Afroz Alam

About Afroz Alam

Seasoned Incident Management professional with a consistent track record of delivering…

Experience

1. Senior Software Engineer

   Tech Mahindra

   Feb 2023 — Present · Kolkata, IN

   Provide expert execution of the incident command process, including running and managing high-severity incident bridges and driving transparent communication that promotes maximum levels in internal and external customer satisfaction. Relevant experience of Change, Incident, Problem, CMDB service request and knowledge management process. Implement service management processes and strategies such as Service Level Management, Incident Management, Change Management and Problem Management. Collaborate with various departments to ensure the delivery of high quality services. Also collaborate with various stakeholders to remove project obstacles. Develop and maintain service level agreements SLAs with clients ensuring that all services are delivered according to these agreements, service delivery metrics and performance indicators to identify areas of improvement. Define and manage KPI\'s through process compliance, dashboards and vendor engagement. Hands on experience in ticketing tools like Agent Workspace, Configurable Workspace in ServiceNow, ERP and relevant experience in cloud computing platform Microsoft Azure.Performing post - review of Priority 1 and Priority 2 incidents to ensure proper handling and prioritization on incidents. Providing end to end traceability even when incidents span across multiple areas or parties. Performing trend analysis on the volume and nature of incidents. Identify when to escalate advance issues based on priority matrix. Effectively communicate with other departments to manage any escalation in a timely manner.Identify when to escalate advance issues based on priority matrix. Effectively communicate with other departments to manage any escalation in a timely manner.Maintaining and ensuring stringent adherence to quality standards, identifying gaps and opportunities.