Mir Khan
Brooklyn,USA
Summary
I am an ITIL V3 Certified, result oriented IT management professional with more than 6 years of experience in infrastructure management, support & Service Delivery, continuously working towards the sustenance of IT infrastructure support services with Global Spread. Effective at working with management in achieving operational excellence and raising open communication, and problem solving. Experienced with service management processes and customer satisfaction strategies. Utilizes problem-solving techniques to address and resolve service issues efficiently. Knowledge of incident management and continuous improvement methodologies.
Overview
7
7
years of professional experience
16
16
Certification
Work History
Service Management Specialist
IBM
02.2017 - 05.2023
- Company Overview: Organization : IBM/ Kyndryl
- Tracking and documenting incidents from initial detection through final resolution
- Processing and resolution of unexpected operation event
- Managing adherence to communication process to all priority-based incidents
- Ensuring no SLA breach at all & incident is resolved under the defined SLA
- Engagement of Third Parties and Vendor in case of critical/Major Incidents
- Point of contact for all major/Critical incidents
- Ensuring speedy restoration for all incidents and conducting incident reviews
- Ensuring prompt escalation of high severity incidents to ensure service availability with minimal delay and impact
- Preparing/Sending reports for ageing and orphan incidents as part Incident Management Governance
- Conduct monthly internal trainings for technical domains so that they can adhere to the process
- Organization : IBM/ Kyndryl
- Responsible for preparing Executive Summary for high priority Incident received in a day for Management and Technical teams for further analysis of Incidents
- Responsible to create Major Incident reports for high priority incident received and sending it to IT Managers for future analysis
- Monitor multiple consoles for Critical and Non-Critical application for alerts based on availability and performance of server and act as per the process document
- Initial Audit of Critical Incidents (P1/P2s) for correct priority and ensuring process following like proposing critical, Affected CI, Incident Summary and necessary attachments are there
- Sending Interim updates and Final updates for Resolution
- Coordinate with Change Management teams in case of emergency changes are required to resolve a Major incident
- IM Governance - Preparing and sending reports like Orphan Incidents, Ageing Incidents
- Responsible for SLA compliance and its related reports like Pending-Customer and Pending-Vendor incidents
- Tracking Invalid hop counts in critical incidents and spreading awareness through E-mail notifications to improve the work quality across all technologies
- Coordinating with other interfaces like Change Management and Problem Management as a part of proactive governance to reduce reoccurring incidents
- Meeting IM team members for providing feedback on operational performance and guidance
- Preparing Weekly Executive Analysis for closed P1/P2 incidents and sending it to Management
- Weekly Closed Incidents Auditing (all priority incidents) for proper Resolution, quality, Hop Counts, SLA's etc
- Monitoring the effectiveness of Incident Management process and making recommendations for improvement
- Planning is a vital aspect within an organization
- It refers to one's ability to organize activities in line with set guidelines while still remaining within the limits of employees
- Decision-making
- Another vital management skill is decision-making
- Making numerous decisions, whether knowingly or not, and making decisions is a key component in success
- Delegation is another key management skill
- Delegation is the act of passing on work-related tasks and/or authorities to other employees or subordinates
- Automated infrastructure provisioning using CloudFormation templates, enhancing scalability and maintainability of the system.
- Researched emerging technologies in the field of cloud computing, staying current on industry trends while identifying potential areas for improvement or innovation within the organization.
- Collaborated with stakeholders to gather requirements, translating business needs into technical specifications for AWS solutions.
- Implemented autoscaling groups for EC2 instances based on demand patterns, ensuring optimal resource allocation during peak usage periods without compromising performance or availability.
- Led root cause analysis investigations into recurring problems, resulting in long-term solutions that reduced future incidents significantly.
- Reduced customer complaints by streamlining communication channels and setting performance standards for the team.
- Managed a diverse team of professionals, providing mentoring opportunities that fostered career growth for individual employees while improving overall team performance levels.
- Collaborated with cross-functional teams to ensure seamless integration of service management processes across departments.
Sales Advisor
Teletext Holidays
01.2016 - 02.2017
- Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
- Increased sales by establishing rapport with customers and identifying their needs.
- Increased sales by offering advice on purchases and promoting additional products.
- Handled difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.
Education
MBA - Project Management
St Francis College
New York, NY12.2024
Bachelor of business administration - business administration
Osmania university
01.2016
Vasu Junior College -
Vasu Junior College
01.2013
SSC -
Gowtham Model school
01.2011
Skills
- ITIL Foundation Certified
- Remedy
- Service Now Tools
- Incident Management
- Service Reporting
- Customer Service
- Computer Skills
- Technical knowledge
- Quality Control
- Sales expertise
- Work Order Interpretation
- Teamwork and Collaboration
- Technical Troubleshooting
- Customer service expert
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
ITIL Certification
Organizationalexperience
6+ Years (IBM Hyderabad 6 Years, 4 Month)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Full Professional
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursTeam Building / Company RetreatsPersonal development programsTimeline
Service Management Specialist
IBM
02.2017 - 05.2023
Sales Advisor
Teletext Holidays
01.2016 - 02.2017
Bachelor of business administration - business administration
Osmania university
Vasu Junior College -
Vasu Junior College
SSC -
Gowtham Model school
MBA - Project Management
St Francis College
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