Ayaz Shaikh Email & Phone Number

Working as a Major Incident Manager as well as Problem Manager.Driving an incident to resolution through support engagement utilizing paging system and/or on call schedules.Documenting key actions and events during the conference call.Notification to senior leadership of current status and impact through emails to the Information Services (IS) department and contacting senior leadership to advise of the impact to the business.Post incident documentation to assist Problem Management in root cause analysis.Ensure proper escalation procedures are followed and correct support teams are engaged.Update channels like ITSM Broadcast, Yammer, TalentCMS, SMS, MI Dashboard, MI Checklist and Enduser.Ensure timely communication to the community to End user.Escalation to Service owner and Domain leader when needed.Coordinate with Support team and resolve the incident within the SLA.Vetting significant incidents reported to the Major Incident Management team to ensure the proper priority is assigned and the correct business impact is documented.Facilitating peer to peer conference calls between resolver teams on non-significant incidents and escalating if the impact increases.Provide approval for business-critical changes, after the fact changes, and change deviations.On call support during weekends and holidays as needed.Ensure end to end problem management process are coordinated,managing across all stages of Problem Life cycle.Working with resolver groups on Root cause Analysis and Solutions addressing Business Risk/Impact.Coordinating with stakeholders on Workaround and possible fix.Conducting Problem Management meetings with Clients and Analysing on progress to mitigate Risks and arrive at resolutions to major Incidents.Publishing Problem Management Dashboards and KPI’s on Problems,Preparing and managing known error Databases,Workaround templates and KB articles on Major impact.Working with technical teams and vendors managing recurrence of technical Problems.Carrying out Trend analysis to identify recurrent incidents and monitoring trends and providing problem-related data and insights.