Adnan Razi

Experienced IT Major Incident Management with expertise in incident management, problem management, ITIL processes, crisis communication, and service restoration. Skilled in managing high-severity incidents, stakeholder communication, vendor coordination, RCA, and ensuring compliance with SLAs. Strong background in bridge management, escalation handling, and driving process improvements to minimize downtime and business impact.

• Received STAR (Special Star and Recognition) award and certificate for the month of November 2014
• Received Pat on Back award for Q3 2017
• Received BCP award in 2020
• Star Performer of the year 2022
• RnR award for the year 2023
• Key performer of the year 2024

• Worked as Consultant in Global Major Incident Management
• Total of 13+ years of experience in managing IT Infrastructure Services
• Highly motivated with good analytical, organizational and communication skills
• Implementation & Maintaining of Incident Management process

• Worked on Service Now tool
• Quickly responds to all notifications of unplanned service interruptions from the users
• Provides primary initial incident support, documents, categorize and prioritizes incidents as they occur.
• Ensures that incident routing does not meet bottlenecks and that appropriate resources are to effectively investigate and diagnose critical incidents.
• Understands SLA requirements and works to ensure those requirements are met when possible
• Aggressively drives conference calls with the stakeholders and internal support teams
• Provides timely feedback to higher-level management and to users who are impacted. Feedback includes but is not limited to incident descriptions, executive summaries, detailed timelines, action plans, workarounds and resolution of incidents.
• Real Time & continuous follow-up with global support teams for Critical incident resolution
• Manage and coordinate activities during overall ticket life cycle
• Ensure that the Incident record is fully updated prior to Problem Management handover
• Responsible for sending all Incident notifications as per agreed process
• Chair bridge calls for effective coordination, incident resolution, service restoration
• Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
• Follow the global Service Restoration Management Process
• Contribution to ongoing process & operational improvements
• Uses professional expertise to integrate work and make operating decisions on escalated issues
• Accountable for objectives where goals and operational processes are defined
• Interacts daily with subordinates and peer groups
• Support high priority applications and effectively handling Priority 1 issues.
• Efficient Coordination of multiple teams for quicker resolution of the issues with minimal effect on business
• Highly proficient with ticket tracking software/web tool (Remedy ITSM)
• Ability to be effective in a high volume environment and coordinate multiple tasks
• Strong verbal and written communication skills with excellent telephone etiquette
• Ability to work independently under pressure
• Proactive and flexible in work
• Ability to identify trouble spots quickly and an excellent team player

• Trained the team in the use of applications and in technical support methods
• Excellent troubleshooting and logical problem-solving skills
• Creative ability to solve unusual or difficult problems when logical methods have failed
• Demonstrated ability to meet deadlines and set priorities