MOHAMMED AZMAN - Program Analyst - IT - WNS Global Services

Summary

Dependable and positive professional recognized for strong problem-solving abilities and effective communication skills. Expertise in troubleshooting technical issues and delivering prompt user support in both Windows and Mac OS environments. Committed to enhancing system operations and elevating user satisfaction through innovative solutions and a proactive approach. Proven track record of fostering collaborative relationships that drive efficiency and improve overall performance.

Overview

2

years of professional experience

Work History

Program Analyst - IT

WNS Global Services

08.2023 - Current

Triaged, prioritized, and resolved L1 incidents across endpoints, identity, and collaboration tools; consistently achieved >95% SLA compliance.
Escalated complex issues to second-line teams with complete diagnostic artefacts.
Administered AD/Azure AD (user lifecycle, group policies, Conditional Access, MFA), Microsoft 365 (Teams, SharePoint) and Exchange Online configurations.
Managed Windows/macOS endpoints via Intune/Jamf: compliance baselines, configuration profiles.
Executed Incident and Request workflows (ITIL-aligned); authored RCCA reports.
Created high-quality knowledge articles and SOPs in Confluence; improved first-contact resolution (FCR) by 15% and reduced repeat incidents.
Liaised with third-party vendors for support, and break/fix activities; enforced SLAs and tracked actions via Jira and ServicNow tickets.

Education

Bachelor - Computer Science

Karavali Institute Of Technology

Mangalore, India

06-2023

Skills

Microsoft: Active Directory, Azure AD, Microsoft 365 (Teams, SharePoint, Exchange), SSO & MFA (Conditional Access)

Endpoint Management: Intune (Windows), Jamf (macOS), compliance policies, packaging, configuration profiles

Platforms: Jira, Confluence; Servicenow; Service Desk tooling; log analysis and observability

End-User Support: Windows/macOS support; iOS

Remote Support Tools: MS teams, Tanium

Software Support : Microsoft 365 Suite(Outlook,Teams,Excel,Word,Powerpoint)

Timeline

Program Analyst - IT

WNS Global Services

08.2023 - Current

Bachelor - Computer Science

Karavali Institute Of Technology