NISAAR AHAMED

Professional Summary

Results-driven Infra Managed Service Specialist with proven expertise in managing large-scale IT infrastructure operations and leading high-performing teams. Demonstrated success in driving operational efficiency, reducing backlog, and improving service delivery through data-driven decision-making. Experienced in handling high-volume environments, stakeholder management, and continuous process improvement.

Key Skills

• IT Infrastructure & Operations Management
• Incident & Service Management (ITIL-Aligned)
• SLA & KPI Management (AHT, CSAT, QA, Backlog)
• Team Leadership & Performance Coaching
• Escalation & Major Incident Handling
• Process Improvement & Automation
• Root Cause Analysis (RCA)
• Stakeholder & Client Communication

Tools & Technologies

• ServiceNow (or similar ITSM tools)
• Microsoft Azure (Cloud Platform)
• Advanced Excel (Reporting & Analysis)
• VBA Macros (Automation & Productivity Improvement)
• Microsoft Teams, Outlook

Professional Experience

Infra Managed Service Specialist / Sr Analyst

Accenture – Intelligent Cloud & Infrastructure (ICI), ATCI Bengaluru

Key Responsibilities:

• Led end-to-end IT operations ensuring consistent SLA adherence across incidents and service requests
• Managed and mentored a team of 40 members, driving performance improvement and productivity
• Handled major incidents and escalations, ensuring quick resolution and minimal business impact
• Oversaw high-volume ticket environments, ensuring operational stability and efficiency
• Collaborated with stakeholders and cross-functional teams to enhance service delivery

Key Achievements:

• Reduced backlog by 25% through structured tracking, prioritization, and team alignment
• Successfully managed large-scale operations with high ticket volumes, ensuring SLA compliance
• Improved overall team performance through continuous coaching and KPI monitoring
• Implemented process improvements leveraging Excel automation and VBA Macros
• Strengthened team efficiency in handling escalations and critical incidents

Certifications

• IaC Academy Foundation
• Advanced Excel & VBA Macros Certification

Additional Highlights

• Proven leadership in large team handling (40+ members)
• Expertise in backlog reduction and workload optimization
• Strong experience in onshore-offshore coordination and stakeholder communication
• Recognized for operational excellence and continuous improvement initiatives
• Analyzed project performance data to identify trends and inform strategic decision-making.

As a Business Process Lead, I was responsible for managing the L2 team and ensuring operational excellence through structured performance management and process oversight. My responsibilities included:

• Team Leadership & Oversight: Directed the L2 team, ensuring alignment with organizational goals and adherence to established processes.
• Performance Management: Monitored and drove KPIs and SLAs, ensuring consistent achievement of service delivery standards.
• Continuous Feedback & Coaching: Provided regular feedback to team members, fostering skill development, accountability, and performance improvement.
• Process Optimization: Identified gaps and implemented process improvements to enhance efficiency and reduce operational risks.
• Issue Resolution: Acted as the escalation point for complex cases, ensuring timely and effective resolution.
• Stakeholder Collaboration: Coordinated with cross-functional teams to align business objectives with operational outcomes.
• Reporting & Insights: Prepared detailed performance reports, highlighting trends, risks, and opportunities for senior management.

As Lead for Workforce Profile Management, I was responsible for managing a team of 15 members supporting Convergys global centers. My role focused on agent profiling, system configuration, and ensuring accurate workforce data management across multiple platforms. Key responsibilities included:

• Team Leadership: Directed and guided a team of 15 associates, ensuring accuracy and timeliness in workforce profiling activities.
• Agent Profiling: Oversaw the onboarding of new hires by configuring their profiles across critical tools and systems.
• System Administration:
  ACD (Telephone ID/TID): Assigned and managed TIDs for new agents to enable call handling.
  IEX (Scheduling Tool): Created and maintained agent schedules to ensure proper workforce allocation.
  CMS (Customer Management System): Assigned skillsets to agents for effective call routing and customer support.
  CRDB (Consolidated Report Database): Profiled agents to enable accurate performance reporting and analytics.
• Operational Accuracy: Ensured seamless integration of agent data across systems to support global operations.
• Performance Reporting: Leveraged CRDB to generate and analyze agent performance reports, providing insights to management.
• Process Compliance: Maintained adherence to organizational standards and ensured data integrity across all workforce management tools.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Proven ability to learn quickly and adapt to new situations.
• Demonstrated respect, friendliness, and willingness to help wherever needed.

• Worked as Escalation Engineer for, Clients at Concentrix (L-Convergys) India Services.
• Trained expertise by Microsoft on doing research in Microsoft Office on Windows\MAC also trained on Windows Operating Systems troubleshooting it’s functions and features.
• Play major role in team by supporting team on all aspects by doing research on various issues raised by Microsoft Clients on every aspect.
• Training new trainees on all Microsoft Office Suites both on Windows and MAC as well as on Windows.
• Sharing knowledge of what is learnt every day to team to improve myself.
• Tracked KPIs and created continuous improvement plans
• Increased customer satisfaction ratings to 98-99%
• Developed and implemented training initiatives for new hires
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
• Patched software and installed new versions to eliminate security problems and protect data
• Configured hardware, devices and software to set up work stations for employees
• Increased sales by educating prospects on benefits of products and services in comparison to competitors
• Carried out day-day-day duties accurately and efficiently
• Exceeded goals through effective task prioritization and great work ethic
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions