Majeed Ahmed
Bangalore
Summary
Dynamic Major Incident and Problem Manager with a proven track record at DXC Technology Pvt Ltd, excelling in incident resolution and operational excellence. Skilled in stakeholder management and team building, I drive continuous improvement initiatives, ensuring compliance with SLAs and enhancing service delivery efficiency.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Major Incident and Problem Manager
DXC Technology Pvt Ltd
03.2021 - 09.2025
- Monitoring the effectiveness of critical incident management, and making recommendations for improvement. Driving, developing, managing, and maintaining the major management processes and associated procedures.
- Reviewing and auditing the process, ensuring that all IT teams follow the major incident management process. End-to-end responsibility for the management, communication, escalation, investigation, and resolution of incidents, service requests, changes, etc.
- Published metrics to the delivery teams and the client to ensure the Service Level Agreement (SLA) is met, as per the delivery targets.
- Driving root cause analysis and continuous improvement initiatives.
- Contribute operations information and recommendations to strategic plans and reviews, prepare and complete action plans, implement production, productivity, quality, and customer service standards, and resolve problems.
Major Incident Manager
Eurofins IT Solutions India Pvt Ltd
Bangalore
03.2020 - 01.2021
- Managing Major (P1 and P2) Incidents, ensuring that they are logged, progressed, updated, authorized, expedited, and resolved efficiently.
- Leading bridge calls and/or group chats with participants, including Service Managers, Technical Support teams, senior management, and vendors.
- Ensure proper escalation procedures are followed, and the correct support teams are engaged to troubleshoot the issue within timelines.
Manager - Operations
Nidoo Technologies Pvt Ltd
Bangalore
04.2017 - 10.2019
- Managing SLA (Service Level Agreements).
- Handled Operations, worked in a set up that has various channels such as Phone, email, chat, etc.
- Leading a Team of 20 team members of Operations Executives/Analysts.
- Responsibilities included On Time Response/Resolution/Escalation, Problem analysis, Service Delivery, People Management.
- Monitor, identify and resolve performance/behavior/attendance issues using the prescribed performance management techniques.
Problem Manager
IBM India Pvt Ltd
Bangalore
05.2012 - 03.2017
- Conduct Root Cause Analysis for all open problem tickets & ensure that right technical and business stakeholders are involved in the bridge to complete the RCA.
- Create problem ticket, known error ticket for RCA of INC and prepare report for Weekly & Monthly PR call for problem Management.
- To review RCA and 5 WHY's, analyze the root cause, and preventive action to avoid re occurrence.
Quality Assurance Analyst for IT Service Desk
Mphasis an HP Company
Bangalore
10.2006 - 05.2012
- Evaluate calls as per the quality plan and provide feedback for the same.
- Conduct calibrations as per the schedule sent by the operations.
- Conducting a monthly review with the operational leaders to discuss the observations.
Education
Bachelor of Science - Computer Science
Sabarmati University
High School Diploma -
ST. Xavier's Hgh School
Skills
- Incident/Major incident management
- Problem management
- Operations management
- Escalation's management
- Team building and mentoring
- Stakeholder management
Certification
• ITIL Foundation Certified, V3, V4,
• Lean Six Sigma, Black Belt Trained, Benchmark Six Sigma.
• Lean Six Sigma, Black Belt Trained, Benchmark Six Sigma.
Languages
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Timeline
Major Incident and Problem Manager
DXC Technology Pvt Ltd
03.2021 - 09.2025
Major Incident Manager
Eurofins IT Solutions India Pvt Ltd
03.2020 - 01.2021
Manager - Operations
Nidoo Technologies Pvt Ltd
04.2017 - 10.2019
Problem Manager
IBM India Pvt Ltd
05.2012 - 03.2017
Quality Assurance Analyst for IT Service Desk
Mphasis an HP Company
10.2006 - 05.2012
Bachelor of Science - Computer Science
Sabarmati University
High School Diploma -
ST. Xavier's Hgh School