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Khaleel Qureshi

@khaleelqureshi

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IT professional specializing in incident and change management.

India

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What I'm looking for

I seek a challenging role that allows me to utilize my management skills and grow within a reputable organization.

As an experienced IT professional, I have honed my skills in incident management, change management, and problem management across various organizations. My journey began as a Support Analyst, where I provided Level 1 support and utilized ticketing tools to manage incidents effectively. Over the years, I have progressed to roles such as Senior Support Analyst and Command Centre Analyst, where I managed high-priority incidents and led change management activities.

My expertise lies in implementing ITIL processes and ensuring that service level agreements are met. I have a proven track record of effective communication with stakeholders and clients, which has been crucial in driving service improvements. I am passionate about leveraging my management skills to contribute to organizational growth while continuously enhancing my knowledge of emerging trends in the IT sector.

Experience

Work history, roles, and key accomplishments

Command Centre Analyst

NTT Data

Apr 2020 - Sep 2020 (5 months)

Managed high priority incidents and led change management activities within a structured process framework. Initiated bridge calls based on service impact, coordinated with internal teams, and chaired CAB calls to evaluate risks. Conducted day-to-day auditing of SLA breached incidents and change audits.

Incident Management Change Management SLA Management Service Management Root Cause Analysis MS Office Service Delivery

Senior Support Analyst

Virtusa

Jul 2019 - Dec 2019 (5 months)

Handled high priority incidents as Major Incident Manager (MIM). Managed project activities, chaired change review calls, and was responsible for SLA/KPI reporting while coordinating with inventory data.

Incident Management Change Management MIS SLA Reporting Stakeholder Management Communication Skills Service Management

Support Analyst

HLine Soft

May 2015 - Jul 2019 (4 years 2 months)

Provided Level 1 support through phone and desk interactions, utilizing ticketing tools to manage incident inflow. Assigned unresolved incidents to appropriate support teams and maintained communication with users regarding incident status.

Ticketing Incident Management Communication Skills Root Cause Analysis Team Collaboration Problem Solving