Thanveer Ahamed Shaik
Ongole
Summary
Critical incident manager with over 7 years of experience in handling high-severity IT incidents in various enterprise settings. Expertise in leading cross-functional teams to ensure rapid service restoration and minimize downtime. Proficient in ITIL frameworks, stakeholder communication, and conducting post-incident reviews to strengthen operational resilience.
Overview
3
3
Languages
1
1
Certification
13
13
years of professional experience
Work History
Senior Specialist
HCL Technologies
Vijayawada
10.2022 - Current
- Managed critical incidents (P1 and P2), achieving timely resolutions that minimized service disruption.
- Facilitated bridge meetings for escalated incidents, maintaining ownership until resolution.
- Handled incidents from p1 to p4, facilitating collaboration among teams to meet SLA requirements.
- Streamlined processes among technical teams to enhance collaboration and meet client expectations.
- Communicated regularly via email, chat & calls with technical teams & customers during incident resolution.
- Organized cadence meetings to monitor technical teams' productivity and ensure SLA compliance.
- Conducted audits on process quality, assessing productivity scores of team members.
- Led daily operations as shift lead, overseeing team performance and reporting to management.
IT Analyst
Tata Consultancy Services Pvt. Ltd.
Bangalore
10.2017 - 10.2022
- Coordinated resolution of P1 to P4 incidents with L2/L3 technical teams, improving response times through effective control tower notifications.
- Resolved end-user issues within service level agreements, ensuring high customer satisfaction.
- Managed escalations effectively, receiving positive feedback from end users.
- Utilized ITSM tools like ServiceNow for incident management and tracking.
- Gained experience with SCCM and WDS for efficient application deployment. for application deployment and account management tools for user access issues.
- Developed knowledge base articles and trained users on self-service ticket submission via My Digital Workplace.
- Conducted knowledge transfer sessions for new team members on ticketing tools and operational processes, ensuring smooth onboarding and continuity.
- Administered mailbox distribution lists using Hermes tool, streamlining communication channels across teams.
IT System Administrator
Wipro Infotech
Hyderabad
09.2014 - 09.2017
- Resolved technical issues for desktops, laptops, Wi-Fi routers, and printers to maintain operational continuity.
- Provided technical support through calls and emails to address user inquiries and technical challenges.
- Resolved issues reported by end users via remote as well as in-person support.
- Assisted with server end-user session blocking by monitoring user access and ensuring system integrity.
- Monitored NAS drive alerts and managed drive quota allocations using RoboCopy for efficient data transfer.
System Engineer Trainee
Globarena Technologies Pvt. Ltd.
Hyderabad
10.2013 - 05.2014
- Deployed 'E-learning application of Globarena' on engineering college desktops via common server, ensuring accessibility for students and faculty.
- Monitored server alerts for high CPU utilization, storage issues, and patch deployments, maintaining system performance and reliability.
- Played the role of repairing desktops such as formatting, OS installation through network and managed the deployment of OS via WDS.
- Conducted recruitment exams at engineering colleges for Globarena.
Education
Bachelor of Technology - Computer Science Engineering
QIS Institute of Technology
Ongole, Andhra Pradesh08-2008
Board of Intermediate -
Narayana Junior College
Ongole, Andhra Pradesh04-2008
Andhra Pradesh Board of SSC -
Krishna Memorial School
Ongole, Andhra Pradesh04-2006
Skills
- Incident Management Coordination
- Critical incident handling
- Effective incident escalation
- SLA Adherence
- Incident quality assurance
- Technical troubleshooting
- Root-cause analysis
- Process improvement
- Performance enhancement
- Knowledge Base development
- Cross-functional collaboration
- Analytical problem solving
- Team leadership
Languages
- English
- Hindi
- Telugu
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Telugu
Native
Native
Certification
- ITIL V4
- Lean Six Sigma Green Belt
- Lean Six Sigma Yellow Belt
Affiliations
- Volunteer, HCL Foundation Events
- Sparks Member, Passion Clubs, HCL Tech
Timeline
Senior Specialist
HCL Technologies
10.2022 - Current
IT Analyst
Tata Consultancy Services Pvt. Ltd.
10.2017 - 10.2022
IT System Administrator
Wipro Infotech
09.2014 - 09.2017
System Engineer Trainee
Globarena Technologies Pvt. Ltd.
10.2013 - 05.2014
Bachelor of Technology - Computer Science Engineering
QIS Institute of Technology
Board of Intermediate -
Narayana Junior College
Andhra Pradesh Board of SSC -
Krishna Memorial School