Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Francis Ryan Keith

Doha

Summary

Experienced IT Service Management (ITSM) professional with 7+ years of expertise in driving IT operations, leading teams, and optimizing ITIL-aligned processes. Skilled in implementing and improving service management frameworks to enhance service quality, operational efficiency, and user satisfaction. Proven track record in incident, problem, and change management, as well as continuous service improvement. Capable of aligning IT initiatives with business objectives, mentoring teams, and delivering measurable value through technology. Seeking a strategic leadership role to advance IT service excellence and support long-term organizational growth.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Lead ITSM

Burhantec
10.2024 - Current
  • Customized ManageEngine solutions—including ITSM and Endpoint Central—to enhance user experience and meet evolving business requirements.
  • Provided expert guidance on technology integration, resulting in increased productivity for client organizations.
  • Developed client-specific technical strategies to optimize IT infrastructure and support long-term operational goals.
  • Collaborated with clients and internal teams to align product capabilities with customer needs, driving successful solution adoption and value realization.
  • Analyzed existing IT workflows and system utilization to identify inefficiencies, recommending and implementing targeted process improvements.
  • Defined and implemented system design principles and deployment strategies in coordination with key stakeholders, ensuring alignment with strategic objectives.
  • Evaluated existing systems architecture, recommending upgrades or modifications based on in-depth analysis and performance assessments.

Regional Manager

ManageEngine
01.2019 - 09.2024
  • Promoted to oversee ITSM strategy, service delivery, and cross-functional team performance across multiple regions.
  • Enhanced team performance by providing regular coaching, training, and constructive feedback to staff members.
  • Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with organizational goals.
  • Increased customer satisfaction through timely resolution of escalated issues and proactive communication on product updates.
  • Promoted a culture of continuous improvement through regular process reviews, employee engagement initiatives, and open channels of communication.
  • Streamlined operational processes for improved efficiency by identifying key areas of improvement and implementing effective solutions.
  • Guided clients in applying ITIL best practices to optimize IT environments and improve service delivery.
  • Led ITSM initiatives that focused on service improvement, process efficiency, and customer success across the region.
  • Captured client feedback and collaborated with development and management teams to drive key product enhancements.
  • Mentored new hires on application usage, support workflows, and best practices in customer engagement.
  • Mastered ITIL principles and product functionality to deliver effective technical support and solutions.
  • Collaborated with clients to gather requirements and implement customized ITSM solutions tailored to their business needs.
  • Delivered tailored product demonstrations to prospective clients, supporting pre-sales and solution positioning efforts.

Customer Service Associate

Sitel
01.2017 - 01.2019
  • Consistently maintain a positive, empathetic, and professional attitude toward customers.
  • Effectively acknowledge and resolve customer complaints in a timely manner.
  • Communicate and coordinate with colleagues to ensure seamless service delivery.

Education

Bachelor of Commerce -

Loyola College
Chennai
01-2016

Skills

  • Leadership
  • Team Management
  • Problem-Solving
  • Communication
  • Decision-Making
  • Time Management
  • Adaptability
  • Project Management
  • Customer Relationship Management

Certification

ITIL V4

Timeline

Lead ITSM

Burhantec
10.2024 - Current

Regional Manager

ManageEngine
01.2019 - 09.2024

Customer Service Associate

Sitel
01.2017 - 01.2019

Bachelor of Commerce -

Loyola College

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