Abdul Razak

Proactive IT Service Management (ITSM) professional with 4 years of experience specializing in Major Incident Management and ITIL-based processes, including Incident, Change, Problem, and Request Management within enterprise environments. Proven ability to lead high-priority incident bridge calls, coordinate cross-functional infrastructure, application, and vendor teams, and drive swift service restoration while minimizing business impact. Hands-on experience with ITSM tools such as SummitAI, with a track record of optimizing processes, translating requirements into actionable improvements, and enhancing service delivery.

Adept at monitoring incident trends, supporting compliance audits, and contributing to continuous improvement initiatives. Recognized for strong communication skills, ability to perform under pressure, and driving collaboration across cybersecurity, service desk, and third-party teams to ensure operational excellence.

Support Engineer at ASPL Info Services Pvt Ltd (2022-10 – Present)

• Led end-to-end Major Incident Management by owning and facilitating incident bridge calls, ensuring structured communication, timely escalations, and effective engagement of technical teams.
• Coordinated recovery efforts across infrastructure, application, and third-party/vendor teams to restore services within defined SLAs and minimize business impact.
• Managed stakeholder communication during critical incidents, providing clear, concise, and timely updates to business leaders, service owners, and executive management.
• Ensured adherence to ITIL-aligned Service Management practices, including Incident, Problem, and Change Management, maintaining process compliance and operational standards.
• Conducted Root Cause Analysis (RCA) and facilitated Post-Incident Reviews (PIR), driving actionable insights, documenting lessons learned, and implementing continuous improvement initiatives.
• Monitored incident trends, identified recurring issues and systemic gaps, and proactively recommended preventive measures to enhance service stability and resilience.
• Collaborated with cross-functional teams including Cybersecurity, Service Desk, and external vendors to strengthen Major Incident Management (MIM) processes and improve response effectiveness.
• Supported process improvement initiatives, compliance audits, and operational reviews, ensuring alignment with organizational standards and best practices.
• Utilized ITSM tools such as SummitAI for incident tracking, reporting, and KPI analysis, delivering insights through dashboards and executive summaries
• Reviewed, assessed, and coordinated Change Requests (CRs), ensuring alignment with business needs and technical feasibility.
• Initiated and managed Problem Records through full lifecycle, collaborating with cross-functional teams to implement effective resolutions.
• Monitored incident queues to ensure SLA compliance and addressed bottlenecks proactively.
• Performed trend analysis on recurring incidents to identify underlying patterns and reduce future incidents.
• Identified and drove process improvement initiatives to enhance operational efficiency and service quality.
• Trained and mentored teams on ITSM best practices and process adherence to ensure consistent service delivery.

Engineer (Administrator) at PAMP Technologies (2021-08 – 2022-10)

Bachelor of Computer Applications in Computer Applications – Bangalore University (2021)