Working as Major Incident Manager with Incident Management Team.Responsible for communicating with the Incident Process Owner.Point of contact for all Major Incidents.To respond to incidents when they occur and take any necessary steps to restore service and return the business to normal operations as quickly as possible. Includes suggested systems, tools, and best practices useful in managing an incident response. Achieve the incident objectives and to address… Show more Working as Major Incident Manager with Incident Management Team.Responsible for communicating with the Incident Process Owner.Point of contact for all Major Incidents.To respond to incidents when they occur and take any necessary steps to restore service and return the business to normal operations as quickly as possible. Includes suggested systems, tools, and best practices useful in managing an incident response. Achieve the incident objectives and to address the three universal incident priorities of life safety, incident stabilization, and preservation of property.Implementing the process and coordinating activities between different team to ensure that they adhere to the agreed service level timeframe agreement. Show less

Mobile Information ProtectionLevel 2 Support and team ManagementLevel 2 Support for PC Backup Tool also known as Connected Backup and Mobile Information Protection.PC Backup tool for multiple clients in various fields ranging from Telecom to Airlines. Supporting multiple servers and locations and around 60k agents. Managed the project single-handedly using the ITIL framework (Incident Management) along with periodic reporting.Upgrading the server software, memory and… Show more Mobile Information ProtectionLevel 2 Support and team ManagementLevel 2 Support for PC Backup Tool also known as Connected Backup and Mobile Information Protection.PC Backup tool for multiple clients in various fields ranging from Telecom to Airlines. Supporting multiple servers and locations and around 60k agents. Managed the project single-handedly using the ITIL framework (Incident Management) along with periodic reporting.Upgrading the server software, memory and health check of the server. Fulfilling ad-hoc requests from various client teams.British Petroleum Non-Technical Incident Queue ManagementThe job involves reporting to the Management for incident management.Requires pulling data dump from Remedy 7.5, and creating reports and adding constructive information, collating the information into pivots and charts then presenting to the management and clients.Being a team of technical processes, I was responsible for the management of SLA for the Project.Categorizing of incidents based on the cause, summary, status, reporting date, last update date of the incidents.Segregating of dump and classifying of tickets, distribution of tickets to the team, and assigning tasks, like assigning tickets, updating, resolving, following up, reassignment.Getting tickets created for the backlog, daily, weekly and monthly backup failures from Backup Failure reports.Handling the sub-team of incident management. Responsible for the management and reporting of the sub-team.Guiding the team in the right direction to meet the SLA. Based on the reports working on the right tickets saving the SLA.Exceeded the target (6 months) of reducing the incident count from 14k to under 4k in under 3 months. Show less

Worked as Incident Manager for Mashreq Bank, Based out of Dubai having multiple branches all over the worldManaging Critical incidents and driving the incidents within the given SLARun Bridge calls and teams chat room for all critical incidents with all required teams and stakeholdersSending Communication emails periodically to stakeholders during a Critical IncidentFollow ITIL procedures for effective quality delivery and ensuring restoration of services as per… Show more Worked as Incident Manager for Mashreq Bank, Based out of Dubai having multiple branches all over the worldManaging Critical incidents and driving the incidents within the given SLARun Bridge calls and teams chat room for all critical incidents with all required teams and stakeholdersSending Communication emails periodically to stakeholders during a Critical IncidentFollow ITIL procedures for effective quality delivery and ensuring restoration of services as per agreed Service level agreementPerforming maker-checker process for each request actionPerform analysis on the backlogs and submit the final report to the clients / leadsWork with the leads to bring those backlogs to closureCreating and distributing notifications about upcoming and ongoing outages to bank-wide and impacted stakeholders Show less