Osama Sheikh
ITSM Manager | ITIL v4 Certified | Change, Incident & Problem Management for Fortune 500 Clients
- Role
- Change Manager at Accenture
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Osama Sheikh
ITIL Certified Results-driven Major Incident Manager with around 5+ years of experience in ITservice delivery, specializing in Incident Management, Change Management, ProblemManagement, infrastructure support and service delivery. Expertise in leading cross-functionalteams to resolve high-priority incidents (P1 & P2), ensuring SLA compliance, and minimizingdowntime for critical services. Proven ability to drive continuous improvement, manage complexescalations, and maintain high standards of customer communication. Skilled at defining KPIs, SLAsand OLAs, with a strong focus on operational efficiency and service excellence.Led the integration of the automated Incident Resolution tool, Shoreline.io, resulting in a 30%reduction in Mean Time to Restore Services (MTTR) and a 25% decrease in on-call workload forthe support team.
Experience
Change Manager
Oct 2023 — Present
Education
Avinash College of Commerce - India
Bachelor of Business Administration, Business, Management, Marketing, and Related Support Services
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