Ahmad Raja

I am Ahmad Raja. living in Noida and looking for the opportunity outside India. I am having 7 years of experience in IT industry. Currently working with Accenture Solutions India Pvt Ltd. designated as Major Incident Manager.

Monitoring the high priority incidents regularly to act proactively get the issue resolved to avoid any business impacts.

• Handling all the critical Priority 1 / Priority 2 cases in environment for resolution within agreed SLA.

• Coordinating with concerned experts along with escalations (Functional & Hierarchical) as per SLA timelines.

• Working in sync with the engineers, support teams and provide them continuous support for the resolution of the incidents.

• Adhering compliance and providing incident management refresher sessions to give insight of Incident Management process guidelines to all the resources

• Leveraging skills in performing governance activities (Audits / Reporting) as a part of continual service improvement. 

• Drafting and sharing the IM Dashboard with delivery showcasing the situation of all the IM Parameters.

• Preparing reports (weekly / or according to requirement) to analyze the situation in business environment and notifying the concerned parties to act upon same report for preventing any type of SLA failure by effectively coordinating with the engineers and maintaining the regular follow-ups for the effective process compliance

I am B.Com graduate from CSJM University and ITIL V4 certified in 2022.