Bilal Qureshi

About Bilal Qureshi

IT Incident Manager | Payments Operations Analyst | Aspiring Data Analyst & Data ScientistWith 6+ years of experience in IT service management and banking operations, I specialize in incident management, crisis resolution, and multi-currency payment operations. My expertise spans SWIFT transactions, financial risk management, and stakeholder coordination, gained through roles at Barclays Bank, Teleperformance Global Services, and Clover Infotech.Currently, as an Incident Manager at Clover Infotech, I handle critical IT issues for Jio Payments Bank, ensuring seamless service continuity. To enhance operational efficiency, I developed a dashboard for real-time ticket monitoring, categorizing tickets into critical and non-critical, tracking resolution times, and forecasting future ticket volumes. Additionally, I analyze patterns to group similar incidents, enabling better resource allocation and proactive issue resolution.Alongside my role, I am expanding my expertise in data analytics with upGrad in data science with Gen AI, with skills in Python, NumPy, Pandas, Excel, Power BI and SQL. Passionate about process optimization and data-driven decision-making, I aim to leverage my combined knowledge in IT operations, payments, and analytics to drive impactful solutions.

Experience

1. Senior Technical Support Engineer

   Clover Infotech

   Sep 2023 — Present · Mumbai, IN

   Major Incident Management – Lead and resolve high-impact IT incidents, ensuring minimal business disruption and maintaining service continuity.Incident Monitoring & Forecasting – Developed a dashboard to track tickets in real time, categorizing them into critical and non-critical, monitoring resolution times, and forecasting ticket volumes for proactive issue management.Incident Analysis & Coordination – Collaborate with cross-functional teams to identify root causes, group similar incidents, and implement effective resolutions to reduce recurrence.Stakeholder Communication – Provide timely and transparent updates to key stakeholders, ensuring alignment and efficient crisis management.Process Optimization – Continuously refine incident management workflows, enhancing efficiency and response times through data-driven insights.

Education

• University of Mumbai

  Bachelor of Commerce - B.Com

• Shri GPM Degree College

  Bachelor of Commerce

• People's Welfare English High School

  Secondary School