Mohammad Feroz

• Worked for the AbbVie client in dispatch services, delivering quality work consistently for
four years.
Led operations across 35+ client accounts and 25+ vendors, ensuring timely and effective
resolution of incidents and service requests while maintaining high service standards.
• Oversaw end-to-end incident management processes, ensuring prioritization based on
business impact and urgency, in alignment with ITIL & ITSM best practices.
• Facilitated Major Incident Management (MIM) calls, coordinating cross-functional teams to
drive swift and accurate incident resolution and minimize downtime.
• Managed and mentored incident response teams, continuously monitoring performance
through KPIs to uphold service excellence and operational efficiency.
• Delivered comprehensive monthly and quarterly reports via dynamic MS Excel
dashboards, highlighting SLA compliance, key metrics, and account-specific insights.
• Hosted and led daily/weekly stakeholder meetings, presenting performance reviews,
service updates, and mitigation strategies to maintain transparency and trust.
• Developed and published compliance dashboard reports, supporting continuous service
improvements and implementing team skill development initiatives.
• Ensured strict ITIL process adherence, validating SLAs and maintaining governance across
all vendor interactions.
• Managed and processed static account modification data for wholesale clients,
maintaining a 100% accuracy rate against strict internal quality and productivity SLAs.