Hi, I’m
SYED SHAMEEL
BANGALORE
Summary
With over 15 years of experience at Hewlett-Packard, Thomson Reuters, Bristlecone India PVT Ltd, SAP Labs India Pvt. Ltd, and Accenture India PVT Ltd, I have excelled as a Senior Consultant specializing in Customer Service, Team Coordination, and Technical Support. During tenure at these prestigious organizations, I have developed expertise in Incident Management, Major Incident Management, Critical Incident Management, Problem Management, Root Cause Management, and Change Management. My exceptional communication and interpersonal skills have been instrumental in resolving complex networking, hardware, and software issues. I am also proficient in ticketing tools such as HP Service Manager, Jira, and Service Now (SNOW).
Overview
16
years of professional experience
1
Certification
Work History
Accenture Technology Solutions
Service Management Senior Analyst
10.2019 - Current
Job overview
- Currently working as Service management Senior Analyst (Critical / Major Incident Management), Project: SAP Human Capital Management (HCM) Cloud Operations
- Responsible for handling HCM (Human Capital management) applications their high severity incidents & Case Escalations and driving them to the closure
- Acknowledging and addressing the critical customer's escalation reported by Partners
- Ensures that incident routing does not meet bottlenecks and that appropriate resources have been engaged to effectively investigate and diagnose critical or major incidents
- Understands SLA requirements and works to ensure those requirements are met when possible
- Aggressively and confidently drive Priority 1-SEV1, Priority2, SEV2 and Priority 3 and priority and conference calls with the management, internal support teams, partners and Vendors
- Documents call activity; technical analysis; technical processes and procedures
- Provides timely update to upper management, Executive group members and to the Partners on all priority incidents
- Updates includes Incident start/end time, datacenter Impacted, Module or product Impacted, incident descriptions, executive summaries, detailed timelines, action plans, workarounds and resolution of incidents
- Scheduling Follow Up calls with the required concerned teams or the resolver teams working on the P1 and P2 issues
- Monitoring Pingdom, Ops360 and Zabbix tools where we get alerts for the issues for different Datacenters
- Responsible for delivering Incident Management Key Reports: Daily situation Report, Weekly Outage Summary Report, MTTR (Mean Time to resolve) Report, Incident impact assessment report and Incident exception reports, Major Incident report, Customer Product support (CPS) Report
- Developed and document several Incident Management process models for the role of Incident Manager
- Monitoring Pingdom, Ops360 and Zabbix tools where we get alerts for the issues for different Datacenters
- Sending Minutes of Meetings for the priority 3 and Priority 4 incidents
- Documenting the P1, P2, P3 and P4 tickets with the complete conference call details on timely manner and updating the outage and Incidents Task details
- Mentoring the new joiners joining the team and providing the training to the new joiners and also providing refresher training to the members of the team.
Thomson Reuters Corporation
Systems Engineer
03.2013 - 06.2015
Job overview
- Worked as Systems Engineer at Thomson Reuters Corporation
- Responsible for being a facilitator between Data center operations and other Business unit driving P1 and P2 incidents to closure within the agreed service Level agreement
- Ensure the deadline for all the major incidents, Mark the major incidents as major in the HP service manager and send service disruption notifications to the managers, operation managers, Business unit and Stakeholders, engage different resolving work groups like networking team, storage teams etc to drive the Major incidents to closure with the SLA
- Good knowledge of Data center operations infrastructure pillars like network, storage windows and management systems, good decent knowledge on networking concepts like routers, firewall, switches and load balancers and connectivity issues
- Maintain and Manage ILC (SERVICE MANAGER (SM9) Incident Management queue) Open Bridge calls immediately when there is an outage involve all config admin groups (owner of the servers), application groups and the affected Business unit who supports the functionality of the servers affected
- Maintain misroute Tracker and to find the reason for the misroute, if the misroute is by the agent error, and check if the incident has been dispatched to the workgroup, and also check if the misroute is because of tool error
- Manage live outages end to end and ensure that all the information is collected from the DCO and other Business unit, coordinate with the relevant resolving workgroups and ensure that the SLA is met, and case is resolved in an efficient way
- Major Incident management process- major incidents coming to the major incidents queue, mark them as P2 Priority as critical functionally is impacted for multiple customers, set up a call with the required teams and check for the business impact and no of customers impacted and inform GCE to roll out customers comms accordingly.
