About
Service Management and IT Operations professional with 3.9 years of experience in critical incident management and infrastructure monitoring. Proficient in ServiceNow (SNOW) and enterprise monitoring tools including Splunk ITSI and SolarWinds, ensuring SLA adherence, high availability, and rapid issue resolution.
Skills & Expertise (20)
Work Experience
Associate Admin
TeamLease
Mar 2022 - Jul 2023
Led critical incident management and infrastructure monitoring, ensuring rapid resolution of high-priority (P1/P2) incidents within SLA. Managed incidents end-to-end using ServiceNow (SNOW), including incident, problem, and change management. Proactively monitored critical applications, servers, and Amazon Connect services to ensure high availability and performance. Provided weekend support for OCT (Optical Coherence Tomograph) systems, including monitoring, operational checks, break-fix troubleshooting, issue coordination, and incident resolution. Delivered weekend-only support for SCCM (System Center Configuration Manager), assisting with system monitoring, deployments, and resolving infrastructure and application issues. Collaborated with cross-functional teams for triage, root cause analysis, and service restoration, minimizing downtime. Hands-on experience with monitoring tools including Splunk ITSI, SolarWinds, Meraki, and SCE Client.
Infra Managed Service Analyst
Accenture
Jul 2023 - Feb 2026
Led critical incident management and infrastructure monitoring, ensuring rapid resolution of high-priority (P1/P2) incidents within SLA. Managed incidents end-to-end using ServiceNow (SNOW), including incident, problem, and change management. Proactively monitored critical applications, servers, and Amazon Connect services to ensure high availability and performance. Provided weekend support for OCT (Optical Coherence Tomograph) systems, including monitoring, operational checks, break-fix troubleshooting, issue coordination, and incident resolution. Delivered weekend-only support for SCCM (System Center Configuration Manager), assisting with system monitoring, deployments, and resolving infrastructure and application issues. Collaborated with cross-functional teams for triage, root cause analysis, and service restoration, minimizing downtime. Hands-on experience with monitoring tools including Splunk ITSI, SolarWinds, Meraki, and SCE Client.
Education
Pursuing Online BCA - Lovely Professional University
2025 - 2028 · Afghanistan
Diploma in Mechanical Engineering - KK Polytechnic, Dhanbad
- 2017 · Afghanistan
12th - CBSE
- 2014 · Afghanistan
10th - CBSE
- 2011 · Afghanistan
Certifications
Cloud digital leader
· 2028
