MOHAMMED AZHAR
Bangalore
Overview
18
18
years of professional experience
1
1
Language
Work History
Infosys | Problem Management Lead
Bangalore
08.2022 - Current
- WORKEXPERIENCE
- Implemented and optimized problem management processes, emphasizing root cause analysis and eliminating recurring incidents, resulting in a 20% reduction in recurring issues
- Coordinated with technical teams to drive root cause analysis, track known errors, and implement permanent solutions, significantly enhancing service reliability
- Utilized PowerBI for Proactive Problem Management, analyzing data to extract meaningful insights, which led to a 18% decrease in future issues
- Monitored problem management KPIs and reported improvements, achieving a 12% increase in first-time resolution rates and improving overall team performance
- Performed timely follow-ups on Problem tickets, ensuring SLA compliance and driving ticket progression, leading to a 92% improvement in SLA adherence
- Conducted monthly reviews of aging problem tickets, analyzing delays and strategizing improvements for timely resolution, reducing backlog by 30%
- Led and facilitated regular Problem Management meetings, fostering discussions on ticket progress, pending actions, and challenges, improving team collaboration and efficiency
- Coordinated with resolving parties and engaged technical teams to swiftly address and resolve emergency Problems, reducing average incident resolution time by 60%
- Monitored queues for high and critical incidents, implementing proactive measures to minimize business impact and improve incident management.
Senior Incident Manager
Accenture
Bangalore
02.2021 - 08.2022
Incident Manager
Digit
Bangalore
04.2019 - 04.2020
Machine Learning Data Associate
Amazon Development Center
Chennai
07.2017 - 03.2019
- Annotated transcription data as per SLA, ensuring accuracy and compliance with service level agreements
- Extracted root causes for quality hits and provided actionable suggestions, leading to improved quality metrics and reduced error rates
- Maintained the tool by collecting feedback from associates and coordinating with the tech team to implement improvements
- Worked closely with the Machine Learning team, reporting challenges and contributing to the enhancement of machine learning models.
Senior Customer Service Associate
Firstsource Ltd
Chennai
11.2015 - 05.2017
- Resolved issues within SLA, maintaining high Customer Satisfaction (CSAT) scores by promptly addressing and resolving customer concerns
- Ensured timely responses to emails and followed up until resolution
- Conducted outbound calls for advertising and managing call plans, increasing engagement and optimizing marketing efforts
- Traced missed payments by taking service requests, which in payment recovery rates
- Monitored and investigated bots, handled reporting and pending follow-ups to ensure smooth operation and prompt issue resolution
- Managed and reported on infrastructure-related issues to the DevOps team, facilitating timely resolutions and maintaining system stability
- Monitored and recorded real-time customer issues, ensuring immediate attention and resolution
- Conducted hourly health checks on tools, ensuring ongoing operational efficiency and issue detection
- Performed UAT for Stage and Development environments, raised stories for fixes, and contributed to quality assurance.
Vana Vani MHS School, S.S.C
01.2010 - 01.2014
Vana Vani MHS School
01.2007 - 01.2008
- 01.2006
- Managed P1 critical cases for swift resolution
- Coordinated incident bridge calls effectively
- Ensured SLA adherence, achieving over 98% compliance
- Liaised with support engineers for efficient case progression
- Conducted meetings with CSAMs and customers to steer case resolution
- Communicated problem outcomes to stakeholders, ensuring transparency
- Used data analysis for proactive issue resolution
- Provided ticket trend analysis, guiding effective problem resolution
- Executed weekly meetings and brought up recurring issues to the support team which reduced recurring issue by 23%.
Education
Bachelor of Mechanical Engineering - undefined
TJ Institue of Engineering, Anna University
Skills
- With over 8 years of experience in IT Service Management, I have effectively implemented and optimized problem management
- Processes, driving a significant reduction in recurring issues and enhancing SLA adherence My background includes coordinating with
- Technical teams, utilizing PowerBI for data analysis, and managing high-priority incidents to improve service reliability Additionally, I
- Bring experience in monitoring system operations, leading cross-functional meetings, and conducting detailed quality assurance and
- Customer support activities, making me well-suited for an ITSM Lead role
- IT Service Management (ITSM): ITIL, Incident Management, Problem Management, Change Management, Knowledge Management
- Major and Critical Incident Management, ServiceNow
- Technical Skills: RCA (Root Cause Analysis), PowerBI, Trend Analysis
- Operational Management: SLA (Service Level Agreements), KPI (Key Performance Indicators), Team Management, Operational
- Management, Stakeholder Management, Client Management
- Documentation: SOP (Standard Operating Procedures), SOW (Statement of Work), Training Documentation, Quality and Auditing
- Quality Control
- Soft Skills: Analytical Thinking, Technological Literacy, Organizational Thinking, Customer Service Excellence, Team Leadership
- Problem-Solving, Communication Skills, Data Analysis, Process Improvement, Crisis Management, Adaptability, Proactive analysis
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Timeline
Infosys | Problem Management Lead
08.2022 - Current
Senior Incident Manager
Accenture
02.2021 - 08.2022
Incident Manager
Digit
04.2019 - 04.2020
Machine Learning Data Associate
Amazon Development Center
07.2017 - 03.2019
Senior Customer Service Associate
Firstsource Ltd
11.2015 - 05.2017
Vana Vani MHS School, S.S.C
01.2010 - 01.2014
Vana Vani MHS School
01.2007 - 01.2008
- 01.2006
Bachelor of Mechanical Engineering - undefined
TJ Institue of Engineering, Anna University
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