Herman al Ayubi

About Herman al Ayubi

Supported IT service operations for R1RCM, ensuring smooth delivery of managed services within the defined ITIL framework.Handled incident, request, and management activities, coordinating with technical support teams to ensure timely resolution and compliance with SLAs.Created and maintained weekly, monthly, and quarterly service reports, providing insights into performance trends, backlog status, and recurring issue patterns.Monitored high-severity incidents (P1/P2), ensured immediate escalation, and facilitated communication between backend teams and business stakeholders.Identified areas for process improvement that reduced ticket volume, improved workflow efficiency, and enhanced customer satisfaction.Ensured strict compliance with client-specific ITSM policies and R1RCM\'s global service standards.Fostered clear communication between internal delivery teams and enterprise users to resolve service delivery issues effectively.Conducted weekly performance reviews and service quality analysis, presenting insights and action plans to leadership.Collaborated cross-functionally with operations, infrastructure, and vendor teams to improve end-to-end service performance.Endowed with a passion for winning as evinced through demonstrated excellence in the academic & extracurricular areas.An effective communicator with good positive approach, analytical and hard-working skills.Causes Herman Cares About-EducationEnvironmentGood PoliticsPoverty AlleviationPersonality Traits-Patience and skillful.Ability to produce the best quality result in pressure situation.Able to handle situation of conflicts.Able to handle the team and take the best work from them.

Experience

1. Senior Technical Analyst Information Technology Operations

   Coforge

   Feb 2025 — Present · Noida, IN

   Supported IT service operations for R1RCM, ensuring smooth delivery of managed services within the defined ITIL framework.Handled incident, request, and management activities, coordinating with technical support teams to ensure timely resolution and compliance with SLAs.Created and maintained weekly, monthly, and quarterly service reports, providing insights into performance trends, backlog status, and recurring issue patterns.Monitored high-severity incidents (P1/P2), ensured immediate escalation, and facilitated communication between backend teams and business stakeholders.Identified areas for process improvement that reduced ticket volume, improved workflow efficiency, and enhanced customer satisfaction.Ensured strict compliance with client-specific ITSM policies and R1RCM\'s global service standards.Fostered clear communication between internal delivery teams and enterprise users to resolve service delivery issues effectively.Conducted weekly performance reviews and service quality analysis, presenting insights and action plans to leadership.Collaborated cross-functionally with operations, infrastructure, and vendor teams to improve end-to-end service performance.

Education

• Khalsa English High School

  Higher Secondary School Degree, Mathematics, Physics, Chemistry, English, Urdu, Environment & Biology.

  2006 — 2008

• Allenhouse

  B.Tech in Electronics & Communication Engineering, Digital Communication, VLSI Design, Wireless Communication & Satellite Communication Etc.

  2009 — 2013

• Gautam Buddha University, School of Information & Communication Technology

  Master's degree, M.Tech in VLSI Design

  2013 — 2015

• Gautam Buddha University

  Master of Technology - MTech, ICT

• Park Circus High School

  High School 10th Certificate

  2000 — 2006

Skills

• Pspice
• Cadence Virtuoso
• Microsoft Office
• Vlsi
• Tanner Eda
• Circuit Design
• Agilent Ads
• Simulation
• Vhdl
• Ansys
• Semiconductors
• Layout
• Telecommunications Engineering
• Microsoft Word
• C
• H-Spice
• Powerpoint
• Microsoft Excel