Azhuda Mohammad

Seeking a challenging role in a dynamic organization where I can leverage my skills, enhance my technical expertise through continuous learning, and contribute effectively to the company's success.

• Monitored IT systems using Nagios and escalated critical issues quickly
• Trained new Team members and end-users on IT tools and best practices
• Maintained records of incidents and created reports for analysis and improvement
• Followed ITIL processes to ensure smooth handling of incidents and service requests
• Provided priority support for critical business clients, ensuring minimal downtime and swift issue resolution
• Identified recurring issues and recommended process improvements by creating and managing problem tickets for long-term resolution
• Ensured all IT security and compliance policies were followed during support tasks

+91-7995775660

• Date of Birth: 07/17/02
• Gender: Female
• Nationality: Indian
• Marital Status: Unmarried

• English
• Urdu
• Telugu
• Hindi

I hereby declare that the above information is true and accurate to the best of my knowledge and commitment.

2+ years of experience as an Associate Engineer – Incident Management, specializing in handling critical IT incidents with minimal business impact, ServiceNow, HPSM, Nagios, Providing Global support to 85+ clients including Harley Davidson, WTW, Kubota, Universal Electronics, and Pinterest, Handling Multiple customer outages by assessing the severity of application or server issues and initiating bridge calls (War room) to coordinate resolutions, Prioritizing incident tickets based on business impact, user headcount, and critical application dependencies, Monitoring and managing bridge conference rooms to ensure continuous incident tracking and resolution, Coordinating with teams during ongoing changes, engaging the respective teams in war rooms to mitigate service disruptions, Strong understanding of IT security practices, ensuring compliance with security protocols, Conducting weekly catch-up meetings to implement process improvements and enhance ticket resolution efficiency, Managing SLA (Service Level Agreements) and OLA (Operational Level Agreements) to prevent service breaches and maintain service quality

• Strong verbal and written communication skills
• Quick learner with good analytical abilities
• Confident, adaptable, and responsible
• Effective team coordination and collaboration skills