Asam Ahmad

Analytical and performance-oriented professional with over 10 years of experience, resolving major incidents, supporting technology disaster recovery process, providing networking support, and delivering IT engineering support.

Possess in-depth knowledge and understanding of significant incident triage, networking, root cause analysis, disaster recovery, and customer support.

Adept at introducing key technology solutions to meet the changing needs of clients, projects, and business environment.

Highly skilled in fulfilling client requirements with long-term resolutions to complex IT challenges. Continually focused on identifying and resolving technical issues.

Articulate communicator, exhibiting excellent relationship management skills at all levels with fluency in English, Urdu, and Punjabi.

VODAFONE                                                                                                                                                                             May 2015 – Sept 2023

Service Incident Manager (Ministry of Justice)

Organise and utilise resources by functioning within an ITIL based framework to restore a normal service operation which results in reducing disruption to customers. Conduct detail analysis to identify major issues and take the appropriate initiative to resolve incidents within agreed SLA. Competently deliver support to 3rd party supplier in managing governance and relationship, resulting in the smooth running of technical functions. Formulate plans to deliver incident management information for management packs and significantly increase awareness of on-going incidents.

• Streamlined day-to-day functions by supporting problem management and root cause analysis processes.
• Developed priorities and updated service desk system by supporting and managing significant incident triage.
• Established guidelines to carry out post-incident review and structured procedure to effectively communicate outcome in a timely manner.

IBM                                                                                                                                                                                           Jan 2008 – May 2015

Global Major Incident/Problem Manager (Jones Lang LaSalle, BP, eBusiness)

To coordinate and drive customer network incident and IT infrastructure incidents based on ITIL Incident Management framework in order to restore normal service operation as quickly as possible minimising the disruption to businesses. To prepare an Incident report and drive improvement actions across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice.

• Manage & Drive, Network & IT infrastructure escalated incidents.
• Support Major / Multiple incident management. 
• VIP and Stakeholder engagement. 
• Manage incident progress & resolution communications, adhering to SLA’s and KPI’s
• Service incident reporting and Root Cause Analysis. 
  
   

Dell                                                                                                                                                                               Jan 2004 – Dec 2007

Systems Engineer (B2B)

Identified and fulfilled the needs of high-profile business customers as well as taking corrective measures to respond to the severity of incidents. Initial triage interaction. Delivered 1st and 2nd line support by monitoring and responding to incoming incidents and requests, also escalated high priority incidents to the engineering support team leader.Completed all assigned tasks in an efficient manner, including service level and escalation management, third party vendor management, and maintenance of Cisco VC. 

• Defined processes and procedures to manage all helpdesk incidents, service requests, and changes which helped in logging, categorising, and resolving issues in an effectively and efficiently.
• Guided and encouraged all colleagues in resolving issues at first point of contact and provided constructive feedback which enhanced performance and productivity.

TECHNICAL PROFICIENCIES

AWARDS

• James Watt College Award for final year Multimedia Project               (Aug’95 - Jun’96)
• Best Multimedia Computing Student Award                                         (Aug’93 – Jun’95)
• Certificate of Merit for effort & attainment.                                         (Aug’91 - Jun’92)