Nijas Basheer

Information Technology Specialist @TD

Toronto, ON, CA

Led major incident resolution for critical banking applications, coordinating with internal teams, vendors, and leadership to restore services quickly and minimize disruption.• Coordinated incident response during major incidents, facilitating war room calls, ensuring clear communication, and aligning technical and business units.• Led problem management efforts, conducting root cause analysis (RCA) for recurring incidents, implementing corrective actions, and transitioning incidents to long-term solutions.• Maintained problem management database, documenting problems, known errors, and workarounds to improve service stability.• Managed change management for banking applications, ensuring smooth deployment of upgrades, patches, and new features with minimal disruption.• Coordinated change communication in production, ensuring compliance with change windows and avoiding operational disruptions.• Conducted post-incident reviews (PIRs) and problem management reviews to identify lessons learned, recommend process improvements, and implement preventive actions.• Collaborated with vendor management to ensure third-party providers met incident management and operational expectations during major incidents.• Participated in daily market open calls and sync-up meetings, providing status updates, aligning resources, and resolving emerging issues quickly.• Provided end-to-end production support for critical applications, both on-premises and in the cloud. Utilized Splunk, Dynatrace, and Datadog for real-time monitoring & proactive monitoring of infrastructure, batch jobs, and application performance across Azure and other environments. Managed virtual machines, app services, and storage accounts to ensure operational stability, optimize performance, and quickly resolve issues before impacting users.