Abdul Rahman Mohammed Abdul Aziz
Major Incident Manager
Raleigh,NC
Summary
Results-oriented IT Service Management (ITSM) professional with over a decade of experience in high-pressure Major Incident Management (MIM) environments. Proven track record of leading cross-functional teams to resolve critical outages for Fortune 500 accounts, including Cisco and Microsoft. Expert in minimizing business impact through rapid triage, effective stakeholder communication, and process re-engineering.
Systems professional prepared to deliver high standards and impactful results. Expertise in system design and integration, consistently enhancing operational efficiency. Known for strong teamwork and adaptability, with focus on innovation and reliability. Skills include systems analysis and project management, valued for meticulous attention to detail and proactive approach.
Overview
11
11
years of professional experience
6
6
Certifications
Work History
Computer System Engineer/Architect | Major Incident Manager (Cisco Account)
Mindtree India Private Limited
10.2024 - Current
- Shift Leadership: Serve as Shift Lead, orchestrating the resolution of high-priority incidents across Cisco’s network infrastructure and global applications.
- Crisis Management: Direct support engagement through paging systems and on-call rotations to ensure 24/7 coverage and rapid restoration.
- Executive Communication: Facilitate bridge calls and provide real-time status updates to senior leadership and Service Delivery Managers (SDMs).
- Continuous Improvement: Perform root cause analysis (RCA) and quality audits to identify trends and automate manual tasks to eliminate human error.
Senior System Engineer | Major Incident Manager (Azure Account)
Mindtree India Private Limited
01.2022 - 08.2024
- Outage Resolution: Accountable for end-to-end management of Azure major incidents, driving investigation activities and facilitating collaborative action plans.
- Stakeholder Reporting: Leveraged technology to issue critical notifications to Microsoft key stakeholders and provided periodic MIM metrics reports.
- Knowledge Management: Maintained technical diagrams and post-incident reviews to ensure the knowledge base remained current.
Senior System Engineer | Major Incident Manager (Microsoft Global Data Center)
Mindtree India Private Limited
07.2018 - 01.2022
- Impact Mitigation: Acted as the first point of contact for Data Center hardware and software issues, determining "blast radius" to limit service impact.
- Data-Driven Insights: Utilized Kusto queries and Power BI for in-depth assessment and reporting of incident trends.
- Transition Management: Successfully managed the transition of new projects, ensuring adherence to agreed milestones and creating SOPs to replace "tribal knowledge".
Service Management Representative | Major Incident Manager (NEC/7-11 Account)
Unisys India Pvt. Ltd.
10.2014 - 07.2018
- SME & Escalation: Served as the internal Subject Matter Expert for all MIM activities, ensuring 99.9% uptime for underpinning infrastructure.
- SLA Compliance: Drove process consistency to meet or exceed SLAs while maintaining high customer satisfaction ratings.
Education
MBA -
Einstein College of Business Management
01.2014
Skills
Technical support
Technical analysis
IT infrastructure
Troubleshooting
Hardware and software installation
System engineering
Systems analysis
Accomplishments
- Best Employee Award: Recognized for excellence in the Annual Reward Program at Unisys.
- Automation Advocate: Actively reduced human effort by collaborating with developers to implement process automation.
- Process Excellence: Received multiple client appreciations for "Reverse Presentations" and outstanding "Bridge Call Management".
Certification
Course: Change management foundation
Timeline
Computer System Engineer/Architect | Major Incident Manager (Cisco Account)
Mindtree India Private Limited
10.2024 - Current
Senior System Engineer | Major Incident Manager (Azure Account)
Mindtree India Private Limited
01.2022 - 08.2024
Senior System Engineer | Major Incident Manager (Microsoft Global Data Center)
Mindtree India Private Limited
07.2018 - 01.2022
Service Management Representative | Major Incident Manager (NEC/7-11 Account)
Unisys India Pvt. Ltd.
10.2014 - 07.2018
MBA -
Einstein College of Business Management