Mohammed Isaqh Shaik

• Led Problem Management lifecycle for recurring and high-impact incidents across infrastructure and application services.
• Performed a detailed Root Cause Analysis (RCA) using the 5 Whys to identify underlying causes and prevent incident recurrence.
• Conducted incident trend analysis to proactively identify recurring issues, and raised formal problem records in ServiceNow.
• Linked incidents to problems, ensuring accurate categorization, prioritization, and documentation within the ITSM tool.
• Led Problem Review Board (PRB) meetings, coordinating with L2, L3 support teams, vendors, and business stakeholders to track corrective actions.
• Ensured timely closure of problems with permanent fixes or approved workarounds, resulting in reduced repeat incidents.
• Maintained and regularly updated the Known Error Database (KEDB) to support the Service Desk and L2/L3 technical teams.
• Prepared and shared problem metrics, RCA reports, and management dashboards for leadership and governance reviews.

Key Achievements.

• Reduced repeat incidents by driving permanent fixes through proactive problem identification and effective RCA practices.

• Managed end-to-end Major Incident lifecycle for high-severity (P1/P2) incidents, ensuring rapid restoration of critical business services and minimizing operational downtime.
• Served as Single Point of Contact (SPOC) during major outages, coordinating application, infrastructure, network, vendor, and business teams to streamline resolution efforts.
• Led incident bridge calls with clear ownership and prioritization, achieving a 40% reduction in MTTR and improved overall service continuity.
• Minimized business impact and protected over $150K in revenue through faster service restoration and proactive incident escalation.
• Maintained 99% SLA compliance for incident acknowledgment and ensured bridge call initiation within 30-minute MTTP for P1/P2 incidents, enhancing responsiveness and reliability.
• Delivered timely executive-level communications, including incident updates, resolution summaries, and impact reports, resulting in zero escalations and high stakeholder satisfaction.
• Conducted Post-Incident Reviews (PIRs) and implemented actionable process improvements, preventing recurring critical incidents.
• Collaborated with Change Management to review high-risk changes, track overdue changes, schedule and coordinate CAB meetings, and deliver CAB summaries, ensuring smooth, incident-free deployments and adherence to ITIL processes.
• Developed and enhanced ServiceNow dashboards, process cheat sheets, and MIM processes, improving operational efficiency and incident visibility.
• Led service operations by managing ADO User stories and tasks, creating dashboards, coaching the team, and implementing capacity planning and Scrum practices, driving improved service delivery and operational efficiency.
• Enhanced team performance by providing regular coaching, training, and feedback, fostering accountability, ownership, and proactive incident handling.
• Promoted accountability within the team, strengthening ownership of critical issues and driving measurable service improvements.

• Trained and worked in Cloud Infrastructure and IT Operations, covering Windows Server 2016 administration, RHEL 7 management, networking fundamentals (Cisco Routing and Switching), virtualization, and PowerShell scripting.
• Supported enterprise cloud operations by managing commissioning, decommissioning, monitoring, and patching of Virtual Desktop Instances (VDI) to ensure business continuity and system availability.
• Administered Windows servers, performing monthly patching cycles, proactive monitoring, and issue resolution to maximize uptime.
• Managed Active Directory (AD) user and group administration, shared network drive creation, and access permission management.
• Worked on AWS services, including EC2, EBS, Lambda, and CloudWatch, for server monitoring, automation, and resource optimization.
• Completed ITIL 4 Foundation training, aligning operational support with ITIL best practices.
• AWS Certified Cloud Practitioner (CLF-C02), foundational knowledge of AWS cloud concepts, security, pricing models, and core AWS services, understanding of the shared responsibility model, IAM, and basic cloud architecture.