At Capgemini, our team excels in delivering high-quality incident management, especially for high-profile clients like McDonald's in the UK, Australia, and New Zealand. Our focus on reducing business impact through proactive monitoring and rapid resolution has been central to maintaining stringent SLA objectives. With a Bachelor's in Computer Science, my expertise in Windows Server and customer support has underpinned the tailored solutions that have driven client satisfaction.My tenure as Consultant has been marked by a dedication to process refinement and service resilience. The skills I've honed—technical analysis, effective communication, and supervisory abilities—have contributed to a robust service delivery model. These competencies have been critical in enhancing operational effectiveness and achieving a harmonious blend of client needs and technological proficiency within our dynamic IT landscape.
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ConsultantCapgemin Feb 2020 - Jun 2024Pune, Maharashtra, IndiaIn my role as a Consultant at Capgemini in Pune, I had the opportunity to work with clients like McDonald's UK, Australia and New Zealand. I was responsible for handling Priority 1 and Priority 2 incidents, managing major incident management bridge calls, and providing periodic communications during service outages. I also owned incidents throughout their lifecycle, identified gaps in procedures, and actively monitored queues for high-priority incidents and SLA compliance. -
Associate ConsultantCapgemini Jul 2018 - Jan 2020Pune, Maharashtra, IndiaIn my role as an Associate Consultant at Capgemini, I ensured the overall quality of incidents for the desk and provided feedback to agents. I managed servers, conducted health checkups, and oversaw replication processes to maintain system integrity. Additionally, I collaborated closely with Level 3 teams for application maintenance and Early Life Support, enhancing client satisfaction.
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Technical Support EngineerInfosys Mar 2015 - Jul 2018Pune, Maharashtra, IndiaIn my role as a Technical Support Engineer at Infosys Technologies, Pune, I provided technical support for SaaS and on-premise software products, ensuring timely issue resolution. Collaborating with cross-functional teams, I escalated product issues to improve product quality and customer satisfaction. Additionally, I managed incident response procedures for high-traffic websites, resulting in a 50% reduction in mean time to resolution.
Suleman Shaikh Education Details
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Computer Science
Frequently Asked Questions about Suleman Shaikh
What is Suleman Shaikh's role at the current company?
Suleman Shaikh's current role is Incident Management Consultant at Capgemini | Proactive Incident Resolution and Process Improvement.
What schools did Suleman Shaikh attend?
Suleman Shaikh attended Dr. Babasaheb Ambedkar Marathwada University, Aurangabad.
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