Salman Malik Email & Phone Number

Bengaluru, Karnataka, India

• As a Service Management Governance Lead working on Implementation of ITIL framework and ITSM SNOW modules in the Incident Management process and correlation with other processes.
• Pivotal in on-boarding new services into incident management process and worked with top executives in delivering service review reports.
• Defining the ways of working for the multi-vendor delivery teams. SLA management / closely work with technology leads/teams to ensure no penalty on contractual SLA’s.
• Specialized in ITIL framework implementation aimed at maturing IT operations. Transitioned IT operations of many clients which includes the functional units like Global Command Center, Network Operations Center, and IT.
• Governing the service management process and providing process improvement steps.
• Responsible for process enhancement by calibrating with different service line managers.

Bengaluru, Karnataka, India

• Responsible for managing Major and Critical (P1 & P2) incidents for an external client.
• Responsible for Bridge Management, Escalations and Client / Leadership Notifications.
• Following up with Change Management team for change approvals and DC outages and with Application teams for updates on Incidents.
• Working on escalations to quickly assess the business impact on the customers and establish that the right severity is assigned and communicated both internally and to the customer to set expectations
• Drive customer escalations to resolution. Escalate to resources in support and establish checkpoint calls and action items to ensure that progress is made, and status updates are delivered on time.
• Participate in on-call rotations and Audit and Compliance checks.

Bengaluru, Karnataka, India

Windows Server Administrator: Managing a team of 15 members and training them on Windows Server along with maintenance of post gres DB services for smooth operation's of OS (Window's & Linux). Responsible for managing, maintaining, and troubleshooting Windows Server systems including setting up and configuring user accounts, maintaining system security.

Bengaluru, Karnataka, India

Worked as L1 engineer with BT managing Cisco Router's and Switches.Performing troubleshooting related to Network issues with effective solutions to ensure minimal downtime along with end user/customer satisfaction.