I have started my new journey by joining ServiceNow Arabia Ltd in Riyadh.

Handle account based deliverables as per ServiceNow standards. Customer advocate and their first point of contact for priority case based escalations. Take all measures to ensure there is quick response and minimal TTR on cases raised for assigned account.

I handle all Critical incidents related to ServiceNow customer issues and our own infrastructure based issues. Ensure there is an excellent coordination between engaged teams for a quick relief.

I was working as IT Senior Operations Officer with flydubai-IDC. Closely working with monitoring team and other infra technical teams as IDC lead. Handling IPC(Major Incident Management, Problem, Change) responsibilities, and vendor case management. Reports to IT Strategy & governance team in Dubai. Participate in QBR and provide updates on projects, activities delivered from IDC

Responsibilities being in DXC technology: Performed in different roles based on DXC.technology Service Management needs being a skilled resource:1. Major Incident Manager: Being a Major Incident Manager, I handled all the NA region accounts (clients) Major Incidents end to end. Bridge call moderation & coordinating with required technical teams in order to fix the issue. Adhere to notification SLA's. Create process ASI & SOP's. Promoted as PEM for Motorola account to take care of complete Incident Manager, Problem Management & change Management activities. 2. Cloud Infrastructure Services Lead for SAP project: Was given an opportunity to travel to Germany for Services Transition with a team of 3. Being a Key resource reviewed SOW, prepared a project tracker. Helped transition manager in gathering all the required documents and knowledge. Understood the scope of support in detail and prepared Account Specific Instruction guides (per DXC.technology). Conducted a KT to the resources in DXC.technology, India location through web meetings and are prepared for Go Live date. Process knowledge. KPI’s were framed and 9 resources were aligned to deliver the services including myself. Started delivering the responsibilities and played a role of Major Incident Manager role. Awarded as a Star performer in one quarter. After working for 1 year, I was promoted as Operations Lead. I was first point of contact for client escalations and work on quality methods to meet expectations. Prepare Weekly & monthly Dashboard reports and present them to SAP. Ensure the technical teams support SAP all concerns are addressed working with customer in biweekly,monthly, quarterly calls.

Microsoft Operations Center (MOC) deals with end to end network and IT infrastructure services hosted in Microsoft managed data centers worldwide. This project is a collection of various teams like Alarm triage, Service based Incidents and Requests handling team, DNS changes team, Network team, Documentation team and Service on-boarding team. All the alarms captured on alarm console are classified with respective severity (1,2,3,4,5) and are assigned to respective teams to resolve or escalate to service owners based on instructions under troubleshooting guide. Being a operations lead, I am the face of offshore IPC(Incident, Problem, Change) teams in client meetings. Responsibilities:• Pro-active detection of incidents by reviewing flood of alarms on monitoring consoles set up on ODC and escalate to technical teams.• All alarms, issues which lead to outage or a service disruption will be tracked as incidents and are fully logged with date/time. • Closely working with the technical teams and the Crisis Managers (Microsoft FTE’s) to validate all the documented key pointers-Start time of issue, time taken to detect the issue (TTD), time taken to escalate the issue (TTE), resolution, resolved time, time taken to resolve the issue (TTR). • Validate all the Incident Reports sent post Incident resolved by my team.• Represent MOC operations in QBR to Microsoft to present the stats.• Keep tracking the repair items created based on feedback from client on my team member and work them on with proper training plan.• Attending weekly,Monthy,Quarterly meetings with prepared graphs/reports to show the progress in MTTR and Negative feedbacks tracking.

Role and Responsibilities as a Client Support Specialist in AT&T:My role is to engage respective resources on a troubleshooting bridge call to resolve Live Site issues reported or detected for AT&T clients (Blockbuster, Hyatt Hotels, ATG). The guidelines to escalate the issue will be strictly followed before notifying clients about outage. The assistance on issue will be through respective channel partners (platform engineer, Application engineer, database engineer, backup engineer) based on the issue. First level of assistance will be provided by checking the verification plan for particular client as defined by process. Next, initiate a Bridge call and engage respective teams to resolve the issue. This role also involves posting an ichange, per change management process for any deployments and hardware changes in client machines. Coordinating with different teams and getting necessary approvals to proceed with ichange and implement it successfully on time without violating SLA. Contacting client and providing timely updates about the action being taken and make the customer feel comfortable.Achievements in AT&T:• Key resource in handling major network outage incidents as this will impact majority of clients services hosted within a particular Data Center.• Given an opportunity to drive meeting between onshore Operations Manger team and offshore Client support every day at 6:00 PDT to check on loop holes in process and support. Suggest the method to enhance the process and plan for implementation.• Authorized to prepare a daily report on number of incidents handled and send it to project manager with zero errors.• Awarded with AT&T Excellence award in year 2010-2011.

Being a Technical Trainer, my role is to train the newly joined employees in order to assist worldwide HP customers. This position would specifically require the ability to motivate the agents and help them in assisting customers in an efficient way and work in a fast-pace, high-stressed environment with minimal supervision. Duties:• Interacting with client and implementing new strategies to enhance the support provided.• Keep tracking MTTR of incidents handled. Assistance to team in handling complex issues.• Assess and evaluate trainee’s based on performance in training and certify them to work Operations.• Key player in MBR,QBR and annual client meetings in representing the Training/Operations departments.