Summary

Overview

Work History

Education

Skills

Additional Information

Work Preference

Certification

Timeline

kawar Malik

Incident Manager

Bengaluru,KA

Summary

SUMMARY Highly motivated and results-oriented IT professional with over 12 years of experience in incident management, client relationship management, and team leadership. Proven ability to manage critical incidents, ensure client satisfaction, and foster high-performing teams. ITIL V4 certified.

Overview

years of professional experience

years of post-secondary education

Work History

Team Lead

Incident, Betsol Software India Private Limited

10.2016 - Current

Led a team of technicians providing 24/7 support to US Client Arise, ensuring continuous service coverage
Managed a portfolio of 27 clients, fostering strong relationships through regular communication and addressing concerns
Oversaw incident management processes, ensuring proper documentation, implementation, and regular updates
Recruited, trained, and developed team members, fostering a positive and productive work environment
Managed all client outages, including critical and high-priority incidents
Facilitated communication between technical and business stakeholders during incidents
Performed root cause analysis (RCA) and shared findings with clients within 24 hours of incident mitigation
Generated and shared client reports, including weekly, bi-weekly, and monthly summaries
Compiled and shared monthly team performance reports with key metrics like QA scores and incident handling.

Senior Technical Support Engineer

HYPERQUALITY

10.2012 - 01.2016

Provided first-point-of-contact technical support for over 35 clients via email
Resolved a wide range of technical issues for Spoken direct and indirect clients.

Technical Support Specialist

TECNOVA

03.2012 - 09.2012

Provided first-point-of-contact technical support for over 20 Spoken clients via email.

Quality Lead

IBM

10.2007 - 05.2011

91 8971753963
Malik.kawar@gmail.com
Audited agent email and chat interactions for quality and training purposes
Provided feedback and support to agents for performance improvement.

Education

Diploma - Hotel Management Catering Technology & Applied Nutrition

IHM Chandigarh

Chandigarh

08.1994 - 04.1997

Skills

SKILLS Operating Systems :
Mac & Windows
Management Tools : Familiarity and
Good knowledge of MS OFFICE (Excel, Word
Power Point)
Ticketing Tools : Service Now, and Jira
Project Management Tool : JIRA
Remote Assistance Tools : LogMeIn

Quality control

Process improvement

Client communication

Workflow management

Employee training

Change management

Teamwork and collaboration

Team supervision

People management

Quality improvement

Leading team meetings

Issue resolution

Overseeing daily activities

Client service