MD SHAHWAZ ALAM

I am an ITIL-certified Major Incident Manager with five years of experience leading major and high-priority incident responses in fast-paced IT environments. I specialize in incident, problem, and change management—facilitating war rooms, executing RCAs, and delivering timely communications to executives and customers to minimize business impact.

I improved incident response times by refining escalation procedures, automating monitoring, and conducting trend analysis to prevent recurrence. I lead cross-functional teams, run Post-Incident Reviews and Problem Review Boards, and present data-driven problem reports to senior management to enhance governance and continuous improvement.