Nadeem Alam Email and Phone Number

Managing high severity incidents (P1&P2 Major Incidents) for mission critical applications.- Responsible to drive the priority incidents towards the solution and ensure business/services are restored back with minimal outage.- Responsible to drive group chats & bridge calls effectively to resolve incidents. - Responsible to send broader audience communication for all Major Incidents.- Use Escalation Matrix appropriately to get appropriate level of focus from technical teams and the management. - Use Escalation Matrix appropriately to get appropriate level of focus from technical teams and the management. - Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of root cause analysis.- Track open Incidents and identifying any that require increased focus to meet committed service levels across business units.- Provided process improvement ideas and created process automation tools using InfoPath.-Work as Network- NOC-Working as part of Global Technical Operations - NOC team and operating in a fast paced,Changing and challenging 24x7 environment.-Troubleshooting complex Enterprise Networks.-Troubleshooting Cisco routers, switches...-Coordinate with leading telecom giants like AT&T, Qwest (Century-Link), Verizon, Coved and Hughes Network Systems for the resolution of issues.-Work on Auto generated and Customer generated Tickets..-Managing the installation, configuration of networking devices.-Monitoring and managing routing protocols like BGP, EIGRP, and OSPF.-Remotely access Customers Router and Switches and perform troubleshooting-Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post-closing incident/root cause analysis.-Creation of Master Trouble Tickets, and Troubleshooting during major outages. Analyzes,

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