Open to opportunities

Zeeshaan Khokhar

@zeeshaankhokhar

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ITIL® 4 Certified IT Professional with 10+ years in ITSM.

Zimbabwe

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What I'm looking for

I am looking for a role that values collaboration, continuous improvement, and offers opportunities for professional growth.

I am an ITIL® 4 Certified IT Professional with over 10 years of experience specializing in IT Service Management (ITSM) and Problem Management. My career has been marked by a commitment to enhancing operational efficiency and service reliability through comprehensive documentation, process optimization, and cross-functional collaboration.

In my most recent role as a Lead Technology Services Application Maintenance / Reliability Engineer at Johnson & Johnson, I successfully created user guides and training materials, optimized operational documentation, and utilized Tableau for monitoring system health. My proactive approach in leading Problem Management meetings and facilitating post-incident reviews has significantly contributed to preventing recurring incidents and enhancing service quality.

Throughout my career, I have demonstrated my ability to manage high-priority incidents, support change and release management, and collaborate with stakeholders to drive service improvement projects. I am passionate about leveraging my expertise to foster a culture of continuous improvement and operational excellence.

Experience

Work history, roles, and key accomplishments

Lead Technology Services Application Maintenance / Reliability Engineer

Johnson & Johnson

Oct 2023 - Jun 2025 (1 year 8 months)

Created comprehensive documentation including user guides, process workflows, and training materials tailored for cross-functional teams. Optimized and maintained operational documentation and runbooks to support incident management and service readiness. Utilized Tableau reports to monitor system health and KPIs including Service Level Agreement (SLA), Mean Time to Resolve (MTTR), Mean Time To Fu

Problem Management Tableau Scrum Agile Jira Root Cause Analysis Change Management Incident Management

Problem Manager/Incident Commander - IT Analyst

New York Presbyterian Hospital

Mar 2019 - Sep 2023 (4 years 6 months)

Supported the design and readiness of new catalog items and service flows to enhance self-service and user experience. Created comprehensive documentation including user guides, process workflows, and training materials tailored for cross-functional teams. Led onboarding of ServiceNow Project Management and Problem Management, including training, documentation, and stakeholder alignment across dep

ServiceNow Problem Management Incident Management Project Management Root Cause Analysis ITIL Change Management Knowledge Management Stakeholder Management Training

Service Desk Analyst

New York Presbyterian Hospital

Nov 2013 - Mar 2019 (5 years 4 months)

Resolved technical issues and documented solutions in knowledge articles. Managed and prioritized support tickets using incident management tools such as Remedy and ServiceNow. Sent outage notifications and escalated major incidents promptly.

Incident Management Remedy ServiceNow Active Directory SCCM Technical Support Knowledge Management IT Support Troubleshooting Ticketing Systems

Education

Degrees, certifications, and relevant coursework

New York City College of Technology

Bachelor of Technology, Technology

Studied a Bachelor of Technology degree at New York City College of Technology. Gained foundational knowledge and skills relevant to the technology field.