Ilyaz Khan
Major Incident Manager | Problem Manager | Change Manager at Wipro Limited
- Role
- Major Incident Manager Problem Manager Change Manager at Wipro
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Ilyaz Khan
I am an IT Service Delivery and Infrastructure Operations Leader with 15+ years of…
Experience
Major Incident Manager Problem Manager Change Manager
Sep 2017 — Present · Bengaluru, IN
Point of contact for all Major Incidents. Accountable for the effective implementation of the process \"Major Incident Management\" and carries out the respective reporting procedure Train and coach analysts Ensure that staff take ownership of user problems and be proactive when dealing with user issues Assist Major Incident Process Owner by identifying the issue, lessons learnt and planning for Major Incident Management process improvement. Manage delivery excellence through peer-review and working with the customer’s leadership. Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization. Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task. Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes Escalation of risks and issues to stakeholders and ensure that production is not impacted. Liaise with the change requester for business and technical queries and issues, if any create an RFC (Request for change) and update its status whenever required. Gathering appropriate information based on the type of change being investigated. Prepare accurate and timely reports Having good hands on experience on Incident, Problem, Change and Request Management.
Education
Jain (Deemed-to-be University)
Bachelor of Business Administration - BBA, Engineering and Project Management
Oxford College of Engineering, BANGALORE
Diploma , Computer and Information Sciences and Support Services
2007 — 2010
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