SYED MUSTAFA ALI
IT Service Management (ITSM) Professional | Incident & Problem Manager
New Delhi,DL
Summary
Highly skilled IT Service Management (ITSM) professional with over 7 years of experience specializing in Incident, Change, and Problem Management across dynamic, high-pressure enterprise environments. Proficient in leveraging ITIL v4 frameworks to drive operational excellence, minimize service disruptions, and optimize process efficiency. Proven track record in producing data-driven reports and dashboards to enable strategic decision-making and ensure 100% compliance with organizational Service Level Agreements (SLAs).
Overview
9
9
years of professional experience
Work History
Incident Manager (Senior Support Engineer)
Bold Technologies
Noida
08.2022 - Current
- Operational Excellence: Spearhead end-to-end Incident Management processes for critical business services, successfully reducing system downtime by 30% through improved response protocols.
- Strategic Governance: Direct Change and Problem Management operations, ensuring seamless service transitions and proactively mitigating risks via deep-dive Root Cause Analysis (RCA).
- Data-Driven Insights: Design and deliver sophisticated Power BI/Tableau dashboards for executive leadership, enhancing operational transparency and aligning IT performance with business goals.
- Process Automation: Championed the introduction of workflow automation and tool optimizations (ServiceNow/Jira), resulting in a 20% increase in team efficiency.
- Leadership: Provide continuous mentorship and ITIL-based training to junior engineers, fostering a high-performance, knowledge-sharing culture.
Incident Management Specialist
HCL Technologies
Noida
01.2019 - 08.2022
- SLA Management: Consistently exceeded service quality targets by diligently monitoring incident queues and prioritizing high-impact tickets.
- Tool Advocacy: Acted as a Subject Matter Expert (SME) for ITSM tools, driving organization-wide adoption and ensuring standardized usage across global teams.
- Protocol Development: Streamlined incident response times by developing comprehensive standard operating procedures (SOPs) and incident management protocols.
- Cross-Functional Coordination: Reduced mean time to resolve (MTTR) by coordinating effectively between DevOps, Infrastructure, and Security teams during Major Incidents.
- Continuous Improvement: Maintained a knowledge base of emerging IT threats and trends to refine internal processes and audit readiness.
IT Operations Analyst
Accenture
Gurgaon
09.2017 - 01.2019
- Systems Optimization: Improved overall system performance through proactive monitoring and technical troubleshooting of enterprise applications.
- Deployment Support: Managed application upgrades by conducting rigorous UAT (User Acceptance Testing), identifying critical bugs, and collaborating with developers for hotfixes.
- Efficiency Gains: Introduced Python-based scripts and automation tools to handle routine maintenance tasks, significantly reducing manual effort.
- Security Compliance: Conducted regular vulnerability assessments and implemented remediation measures to strengthen network security posture.
Education
Bachelor of Commerce - Distinction
Indira Gandhi National Open University
01.2017
ITIL v4 Foundation Certified - undefined
01.2017
Skills
- ITIL v4 Implementation
- Root Cause Analysis (RCA)
- Change Advisory Board (CAB) Leadership
- Major Incident Management (MIM)
- Risk Mitigation
- SLA Monitoring & Compliance
- ServiceNow
- BMC Remedy
- Jira
- Cherwell
- AWS
- Azure Fundamentals
- Power BI
- Tableau
- Advanced Excel
- Workflow Automation
- Stakeholder Management
- Cross-functional Collaboration
- Team Mentorship & Training
Timeline
Incident Manager (Senior Support Engineer)
Bold Technologies
08.2022 - Current
Incident Management Specialist
HCL Technologies
01.2019 - 08.2022
IT Operations Analyst
Accenture
09.2017 - 01.2019
Bachelor of Commerce - Distinction
Indira Gandhi National Open University