Location Preference
On-SiteRemoteHybridLocation: Noida, UP
Open to relocation: Yes
MOHAMMAD KASHIF
Greater Noida
Work Preference
Summary
Client Incident Manager with over 9 years of experience in Incident Management and ITIL practices. Leads Sev-1 and Sev-2 incidents, coordinates cross-functional teams, and drives effective communication with stakeholders. Expertise in root cause analysis, problem management, and incident trend analysis, ensuring timely service restoration and continuous improvement.
Overview
1
1
Certificate
14
14
years of professional experience
Work History
CLIENT INCIDENT MANAGER
Empaxis Data Management India Private Limited
Noida
04.2025 - 12.2025
- Led Major Incident Management for Sev-1/Sev-2 production incidents, coordinating clients, engineering teams, support functions, and third-party vendors to restore services within SLA targets.
- Acted as the primary escalation point during critical incidents, coordinating executive and client communications while providing timely lifecycle updates.
- Established standardized executive communication templates, reducing post-incident notification time to under 15 minutes.
- Conducted incident trend analysis, root cause analysis, and post-incident reviews; identified corrective actions to minimize recurring incidents.
- Mentored team members on ITIL, incident management, and escalation procedures by enhancing team capability in handling high-severity incidents.
- Developed a centralized knowledge base and led service improvement initiatives, enabling L1 teams to resolve incidents independently.
CLIENT INCIDENT MANAGER
S&P Global
Noida
05.2016 - 03.2025
- Commanded high-severity and Major Incidents, coordinating technical teams, customer support, clients, and vendors through triage, troubleshooting, escalation, and service restoration.
- Managed and improved Incident Management processes aligned with ITIL, covering logging, categorization, prioritization, escalation, communication, and resolution.
- Maintained 95% SLA compliance across production incidents by monitoring priorities, response targets, service performance, and resolution timelines.
- Analyzed incident trends and recurring issues, identifying systemic risks and improvement opportunities that contributed to a 25% reduction in repeat incidents.
- Monitored and reported MTTR, MTTD, incident volume, SLA performance, and Incident Management KPIs, providing actionable insights to management.
- Led post-incident reviews and RCA sessions, documenting lessons learned and tracking corrective/preventive actions to enhance future incident response.
- Managed stakeholder communication and escalation during Major Incidents, ensuring timely updates to leadership, customers, and affected stakeholders.
SENIOR EXECUTIVE
Rate Gain Travel Technologies Pvt. Ltd.
Noida
10.2014 - 05.2016
- Managed high-volume L1 technical support queues across email and phone, resolving technical issues and client escalations while maintaining business continuity.
- Monitored support cases and SLA compliance, managing ticket logging, categorization, prioritization, tracking, and escalation to ensure timely resolution.
- Troubleshot technical issues using knowledge bases, SOPs, and diagnostic tools, facilitating software installation and network connectivity.
- Escalated high-priority incidents to Tier 2, Tier 3, and engineering teams with complete troubleshooting documentation.
- Developed knowledge-base and product documentation to enhance resolution effectiveness and expedite onboarding for new team members.
SENIOR PRACTITIONER
IBM Daksh
Gurgaon
01.2012 - 10.2014
- Delivered service-restoration updates during technical disruptions, maintaining a consistent 90% CSAT rating through effective communication.
- Provided technical support in an international voice environment, troubleshooting Internet Protocol network connectivity and email client issues to ensure seamless communication.
- Designed and delivered training for new hires, enhancing the onboarding process and facilitating knowledge transfer to improve team capability.
Education
Bachelor of Arts -
Indira Gandhi National Open University
Bareilly, Uttar PradeshDiploma - Systems and Networking
NIIT
Bareilly, Uttar PradeshSkills
- Major Incident Management
- Incident Management
- ITIL
- Service Management
- Sev-1/Sev-2 Incident Management
- SLA Management
- Stakeholder & Executive Communication
- Incident Escalation
- Service Restoration
- RCA/PIR
- Problem Management
- Incident Trend Analysis MTTR/MTTD KPI Reporting
- Continuous Improvement
- Vendor Management
- Knowledge Management
- Team Mentoring
Certification
ITIL Foundation Certificate | Lean Six Sigma Green Belt | Lean Management | GenAI for Executives and Business Leaders | Stock Market Using AI
Timeline
CLIENT INCIDENT MANAGER
Empaxis Data Management India Private Limited
04.2025 - 12.2025
CLIENT INCIDENT MANAGER
S&P Global
05.2016 - 03.2025
SENIOR EXECUTIVE
Rate Gain Travel Technologies Pvt. Ltd.
10.2014 - 05.2016
SENIOR PRACTITIONER
IBM Daksh
01.2012 - 10.2014
Bachelor of Arts -
Indira Gandhi National Open University
Diploma - Systems and Networking
NIIT