SAJID AHMAD PEER

Key Results Areas:
• Directed IT operations in promptly addressing and resolving any service disruptions caused by third parties or internal technical infrastructure.
• Orchestrated the development and execution of IT service strategies to align with business objectives.
• Spearheaded the design and implementation of incident, problem, and change management processes.
• Championed the adoption of ITIL framework to enhance service delivery and eficiency.
• Facilitated regular service reviews to ensure service level agreements (SLAs) were met or exceeded.
• Collaborated with stakeholders to identify opportunities for service improvement and innovation.
• Evaluated service performance metrics and implemented continuous improvement initiatives.
• Established governance structures to ensure compliance with IT service management policies and standards.
• Acted as a primary point of contact for escalations and resolution of critical incidents.
• Cultivated a culture of customer-centricity and service excellence within the IT organization.

• Spearheaded the implementation of incident, problem, and change management
processes.
• Facilitated regular service reviews to ensure service level agreements (SLAs) were met
or exceeded.
• Collaborated with stakeholders to identify opportunities for service improvement and
innovation.

Key Result Areas:
• Led all aspects of Incident Management activities performed by suppliers and internal teams as Process Owner.
• Acted as the Level 1 escalation contact for Major Incidents and complaints.
• Participated in the IS transformation program, facilitating Infrastructure, Application, and Data Center migrations from one supplier to multiple new vendors.
• Supported the transformation of the supplier model into a multivendor setup.
• Designed and implemented a new Incident Management process.
• Onboarded new suppliers, ensured knowledge transfer, and tracked supplier performance.

• Led all aspects of Incident Management activities performed by suppliers and internal
teams as Process Owner.
• Acted as the Level 1(MOD Manager on Duty) escalation contact for Major Incidents
and complaints.
• Coordinated in the implemented a new Incident Management process with the
suppliers (HC Technologies & Tata Consultancy Services)

Key Result Areas:
• Supervised the entire lifecycle of incidents, from detection to resolution, using powerful monitoring tools and coordinating the response of the resolver teams. Ensured that normal service operations were restored swiftly by following the escalation flow as needed.
• Informed all relevant stakeholders, including senior management and afected users, about the status of incidents by sending broader business notifications. This involved issuing notifications for ongoing issues, hosting technical bridge lines during high priority incidents, and updating management on recovery progress through periodic Leadership updates over dedicated channels.
• Developed and implemented processes and procedures for efective incident management. Provided input to problem management processes to prevent repeat incidents and identified opportunities for process improvements based on incident trends.
• Led incident response teams, ensuring all team members were aware of their roles and responsibilities. Managed interfaces with external vendors and support teams as needed.
• Managed Service Level Agreements (SLAs) with service providers to ensure that the agreed-upon service levels were met and maintained. Held suppliers accountable for their performance and addressed any deviations from SLA commitments.

• Supervised the entire lifecycle of incidents, from detection to resolution, using
powerful monitoring tools and coordinating the response of the resolver teams.
Ensured that normal service operations were restored swiftly by following the
escalation flow as needed.
• Informed all relevant stakeholders, including senior management and affected users,
about the status of incidents by sending broader business notifications. This involved
issuing notifications for ongoing issues, hosting technical bridge lines during high
priority incidents, and updating management on recovery progress through periodic
Leadership updates over dedicated channels.
• Developed and implemented processes and procedures for effective incident
management. Provided input to problem management processes to prevent repeat
incidents and identified opportunities for process improvements based on incident
trends.
• Led incident response teams, ensuring all team members were aware of their roles
and responsibilities. Managed interfaces with external vendors and support teams as
needed.
• Managed Service Level Agreements (SLAs) with service providers to ensure that the
agreed-upon service levels were met and maintained. Held suppliers accountable for
their performance and addressed any deviations from SLA commitments.

1) Monitoring of faults and breakdowns and validation/acknowledgment of those alerts. 2) Sending business pages to all the stake holders of Aon Hewitt leadership regarding any high priority open incidents across AMER, EURO and APAC regions. 3) Ensuring that the incident is timely recorded using the ticketing system (Remedy 7.6) until the problem is handed over to the support team for root cause analysis. 4) Real Time & continuous follow-up with support teams for incident resolution to ensure adherence to critical SLA. 5) Sending major incident notifications, handling and managing the resolution bridge call in coordination with the support team as per the agreed incident progression timeline process. 6) To inform Teams/users of service interruption as soon as incidents are validated via an internal portal Aon Hewitt System Status, so that users are in a position to adjust themselves to interruption. 7) Developing, co-coordinating and promoting incident management activities across all line of business and take responsibility for the effective functioning of the Incident Management processes across all support areas. 8) To supply Incident-related information to the other Service Management processes and to ensure that that improvement potentials are derived from past Incidents. 9) Reviewing and recommending, as appropriate, changes to support processes to ensure continuous improvement of the Incident management process. 10) Excellent analytical, decision making, problem solving, communication & interpersonal skills with multitasking ability to sketch plans, prioritize work and manage complex responsibilities under aggressive timelines

Client: Earth Link, US Key responsibilities include 1) Monitor network and backbone network involving Layer 2 and Layer3 devices on a L1 level. 2) Monitoring 1600 UNIX (Sun Solaris 5.8)/Linux servers for a US based ISP (Eartlink.com) 3) View building in Netcool. 4) Work on tools like remedy 6.3, Netcool, Big Brother (server status monitoring) 5) Daily Client interaction over the conferences meant for the technical discussion regard any major incident or change or Code deploy on the UNIX servers 6) Using Omnibus Netcool as monitoring and reporting tool for the various servers and recording the incidents using remedy (Action Request system 6.3) until restoration of the incident. 7) Responsible for handling any server level issues like Disk Failures, Process failures for example DIG failures, HTTP service failures, Services restarts like apache and tomcat and vice versa. Scripting is done whenever required to automate the processes. Providing App support to the customer facing products. 8) Monitoring of Peripheral Gateways, including Call center staffing 9) Sending Notifications, Handling and Managing the resolution bridge for high priority issue and assuring the adherence to SLA.

Client: NETGEAR, US Key responsibilities include Managing the troubleshooting of: Netgear products which include NIC, DSL/routers (802.1x technologies), Switches, Hubs, Modems, Adapters, Ready NAS, Print Servers, VPN router. Providing the on-call technical support to the US, UK and International business customers for connectivity issues (DSL) including email and router routing issue.

As a counsellor for all the semesters of B.C.A and M.C.A. The core Subjects involved were Automata; Operating System; Networks; C++. As a System Administrator in the IGNOU study centre and thereby keeping the network systems for the students working and implementing different software and operating systems according to the needs of the subject taught per semester.

Lead counselor