KARIMOON SHAIK
Hyderabad
Summary
Dynamic ITSM and ArcGIS Consultant with a proven track record at Infosys Limited, excelling in incident management and client communication. Expert in BMC Remedy and ArcGIS, I enhanced service delivery, achieving significant MTTR reduction and improving VoC scores. Recognized for leadership in team mentorship and knowledge management initiatives, driving operational excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
ITSM and ArcGIS Consultant
Infosys Limited
05.2021 - Current
- Led Offshore IT Support Operations, overseeing incidents, problems, and changes while ensuring SLA compliance.
- Demonstrated expertise in IT Service Management (ITSM) with BMC Remedy and BMC Helix, providing comprehensive IT support and enhancing incident, problem, and change management workflows.
- Analyzed incident trends to proactively reduce incidents and improve service standards, reinforcing IT stability and resilience.
- Enhanced client satisfaction through MTTR reduction and proactive communication.
- Implemented a customized 12-Strike Rule for incident tracking and resolution.
- Spearheaded KT sessions, runbook reviews, and competency development.
- Administered ArcGIS Monitor, ArcGIS Online provisioning, and performance reporting.
- Successfully managed and supported ArcGIS applications within the Utilities sector, ensuring seamless GIS operations.
- Oversaw ArcGIS Online User Provisioning and License Management, ensuring seamless user access while optimizing license allocation and compliance.
- Extracted reports from ArcGIS Monitor, reviewing key performance metrics to identify areas for improvement and system optimization.
- Collaborated with the ETS team to improve client communication, enhancing Voice of Client (VoC) scores and driving strategies to reduce Mean Time to Resolution (MTTR).
- Led a team with a focus on task distribution and synchronization, ensuring operational efficiency through regular business sync-up calls and optimized work distribution.
- Played a key role in onboarding new employees, executing Knowledge Transition (KT) sessions, and fostering professional development through competency-building initiatives.
- Served as a Knowledge Management (KM) anchor, overseeing document reviews and updates to ensure runbooks, AIDs, and IT processes remain current and aligned with business needs.
- Recognized with multiple Client and ETS Clap Awards for contributions to VoC score improvement and MTTR reduction, acknowledging proactive leadership in IT support and service excellence.
Senior Software Engineer – GIS Support
Wipro Technologies
06.2012 - 07.2019
- Delivered advanced GIS and ITSM support across multiple projects in the utilities sector.
- Assisted in GIS Support activities, asset tracking, and service improvement.
- Supported incident management workflows and process alignment.
Education
M.Tech - Software Engineering
BITS Pilani
Hyderabad01.2017
BSc - Computer Science
Hindu College
Guntur04-2011
Intermediate - Mathematics Education
GSR College
GunturSSC -
GVK Girls High School
TadikondaSkills
- Incident, problem, and change management (ITIL)
- BMC Remedy, BMC Helix, HP ALM
- SLA compliance and service reporting
- CMDB administration
- ArcGIS Online, ArcGIS Monitor, ArcGIS Pro
- Knowledge management and runbook review
- Team mentorship and KT planning
- VoC score and MTTR optimization
- Client communication & ITSM dashboards
- GitHub, configuration management
Certification
- ITIL 4 Foundation certification
- IBM Certified Application Developer – Cloud Platform V2
- ETS Clap Awards for MTTR reduction and VoC improvement
- Certificate of appreciation from Wipro utility head
Timeline
ITSM and ArcGIS Consultant
Infosys Limited
05.2021 - Current
Senior Software Engineer – GIS Support
Wipro Technologies
06.2012 - 07.2019
M.Tech - Software Engineering
BITS Pilani
BSc - Computer Science
Hindu College
Intermediate - Mathematics Education
GSR College
SSC -
GVK Girls High School
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