أحمد أنصاري

• Manage the lifecycle of all problems, from identification through root cause analysis
to closure.
• Analyze incident trends and perform root cause analysis (RCA) to identify areas of
improvement.
• Identify recurring issues and proactively propose solutions to eliminate or minimize
their impact.
• Coordinate with cross-functional technical teams to ensure timely resolution of
problems.
• Drive the creation and implementation of workarounds and permanent solutions for
problems.
• Escalate unresolved problems and major incidents to senior leadership and
stakeholders.
• Maintain and update the problem management log, including action items and
resolutions.
• Produce detailed RCA reports and communicate findings to stakeholders.
• Provide regular updates and reports on problem management performance metrics,
including trends, major issues, and resolutions.
• Collaborate with incident management and other IT teams to minimize service
disruptions.
• Identify opportunities for process improvements and efficiency in problem
management activities.
• Lead post-incident reviews to ensure that lessons learned are applied.
• Work closely with service owners, technical teams, and service desk teams to
manage and mitigate problem-related risks.
• Act as the point of contact for problem management, liaising with internal and
external stakeholders to manage expectations.

• Worked on root cause analysis (RCA) for critical incidents, reducing incident
recurrence.
• Successfully managed the lifecycle of high-impact problems, coordinating cross
functional teams to implement long-term solutions.
• Enhanced service delivery by developing and maintaining a comprehensive
knowledge base, improving issue resolution.
• Generated and presented detailed problem management reports to senior
leadership, driving strategic decisions for continuous improvement.
• Collaborated with change management to ensure safe deployment of fixes,
minimizing disruptions to business operations.

• Utilized advanced monitoring tools to oversee network, servers, and applications in
real-time, ensuring maximum uptime and efficient operation of IT systems.
• Served as the primary point of contact for all IT-related incidents; use ITIL-based
frameworks to log, categorize, and prioritize incidents for quick resolution.
• Lead first-line troubleshooting for network outages, server failures, application
crashes, and security events, leveraging diagnostic tools to identify and mitigate
issues.
• Interface with second and third-line IT teams (e.g., network, security, and database
administrators) to escalate unresolved or high-priority incidents and ensure timely
remediation.
• Worked cross-functionally with Network Operations, Security Operations, and
Application Support teams to ensure optimal system performance, quick patching of
vulnerabilities, and smooth deployment of updates and configurations.
• Conducted regular health checks on network infrastructure, servers, and databases,
and proactively resolve issues such as disk space shortages, memory leaks, or
CPU spikes before they impact end-users.
• Utilized SIEM tools to monitor for security breaches or vulnerabilities, ensuring quick
response to potential threats, and collaborate with cybersecurity teams.

• Monitoring Incident Tickets and taking ownership.
• Follow ITIL procedure for effective quality delivery and ensuring restoration
of services as per the agreed SLA.
• Create problem ticket and assign to problem management team for identifying RCA.
• Follow-up on all critical incident with respective teams and resolve the issue
within the given SLA.
• Monitoring Critical tickets and act proactively to avoid Potential Outage.