Zeeshan Momin

Experience

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  Impact Infotech Pvt. Ltd. - India

  May 2015 - May 2016

  Technical Support Specialist
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  NCR Corporation

  May 2016 - Jun 2021

  • Manage Escalation from Stakeholders, Leadership Team.• Initiate Major Incident Management and Problem Management Process.• Manage critical unscheduled outages analyzing the impact.• Engage relevant teams beyond the defined SLA.• Manage major Change Activities/Setting up Technical Bridge call and update Business.• Search/Work for workaround to minimize the impact of the issue.• Implementation of DR/BCP (Business Continuity Process) in case of major downtime.• Manage major projects like Network Upgrade, Site Expansion, Application updates etc.• Monitor the Plant Production during Month End and send Daily Report to LT Team.• Working on Live Action Network Tool to analyze Top Talkers from site.• Working on Orion Network Tool to analyze Bandwidth Utilization of Sites.• Manage the Monthly Security Compliance for Plant Machines. Show less • Troubleshooting with Office 365 issues (All products)• Managing client system through EPO Console.• Intune Configuration and Management.• MDM (Mobile Device Management), AirWatch Console related issues AirWatch Enrollment, Device Encryption• VPN connectivity issues• Hardware issues/ System Reimaging.• Network/LAN Connectivity issues/Remote Desktop Connection.• Communicating with Level 2 team accordingly for major application down issues.• BitLocker Management and related issues. Show less

  • Support Escalation Engineer

    Apr 2019 - Jun 2021

  • IT Analyst

    May 2016 - Apr 2019
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  Jacobs

  Jun 2021 - Feb 2022

  Senior Information Technology Analyst

  • Advance troubleshooting on issues escalated by L1 team.• Incident Management, Problem Management, Major Incident, Escalations, Resolution Management, Change Request.• SLA Management.• Manage Active Directoryo Assign Licenseso Add Users/Computers to Security Groupo Push Applications through Software Center• McAfee/BitLocker Recovery – Manage Portal.• Advance troubleshooting on Microsoft Office 365 Applications – Email Configuration, New Profile, Managing Office Updates, PST Files, OneDrive, SharePoint etc.• Provide Technical Training to L1/L2 Team.• Review/Create new Knowledge Articles. Show less

• 

  RBL Bank

  Feb 2022 - Jan 2023

  Assistant Manager - Major Incident

  • Co-ordinate and handle Major Incident Management process for client, providing end-to-end management of Severity 1 and Severity 2 incidents.• Manage incidents ensuring minimal disruption to the services.• Follow Escalation Matrix to get correct teams/right level of support from technical teams and management.• Sending out communications per the severity and application to CIO-1 level audience and key Stakeholders through Email and SMS• Handle conflict situations - quick decision making, leading the Incident/Escalation calls.• Prepare Incident Chronology and work with Problem Manager to get RCA from the relevant teams. Show less

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  Yotta Data Services Private Limited

  Jan 2023 - now

  Manager IT Operations