Syed Shakeel Ahmed

Work History

Incident and Problem Manager (Technical Specialist)

HCL Technologies Limited

09.2022 - Current

Managed and coordinated Disaster Recovery exercises from HCL's perspective
Held responsibility for managing incidents of varying severity levels throughout their entire life cycle, ensuring adherence to resolution and restoration SLAs
Prepared various reports including Incident trend analysis, SLA reports, and process-related documents to facilitate coordination for incidents requiring multi-vendor engagement
Initiated escalations to third-party vendors for specified incidents and conducted incident trend analysis within supported production environments
Proactively followed up on incidents not meeting quality standards to prevent recurrence and initiated problem management processes when necessary
Ensured incident routing efficiency and appropriate resource engagement for critical incidents, mitigating bottlenecks in process
Comprehensively understood SLA requirements and worked towards meeting them whenever possible
Facilitated conference calls with customers, internal teams, and third-party vendors to address incident-related issues
Produced executive summaries for Severity 1, Severity 2, and Severity 3 incidents based on business requirements, conducting Start of Day (SOD) and End of Day (EOD) calls
Conducted quality audits on incidents of all severities to maintain ticket standards
Executed basic problem management tasks such as follow-up on open problem tickets and scheduling calls with relevant parties to effectively resolve problems
Applied structured methodologies and led change management activities within the organization
Evaluated change impacts and completed change management assessments, identifying and analyzing risk mitigation tactics

Service Delivery Coordinator

DXC India Private Limited

04.2022 - 08.2022

Coordinated with the respective SMEs for speedy resolution of the Major Incident
Ensured the Major incident is resolved within the SLAs agreed with the Customer
Perform Quality Checks on all Requests for Change
(RFC’s)
Facilitating training to promote Change Management Service Improvement initiatives targeting the change owner community
Conducts Change Management Service Reviews forum to review overall Change Management performance

Change Analyst

IBM India Private Limited (Kyndryl)

07.2016 - 04.2022

Taken all the preventive actions to minimize the service and business impact in case resolution time seems to be high
Conducted a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed
Ensured that all the resolution procedures are updated in the knowledge database / Work log
Conducted a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future
Ensured that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
Coordinated with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
Provided the periodical (monthly) reports on the overall status of the Major Incident Management Process
Conducted the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents
Analyze and Approve/Reject the Changes as per ITIL policies and procedures for implementing changes to production IT environment, including risk analysis / mitigation, technical documentation, communication plans, implementation / back-out plans, and change calendar
Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes

Technical Support Associate

IBM India Private Limited

09.2009 - 04.2012

Responsible for creation and timely follow up & perform escalation to next level on application issues and all global priority incidents
Responsible for updating Global user community with regards to ongoing global issues with latest updates as available and ETA if any for issue to be resolved
Responsible for handling Supervisory and escalation calls
Responsible for all the SLA and KPI for the process
On weekends as shift in-charge we should be part of Change Window and checking availability of applications after second level is done with implementing a change on applications
Handling calls with the IBM management and also client meeting calls

Summary

Overview

Work History

Incident and Problem Manager (Technical Specialist)

Service Delivery Coordinator

Change Analyst

Technical Support Associate

Education

Bachelor Of Computer Applications - undefined

Master of Business Administration - undefined

Skills

Certification

Toolsexpertise

Timeline

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