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Fahad Chowdhury

@fahadchowdhury1

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Experienced Incident Manager with a proven track record in crisis management.

United Kingdom

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What I'm looking for

I am looking for a role that allows me to lead teams, drive incident resolution, and foster a culture of continuous improvement in a dynamic environment.

I am an experienced Incident Manager with a strong background in IT Service Management (ITSM) and crisis management. Over the past two years, I have honed my skills in coordinating cross-functional teams to minimize downtime and improve service efficiency. My proactive approach to incident resolution has allowed me to handle high-pressure situations effectively, ensuring that service level agreements (SLAs) are met and customer satisfaction is maintained.

Currently, I am a Major Incident Manager at Aker Systems, where I lead efforts to resolve critical incidents and implement root cause analysis (RCA) to prevent future occurrences. My commitment to continuous improvement is evident in my ability to create actionable plans and foster collaboration among various teams. I am also pursuing further qualifications in cloud fundamentals and security to enhance my technical expertise.

Experience

Work history, roles, and key accomplishments

Current

Major Incident Manager

Current

Aker Systems

Jan 2024 - Present (1 year 6 months)

Managed critical incidents, minimized downtime, and ensured effective communication between resolver groups. Coordinated cross-functional teams to improve service efficiency and adhere to SLA standards.

Incident Management IT Service Management Crisis Management Root Cause Analysis SLA

Application Support Service Desk Manager + OOH Incident Manager

Aker Systems

Sep 2022 - Present (2 years 10 months)

Oversaw a team of 7 application support analysts, managing day-to-day operations, training, and mentoring. Developed and implemented support processes, procedures, and policies to ensure effective resolution of incidents and problems.

Application Support Team Leadership Performance Monitoring

1st/2nd Line Support Engineer

Matrix SCM Limited, Newham Council

May 2022 - Present (3 years 2 months)

Provided 1st and 2nd line support, resolving incidents and service requests for optimal productivity. Managed Active Directory setups, Office 365 migrations, and remote application installations.

Active Directory Office 365 Remote Support

Business Administrator

HMP Pentonville, Islington

May 2020 - Present (5 years 2 months)

Managed detailing for over 90 Prison Officers, ensuring adequate staffing levels across all jail wings. Handled end-of-month escort costing figures and organized "Bed watches" for inmates requiring medical attention.

Time Management Administrative Support Data Management Communication

Admin Support Engineer

Group call Limited

Aug 2019 - Present (5 years 11 months)

Handled incoming calls, logging client details and addressing IT issues over the telephone. Managed a high-pressure environment with up to 100 calls daily, calming dissatisfied clients while maintaining professionalism.

Customer Support Incoming Call Management Ticketing Systems Problem Solving Communication

Technical Engineer Apprentice

Westwood Associates

Jul 2017 - Present (8 years)

Maintained IT systems for professional organizations, ensuring operational efficiency and client satisfaction. Set up and upgraded workplace computers, servers, and accessories.

O365 Windows OS Ticketing Systems Customer Service

Education

Degrees, certifications, and relevant coursework

Trailblazer

Level 3 Apprenticeship, Networking Infrastructure Technician

Completed a Level 3 Apprenticeship in Networking Infrastructure Technician. Studied cloud fundamentals, coding and logic, mobility and devices, and networking fundamentals.

Newham College

B-Tec Level 3 Engineering, Engineering

Grade: DDM

Achieved a DDM in B-Tec Level 3 Engineering. Completed the program in 2013.

BSix College

B-Tec Level 2 Public Service, Public Service

Grade: Distinction

Achieved a Distinction in B-Tec Level 2 Public Service. Completed the program in 2012.

Heathcote Secondary School

GCSE Qualifications, General Studies

Grade: English Lit – C, English Lang – C, Science – C. C (Double award), Math’s – C, Physical education – C

Completed GCSE Qualifications in June 2009. Achieved grades C in English Literature, English Language, Science (Double Award), Mathematics, and Physical Education.