Syed hussain

I am ITSM Measurement & Reporting Analyst

• Worked extensively on ITIL Processes as mentioned below by being a part of Service Management Team in MCMS(Multi cloud Managed Services)
• Service Level Management
• Incident Management
• Problem Management
• Change Management

 

• Actively involved in ServiceNow SLA trouble shooting as per agreement for different clients.
• Managing all current and planned IT services which are delivered to customers on agreed achievable targets. Monitor and report the data on what has been achieved.
• Actively Involved in Daily, Weekly & Monthly Reports, Dashboards highlighting various agreed SLA Attainment pertaining to Incident, SR, Change and Problem Tickets.
• Ensures every SLA breach are tracked and proper justification to the breach are sent to SDMs,DPEs for review.
• Ensures that the stack holders current & future service requirements are identified, understood, and documented in SLAs and SLM deck,
• Ensures that improvement initiatives identified in service reviews are acted on and progress reports are provided to stack holders.
• Initiative on new technologies and methodologies to automate and maximize efficiency of services.
• Hands on experience on using ITSM tools for Creating and Testing IPC & SRs.
• Active Participation on Call with SDMs,DPEs,Line Managers to Review the Status of IPC & SRs.
• Follow With SDM and DPE on the Ticket getting Breach.
• Sending Report on the Ticket about to breach where SLAs can be Achieved. 
• Followed ITIL & ITSM Methodology.

Diploma in Mechanical