Syed Shahid
Infra Managed Service Analyst
Hyderabad
Summary
An ITIL V4 certified experienced professional with a three-year track record in Major incident management and service management. Proven ability to efficiently handle incidents and optimize service delivery. Proficient in orchestrating swift and effective responses to critical incidents, ensuring minimal impact on operations.
Overview
3
3
years of professional experience
8
8
years of post-secondary education
4
4
Certifications
Work History
Infra Managed Service Analyst
Accenture
09.2023 - Current
- Working with a leading IT industry and being a SME, ensuring the below mentioned activities.
- Oversee the performance of Service Availability Analysts (SAAs) and collaborate with Service Availability Managers (SAMs) to facilitate the timely creation and resolution of incidents.
- Responsible for driving, developing, and streamlining incident management processes and Standard Operating Procedures (SOPs).
- Moderate and communicate end-to-end remediation efforts for Major Incidents (P1/P2) to stakeholders, thereby ensuring timely management and agreement to SLAs.
- Assess the impact and urgency of incidents reported via email, call, Microsoft Teams, or Slack channels to determine correct prioritization and advise SAMs accordingly.
- Monitor environment health by leveraging an array of monitoring tools including Splunk, BSM, Dynamic Ticker, and Dynatrace.
- Accountable for consistently evaluating existing processes to best determine and drive more efficient and optimal alternatives.
- Hands-on experience to monitor systems and trends and prevent the occurrence of incidents, problems and errors while improving the overall performance with different monitoring tools such as One-Agent and APM/BSM.
Infra Managed Service Associate
Accenture
05.2022 - 09.2023
- Supervised application environmental health utilizing various tools such as APM, Dynatrace, Splunk, Dynamic Ticker, Big-Panda.
- Enacted troubleshooting steps or worked alongside the Service Availability and Communication Leads and SAMs to resolve or escalate P3 and P4 incidents; concurrently engaged appropriate support teams for impacted applications or services.
- Administered the telephone line fielding calls regarding levels for more than 7,000 properties.
- Tasked to document all remediation efforts, progress, and issues during conference bridges for future reference, and additionally delivered enterprise-level incident communications.
- Performing initial level of troubleshooting on the network issues experienced by properties managed by a Multinational Hospitality Management Company.
- Managed the consumer traffic of production sites by using Linux (Putty) and Akamai control consoles.
- Routing the tickets to appropriate queues post performing initial level of analysis.
- Established incident tickets via ServiceNow (SNOW) to track all Remediation activity and ran through scripted triage for opened incidents based on provided SOPs.
- Skills and tools: IT Service Management - Cloud Technologies - IT Operations-ServiceNow - Splunk-Dynatrace - Big panda - Application Performance Monitoring (APM) – Putty– Akamai console.
Education
MBA - finance
DR. B.R. Ambedkar Institute of Management and Technology
01.2020 - 01.2022
B.Sc. - statistics
KBN college
01.2017 - 01.2020
Intermediate - M.E.C
KBN College
01.2015 - 01.2017
S.S.C. - undefined
Good Citizen high school
01.2014 - 01.2015
Skills
Fundamental knowledge of C and Python
Certification
Certified ITIL 4 Foundation
Interests
Listening to music, Playing Chess and Cricket
Extracurricular
A certification of participation in south zone Inter-University chess tournament.
Disclaimer
I, Syed Shahid, do hereby declare that all the above-mentioned information is true to the best of my knowledge and belief. Place: Hyderabad Date
Timeline
Infra Managed Service Analyst
Accenture
09.2023 - Current
Infra Managed Service Associate
Accenture
05.2022 - 09.2023
MBA - finance
DR. B.R. Ambedkar Institute of Management and Technology
01.2020 - 01.2022
B.Sc. - statistics
KBN college
01.2017 - 01.2020
Intermediate - M.E.C
KBN College
01.2015 - 01.2017
S.S.C. - undefined
Good Citizen high school
01.2014 - 01.2015
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