Summary
Overview
Work History
Education
Skills
Certification
Technical Tools
Personal Information
Timeline
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MOHAMMED ABRAR AHMED

MOHAMMED ABRAR AHMED

Hyderabad

Summary

Experienced Problem Management Lead with 8+ years in IT Infrastructure, ITSM, and Service Operations across global environments. Adept at proactive problem identification, RCA management, dashboard development, vendor coordination, and ITSM tool optimization. Skilled in team handling, SOC coordination, process governance, and cross-functional collaboration to improve system availability and prevent incident recurrence.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
4
4
Languages

Work History

Lead Infrastructure Specialist – Problem Management

Kyndryl Solutions Pvt. Ltd.
07.2022 - Current
  • Lead offshore problem management team; create and assign high-priority reactive & proactive problems across global accounts.
  • Collaborate with data analytics to design dashboards (CPU/Memory utilization, Trend Analysis, Pareto charts) enabling proactive remediation.
  • Engage vendors to report and track RCA and resolution for application-related outages and recurring issues.
  • Govern End-of-Life software tracking with app/platform teams to initiate upgrades, remove outdated versions, or validate exceptions.
  • Drive process documentation, knowledge sharing, and internal training to align with ITSM best practices and audit readiness.

Problem Manager

Verizon (via Infinite Computer Solutions)
07.2021 - 06.2022
  • Conducted RCA reviews for major incidents; implemented lessons learned and process enhancements.
  • Established service improvement plans with cross-functional teams, including SOC and business owners.
  • Managed problem lifecycle and contributed to ITSM tool workflow enhancements.

Problem Manager

IBM (via CBSI Pvt. Ltd.)
06.2020 - 07.2021
  • Directed RCA ownership and closure for Severity 1/2 incidents across vendors.
  • Maintained a knowledge base of resolved issues for reuse.
  • Provided compliance audits for problem tickets and reported key KPIs.

Problem Manager

Hexaware Technologies
11.2019 - 05.2020
  • Handled multiple problems across business units; conducted root cause identification and error tracking.
  • Delivered service improvement plans based on proactive analysis and incident trends.

Incident & Problem Manager

Nokia Networks (via UST Global)
02.2018 - 11.2019
  • Developed automation solutions for major incident notifications and process improvements.
  • Conducted cross-functional RCAs, implemented preventive measures, and tracked improvement outcomes.

Associate – Incident & Problem Management

Indus Towers (via Quess Corp)
10.2016 - 02.2018
  • Led root cause investigations for chronic outages (2G/3G/4G); drove long-term remediation with RAN and infrastructure teams.
  • Produced and presented post-mortem reports with actionable insights.

Education

Bachelor of Engineering - Electronics & Communication

Chendu College of Engineering & Technology
01.2012 - 01.2016

Skills

  • Problem & Incident Management (ITIL V4)
  • RCA
  • Trend & Pareto Analysis
  • Proactive Problem Detection

Certification

ITIL 4 Foundation Certified

Technical Tools

  • ServiceNow
  • SM9
  • BMC Remedy
  • IFMS
  • TEMIP
  • IRIS
  • Grafana
  • MyWFM

Personal Information

Passport Number: S4915811

Timeline

Lead Infrastructure Specialist – Problem Management

Kyndryl Solutions Pvt. Ltd.
07.2022 - Current

Problem Manager

Verizon (via Infinite Computer Solutions)
07.2021 - 06.2022

Problem Manager

IBM (via CBSI Pvt. Ltd.)
06.2020 - 07.2021

Problem Manager

Hexaware Technologies
11.2019 - 05.2020

Incident & Problem Manager

Nokia Networks (via UST Global)
02.2018 - 11.2019

Associate – Incident & Problem Management

Indus Towers (via Quess Corp)
10.2016 - 02.2018

Bachelor of Engineering - Electronics & Communication

Chendu College of Engineering & Technology
01.2012 - 01.2016

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MOHAMMED ABRAR AHMED