Siqbath Ali Pattan

Client: Avison Young and Votorantim Cement North America

• Implementing ITIL 4 Service Management best practices, concentrating on Incident, Change & Problem to enhance service delivery
• Coordinating major incident outages with cross-functional teams to ensure timely resolutions and minimize operational disruptions
• Prioritizing team workloads using an established matrix, ensuring accountability for service delivery and SLA adherence
• Providing 24/7 Tier 1 support for urgent incidents and ensuring prompt escalations
• Holding regular escalation calls and meetings to foster strong client relationships and effective communication
• Leading a team of 8 members for Incident, Change & Problem Management
• Trained total of 7 members on Incident, Change, Problem management & auditing process
• Ensuring change auditing processes comply with organizational policies and procedures
• Manage CAB & TAB meetings
• Leading Problem Root Cause Analysis (RCA) initiatives to investigate and close incidents thoroughly
• Auditing tickets to ensure process adherence and driving necessary improvements
• Engaging stakeholders to create visually compelling presentations for effective communication of data insights
• Achieving a 98% SLA compliance rate for high-priority incident resolution through proactive management and reporting

Client: Husky Energy (Cenovus)

• Applying ITIL 4 principles to improve service delivery and operational efficiency across teams
• Managing high-priority incidents with 24/7 support, maintaining a monthly SLA compliance rate of 97%
• Conducting regular client meetings to review performance metrics, address concerns, and align with service expectations
• Administering the Change Advisory Board (CAB) process, evaluating change requests with proper documentation and approval
• Implementing cost-saving measures resulting in a monthly savings of CAD 5,000 for the client
• Leading Problem Root Cause Analysis (RCA) initiatives to investigate and close incidents thoroughly
• Attaining a 95% customer satisfaction rating through effective incident management and proactive communication
• Performing thorough audits of incident management processes, identifying areas for enhancement and implementing solutions
• Testing catalog requests in staging environments for functionality and reliability before production deployment

Client: Ericsson IT

• Providing 24/7 support for urgent incidents, ensuring swift resolution and minimal downtime for critical services
• Proactively monitoring critical servers, URLs, and SAP applications to identify potential issues and initiate incident reports
• Developing JSP pages to track incidents and enhance communication among internal teams
• Raising incidents proactively when threshold values of business-critical applications were breached, averting more significant issues
• Administering the Change Advisory Board (CAB) process, evaluating change requests with proper documentation and approval
• Leading Problem Root Cause Analysis (RCA) initiatives to investigate and close incidents thoroughly
• Preparing daily health reports for critical applications to provide insights into system performance and availability to stakeholders
• Collaborating with IT and business leadership to prioritize and resolve issues effectively