As a team lead in Major Incident Management and Problem Management, being responsible for crucial for ensuring the stability, resilience, and continuous improvement of IT services within your organization. Major Incident Management (MIM) : Leadership: Provide leadership and direction during major incidents, ensuring swift and effective response to minimize the impact on business operations.Coordination: Coordinate activities across multiple teams, including technical support, operations, and communication, to resolve incidents quickly and efficiently.Incident Response: Lead the response efforts, ensuring proper escalation procedures are followed, and resources are allocated appropriately.Communication: Keep stakeholders informed about the incident status, impact, and resolution progress through timely and accurate communication channels.Post-Incident Review: Conduct thorough reviews of major incidents to identify root causes, lessons learned, and areas for improvement to prevent recurrence.Documentation: Ensure accurate documentation of major incidents, including timelines, actions taken, and resolutions, for future reference and analysis.2. Problem Management:Proactive Analysis: Lead proactive analysis and investigation of recurring incidents and underlying problems to identify root causes and prevent future occurrences.Root Cause Analysis (RCA): Conduct thorough root cause analysis to identify the underlying issues contributing to incidents and formulate effective remediation plans.Collaboration: Collaborate with various teams, including development, operations, and infrastructure, to address systemic issues and implement long-term solutions.In both roles, effective communication, leadership, and collaboration are essential for ensuring the timely resolution of incidents, the identification of underlying problems, and the implementation of preventive measures to enhance IT service quality and reliability.

Compliance Officer: Ensured that the organization's SAM practices comply with relevant laws, regulations, and industry standards. Responsibilities included Monitoring changes in software licensing regulations and compliance requirements, Conducting internal audits and assessments to verify SAM compliance, Implementing controls and processes to mitigate compliance risks.Liaising with legal counsel and regulatory authorities on SAM-related matters.

As a Technical Support Engineer for TTH Client, played crucial role in ensuring that customers or end-users receive prompt and effective assistance with technical issues they encounter. Here are common roles and responsibilities for a Technical Support Engineer:Customer Assistance: Provide technical assistance and support to customers or end-users via phone, email, chat, or in person, guiding them through troubleshooting steps to resolve hardware, software, network, or other technical issues.Issue Diagnosis: Analyze and diagnose technical problems reported by customers, utilizing diagnostic tools, knowledge bases, and troubleshooting techniques to identify root causes and propose solutions.Problem Resolution: Resolve technical issues efficiently and effectively, either by providing step-by-step instructions to customers or by remotely accessing their systems to troubleshoot and fix problems.Ticket Management: Log and track support requests through a ticketing system, ensuring that all reported issues are documented, prioritized, and resolved within predefined service level agreements (SLAs).Escalation Handling: Serve as a point of escalation for complex or unresolved issues, coordinating with other technical teams, engineers, or vendors to escalate problems and ensure timely resolution and customer satisfaction.Product Knowledge: Develop and maintain a deep understanding of the company's products, services, and technologies, including their features, functionalities, configurations, and integration points, to effectively support customers and answer their inquiries.Documentation: Create and update technical documentation, knowledge base articles, FAQs, and troubleshooting guides to capture common issues, best practices, and solutions, enabling self-service support for customers and improving overall support efficiency.

Technical Support: Provided technical assistance to users who are experiencing issues with hardware, software, or other computer systems.Issue Resolution: Diagnosed and troubleshooting technical problems reported by users and resolving them promptly and effectively.Ticket Management: Logging and tracking support requests through a ticketing system, ensuring that all reported issues are addressed in a timely manner and properly documented.Customer Service: Offered excellent customer service by communicating professionally with users, understanding their concerns, and ensuring that they receive the assistance they need.Knowledge Base Management: Maintaining a knowledge base of common issues and their resolutions to enable quick and efficient problem-solving for both users and support staff.User Training and Guidance: Providing guidance and training to users on how to use software applications, troubleshoot common issues, and prevent future problems.Escalation Point: Acting as an escalation point for complex technical issues that cannot be resolved at the first level of support, coordinating with higher-level support teams or vendors as needed.Documentation: Creating and updating documentation such as user guides, troubleshooting procedures, and standard operating procedures to facilitate efficient support processes.Monitoring and Reporting: Monitoring system performance and identifying recurring issues or trends, then generating reports to help management make informed decisions about resource allocation and process improvement.Continuous Improvement: Actively participating in team meetings and training sessions to stay updated on new technologies, best practices, and industry trends, and contributing ideas for improving helpdesk operations and customer satisfaction.Have fulfilled all of the above duties as a responsible and diligent engineer.