Karim Yusuf Patel
Bengaluru
Summary
Major Incident Management Specialist
Experienced IT Service Management Professional with 8+ years, currently Major Incident Manager at NTT Data. Proven expertise in overseeing critical incidents across Telecommunication, Cloud, Network, and IT infrastructure. Adept at end-to-end incident lifecycle management, including identification, bridge orchestration, stakeholder communication, and post-incident reviews.Proven track record of effectively leading teams during critical events, implementing streamlined communication channels, and driving continuous improvement initiatives to enhance operational resilience. Seeking to leverage extensive experience and capabilities to contribute to a dynamic organization's incident management team
Overview
17
17
years of professional experience
1
1
Certification
Work History
Major Incident Manager
NTT DATA
Bengaluru
12.2015 - Current
- Initiating Major Incident Management (MIM) process for critical and high-priority incidents
- Conducting and leading bridge meetings with the support team and other stakeholders.
- Track and resolve telephony, cloud, network, and IT infrastructure incidents.
- Ensuring that events are promptly and effectively addressed and remedied within the agreed upon service level agreement (SLA) and escalating them to the appropriate point of escalation if the SLA is at risk of being violated.
- Ensuring that the escalation processes are followed.
- Lead Priority 1/2 incident management by guiding technical teams and support
groups in troubleshooting complex issues. Facilitate effective customer
communications to ensure swift resolution and maintain superior service delivery.
Take ownership of assigning these high-priority incidents and manage escalation to
senior leadership as part of the Incident Recovery process. - Efficiently coordinate Major Incident processes among internal technical teams,
vendors, and customers. Ensure seamless communication and collaboration to
expedite resolution and minimize impact on operations. Lead technical bridges,
orchestrating cohesive collaboration among cross-functional teams to swiftly address
and resolve critical issues. - Oversee the resolution of incidents assigned to support groups, ensuring prompt
service restoration. Enforce adherence to the Incident Management process by all IT
teams, both internal and external. Monitor incidents and manage workload within
respective queues, ensuring compliance with Service Level Agreements (SLAs) and
Operational Level Agreements (OLAs). - Create knowledge repositories with repeatable procedures aimed at reducing the
number of incidents. Conduct training sessions for incident response teams to
enhance readiness for major incidents. Ensure high-quality execution of process
activities, guaranteeing compliance with associated SLAs or OLAs to uphold service
excellence. - Facilitate the escalation of risks and issues to the Incident Management Regional
Service Owner. Execute Incident Management process tasks as necessary,
collaborating with external suppliers. Oversee Ticket Data Flow and deliver Daily
Service Review Reports for all Open Incidents. Monitor the progress of Incidents and Requests across various IT functions, ensuring compliance with SLAs and timely
service restoration.
Senior Service Desk Analyst
ASM Technology Private Limited
BANGALORE
02.2013 - 10.2015
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Coordinated with other departments when needed to resolve complex cases.
- Evaluated existing processes for areas of improvement or optimization.
- Ensured that all customer interactions were logged accurately in the help desk database.
- Tracked open cases to ensure timely resolution within established SLAs.
- Provided technical assistance and support for incoming queries, issues and requests through phone calls, emails and chat.
- Provided detailed explanations to customers concerning product features and functionality.
- Resolved customer complaints promptly and professionally.
Technical Support Engineer
Mphasis
Bengaluru
03.2012 - 12.2013
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Assisted customers with troubleshooting software and hardware issues.
- Assisted users with password resets and account lockout resolutions.
- Provided remote assistance to end-users when needed.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Monitored ticketing system queues for incoming requests from customers.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Resolved complex technical problems through root cause analysis techniques.
Escrow Associate
Ocwen Financial Solution Private Limites
Bengaluru
04.2010 - 11.2011
- Processed payments from buyers, sellers, lenders, borrowers, and other parties as required.
- Responded promptly to inquiries from customers via phone or email.
- Maintained accurate records of all transactions including disbursement requests and escrow agreements.
- Prepared escrow instructions and opened new accounts in accordance with established procedures.
- Managed customer relationships by providing excellent customer service throughout the transaction process.
- Monitored progress of pending deals; notified customers when necessary paperwork was incomplete or incorrect.
- Identified discrepancies between buyer's and seller's requirements and actual conditions of sale agreement.
- Provided guidance to clients about applicable laws related to property transfers.
- Researched information related to title commitments and liens on properties.
- Calculated taxes due on real estate transactions according to state laws.
Marketing Research Consultant
PARK IT Communications PVT LTD
Bengaluru
06.2007 - 02.2010
- Prepared reports summarizing research findings and presented results to clients.
- Evaluated current processes and made suggestions for improvement based on market knowledge.
- Provided recommendations for improving client marketing strategies based on research findings.
- Assisted in developing marketing plans that incorporated insights from research studies.
- Attended trade shows and conferences in order to stay up-to-date on industry trends.
- Researched potential target markets for new products or services.
Education
MBA - Accounting And Business Management
MS University
Bengaluru, KA04-2015
Skills
- Incident Management
- Service Management
- Information Management
- Stakeholder Management
- Metrics Tracking
- Improvement Recommendations
- Documentation skills
- Process reviews
- Reporting Requirements
- SLA management
- Escalation management
- Effective Communication
- Resource Utilization
- Team Engagement
- Post incident meetings
Certification
- ITIL V4 Certified
- CCNA
Growth Path in NTT
- Hired as Senior ServiceDesk Analyst
- Promoted as Shift Lead
- Promoted as Incident Manager
- Promoted as Major incident Manager
Timeline
Major Incident Manager
NTT DATA
12.2015 - Current
Senior Service Desk Analyst
ASM Technology Private Limited
02.2013 - 10.2015
Technical Support Engineer
Mphasis
03.2012 - 12.2013
Escrow Associate
Ocwen Financial Solution Private Limites
04.2010 - 11.2011
Marketing Research Consultant
PARK IT Communications PVT LTD
06.2007 - 02.2010
MBA - Accounting And Business Management
MS University
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