Mohd Amir Email & Phone Number

Lucknow, Up, In

Noida, Uttar Pradesh, India

• Lead the end-to-end resolution of major incidents (P1 and P2), coordinating with cross-functional teams to ensure rapid services restoration and minimal business impact.• Conduct post-incident reviews (PIRs) to evaluate incident response effectiveness, identifying gaps and opportunities for process optimization.• Monitoring Website Performance using tools like Grafana, Kibana, NewRelic, Datadog, and Akamai.• Proactive Issue Detection through dashboards and alerts in Grafana, NewRelic, and Datadog.• Real-time Alerts Management via Slack and ServiceNow to respond to critical performance and security issues.• Incident Logging and Tracking in Jira or ServiceNow, documenting incident details and progress.• Incident Diagnosis and Root Cause Analysis using logs from Kibana, SQL, Oracle, and other tools.• Cross-functional Coordination with DevOps, infrastructure, and development teams through Slack, Sherpa, and Jira.• Escalation Handling for high-priority incidents via ServiceNow and Jira, engaging senior leadership as needed.• Communication with Stakeholders using Slack and email to provide timely updates on incident impact and resolution.• Post-Incident Review and Reporting using data from NewRelic, Kibana, and Oracle.• Service Level Agreement (SLA) Management by tracking and improving incident resolution times through ServiceNow and Jira.• Daily, Weekly, and Monthly Reporting of website performance and incidents, including trend analysis and synopses using Grafana, SQL, and Oracle.• Maintain Incident Tracker in Jira or ServiceNow, documenting impact, resolution steps, and follow-up actions.• Change Management Participation to assess risks during website updates, tracked via ServiceNow or Jira.• Continuous Improvement and Tool Optimization for Datadog, NewRelic, Akamai, and Sherpa to improve monitoring and incident response.• Ensure Compliance with Industry Standards and best practices in incident management, using frameworks like ITIL.

Lucknow, Uttar Pradesh, India

• Currently responsible for overseeing the Integrated Command Center operations and managing major incidents for customers of MKS Instruments.• Monitoring real-time performance of Servers and Networks of MKS Inst and also involved in incident response situations on daily basis, identifying potential impacts.• Proficiently managed and coordinated the response to major incidents, ensuring swift resolution and minimal disruption to business operations.• Working as the central point of contact for all major incident-related communications and updates, ensuring seamless information flow and e cient incident management.• Effectively communicated incident details, progress, and resolutions to a diverse range of stakeholders, including senior management, IT teams, and impacted business units, maintaining clear and consistent communication throughout the incident lifecycle.• Compiled comprehensive post-incident reports, analyzing incidents and providing valuable insights and recommendations for preventive measures.• Participate in on-call rotations or emergency response teams to ensure 24/7 coverage for major incidents and always prepared to respond to incidents during non-business hours.• Responsible for post-major issue resolution activities and creating essential reports such as Problem Records, Problem Tasks, and Root Cause Analysis (RCA) reports.• Acquired comprehensive knowledge of change management within the Infrastructure Division, including various change types such as Standard Change, Normal Change, Emergency Change, and Expedited Change, following ITIL best practices.• Currently serving as a Shift Lead responsible for the Major Incident and Integrated Command Center

Lucknow, Uttar Pradesh, India

• Conducted outbound phone calls to international prospects (U.K Clients), effectively introducing and promoting life insurance, funeral plan products and services.• Successfully promoted life insurance and funeral plan products by harnessing the U.K.-based client database provided by the organization, employing effective lead generation techniques to achieve sales objectives.• Strategically developed and diligently maintained a robust pipeline of potential international clients to ensure a consistent flow of prospects.• Expertly customized insurance solutions tailored to each client's specific circumstances and financial needs, ensuring comprehensive coverage and personalized service.• Committed to staying current on industry trends, international insurance regulations, and product knowledge through ongoing training and education initiatives, ensuring up-to-date expertise.• Effectively set and diligently worked toward achieving sales targets and goals as outlined by the insurance company, consistently demonstrating a results-driven approach.• Promoted to the role of Sr Financial advisor with responsibility for training and mentoring new team members in the implementation of effective lead generation techniques and sales conversion strategies

Lucknow, Uttar Pradesh, India

• Developed and nurtured strong relationships with high-net-worth clients.• Gained a deep understanding of clients' financial goals, needs, and preferences to provide customized solutions.• Provided comprehensive wealth management expertise, covering investment, retirement, estate planning, and tax strategies.• Offered a diverse range of financial products and services, including private banking, investment advisory, and wealth preservation solutions.• Conducted in-depth client education sessions on various financial options, highlighting potential risks and opportunities to enable informed decision-making.

Lucknow, Uttar Pradesh, India

•Quickly identifying and classifying major incidents that have the potential to disrupt business operations. This could include system outages, data breaches, security threats, or other significant disruptions.•Leading or participating in a coordinated response to major incidents. This involves assembling a response team, defining incident response procedures, and executing them to mitigate the impact of the incident.•Maintaining effective communication with relevant stakeholders, including management, employees, customers, and external partners. Providing clear and timely updates on the incident's status, impact, and resolution progress.•Escalating incidents to higher levels of management or specialized teams as necessary. Ensuring that the appropriate personnel are engaged to address the incident efficiently.•Overseeing and coordinating the efforts to resolve the major incident. This includes delegating tasks, monitoring progress, and ensuring that the incident is resolved as quickly as possible.•Thoroughly documenting all aspects of the incident, including its impact, the response process, actions taken, and lessons learned. This documentation is essential for post-incident analysis and improvement•Conducting a post-incident analysis to identify root causes, weaknesses in the incident response process, and opportunities for improvement. Implementing changes to prevent similar incidents in the future•Received the prestigious HCL Outstanding Infinity Award for consecutively achieving the top appraisal rating in FY 2018 and 2019

Lucknow, Uttar Pradesh, India

• Provided exceptional customer service to Airtel DTH customer with courteous, patient, and empathetic.• Addressed customer query, request and complaints with a strong focus on prompt and e cient solutions.• Maintained records of customer interactions with accurate documentation and e cient access to relevant information.• Provided technical support to resolve customer issues and consistently handled complaints with a high degree of professionalism.• Consistently met and exceeded call center quality and performance metrics.• Upheld a professional demeanor in interactions with colleagues, team leaders, and management, fostering a positive work environment and effective collaboration.