Hewlett Packard
Senior Technical Support Engineer
11.2008 - 12.2012
Job overview
- Worked as Senior Technical Support Engineer at Hewlett Packard
- Responsible for Level 2 Support on all the Incident management activities and incident coordination activities
- An Ad hoc conference call should be organized with the incident management process owner and the workgroup team lead to discuss main issues and the ways to improve ticket flow to reduce delays and bouncing
- Maintain misroute Tracker and to find the reason for the misroute, if the misroute is by the agent error, and check if the incident has been dispatched to the workgroup, and also check if the misroute is because of tool error
- Incident Coordinator and Management-Being a facilitator between Service desk & support teams (Workgroups), Priority one and Priority two Issues escalations, maintain service level agreements
- Manage live outages end to end and ensure that all the information is collected by the data center operations, coordinate with the relevant resolving workgroups and ensure that the SLA is met, and case is resolved in an efficient way.
Education
The New Cambridge High School
SSLC
Bharath Education SocietyBengaluru, India
PUC: Science Education
The HKBK College of EngineeringBengaluru, India
Bachelor of Engineering: Information Science from Information Science
09.2028
Skills
- ITIL Service management
- Incident management
- Problem management
- Knowledge management
- People management skills
- Leadership skills
- Customer service expert
- Problem management activities
- Critical Incident management & Major incident management
- Good understanding of Windows server platform and related technologies
- Excellent communication and interpersonal skills with proven abilities in resolving complex networking, hardware and software related issues
- Well conversant with MS Office Package
Certification
- ITIL Intermediate certified in-Service Operation Module (SO) of ITIL service management life cycle
- Microsoft Certified: Azure Fundamentals
- Certified in ITIL (Information Technology Infrastructure Library) Version 3(ITIL Foundation)
Accomplishments
- Received best Agent award from Hewlett Packard when worked for the HP
- Appointed as a best Process Trainer to provide training to the new joiners and to provide refresher training for the employees if required
Passportplaceofissue
Bangalore
Personal Information
- Passport Number: T9367039
- Passport Date Of Issue: 09/16/19
- Title: Service management Senior Analyst
- Date of Birth: 06/04/1984
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Cricket, Reading newspapers, Novels
I like playing and watching cricket from childhood, I never miss breathtaking and good close matches like matches between India and pakistan, Australia and south Africa, Later on I develop a hobby of Reading newspapers, magazines and novels.
Timeline
Service Management Senior Analyst
Accenture Technology Solutions
10.2019 - Current
Systems Engineer
Thomson Reuters Corporation
03.2013 - 06.2015
Senior Technical Support Engineer
Hewlett Packard
11.2008 - 12.2012
The New Cambridge High School
SSLC
Bharath Education Society
PUC: Science Education
The HKBK College of Engineering
Bachelor of Engineering: Information Science from Information Science
Similar Profiles
Supriya MenthulaSupriya Menthula
NA at Accenture Technology SolutionsNA at Accenture Technology Solutions
Rishi DabeedoyalRishi Dabeedoyal
Software Engineering Associate Manager at Accenture Technology SolutionsSoftware Engineering Associate Manager at Accenture Technology Solutions
SOUMYA SASWAT BEHERASOUMYA SASWAT BEHERA
Quality Engineering Senior Analyst at Accenture Technology SolutionsQuality Engineering Senior Analyst at Accenture Technology Solutions
Kathleen Dempsey BarkerKathleen Dempsey Barker
Sales Director at Accenture Technology SolutionsSales Director at Accenture Technology Solutions
Sangeetha NaikSangeetha Naik
Lead Software Engineer at Wells FargoLead Software Engineer at Wells Fargo