Mohammed Shiraz Shaikh

Manage application support through Event Monitoring, Ticketing System
Daily, Weekly & Monthly Task, health checks, Monitoring, House Keeping
activities and proactive restarts.
Troubleshooting & resolving all Incident, Service Request Problem &
troubleshoot ticket assigned as per agreed SOP.
Entered service tickets into incident tracking system to facilitate faster problem
identifcation and resolution.
Attended weekly team meetings to enhance product and service knowledge
and gain insight into benefcial issue resolution strategies.
Handle Monitoring of Event and Co-ordinate with FLS team for Incidents and SR.
Manage Co-ordination with Different teams on Calls and Mail for
Project/Monitoring Issues via Remedy and Mailbox.
Collaborate with Tier 2 teams for effective resolution of tickets.
Log, categories and prioritize support requests from customers, via self service,
email, phone or event management.
Ensure information is recorded accurately to aid fast resolution.
Case Life cycle - Ensure customer cases are prioritize and resolved within SLA
Dispatch tickets to the correct resolver group.
First Time Resolution - Seek to improve and increase the number of queries
resolved on the frst contact.
Maintain a knowledge base to increase frst-time resolution.
Create and Update knowledge bases and Run books.
Patching -follow documented procedures.Customer Satisfaction -
Customers requests are responded to promptly and resolved to
satisfaction.
Ensure Service Level Compliance across operations to helps meet or exceed
KPIs. Resolve issues using documented guidance.
Escalation Management - Ensure the issues are escalated on time to
resolution.Enhances and develops quality support methods and
communication skills through coaching and feedback.
Acquires and maintains current knowledge of relevant product offerings and
support policies in order to provide technically accurate solutions to customer