Has Sekander
Brampton,ON
Summary
Dynamic IT Operations Leader with over eight years of experience across finance, retail, and energy sectors. Expertise in IT Service Management (ITSM) with a focus on incident, problem, and change management, driving service delivery transformation and operational efficiency. Proven ability to lead global teams, enhance business resilience, and implement innovative solutions while ensuring compliance with regulatory standards.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT OPERATIONS LEAD
Interac
01.2024 - Current
- Lead the design and development of operational support models for both existing and new payment services, overseeing the operations and support for Interac's commercial and corporate products, systems, and processes
- Ensure all solutions are innovative and rigorously aligned with stringent regulatory standards, meeting oversight requirements from the Bank of Canada
- Spearheaded the operational readiness of multiple payment system projects, ensuring ITSM project deliverables were precisely met with 100% adherence to the pilot launch date
- Led the design and mapping of complex payment system processes and service flows, enhancing the overall infrastructure and workflow to streamline payment processes and support commercial product launches
- Built comprehensive system process maps, reducing onboarding time for new team members by 30% and improving overall workflow clarity
- Implemented innovative solutions to enhance data automation of all reporting deliverables through designing a data ETL pipeline, reducing more than 50% of lead time in compiling reports and saving more than $100,000 in operating costs
- Led SteerCo meetings by developing service analysis reports, including risk reports, to facilitate informed decision-making processes in operations increasing reporting efficiency by 50%
- Collaborated cross-functionally to gather data, analyze trends, and implement standardized reporting frameworks, ensuring compliance with regulated government bodies for oversight and strategic forecasting
SENIOR IT OPERATIONS ANALYST
Interac
01.2021 - 01.2024
- Oversaw the system availability of Interac's corporate and commercial financial payment systems, focusing on stability and efficiency enhancements within operations utilizing ITIL best practices with a focus on incidents, problems, and changes
- Led and rebuilt the Enterprise Incident Management team, improving incident response performance by 30% through proactive leadership and strategic training of all Interac Corporate and Commercial services
- Managed the Operational Uplift Program, resulting in a 30% enhancement in asset management efficiency by revamping the Configuration Management Database (CMDB) and embedding asset classification into ServiceNow for e-Transfer components
- Engineered and automated weekly, monthly, and quarterly SLA, Incident reports, and KPI Scorecards by integrating MS Power Automate and Power Automate, cutting report time compilation by 50%
- Chaired Change Advisory Board (CAB) meetings, improving documentation and scheduling by 25%, ensuring compliance with change management protocols
IT OPERATIONS ANALYST
Interac
01.2017 - 01.2021
- Managed the payment platforms and corporate systems at Interac
- Skilled in achieving SLA availability targets, project management, and incident resolution
- Provided root cause analysis of any system disruptions and degradations through gap analysis, identify risk posture, and strategize solution delivery to improve system reliability and resilience
- Project manager for decommissioning the Mobile Operations department and transitioning the application support
- Successfully launched the operationalization of In-App payments, expanding service offerings
SERVICE DESK LEAD
CompuCom
01.2015 - 01.2017
- Service Desk Lead with a proven track record overseeing technical support operations for retail stores
- Managed the GameStop Service Desk team, ensuring adequate support for over 300 global retail stores while consistently meeting SLA requirements, maintaining a 98% SLA adherence rate
- Developed and conducted comprehensive training sessions for analysts on ITIL best practices and technical troubleshooting, resulting in a 40% improvement in analyst performance metrics
- Provided essential support and troubleshooting guidance to direct reports, resolving 95% of escalated issues within SLA timeframes and implementing proactive measures that reduced recurring problems by 50%
Education
Bachelor of Arts (B.A) - Diaspora and Transnational Studies, Writing, Political Science
University of Toronto
Toronto, ON11.2015
Skills
- SLA Reporting
- RCA Reporting
- Microsoft Excel
- PowerBI
- BI Analytics
- Process Engineering
- Business and Technical Analysis
- Audit & Compliance Governance
- Problem/Incident/Change Management
- ITSM Process Development
- ServiceNow
- ITSM Ticketing
Websites
Languages
English
Native or Bilingual
Membershipsandaffiliations
- E-Transfer Service Committee Member - Interac
- NOSC Service Committee Member - Interac
- Joint Health and Safety Committee Member - Interac
- Fire Warden 23rd Floor - Interac
- South Asian ERG Lead - Interac
Certification
ITIL V4
Certified Scrum Master
Lean IT
Timeline
IT OPERATIONS LEAD
Interac
01.2024 - Current
SENIOR IT OPERATIONS ANALYST
Interac
01.2021 - 01.2024
IT OPERATIONS ANALYST
Interac
01.2017 - 01.2021
SERVICE DESK LEAD
CompuCom
01.2015 - 01.2017
Bachelor of Arts (B.A) - Diaspora and Transnational Studies, Writing, Political Science
University of Toronto
Similar Profiles
Jessie Ray KelleyJessie Ray Kelley
English Teacher at InteracEnglish Teacher at Interac
ROGENEL ALOBAROGENEL ALOBA
Assistant Language Teacher at InteracAssistant Language Teacher at Interac
Gabriel RauchGabriel Rauch
Assistant Language Teacher at InteracAssistant Language Teacher at Interac