Farjad Nawaz

Senior Incident and Problem Manager @Verizon

US

Monitor and manage service desk queues, ensuring all tickets are addressed and resolved promptly.Oversee the triage, dispatch, and scheduling of service desk tickets.I handle Incident management team, Problem management and Major incident management team.I worked with Major Incident management team on MIM tickets and bridge calls.Ensure P1 and P2 tickets are prioritized and handled efficiently.Implement processes to ensure tickets are resolved efficiently and effectively.Conduct quality assurance reviews of tickets to ensure high standards of service.Manage customer goals, meet and exceed expectations by conducting business reviews either monthly or quarterly. Managed professional employees large, complex support, production or operations team(s).Provides technical guidance to employees, colleagues and/or customers.Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.Ensured Service desk team maintain strong customer relationships. Handle internal escalations and serve as the primary point of contact for complex issues.Ensure timely and appropriate resolution of escalated tickets.Maintained communication lines with assigned customers to manage service expectations.Ensured Service desk team is provided the proper training and documentation on new initiatives or major updates (Like: Service Now, Salesforce, Gainsight, SAP ERP & Avaya one-X).Partners with business partners to drive adoption and ensure implementation of technical good practices, policies, and procedures.Maintain communication with customers for ongoing and unresolved issues.Ensure all tickets are in appropriate statuses and address any discrepancies.Analyzes and understands ITIL processes, service catalog, user requirements, and procedures to improve operational efficiencies.All other duties as deemed necessary to the job function.

Riphah International University

Bachelor's degree, Software Engineering