Syed Mustafa Ali
New Delhi,DL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Incident manager position. Ready to help team achieve company goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Support Engineer
Bold
08.2022 - Current
Rapid Response Hero
- Immediate Action: Act swiftly to address and resolve critical incidents, minimizing downtime and ensuring business continuity.
- Clear Coordination: Facilitate effective communication between stakeholders, providing timely updates and ensuring everyone is on the same page.
- Thorough Analysis: Investigate incidents to identify root causes, preventing future occurrences and improving system reliability.
- Proactive Planning: Develop and implement incident management strategies, ensuring the organization is well-prepared for potential crises.
- Customer Focus: Prioritize customer satisfaction by ensuring incidents are resolved efficiently and effectively, maintaining trust and confidence.
Incident Management Specialist
HCL Technologies
01.2019 - 08.2022
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Championed the use of incident management tools, driving adoption and ensuring consistent usage across teams.
- Streamlined incident response processes by developing and implementing effective incident management protocols.
- Trained new team members on incident management procedures, ensuring consistent application of best practices across the organization.
- Reduced incident resolution time with efficient coordination of cross-functional teams and timely communication.
- Maintained a comprehensive knowledge of emerging threats and trends in Incident Management, applying insights to continually refine organizational processes.
- Established strong relationships with internal and external partners, fostering collaboration during major incidents resolution efforts.
IT Operations Analyst
Accenture
09.2017 - 11.2017
- Supported application upgrades by thoroughly testing new features, identifying bugs, and collaborating with developers for timely resolutions.
- Improved system performance through proactive identification and resolution of technical issues.
- Streamlined workflows with the introduction of automation tools and scripts for routine tasks.
- Strengthened network security by conducting regular vulnerability assessments and recommending appropriate remediation measures.
Senior Executive
Aegis BPO
06.2015 - 04.2016
- Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Negotiated favorable contract terms with vendors, leading to significant cost savings while maintaining product quality and timely delivery.
Education
Bachelor of Arts -
Indra Gandhi National Open University
Delhi01.2017
Skills
- Customer Support
- Security Protocols
- Application support
- ITIL Knowledge
- Information Security Policies
- Security Information and Event Management
- Data Loss Prevention
- Compliance Management
- Incident Response Planning
- Disaster Recovery
- Training and Awareness
- Security operations center management
- Problem-Solving
Certification
- ITIL V4 certified
Timeline
Senior Support Engineer
Bold
08.2022 - Current
Incident Management Specialist
HCL Technologies
01.2019 - 08.2022
IT Operations Analyst
Accenture
09.2017 - 11.2017
Senior Executive
Aegis BPO
06.2015 - 04.2016
Bachelor of Arts -
Indra Gandhi National Open University
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