Mohd Mujahed

Operations Associate

Hyderabad, Telangana, India11 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in ServiceNow customization and administration.
Strong background in IT service management and infrastructure support.
Proven leadership in managing IT teams and projects.

Stackforce AI infers this person is a SaaS and IT Service Management expert with strong infrastructure and cloud computing skills.

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Skills

Core Skills

Servicenow AdministrationIt Service ManagementInfrastructure ManagementNetwork Engineering

Other Skills

Servicenow developerCSMITOMintegrationCloud ComputingNetwork AdministrationVirtualizationActive DirectoryMicrosoft AzureAWS SecuritySQLITILTeam LeadershipPowershellWeb Application Security

Experience

11 yrs 1 mo

Total Experience

3 yrs 8 mos

Average Tenure

8 yrs

Current Experience

Epiq

ServiceNow Administrator & Developer at Epiq

May 2018 – Present · 8 yrs · Hyderabad, Telangana, India · Hybrid

Bringing IT teams and development teams together through streamlined project management approaches
Handle user access and permissions. create and manage user accounts, assign roles, and configure group memberships
Set up email notifications to keep users informed about incidents, changes, and other relevant events.
Develop and maintain custom reports, dashboards, and analytics to provide insights into IT service performance, operational trends, and key metrics.
Tailor ServiceNow to meet the organization’s specific needs. This involves creating custom tables, fields, forms, and workflows.
Write scripts (such as Business Rules, Client Scripts, and UI Policies) to automate processes within ServiceNow.
Design and maintain the service catalog, which allows users to request services and items.
Handle service requests, approvals, and fulfillment.
Monitor system performance, troubleshoot issues, and implement optimizations to ensure the reliability and scalability of the Service Now platform.
Working on record producers, catalog items, and workflow.
Run background script to update required fields on incident or change forms.
Collaborate with various teams to understand their requirements and translate them into ServiceNow solutions.
Based on the requirement design the form and layout.
Customize applications by creating and modifying modules, forms, workflows, and business rules.
Create technical documentation for their customizations and solutions
Training to end-users and offer technical support when needed.
Monitor the performance of the ServiceNow instance. quarterly checkups ensure optimal system health and responsiveness

Servicenow developerServiceNow AdministrationIT Service ManagementCSMITOMintegration+9

Host analytics inc

Application and infrastructure support (IT Engineer)

Jan 2017 – Apr 2018 · 1 yr 3 mos · Hyderabad Area, India

Provide service to SaaS/Cloud Services by providing proactive knowledge and acting as an escalation point for Service Operations. Resolve issues & incidents within SLA.
Creating double tickets and providing the updates to the internal teams and customers.
Monitor the infrastructure alerts, troubleshooting and escalating to the concerned teams of all the equipment, applications, servers, URL’s etc.
Provide support to the customers regarding the issues and keep them updated with the status.
Perform initial troubleshooting of the issue reported and escalate to the appropriate personnel as and when required.
Follow-up and ensure that the reported issue has been resolved.
Work with network engineers, field technicians, equipment vendors, and carriers to troubleshoot and resolve the issues.
Provide maintenance notifications received from vendors to the internal teams.
Add/modify the devices into monitoring through monitoring tool.
Involved in training, troubleshooting, and maintaining monitoring efficiency (Acting as a lead for a group of 3 members).
Ensure appropriate use of tools/technology/processes.
Handling the shift Turnover process and publishing the daily turnover report to teams.
Involved in major incident calls and engaging respective teams to make sure the outage is addressed.
Supervise a 24/7 Network Operation Center's (NOC) shift operations and personnel. Assign and manage the workload of shift personnel as well as escalate resource constraints to management and day to day NOC operations, escalations, ticketing, and communications with customers.
Ensure that the NOC goes beyond what is required as defined by Service Level Agreement.
Manage and coordinate monthly maintenance as scheduled