Mohammed Arham Iqbal
@mohammedarhamiqbal
Major Incident & Problem Manager leading 24/7 response and RCA to prevent repeat outages.
IndiaWhat I'm looking for
I’m a Dedicated Major Incident & Problem Manager with a proven track record of effectively managing critical incidents in fast-paced environments. At Tech Mahindra, I lead a team of 8 analysts during the USA night shift, create MIR reports and shift handover materials, run 100% audits on handled tickets, and act as the central point of contact by initiating crisis protocols for critical incidents.
I’ve managed Major Incidents for The Boeing Company on 24/7 service restoration teams, coordinating resources across functional and geographic boundaries to minimize business disruption and maintain timely communication with client stakeholders and executive management. From Convergys to NTT DATA, I’ve hosted the MI Bridge, ensured end-to-end lifecycle progression and SLA adherence, documented RCA and lessons learned, and driven continuous improvement through post-incident reviews, knowledge-base updates, and preventive measures to reduce recurrence.
Experience
Work history, roles, and key accomplishments
Transitioned into Tech Mahindra as part of the Boeing project migration and lead a team of 8 analysts for the USA night shift. Manage major incidents end-to-end by running crisis protocols, coordinating SMEs across functions, and performing 100% audits on handled tickets.
Major Incident Management Specialist
Cocolevio LLC
Oct 2024 - Jul 2025 (9 months)
Managed major incidents for The Boeing Company and led 24/7 service restoration teams. Initiated and coordinated multi-team escalations across applications, networks, platforms, and data integrity to minimize business disruption and drive restoration to resolution.
Major Incident Manager
Convergys
Jul 2023 - Aug 2024 (1 year 1 month)
Owned end-to-end management of P1 and P2 tickets by qualifying major incidents, hosting the MI bridge, and maintaining SLA adherence. Led a team of 14 L1 associates and drove continuous improvement through post-incident reviews, RCA, and knowledge/lesson-learned documentation.
Managed P1 and P2 tickets through the full lifecycle by validating major-incident eligibility, opening and hosting the MI bridge, and coordinating stakeholder communications. Produced and supported RCA submissions within agreed SLAs and continuously monitored network/system health using tools and dashboards.
Handled globally escalated major incidents (P1/P2) by qualifying MI eligibility, hosting the MI bridge, and coordinating resolver groups until resolution. Built and maintained knowledge management for shared access and supported continuous monitoring of network performance and system health.
Provided customer support via phone, email, and chat for users across the USA and Canada, troubleshooting hardware/software, networking, OS (Windows/Mac), and Microsoft Office issues. Used tools including SNOW, Bomgar, SCCM, Azure, and Active Directory, and escalated priority issues to senior management.
Education
Degrees, certifications, and relevant coursework
Mohammad Ali Jauhar University
Bachelor of Technology
Completed a Bachelor of Technology at Mohammad Ali Jauhar University in 2016.
Central Board of Secondary Education
Intermediate
Completed Intermediate (CBSE) in 2011.
Central Board of Secondary Education
High School
Completed High School (CBSE) in 2009.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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