Mohammad Nafis Ahmad
IT Infrastructure Lead. IT operations. ITIL certified. Project Management. EUC. Service Delivery. Incident Management
- Role
- Senior Specialist at HCLTech
- Location
- Lucknow, UP, IN
- LinkedIn followers
- 500 followers
About Mohammad Nafis Ahmad
An accomplished IT Infrastructure and Service Management Professional offering 12+ years of experience in Information Technology, Service Delivery, operations management, Incident management & major incident management.
Experience
Senior Specialist
Jul 2022 — Present · Lucknow, IN
Handling a span of 120 Service Desk Agents supporting users• Handling Incident Management/Major Incident Management.• Front-end relationship with client. Involved in all Client interaction and Client communication• Identify inefficiencies in Processes and Propose appropriate solutions• Conduct interviews for new candidates• Plan for professional growth of team members, in line with business requirements• Conduct team meetings to build team spirit and facilitate a healthy, constructive discussion on improvement initiatives for the team• Daily monitoring of Service Levels• Involved in breach incident analysis, AHT reviews and implementing the improvement plan in order to achieve the SLA’s• Ensuring defined processes & procedures are adhered by the team• Provides daily support, and leadership to the team and individual members• Ensuring that end-user escalations are handled effectively and efficiently to provide satisfactory solution• Perform D-SAT analysis, based on the C-SAT feedbacks received for the team• Preparing and reviewing the project SOP.• Manage Training Needs Identification for Service desk agents through call assessments, spot checks, performance reviews, customer feedbacks, and C-SAT responses• Present Monthly Business reports for different activities for audit purposes
Education
Indira Gandhi National Open University
Master of Computer Applications - MCA, Computer Science
Bihar Intermediate education council
Inetermediate, Science
Lalit Narayan Mithla University
Bachelor of Science - BS, Chemistry Hons
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