Abdul Imran Mohammed
Plano,USA
Summary
Results-driven Service Manager specializing in cloud capacity management and incident resolution within IT environments. Proven track record in optimizing service delivery and ensuring compliance with SLAs, enhancing operational effectiveness and customer engagement.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Senior Specialist – Cloud and infra-Management (P4)
LTIMINDTREE
Plano, Tx
07.2018 - Current
- Build & Manage Azure cloud capacity including high-performance computing (HPC) and Graphics Processing Unit (GPU), Compute, Storage and Networking clusters across new regions and data centers for Microsoft.
- Managed lifecycle of clusters through BareMetal, Buildout, onboarding of Ring 0 and Ring 1 services, and decommissioning.
- Resolved pipeline blockers hindering cluster deployments to enable smooth deployment and upgrades of Azure platform components with latest builds and releases.
- Debugged major blockers with component teams on networking devices (T0, T1, T2, M0, C0) and rack/blade level issues.
- Drive the RCA process using problem management practices, root cause analysis frameworks like 5 whys reducing recurring major incidents.
Subject Matter Expert and Shift Lead
Microsoft Corporation
08.2019 - 09.2024
- Working as a Subject Matter Expert and shift lead proactively taking care of Service Delivery and Allocating work, providing the required guidance for the team members.
- Ensured activities within processes met high-quality standards and adhered to Service Level Agreements and Operational Level Agreements.
- Managed crisis situations by coordinating team response and ensuring effective communication with stakeholders., Major Incidents and Potential impacting incident via bridge calls for Identity and Network Account (IDNA).
- Handling internal and external communications to IDNA leadership team and Microsoft customers.
- Driving the Post Incident Reports (PIR) process for Microsoft customers and internal post-mortems for root cause analysis.
- Creating and following up on the repair items till closure.
- Liaising with the Customer as focal point for all high priority & major incidents reported.
- Conducting monthly DR Drills to be prepared for BCDR.
- Delivered training sessions for new associates on required skills and quality parameters.
- Prepared monthly dashboards for SLAs and managed responsibilities for incident management processes.
- Prepared and conducted weekly and monthly business review calls to keep the client updated about project stats.
- Publishing weekly and monthly KPI reports to the management and client.
- Ensure process, procedure and work instruction documentation for Incident Management, Problem Management activities is up to date.
- Working with the developer team to test the internal tools, report bugs and for new feature requests.
Role not specified
Microsoft Corporation
07.2018 - 07.2019
- Provide 24/7 support to Datacenter Operations which caters 1300+ Datacenter and Billions of Customers hosting their Services via Windows Azure Production Environment, O365, Bing, Dynamic CRM, MSDN across the globe.
- Led shift operations by managing service delivery and allocating tasks to team members.
- Managed incident management process from initial acknowledgment to closure, implementing mitigation steps and procedures using ICM portal, Microsoft TEAMS, Kusto, and GDCO portal.
- Investigate, debug and diagnose various issues triggered in Datacenter which might have occurred due to Electrical Component/Mechanical Component failures.
- Utilized EPMS, BAS, BMS, HVAC, Argus, and Geist monitoring systems to identify and investigate issues impacting Datacenter operations.
- Investigated and recommended enhancements to Datacenter design to meet end-user scalability expectations for Microsoft applications using various tools including EPMS, BAS, BMS, and SQL.
- Identify and drive the Datacenter Architect Solutions through design review, code check, analysis of reoccurring issues, preparing flow charts for mitigation strategies.
- Analyzing the prepared flowchart, we conclude the automation solutions to deprecate the as-is process for optimum efficiency.
- Played a vital role in the transition of the Global Datacenter Operations (GDCO) project from TCS to LTIMINDTREE.
Incident Manager
Allegis Services India Pvt. Ltd (TEK systems)
07.2017 - 02.2018
- Tracked incidents from opening to closure, ensuring timely communication with business stakeholders.
- Oversaw compliance of support teams with the Incident Management process to maintain service quality.
- Coordinated between support provider groups for incidents requiring multi-vendor engagement.
- Assist the Service Delivery Manager in resolving issues to ensure timely service restoration and Manage and escalate to third-party vendors for specified incidents.
- Worked in react Team for identification, isolation, and resolution of major incidents.
