
  • Leading annual and by annual audits (External/Internal) from SOC perspective
  • Reporting to Senior director and CISO about SOC operations
  • Providing performance reviews to the SOC team

Assistant Manager

Genpact India Pvt.Ltd
09.2014 - 08.2022
  • Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards
  • Responsible for making sure that any gaps in performance or quality are quickly identified and addressed
  • Producing accurate reports on team performance for senior managers
  • Duties :-
  • Preparing daily workloads for staff & co-coordinating the daily allocation of work
  • Motivating the team to achieve high standards and KPI targets
  • Handling new client enquiries and acting as the face of the business
  • Dealing with and resolving problems and issues which arise and is risk to Business
  • Mentoring and training Front line managers, junior and new staff
  • Monitoring & reporting on standards & performance targets
  • Arranging & chairing weekly front line managers & team meetings, focusing on targets & achievements
  • Taking active participation in Clients Business Review
  • Implementing new initiatives
  • Involved in the recruitment of new staff
  • Praise team members and creates a positive working environment
  • Providing prompt and accurate information on individual performance.

Dell International Services, Advanced Resolution
10.2010 - 02.2014
  • Track record of delivering results with deadlines
  • Profiling the candidates as per the JD and accessing the comm
  • Skills as per the requirement of Business
  • Achievements: - Prestigious Gold Award in Sept’2019 for outstanding contribution in handling operations of 2 major Ques of business and delivering KPI’s Silver Award in March’2018 for setting up and transitioning escalation desk for the business Silver Award in the year 2017 for being the best performer of the business, Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Desktops, Laptops and peripherals
  • Duties :
  • Handling incoming incidents via the phone / e-mail promptly and effectively
  • Diagnosing and resolving a wide range of technical issues over the phone
  • Take ownership of a call and seeing it through to closure
  • Escalating calls and issues where necessary to senior managers & team leaders
  • Ensuring that all call details are captured and entered in the logging software
  • Updating support documentation
  • Resolve all Tickets or Requests to customer satisfaction and within their Service Level agreements
  • Keeping customers updated as to progress
  • Provide troubleshooting and configuration support for client desktop and networking environment
  • Achievements: - Awarded Resolution Expert of the Quarter in FY14 Q2
  • Awarded as Star of the Quarter for customer Experience
  • Awarded as Productivity Champion for outstanding performance & contribution
  • Awarded as REX Champion for valuable contribution as support.

Senior technical associate

Wipro BPO, AOL UK BROADBAND
11.2008 - 08.2010
  • To provide technical Support in terms of resolving customer queries, issues related to internet connection and router configuration such as netgear, speedtouch and Dlink
  • Achievements: - Achieved highest score in customer resolution metrics on the entire floor continuously
  • Worked as mentor for my team in order to help them to increase their respective CE scores that lead to team achieve the targets and were rewarded for that as well Also handled the team in absence of team manager.

Education

Master of Business Administration -

Master of commerce - undefined

Mahatma Gandhi kashi Vidyapeeth University

Bachelor - Commerce

Purvanchal University

Secondary - undefined

C.B.S.E Board ,kendriya vidalaya, I.C.S.E Board,St.francis School

Skills

Strong decision making and problem solving skillsundefined

Accomplishments

  • ITIL Foundation certificate holder
  • SEAL Certified (School of Effective aspiring Leaders )

Timeline

SOC Manager (Assistant Manager) - Teleperformance
09.2022 - Current
Assistant Manager - Genpact India Pvt.Ltd
09.2014 - 08.2022
- Dell International Services, Advanced Resolution
10.2010 - 02.2014
Senior technical associate - Wipro BPO, AOL UK BROADBAND
11.2008 - 08.2010
- Master of Business Administration,
Mahatma Gandhi kashi Vidyapeeth University - Master of commerce,
Purvanchal University - Bachelor, Commerce
C.B.S.E Board ,kendriya vidalaya, I.C.S.E Board,St.francis School - Secondary,

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