Shiham Haniffa

Senior Manager - Technical Delivery at BoardPAC
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Contact Information
us****@****om
(386) 825-5501
Location
Sri Lanka, LK
Languages
  • English Full professional proficiency
  • Tamil Native or bilingual proficiency
  • Sinhala -

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Riza Muslim

Great team player. Very experience and knowledgeable person in handling and supporting customers.

Dr Thanaletchumi Sathasivam EBM CTC

Shiham is an amazing person to work with. He is very solution oriented with exceptional problem solving skills. His deeper understanding of the technical nuances was his great inner strength. He is always ready to take up any requirements from users and completes them well. i had always admired his calm and composed outlook in getting things done successfully.

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Credentials

  • Project Management Professional (PMP) certification
    Project Management Institute
    Dec, 2016
    - Nov, 2024
  • ITIL Foundation
    EXIN
    Jul, 2014
    - Nov, 2024
  • OCA Scripting
    Oracle
    Mar, 2013
    - Nov, 2024
  • FCNSA
    Fortinet
    Jan, 2011
    - Nov, 2024
  • MCSA 2003 Server
    Microsoft
    Jan, 2011
    - Nov, 2024

Experience

  • BoardPAC
    • United States
    • Software Development
    • 1 - 100 Employee
    • Senior Manager - Technical Delivery
      • Aug 2020 - Present

      • Lead and develop high performing teams, supporting Agile working practices, and a digital delivery culture.• Lead a team of engineers and manage tasks related to aftercare and maintenance of product/applications, post-integration within the agreed SLAs.• Report on operational performance for each customer on a periodic basis for issue identification and preventive maintenance.• Collaborating with the business and wider senior management team to find and review integration project opportunities• Drive continuous improvement of data platform• Responsible for quality of solutions delivered, ensuring that appropriate development standards are maintained and followed, including compliance with required standards, including ISO27001 and ISO 9001• Working across Technology Development and IT to support the delivery of technical solutions and implementation of large enhancements and change initiatives.

    • Manager - Technical Delivery
      • Jun 2019 - Aug 2020

      -Globally interact with the partners, customers and internal stakeholders for all the technical delivery. -Liaise with architects, technical teams, and leadership (both business and IT) across the customer’s organization and internal.-Facilitate and lead meetings to ensure progress on solutions and products.-Provide overall project leadership and direct project teams in the delivery of high-quality products within committed timeframes, Scope and budgets-Manage customer expectations regarding project scope, timelines, and deliverables-Managing stakeholder expectations, work closely with customer account managers to anticipate, communicate and mitigate any delivery risks to the customer and BoardPAC business.

    • Manager - Support and Deployment (Delivery)
      • Jun 2018 - Jun 2019

      Identify, scope, access, and manage all risks associated with service contracts and/or service issues. Manage customer relationships at the appropriate operational/procurement level to ensure the customer’s and Ciena’s objectives are met.Ensure team in driving delivery excellence. Develop effective relationships with key members of the customer’s team to ensure that objectives are aligned and jointly driven.Identify and implement process improvementsLiaising with technology teams and customer on upgrade plans, other technical and non-technical activity plan.

    • ​Associate Manager - Support & Deployment (Delivery)
      • Apr 2017 - Jun 2018

      Accountable for managing the day to day service support operations, including support alignment, escalation, requirement gathering facilitation, and for monitoring, analyzing, and identifying opportunities for continuous service quality improvements.Support the fulfillment of the company vision for prompt and professional client services through motivation and leadership.Develop strategy needed to achieve agreed upon service levels.Manage the setup and delivery of services.Manage operational incidents.Build effective liaisons to manage the transition from implementation to ongoing client delivery.

  • IronOne Technologies LLC
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • ​Associate Manager - Support & Deployment (Delivery)
      • Jun 2016 - Apr 2017

      • Team supervision and performance management for Asia Pacific for delivery and support.• Works independently or collaborates with account team members to rationalize the Customer fleet and drive towards the Business Process Optimization opportunities• Responsible for effective implementation and management of Service Excellence• Supervises staff through continual communication and performance management and reacts to personnel performance issues• Responsible for Support Centre activity to ensure service response requirements are met• Responsible for the delivery of projects to the customer• Provides ongoing feedback for further strategy development, enhancement, correction, and deployment of strategy• Partner with clients and help them optimize the use of Company product

    • Support Lead
      • Nov 2011 - Jul 2016

      •Responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise systems. Serves as a technical expert in the area of system administration for complex operating systems. Recommends the redesign and configuration of operating systems and system applications. Investigates and analyzes the feasibility of system requirements and develops system specifications. Identifies methods, solutions, and provides project leadership and management in order to provide a high level of service to the customers. Performs full supervision of Operations staff.Key Objectives• Directly report to Business Director Asia Pacific.• Team supervision and performance management for Asia Pacific.• Providing training to the team members regularly based on new features and product which are released.• Process improvisation and Incident management• Perform fault reproduction and troubleshooting, system characterization, and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with engineering teams.• Explore, test, and implement new IT solutions and services as required, with the goal of standardization.• Develop/review modification proposals/work scopes;• Undertakes in-depth analysis/studies of problems and identifies longer-term solutions• Provide technical advice and guidance to less experienced engineers;• Undertake engineering design projects;• Server hardening, DB Hardening.• Provide assistance and support for security administration, mail, file servers and assisting users with backup and recovery.• Handle Mobile Base project and SharePoint, Open source servers, SQL and Oracle.

  • DCS International (pvt) Ltd , also known as Eguardian Lanka (pvt) Ltd,
    • System Support Engineer (Information security)
      • Apr 2009 - Oct 2011

      • Ensuring timely and accurate delivery of technology products and services• Act as focal point for large accounts in product issue resolution• Manage multiple areas of technology, customers, and partners• Handling of installation projects for customers and partners• Closely working together with sales team on the qualification on RFP’s, RFI’s and compliance.• Handling of POC for the customers and partners• Managing documentation relating to POC, troubleshooting, and solutions.• Providing product/solution Training for customers and partners• Overlooking in-house technical issues. • Research and evaluate new technologies while gauging the impact of these technologies on the rest of the existing enterprise.• Write protection policies for various Email Gateways systems, IPS, IDS and firewalls.• Conducted consultations and information sessions on Fortigate and Eset implementations to best standard practices.• Resolved network security technical challenges for clients.• Implemented and applied security policies, Managed Proxies, Managed AV suite and Incident Response, Vulnerability Management, Managed Firewall security,• Research and evaluate new technologies while gauging the impact of these technologies on the rest of the existing enterprise.• System Service and Maintenance, Data Handling and Installation of System: Supervising the Assembling of malware protection, secure email gateway, and firewalls. • Maintain system support documentation in a general repository• Advise administrators of vulnerable systems to ensure that systems are properly patched and protected• Worked with Business Owners, IT Application Development and Infrastructure stakeholders to assist in the planning, design, and implementation of enterprise-wide security architecture and systems

Education

  • SLIIT
    Bsc Hons in CSN, Computer System and Networking
    2006 - 2009
  • Cardiff Metropolitan University
    Master of Business Administration - MBA, Project Management
    2017 - 2018

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