Hafsa Malik
@hafsamalik
Eager professional skilled in incident and request management.
IndiaWhat I'm looking for
I am Hafsah Malik, a dedicated professional with extensive experience in incident management, request management, and problem-solving within the IT sector. My journey at NTT DATA has equipped me with the skills to coordinate and manage incidents effectively, ensuring that all stakeholders are informed and that incidents are resolved within service level agreements. I take pride in leading post-incident reviews and implementing lessons learned to enhance operational efficiency.
In addition to incident management, I have a strong background in request management, overseeing the entire process from intake to closure. My ability to prioritize and track requests ensures that they are handled in accordance with organizational policies. I also have experience in resource management, where I have successfully screened candidates and aligned interviews with senior leadership, contributing to the growth of the team.
I am eager to leverage my skills and drive professional growth within a dynamic company. I believe in being resourceful, innovative, and adaptable, and I am committed to contributing to organizational success as an active member of the team.
Experience
Work history, roles, and key accomplishments
Request Management Specialist
NTT DATA
Sep 2021 - Present (3 years 10 months)
Oversaw the entire request management process from intake to closure, prioritizing, assigning, and tracking requests. Ensured requests were handled in accordance with organizational policies and procedures, and communicated status updates to stakeholders.
Problem Management Specialist
NTT DATA
Sep 2021 - Present (3 years 10 months)
Assisted in identifying and documenting root causes of problems, working with the problem management team to implement permanent fixes. Conducted post-resolution reviews of major incidents and assisted in the review and approval of change requests.
Resource Management Specialist
NTT DATA
Sep 2021 - Present (3 years 10 months)
Screened candidates and conducted initial interview rounds. Aligned interviews with senior leadership to facilitate the hiring process.
Incident Management Specialist
NTT DATA
Sep 2021 - Present (3 years 10 months)
Coordinated all activities related to incidents, ensuring efficient and effective handling. Led post-incident reviews, implemented improvements, and managed incident bridge calls with support teams.
Queue Management Specialist
NTT DATA
Sep 2021 - Present (3 years 10 months)
Managed queue operations by logging, categorizing, and prioritizing incidents, coordinating with technical teams for resolution. Monitored incident status to ensure timely resolutions and escalated as necessary.
Education
Degrees, certifications, and relevant coursework
Kashmir University
BBA-MBA, Business Administration
2014 -
Studied Business Administration and Management, gaining comprehensive knowledge in various business functions. Developed skills in incident management, request management, and problem-solving.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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