Mohammed Ali Syed

Lead Consultant @Infosys

Hyderabad, IN

As a Cross Functional Services lead, act as a Single point of contact for the execution of ITIL Processes like change management, problem management, incident management,Release Management, Knowledge Management, Code Deployment, Disaster Recovery, SLA and KPI Reporting.Capable of connecting, updating and managing discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services - Networking, Servers, VMware, storage•Capable to drive and collaborate with multiple stakeholders on day-to-day operations to bring in coordination across the technical towers•Lead the ITIL Process resources to achieve the Process KPIs and Service level targets•Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets•Ensuring the Process adherence and meeting the Quality norms•Driving the internal audits, define and drive service improvement programs based on the external audit findings.Report the Customer on all Process areas as per the Contractual agreements