Summary
Overview
Work History
Education
Skills
Timeline
Generic

ALEEM ULLAH KHAN

Khandwa

Summary

Experienced IT Infrastructure and Application Support Specialist with a strong background in Incident and Major Incident Management, supporting a global client. Proficient in ServiceNow, CA Tool, and bridge call management, with expertise in impact assessment, stakeholder communication, outage documentation, and end-to-end incident lifecycle management. Adept at working with cross-functional support teams including Azure, AD, VPN, O365, and EUC. Demonstrated ability to handle high-priority incidents (P1), ensuring minimal business disruption and timely resolution.

Overview

7
7
years of professional experience

Work History

MIM (MAJOR INCIDENT MANAGER)

TCS
05.2023 - 05.2024
  • Company Overview: TCS having a project of UK based MNC Bridgestone. TCS provide IT and Application Support to Bridgestone. Bridgestone having a very big infrastructure of their factory as well as their outlets situated in all European countries like Belgium, Italy, Poland, France, Denmark, Germany. And other countries like Saudi Arabia, UAE and South Africa. All end user either they belongs to Sale, Finance, IT, Logistic, Legal, Retails Shops etc. TCS provide them IT and Application Support. TCS Infra Teams having 50 member of Service desk Team including Hungry and Poland SDA(Service desk Agent), Azure Cloud Support, Cloud Security Team, AD team, AVD Team, VPN Team, EUC Team, Service Now Team. SCCM Team, TCS Exchange Team, TCS O365 Support. Network Service has outsourced to British Telecom. There are total 130 different team DL’s working to support the Project.
  • When incident reported to Service desk and require a Bridge call. MIM responsibility to acknowledge the bridge request and get the details from SD Team like number of users impacted, which location gets impacted and what is the Business Impact.
  • Initiate a bridge call by sending an invite to all the required teams (Service Owner, end user, technical team) (Refer BS Communication Matrix)
  • Join the bridge, understand the issue – What is the issue, ticket number, what is the business impact and decide the priority for potential major outage. If the Service owner reports it as a P1 then directly go with P1.
  • Draft SMS notification for P1 and Send it to respective tower leads and Stakeholder.
  • Take notes of the actions performed in the bridge with timestamp
  • Prepare Mass Outage communication by filling details like which System Affected, Number of users impacted, Start time of Issue, which location impacted and Current Update of Incident with Incident number.
  • Create Outage in Service Now for P1 and link with the incident P1
  • Once the Issue is resolved asked the resolver team to resolve the incident.
  • Close Outage in Service now
  • Draft and send P1 resolved notification to respective tower leads and Stake holder.
  • Then Prepare and Send resolved mass communication to the respective DLs

INCIDENT ANALYST

Tech Mahindra
11.2022 - 12.2022
  • Company Overview: Tech Mahindra having project of one of the most leading Telecom Company Three based On UK. They provide Business services to their client like Application and Infrastructure Support. It’s a very big infrastructure located in Mumbai as well as Pune. Around 7000 Advisors works for the Business of Three in overall project. There are different IT Teams like FLS(First Line Support), SLS (Second Line Support), SDS (Service Desk Supervisor) and IM (Incident Management) Team are worked together to provide business support
  • Our role is to monitor all the business services are working properly, End user report their Issues on either WebEx chat group or Logged the incident on the Local Ticketing Tool i.e. Sapphire.
  • Once Issue is reported either it is single user impacted or multi user impacted based on that our IT team resolve the incident.
  • Our IM Team handles the outages of any services that usually affect a huge impact on the Business.
  • First gather all the example of outage and decide either issue is local or Onshore on the basis of that we escalate the issue to our Support Teams.
  • If required to discuss the issue, we have to initiate the bridge call with one of the impacted User and Support Team. For Local Issue we use our WebEx link to conduct bridges.
  • If the outage is onshore then we have to escalate it to Three Service desk Team and they provide link of Bridge on MS Team and our role is to explain the exact issue and business Impact of outage and pull one of the impacted user on the Bridge.
  • For High Priority Incident we have to send Outage communication as an alert to impacted site.
  • Our role is to perform Quality check of high priority local tickets.
  • Maintain Synopsis of handling the outage from start to end.
  • Maintain different tracker such as P1-P2 and P3.
  • If any change activity is going to happen we have to take approval from change Management and maintain tracker of change activity.

