Zaki Uddin Syed
ITSM Analyst
Hyderabad
Summary
Highly Skilled and experienced ITSM Analyst expertise in Major Incident Manager and Problem Manager with a proven ability to respond to and resolve critical incidents quickly and efficiently. Skilled in developing and implementing incident management processes to ensure a smooth and successful resolution. Passionate and driven Major Incident Manager with 10+ years of experience in leading cross-functional incident response and risk communication. Highly skilled in translating technical jargon into clear and concise communications, ensuring a prompt and efficient resolution of incidents. Proven track record in process improvement initiatives, realizing significant time and efficiency gains. Strong strategic thinking and problem-solving abilities, demonstrated in successfully managing critical incidents and implementing automation tools.
Overview
11
11
years of professional experience
5
5
Certifications
Work History
ITSM Consultant (IM,PM,CM)
Genpact
05.2023 - Current
- Manage critical incidents(P1,P2) of Otsuka Pharmaceutical company and establish Major incident process to resolve incidents on timely manner
- Coordinate with multiple teams like Functional, Developement, Database, Servicedesk, SCCM, to ensure quick restoration of services.
- To make sure all critical incidents are addressed within SLA response time and sending out timely updates to Stakeholders
- Access business impact and promote valid Major incidents. Engage resolver groups to restore effected services within SLA.
- Manage all support incidents proposed via Service desk or assigned directly to Major incident management queue.
- To chair all Major incident Management process and co-ordinate with all technical teams on bridge call for speedy resolution.
- Follow escalation matrix and engage level 2 and 3 support engineers on bridge call.
- Roll out initial and hourly communication to all stakeholders and keep them informed about incident status.
- Actively Setup Problem meetings post incident is resolved.
- Identify support groups and assign task to publish RCA for Major incident.
- Maintain Known Error database up to date and refer quickly in case of any Major incident.
- Lead governance calls across different departments to reduce incident ageing.
- Present weekly/monthly metrics data to Client and share inputs for process improvement.
- Provide Weekend on-call support during major incidents
- Handle new hire training and manages interviews.
- Prepare team roaster and manage planned and unplanned leaves.
- Participate in change management meetings to ensure the team is aware of all the upcoming changes and their impact.
- Review existing processes and scope of work to bring these processes into line with standard ITSM practice
ITSM Analyst
Accenture Pvt Ltd
12.2017 - 02.2023
- Monitor incidents created by Microsoft Enterprise customers through relevant tools (PCMS, Rave, Service Desk, DFM, Service now).
- Documents key actions and events during conference call with stake holders on P1 incident.
- Respond to all queries about P1 incidents on circle. Inviting suppliers to bridge if required for resolving incident.
- Sending updates hourly or as needed on P1 incident until issue is mitigated.
- Escalate Incident at risk of breaching Service Level Agreement with respective coordinator.
- Notifications to senior leadership of current status of tickets and impact through emails.
- Ensure Critical cases are addressed on high priority by coordinating with stakeholders.
- Ensure all tickets(severity B,C) are moving in healthy manner by engaging different IT teams.
- Post incident resolution perform trending analysis to find root cause and share report with relevant stakeholders.
- Categorize resolution incidents under People, Process and Technology for proactive recommendations and identifying knowledge gaps.
- Sharing case review report and trending report to senior leadership.
- Ensure proper escalation procedures are followed and correct support teams are engaged.
- Perform administrative tasks, creating, deleting Access ID for customers.
- Assist in driving and promoting Service Management best practices in process areas such as Incident, Problem, Change and Vendor Management.
- Work closely with the business and supporting customers from all levels of the organization including senior executives
- A basic understanding of enterprise server/storage/backup/DB/Application solutions supporting a large enterprise environment.
Technical Support Executive
Knoah Solutions.
01.2016 - 05.2017
- Provide technical support for Australian customers, troubleshoot ISP issues.
- Resolved 95% techinical issues on first call.
- Assist customers with Router configurations, raising tickets and scheduling technician visit.
- Escalate complex call to senior executives.
- Assist customers with Payment plans, account status.
- Maintaining common issue database to improve user experience.
Customer Care Executive
Tata Business Support Service Ltd
09.2014 - 07.2015
- Respond to customer calls regarding their D2H(Dish TV) queries.
- Answer 50+ calls on daily basis.
- Schedule Engineer Visit for installation and Demo of D2H connection.
- Troubleshoot Dish TV issues.
- Follow up with Dealers to ensure smooth installing and demo for customers.
- Maintain key parameters and ensure professional throughout call.
- Met all KPI parameters set for individual.
Education
Bachelor of Technology - Electronic And Communication Engineering
Shadan College of Engineering And Technology
Hyderabad10.2014
Board of Intermediate - undefined
Sri Chaitanya Junior College
Hyderabad04.2010
Board of Secondary Education - undefined
S.V Model High School
Hyderabad04.2008
Skills
- ServiceNow
- IT service Management
- Project Management
- Incident Management
- Change Management
- Root cause analysis(RCA)
- Access Management
- Problem Management
- Stakeholder Management
- Problem Solving
- Communication
- People management
Certification
ITIL 4
Timeline
ITSM Consultant (IM,PM,CM)
Genpact
05.2023 - Current
ITSM Analyst
Accenture Pvt Ltd
12.2017 - 02.2023
Technical Support Executive
Knoah Solutions.
01.2016 - 05.2017
Customer Care Executive
Tata Business Support Service Ltd
09.2014 - 07.2015
Bachelor of Technology - Electronic And Communication Engineering
Shadan College of Engineering And Technology
Board of Intermediate - undefined
Sri Chaitanya Junior College
Board of Secondary Education - undefined
S.V Model High School
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