Summary
Overview
Work History
Education
Skills
Certification
Software
Interests
Basic knowledge of Azure, AWS and Google cloud platforms.
Timeline
Hi, I’m

SHAHID CHAUHAN

Major Incident Manager
MUMBAI
SHAHID CHAUHAN

Summary

Major Incident and Escalation management analyst with more than 7 years of experience in identifying and coordinating process improvement initiatives that incorporate best practices and standard operating procedures. Skillfully identifies, plans and implements prioritized projects for organizational transformation.Advanced proficiency in Major incident Management, Problem Management, and demonstrated skill in managing and driving multiple tasks with minimal supervision

Overview

7
years of professional experience
4
Certifications
2
Languages

Work History

Snowflake
Pune

Senior Incident and Escalation Manager
10.2022 - Current

Job overview

  • Coordinating efforts to resolve critical customer issues, major interruptions, and client-impacting events
  • Collaborate with Snowflake on-call engineers, and monitor online activity data for multiple Snowflake Services to identify service disruptions.
  • Develop strong partnerships internally with Sales, Services, Support, and Engineering
  • Work with a global mindset as part of a team of Cloud Service Management team (Problem Mgmt, Escalation Mgmt, Major Incident Mgmt)
  • Demonstrate strong judgment regarding incident management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives
  • Partnering with Engineering and Product Management on the resolution of major incidents that impact our customers.
  • Managing customer-facing communications for incidents, explaining the details of disruption, the impact on customer applications, and how we are working towards a resolution
  • Effectively drive for required solutions to provide the best customer experience. Excellent communication skills, both verbal and written.
  • Proved successful working within tight deadlines and a fast-paced environment.

Capgemini
Mumbai

Senior ITSM Consultant & Shift lead
09.2021 - 09.2022

Job overview

  • Incident management and change management process review and suggest the improvements in the current process
  • Drive Incident Management, Change Management, Problem, Management processes
  • Delivering strategic direction for improved IT-managed services
  • Chair and contribute to Problem & Change authority board review meetings (CAB & CRB) calls
  • Ensure information regarding changes is communicated to the customer about the change impact, downtimes, and change implementation status.
  • Review the historical incident data; develop repeat call analysis to reduce incidents.

Teleperformance
Mumbai

Incident Management Specialist
12.2020 - 08.2021

Job overview

  • Work with other teams to identify improvement opportunities
    and ensure the end-to-end success of the Incident Management
    process.
  • Creates incident-related performance analysis and reporting
    for review by IT management.
  • Responsible for the lifecycle of the incident from initial notifications
    to resolution and provide Root Cause Analysis.
  • Controlling the work of engineering and other support
    making recommendations for improvement, development and
    maintaining the incident management system.
  • Ensuring the CSD meets required Service level agreements.
    Manage, monitor and where possible ensure Problems and
    Major Incidents are permanently fixed (including identifying,
    recording and allocation of Problems/Major Incidents to the
    relevant Resolver Group).

Tata consultancy services
Mumbai

Information security analyst
10.2018 - 12.2020

Job overview

  • Work with other teams to identify improvement opportunities and ensure the end-to-end success of the Incident Management process.
  • Creates incident-related performance analysis and reporting for review by IT management
  • Responsible for the lifecycle of incidents from initial notifications to resolution and providing Root Cause Analysis
  • Controlling the work of engineering and other support, making recommendations for improvement, developing and maintaining the incident management system
  • Manage, monitor, and, where possible, ensure Problems and
  • Major Incidents are permanently fixed (including identifying, recording, and allocating Problems/Major Incidents to the relevant Resolver Group.
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow, and overall business growth
  • Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements to meet SLAs.


Syndrome technologies Pvt ltd

Network engineer
01.2016 - 10.2018

Job overview

  • Managed the design, installation, and management of organization-wide local area network, wide area network, network segment, and internet system
  • Optimize network performance and reliability by maintaining hardware and software, analyzing technical issues, and ensuring availability to system users
  • Implement effective security measures to protect data, software, and hardware
  • Deliver Tier 1 network ticketing support to resolve all issues for 500+ users
  • Resolved problems, improved operations and provided exceptional service
  • Awarded Employee of the year for consecutive years in journey with Syndrome technologies.

Education

Mumbai university

Bachelor of engineering from electronics and telecommunication

University Overview

Efficient in Team Leading, Risk management, Conflict Management, Conflict Resolution, Stakeholder Management. Technical troubleshooting 100% Process Improvement analysis 100% Logical analysis 80% Business analysis 80% Customer call handling skills 100% Test case writing 80% Defect Management 100% Defect analysis 100

Skills

    ITSM

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Certification

ITIL V4 FOUNDATION

Software

Azure

AWS

Network

Interests

Basketball

Cricket

Writing

Basic knowledge of Azure, AWS and Google cloud platforms.

Basic knowledge of Azure, AWS and Google cloud platforms.

Working with Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), or a private cloud environment.

Support and/or Support Services related experience with a proven track record of delivering business value and improvement.

Timeline

Senior Incident and Escalation Manager
Snowflake
10.2022 - Current
Senior ITSM Consultant & Shift lead
Capgemini
09.2021 - 09.2022
Incident Management Specialist
Teleperformance
12.2020 - 08.2021
Information security analyst
Tata consultancy services
10.2018 - 12.2020
Network engineer
Syndrome technologies Pvt ltd
01.2016 - 10.2018
Mumbai university
Bachelor of engineering from electronics and telecommunication
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SHAHID CHAUHANMajor Incident Manager