TECHNICAL HEAD

EduLearning Ventures
11.2021 - 09.2022
  • Company Overview: Edu Learning Ventures is a leading IT and Talent Development Company. Ventures engagedon Skill development training of candidates on different Technologies and Domain like HR,Digital Marketing and IT professionals. Ventures also engaged in Manpower & Placement Services, Outsourcing and Corporate Support, Technical Support Services to their respective Clients
  • Provide training based on real time Scenario to the Candidates that enrolled inthe training model.
  • Management of Technical Infra structure and Technical Support.
  • After completion of each module like Hardware, Operating System, Network andServer Technologies, Take the assessment process of the candidates.

HELPDESK ENGINEER

Quesscorp
11.2020 - 06.2021
  • Any interruption raised in an environment reported by the end user, our responsibility toidentify either it is incident, Service request or reported a major incident.
  • After identification we categorized and prioritized the incidents on the basis of urgency andimpact.
  • Take an incident response by initial diagnosis and route the incident to right resolver team.
  • Take the follow up of routed incident from resolver team if incident resolve at level 1 thenresolve the incident and take confirmation from the end user.
  • If the incident not resolved at level 1 we need to escalate the incident to Level 2.
  • Major incidents mainly reports through mail after identification of major incident we needto ask details about the major incident and what will be the business impact, we need to resolve major incident on the high criticality basis.
  • For major incident we need to initiate the bridge call in which we need to pull experts ofdifferent team to discuss the incident as per demand of client side.
  • We need to update the upper management from the initiation of the bridge call to get some resolutions of the incident and during the bridge call we need to send updates to theupper management level, so that they gets informed about what activities have been takenduring the bridge call.
  • After the resolution of the major incident we need to review the incident and record thatactivity has to be done so it will be use in the future if same incident will raise.
  • The team who resolved the major incident become the RCA owner of major incident, TheRCA (Root Cause Analysis) record and maintained by Problem management Team.

IT SUPPORT ENGINEER

EduLearning Ventures
06.2017 - 10.2020
  • Provide Hardware and Networking Support to the Clients.
  • Configure and troubleshoot queries related to MS outlook for the Client.
  • Installation and maintenance of different application software and Antivirus.
  • Troubleshooting the issues related to Network like crimping of RJ45 connectors to establish the connection for end user.

Education

BE - CSE

LNCT&S Engineering College
Bhopal, M.P.
01.2012

Higher Secondary School - undefined

Kendriya Vidhyalaya
Khandwa, M.P.
01.2007

Secondary School - undefined

Kendriya Vidhyalaya
Khandwa, M.P.
01.2005

Skills

  • Technical Skills –
  • Experience with CA Tool, Sapphire, and Service Now
  • Thorough incident statement identification
  • Assembling adequate evidence for review
  • Incident reporting to onshore service desk
  • Effectiveness analysis
  • Stakeholder communication
  • Effective incident documentation
  • Coordination of escalation processes to enhance resolution speed
  • Provide real-time updates to onshore service desk
  • Bridge communication between technology and management teams
  • Effective incident management
  • Facilitating bridge calls
  • Manage major incident processes
  • Manage assets and configurations using ServiceNow tools
  • Technical support for OS-related issues
  • Hardware installation expertise
  • Soft Skills –
  • Maintain a positive attitude
  • Self-confidence in teamwork
  • Thorough project analysis
  • Adaptability to environmental changes

Timeline

MIM (MAJOR INCIDENT MANAGER)

TCS
05.2023 - 05.2024

INCIDENT ANALYST

Tech Mahindra
11.2022 - 12.2022

TECHNICAL HEAD

EduLearning Ventures
11.2021 - 09.2022

HELPDESK ENGINEER

Quesscorp
11.2020 - 06.2021

IT SUPPORT ENGINEER

EduLearning Ventures
06.2017 - 10.2020

Higher Secondary School - undefined

Kendriya Vidhyalaya

Secondary School - undefined

Kendriya Vidhyalaya

BE - CSE

LNCT&S Engineering College

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ALEEM ULLAH KHAN