Mohd Faheem

About Mohd Faheem

4+ years of experience in providing end-to-end solutions to clients. Worked in different…

Experience

1. Incident Management Specialist

   Iron Systems, Inc

   Oct 2022 — Present · Noida, IN

   As an Incident Management Specialist, I orchestrate and optimize incident response workflows to ensure seamless IT service delivery and uphold business continuity. With a proven track record of quality assurance, and adherence to SLAs, I consistently drive efficient incident resolution to minimize impact and maintain customer satisfaction. Key Responsibilities Incident Response Leadership- Part of a high-performing incident management team, overseeing incident triage, categorization, and escalation in alignment with ITIL best practices- Implement a robust incident resolution process that includes clear roles, responsibilities, and escalation paths, resulting in reduction in mean time to resolution (MTTR)- Collaborate closely with cross-functional teams, including technical experts and stakeholders, to ensure timely and accurate incident resolution- Ensure strict adherence to SLAs by closely monitoring incident response times and consistently meeting or exceeding agreed-upon service level targets- Act as a key point of contact for critical incidents, coordinating timely and transparent communication with internal stakeholders and clients- Leverage advanced Microsoft Outlook skills to manage incident notifications, escalations, and updates, ensuring clear and effective communication throughout the incident lifecycle.