Imdhathulla Irshathahamed
Bangalore
Summary
As an IT Service Management Analyst with 3.6 years of experience, I have a strong background in incident management, problem management, and service desk support. I have successfully handled high priority incidents, driving positive outcomes and limiting impact. My expertise includes working with Microsoft tools such as Power BI, Dynamics, and SharePoint, as well as ITIL framework and ServiceNow. I have been recognized for my exceptional customer handling skills and consistent performance, receiving multiple awards and recognitions from clients and employers. I am a multitasker with excellent planning, organizational, and communication skills, capable of analyzing high volumes of technical data and working in fast paced environments.
Overview
6
6
years of professional experience
Work History
Incident Manager
Accenture
Bangalore
02.2021 - Current
- Overseeing the incident management process and team members involved in resolving the incident.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in the IT system.
- Collaborating with the incident management team to ensure that all protocols are followed.
- Escalate Incidents at risk of breaching SLA to the Incident Process Coordinator.
- Service desk management- provide support to customers on their created incidents.
- Prioritizing incidents according to their urgency and influence on the business.
- Created, updated, and tracked incident tickets using a ticketing system.
Airport Operation and Customer Service Officer
Interglobe Aviation Pvt Ltd.
Chennai
03.2019 - 08.2020
- Managing the customer and doing the check-in for the customers
- Handling the escalation passenger and trying to provide the better solution
- Politely and, I work for the International Airport and take over the
- Departure process
- Be a point of contact with the Customs Officers, Immigration, and handling
- The counters
- Resolved customer inquiries and complaints in a timely and efficient manner
- Ensuring prominent levels of customer satisfaction and retention
- Developed and implemented customer service strategies to improve overall
- Customer experience, increasing customer satisfaction ratings
- Utilized effective communication skills to build rapport with customers
- Resulting increase in customer loyalty and repeat business
- Coordinated with cross-functional teams to streamline internal processes
- And improve response times, leading to a reduction in customer wait times
Process Associate
Interglobe Technologies.
Chennai
04.2018 - 03.2019
- Managing Inbound Calls
- Providing Backend Support
- Handling Escalation Calls
- Guiding customers with proper expectations
- Mentoring new joiners regarding the process
- Handling complete training batch
- Handling team
Education
Engineer - Aeronautical Engineering
Mahendra Engineering College
Namakkal, TN04.2018
Skills
- Incident Management Analyst
- Incident Management
- Problem Management
- Escalation Management
- SLA Management
- Change Management
- Major Incident Management
- IT Service Desk
- Priority incident recommendations
- Stakeholder Management
- ITIL Knowledge
PERSONAL DETAILS
- Total Experience: 5 Years
- Current Location: Bengaluru
- Date of Birth: July 18, 1996
- Gender: Male
- Marital Status: Single / Unmarried
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Project
Microsoft:
Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements Document troubleshooting steps and service restoration details Create and submit knowledge articles Provide specialized investigation and diagnosis of all Incidents and Service Requests Identify Problems.
Timeline
Incident Manager
Accenture
02.2021 - Current
Airport Operation and Customer Service Officer
Interglobe Aviation Pvt Ltd.
03.2019 - 08.2020
Process Associate
Interglobe Technologies.
04.2018 - 03.2019
Engineer - Aeronautical Engineering
Mahendra Engineering College
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