SULEMAN ISMAIL SHAIKH
Incident & Problem Management Specialist
Pune
Summary
Results-driven Incident and Problem Management Specialist with over 9 years of experience leading high-stakes P1/P2 Major Incident response efforts, facilitating effective root cause analysis, and coordinating global technical teams to enhance service reliability. Proven track record of significantly reducing mean time to resolution (MTTR) while fostering strong stakeholder communication and collaboration. Expertise in implementing robust Problem Management practices that proactively prevent recurring issues, ensuring seamless operations and improved service delivery. Committed to leveraging analytical skills and industry knowledge to drive continuous improvement in incident management processes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Incident & Problem Management Specialist
MoneyGram
09.2024 - Current
- Led end-to-end Major Incident Management (P1/P2), ensuring rapid service restoration and executive-level communications.
- Acted as a single point of coordination between the application, infrastructure, vendor, and business teams during critical outages.
- Owned the Problem Management lifecycle from detection to closure, driving permanent corrective, and preventive actions.
- Facilitated post-incident reviews (PIRs), and ensured actionable RCA outcomes were tracked to completion.
- Implemented proactive problem identification through trend analysis and recurring incident analysis.
- Improved MTTR and service stability by optimizing escalation paths and on-call engagement models.
- Maintained and governed the KEDB, enabling faster incident resolution and improved first-time fix rates.
- Ensured ITIL process compliance across Incident and Problem workflows, audits, and reporting.
- Delivered clear, timely stakeholder communications, including leadership updates during high-severity incidents.
- Collaborated with the Change and Release teams to reduce incident recurrence by validating fixes before the production rollout.
Consultant (Major Incident Manager)
Capgemini
07.2018 - 08.2024
- Led P1/P2 Major Incident Management, coordinating global MIM bridges for rapid service restoration.
- Managed over 300 high-severity incidents annually, with 98–99% SLA adherence.
- Coordinated cross-functional teams (application, infrastructure, vendor) during critical outages.
- Delivered real-time outage and stakeholder communications during major incidents.
- Conducted incident audits and quality reviews to ensure ITIL compliance and process compliance.
- Facilitated post-incident reviews (PIRs), and tracked corrective actions to closure.
- Reduced recurring incidents by 12–15% through trend analysis and problem identification.
- Standardized bridge call governance and communication templates to improve efficiency.
- Trained and mentored over 20 L1/L2 engineers, improving triage accuracy and quality scores.
- Maintained incident metrics, dashboards, and reports to support continual service improvement.
Senior Technical Support Engineer
Infosys
03.2015 - 06.2018
- Led major incident bridge calls, coordinating L2, L3 teams, and vendors to restore services quickly.
- Performed incident triage, impact analysis, and escalation for high-severity issues.
- Delivered post-incident reviews (PIRs) with corrective and preventive actions to reduce recurrence.
- Provided L1 technical support for global SaaS clients, resolving incidents within SLA targets.
- Escalated complex issues to development teams, with detailed logs and technical analysis.
- Created and maintained knowledge base documentation to improve first-call resolution and support efficiency.
Education
Bachelor of Computer Science -
Dr. Babasaheb Ambedkar Marathwada University
AurangabadSkills
Major Incident Management
Problem Management
Root Cause Analysis
ServiceNow (SNOW)
Stakeholder Communication
SLA & Escalations
Trend Analysis
Monitoring
Crisis Leadership
ServiceNow
Certification
ITIL v4 Foundation
Timeline
Incident & Problem Management Specialist
MoneyGram
09.2024 - Current
Consultant (Major Incident Manager)
Capgemini
07.2018 - 08.2024
Senior Technical Support Engineer
Infosys
03.2015 - 06.2018
Bachelor of Computer Science -
Dr. Babasaheb Ambedkar Marathwada University