Boris Malik

Operations Associate

Noida, Uttar Pradesh, India7 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in problem and incident management.
Proven track record in service assurance for critical projects.
Strong knowledge management and client communication skills.

Stackforce AI infers this person is a skilled Incident and Problem Management professional in the Aerospace sector.

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Skills

Core Skills

Problem ManagementIncident ManagementService Assurance Management

Other Skills

Client CommunicationCustomer SatisfactionDocumentationITSM ToolsInventory ManagementKnowledge ManagementRoot Cause AnalysisStakeholder ManagementTeam LeadershipTeam ManagementTeamworkTechnical Team Management

Experience

Reliance smsl limited

Senior Executive

May 2022 – Present · 3 yrs 10 mos · On-site

 Responsible for performing root cause analysis for all severity incidents.
 Responsible for creation, resolution and closure of problem tickets.
 Responsible to work on proactive problem management ( Alert and ticket analysis )
 Prevent recurrence of incidents in the IT infrastructure through problem management.
 Regulate the lifecycle of the problems reported through the ITSM tool (PM Tool- Everest), ensuring strict adherence to problem management processes and agreed Service Level Agreements.
 Co-ordinate with the support tracks to ensure the RCA(Root cause analysis) is uploaded within the defined SLAs.
 Responsible for performing root cause analysis for all severity incidents.
 Management reporting and providing management information related with aging by keeping a track of all the data associated at Knowledge Management level.
 Able to better manage knowledge effectively at an organization and team level.
 Responsible for Harvesting Knowledge, ideas generated & review knowledge nominations.
 Handle client escalations and manage 24*7 incidents to limit the impact by engaging technical bridges.

Root Cause AnalysisProblem ManagementITSM ToolsKnowledge ManagementIncident Management

Nelco limited

Associate – Network Operations Engineer (Shift Lead)

Mar 2019 – May 2022 · 3 yrs 2 mos · On-site

 Working experience in SAM (Service Assurance Management) team for ISRO project.
 Engage the practice teams on a regular manner around updates/clarifications
 Management reporting and providing management information related with aging by keeping a track of all the data associated at Knowledge Management level.
 Able to better manage knowledge effectively at an organization and team level.
 Responsible for Harvesting Knowledge, ideas generated & review knowledge nominations.
 Engage the practice teams on a regular manner around updates/clarifications.
 Document reports for the project for different teams that would directly go to the client.
 Manage all priority 1 incidents and drive to resolution.
 Dealing with Major service failures being a part of NOC team of emergency ISRO G-SAT 11 project, involving the management of technical teams tasked with restoring services and the distribution of incident related communications stakeholders.
 Pro-active management of lower level incidents to ensure these do not escalate into Major incidents.
 Speedy Restoration for all incidents within SLA-Handle client escalations and manage 24*7 incidents to limit the impact by engaging technical bridges.
 Document reports for the project for different teams that would directly go to the client.
 Manage all priority 1 incidents and drive to resolution.
 Speedy Restoration for all incidents within SLA
 Advanced call handling skills , troubleshoot hardware, network , security and application related issues and errors , efficient & documentation of issues.
 Sub-ordinating CIM in related with documentation of logs in detail and communication with the end-user.
 Advanced call handling skills , troubleshoot hardware, network , security and application related issues and errors , efficient & documentation of issues.
 Sub-ordinating CIM (Customer information management) in related with documentation of logs in detail and communication with the end-user.