Sameer - Incident Management - Bangalore, Karnataka, India

Mohammed Noorulla Sameer

Bangalore, Karnataka, India

Services

Incident Management

Summary:

• Restoring the normal service to operation as quickly as possible with minimum disruption to the business.
• Manage all high priority Incidents and Reviews open incidents for status and priority and determine any adjustments.
• Represent the team and manages all the Sev2, Sev1, and Major Incidents on the IT infrastructure.
• Publishing the Incident notification, Reports and Daily dash boards and SLA Breach analysis to the Internal and external clients.
• Regular Meeting/calls on weekly/Monthly basis with business head like PM’s/PGM’s/Director’s to understand for continual service improvement .
• Maintaining the CMDB and KEDB. Conducting the Release and Rollback, Impact Analysis for Change Request.
• Escalated and communicated in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.
• Negotiated business acceptance of workarounds and schedules for fixes.
• Engaged external service vendors to facilitate return to service to meet contractual SLA
• Updating the KEDB. Controlling the known errors and generating the RFC to the Change Management to remove the known error from the IT infrastructure.
• Incident Management, Ticket Analyzing in day to day activity.
• Coordinating with various teams to ensure that Incidents are effectively resolved within SLA and escalate both horizontally and vertically during critical and high priority Incidents tagged, and ensuring more expertise is available to resolve the incident within the said SLAs.
• Ensuring that the incidents are accurately isolated and diagnosed.
• Publishing outage notifications and updates are sent out to all stake holders.
• Ensuring the best possible approach to resolution and recovery, and ensuring that the incident is closed with accurate details of troubleshooting and resolution.
• Acting as a SPOC (Single Point of Contact) for all escalations.
• Managing & Monitoring Incident Queue.
• Notifying the participants in the Incident

Work History

Sr. Engineer

CBay Systems

From May 2007

Platform: ITIL/IMS (IT Infrastructure Library/Infrastructure Management Services)
Environment: Java, Windows, Oracle 10g, MYSql, VB/VC++
Incident Management Role

Major Responsabilités
• Restoring the normal service to operation as quickly as possible with minimum disruption to the business.
• Manage all high priority Incidents and Reviews open incidents for status and priority and determine any adjustments.
• Represent the team and manages all the Sev2, Sev1, and Major Incidents on the IT infrastructure.
• Publishing the Incident notification, Reports and Daily dash boards and SLA Breach analysis to the Internal and external clients.
• Regular Meeting/calls on weekly/Monthly basis with business head like PM's/PGM's/Director's to understand for continual service improvement
• Maintaining the CMDB and KEDB. Conducting the Release and Rollback, Impact Analysis for Change Request.
• Escalated and communicated in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.
• Negotiated business acceptance of workarounds and schedules for fixes.
• Engaged external service vendors to facilitate return to service to meet contractual SLA
• Updating the KEDB. Controlling the known errors and generating the RFC to the Change Management to remove the known error from the IT infrastructure.
• Incident Management, Ticket Analyzing in day to day activity.
• Coordinating with various teams to ensure that Incidents are effectively resolved within SLA and escalate both horizontally and vertically during critical and high priority Incidents tagged, and ensuring more expertise is available to resolve the incident within the said SLAs.
• Ensuring that the incidents are accurately isolated and diagnosed.
• Publishing outage notifications and updates are sent out to all stake holders.
• Ensuring the best possible approach to resolution and recovery, and ensuring that the incident is closed with accurate details of...

System Administrator & Network /Application/Production Support Engineer (L2)

Mindscape Computing Pvt Ltd

March 2006 - May 2007

Platform: Application Support Services
Environment: Java, Windows, Oracle 10g, MYSql, VB/VC++
Application Support / Implementation Role:

Major Responsabilités
• Coordinated with technical team, vendors and customers and implemented customer project.
• Provided technical support to customer and company for installation and test carried on network for both hardware and software process.
• Maintained files and table for various products and services for implementation process.
• Ensured that products of premium quality were delivered to client.
• Trained customer and communicated with him at various levels of implementation process for product quality.
• Maintained good working relationships with technical staff and provided technical support to client.
• Designed project plan and documented process and drawings of project.
• Trained new Implementation Specialists in implementation of project.
• Documented problem tracking system according to required specifications and resolved technical problems.
• Developed user Acceptance test and ensured that it was implemented effectively.

Career Details

System Administrator & Network /Application/Production Support Engineer (L2)

Vogue Clothing Pvt. Ltd

November 2004 - March 2006

Platform: Application Support Services
Environment: Java, Windows, Oracle 10g, MYSql, VB/VC++

Application Support / Implementation Role:
Major Responsabilités
• Troubleshoots hardware, software and related operating system problems.
• Maintain the Backups of the Database (Oracle).
• Sets up, assembles, installs, configures, reconfigures, modifies, moves and relocates hardware and software.
• Providing the Customer Support related to the software (Voyager)
• Installation and Maintains of Oracle 10g, Oracle Forms & Reports and toad.
• Maintains the LAN network.
• Installs, Maintains & Troubleshoots the Remote control software. (Logmein)
• Installation, upgrade and maintenance of database software.
• Creation and configuration of database objects, e.g. table spaces, tables, indexes

Qualifications & Certifications

Diploma IT

S.J.P, Bangalore

Instrumentation technology

SJ (Govt) Polytechnic

SVK High School Bangalore

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