Akash Ali

Infrastructure Consultant @Netcompany

Leeds, GB

Service AnalystApr 2023 – Aug 2023 · 5 mos• Managing IT incidents, such as system outages or performance issues. This includes investigating the root cause of incidents, coordinating with technical teams for resolution, and implementing preventive measures to avoid similar incidents in the future.• Participating in the planning, coordination, and implementation of changes to IT systems and services. This involves assessing the impact of changes, conducting risk assessments, and ensuring that changes are implemented smoothly while minimizing disruptions.• Collaborating with stakeholders to identify opportunities for enhancing service quality, efficiency, and user satisfaction.IT Service Reporting AnalystSep 2022 – Apr 2023 · 6 mos• Developing and delivering IT service reporting, providing actionable insights to improve service delivery, and driving operational efficiencies.• Developing and maintaining relationships with key stakeholders, including IT service management teams, to ensure that reporting requirements were met, and business objectives were achieved.• Continuously evaluating and improving reporting processes to ensure that they were efficient and effective.• Collaborated with stakeholders to identify service improvement opportunities and implemented changes to meet their needs.• Participating in service review meetings to present and discuss service delivery performance with stakeholders.Incident/Problem/Change ManagerMar 2022 – Sep 2022 · 6 mos• Ensuring all SLA, KPI and OLA targets were met and that any team or supplier at risk of breaching SLA were informed and appropriate action was taken.• Managing resolver groups to ensure service was restored with minimum impact to the business operation by co-ordinating activities.• Producing written reports and management information which included a comprehensive daily, weekly, and monthly report for Incident and Request Management.