Usama Zia

Experience

• 

  I2c Inc.

  Sept 2019 - now

  Sr. Service Delivery and Incident Analyst

  • Collaborating with the stakeholders to gather and understand their requirements, ensuring alignment with service delivery goals.• Leading incident resolution efforts, analyzing and mitigating the impact of incidents promptly to maintain optimal service levels.• Utilizing Excel for data cleaning, manipulation, and analysis, including pivot tables, pivot charts, and formulas in ad-hoc/post-incident analysis.• Conducting SQL queries to extract and transform data from relational databases, facilitating comprehensive incident analysis. Scheduled complex SQL queries to monitor the activity and trends of different modules and applications of multiple clients.• Providing the statistics of financial and non-financial activity of the clients using Power BI reports daily.• Presenting the incident and root cause reports to the management weekly. Maintaining the same reports to serve as guides for future reference in case of recurring incidents.• Collaborating with cross-functional teams to identify root causes and implementing preventive measures, reducing incident recurrence.• Participating in the development of Python scripts to automate routine tasks.• Optimizing the existing processes and suggestions to enhance the current ones or introducing new processes to align with the team goals. • Mentoring and guiding junior team members, fostering a culture of continuous improvement and skill development. Show less