- Analyzed the data collected for process improvement efforts and to validate best practices.
- Analyzed process metrics to identify and recommend improvements, created change orders, and participated in change management.
- Facilitated discussions during change advisory board meetings.
Senior technical member
Automatic Data Processing (ADP) India
04.2012 - 12.2016
- Professional experience in the field of Major Incident Management and change management.
- Prioritized sev1 and sev2 incidents based on severity and impact to ensure timely resolution.
- Real Time & continuous follow-up with global support teams for Critical incident resolution.
- Led bridge calls for effective coordination, incident resolution, and service restoration efforts.
- Manage and coordinate activities during the overall ticket life cycle.
- Tracked open incidents and identified those needing increased focus to meet committed service levels.
- Coordinated incident notifications according to agreed processes, ensuring timely communication.
- Cross-referencing incidents to known issues in KEDB or scheduled maintenance.
- Created change orders and problem tickets, involving respective teams after incident resolution.
- Ensure Incident Timeline Report is created immediately after resolution.
- Reviewing progress and results of Problem Tickets with Engineering Teams.
- Creation of SOPs and Knowledge base articles for team.
- Worked in the Critical Incident Response Team for identification, isolation, and resolution of major incidents.
Technical Associate
Accenture India
07.2011 - 02.2012
- Worked as a L2 Technical Associate with the Service Desk.
- Provided application support by troubleshooting Microsoft Outlook and other applications, assisting users with MS Office 2000, Lotus products, Blackberry, iPhone, and Cisco Webex Connectivity.
- Assisted in troubleshooting user problems relating to Operating System issues (Win9x, NT, and Win 2000), Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity.
- We remotely administer VPN Connectivity Issues, which involves Knowledge of End – to – End VPN Connectivity. Account Management on RSA Ace Server like enabling/disabling User accounts.
- Communicated with internal and external clients through effective written and verbal interactions, ensuring clarity and understanding.
- Managed follow-up services and escalated problems to resolve issues promptly, enhancing customer satisfaction.
- In-depth knowledge of desktop hardware and software including working knowledge of Microsoft applications.
- MS Exchange Server (E2K and Exchange 5.5) is used as the mailing servers with Outlook 2000 / 2003/2007 and 2010 as the mail client.
- Installed various software applications on user devices to ensure functionality.
- Installation of new equipment such as: PCs and applications.
- Administered user rights and permissions by enabling or disabling accounts and configuring file, folder permissions, and security templates.
- Providing feedback to new joiners and helping them understand the process better.
- Interact with Core process to get the latest operational procedures updated.
Senior Associate
Wipro India Ltd
05.2010 - 07.2011
- Fault finding & trouble shooting of Monitor, SMPS and Mother Board.
- Installation of device drivers & hardware components.
- Setting small & medium sized networks with bus & star topology.
- Resolving internet issues like wired, wireless, modem issues.
- Developed and maintained computer networks to ensure operational stability.
- Work with removal of virus issue from the desktop.
- Install patches on the desktop computer.
- Configure and install Outlook express.
- Facilitated team collaboration to achieve process metrics.
- Drove revenue growth through targeted sales strategies.
Education
MBA - Information Systems
Bachelor of Science - Chemistry
Skills
- Azure cloud
- Cloud Infrastructure Design
- IT service management
- Incident response
- Identity management
- Project management
- Agile Methodologies
Certification
- ITIL V3 Foundation Certified
- Microsoft Certified Professional (MCP)
Languages
- English
- Telugu
- Hindi
Personal Information
- Visa: H1b
- Date of Birth: 08/10/87
- Marital Status: Married
Disclaimer
I hereby declare that the above furnished information is true to the best of my knowledge.
Timeline
Subject Matter Expert and Shift Lead
Microsoft Corporation
08.2019 - 09.2024
Senior Specialist – Cloud and infra-Management (P4)
LTIMINDTREE
07.2018 - Current
Role not specified
Microsoft Corporation
07.2018 - 07.2019
Incident Manager
Allegis Services India Pvt. Ltd (TEK systems)
07.2017 - 02.2018
Senior technical member
Automatic Data Processing (ADP) India
04.2012 - 12.2016
Technical Associate
Accenture India
07.2011 - 02.2012
Senior Associate
Wipro India Ltd
05.2010 - 07.2011