Farhan Farooqui

Experience

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  Tech Mahindra

  Apr 2015 - May 2016

  Technical Support Specialist

  1: Act as the initial point of contact for all Internet connectivity and fiber cable related concerns from clients and customers2: Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients3: Install, configure, and troubleshoot computer systems, servers, and network issues4: Identify and escalate priority issues per Client specifications5: Accurately process and record call transactions using a computer and designated tracking software6: Follow up and make scheduled call backs to customers where necessary7: Explain highly technical details to customers using simple understandable terms Show less

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  Accenture

  Sept 2016 - Apr 2022

  Incident Manager (Data Privacy & Security) - IT Operations

  Project : Data Privacy (Incident Manager) - IT OperationsKey Responsibilities :1. Contain Data breach.2. Setting up of Technical & Management Bridge.3. Speedy Restoration for all incidents.4. Verification of Incident Description to ensure completeness & correctness of the information being sent to the appropriate team.5. To act as a center focal point for all departments during Severity 1 to Severity 3 incident and coordinate between them to get the speedy results.6. Manage Incidence 24X7 and ensure minimal disruption to the service.7. Ensure an Action plan / Back Up Plan is created for the restoration within SLA.8. Ensure timely communication / information flow towards internal & external stakeholders.9. Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA.10.To circulate the important reports related to Severity 1 performance as per the instructions.11.Utilize Service Now for queue monitoring.12. Co-ordinate with leadership to discuss innovation13. Minimize the Business impact of Incidents.14. Prepare MOM & WOW during team meetings.15. To lead the team as one coherent unit and deliver as per agreements.16. Real Time & continuous follow-up with global support teams for Critical incident resolution.17. Manage and coordinate activities during overall ticket life cycle.18. Management Escalation Process.Authority1. To support and implement MSTOP processes2. Authorized to report security breach incidences3. To act as a planned work coordinator for emergency requests beyond normal office hours4. To exercise command during Severity 1 incident on the technical recovery team Show less

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  CSG

  Apr 2022 - now

  Information Security Analyst II