Mohammed Ismail

ITIL-certified IT Service Management professional with progressive experience across Major Incident, Problem, Change, and Service Request Management, including exposure to Service Integration and Management (SIAM) within multi-vendor, security-conscious environments. Skilled at optimizing ServiceNow workflows and the Service Catalog, driving SLA/KPI performance, and acting as the bridge between business, security, and technical teams. Proven track record leading war rooms, CAB/ECAB governance, and stakeholder reviews to reduce operational and security risk while ensuring compliant, resilient service delivery.

Senior Specialist – Service Management at HCL Technologies (2026-02 – Present)

• Manage Major Incidents (P1/P2) end-to-end, leading war rooms and driving triage across technical teams to restore service quickly with minimal business impact.
• Govern SIAM operations, coordinating across vendor partners (including BT and Accenture) and cybersecurity teams to maintain SLA/KPI compliance across the service ecosystem.
• Own Change Management (CAB/ECAB) for the account, covering risk assessment, change approvals, and post-implementation reviews to reduce change-related incidents.
• Lead Problem Management, driving RCA delivery, trend analysis, and closure of corrective and preventive actions to reduce incident recurrence.
• Manage Service Requests and Customer Facing Services (CFS), ensuring end-to-end tracking, cross-team coordination, SLA adherence, and stakeholder communication.
• Act as a liaison between business, security, and technical stakeholders, surfacing operational and security risks within service management processes and driving mitigation.

Major Incident Manager (Executive) at Regalix India Private Limited (2025-01 – 2025-12)

• Managed high-priority Severity 1 and Severity 2 incidents as both Major Incident Manager and Problem Manager, owning the incident from detection to closure.
• Led technical conference bridges, evaluated severity levels, supervised change management activities, and maintained direct communication with executives and senior stakeholders during live incidents.
• Ensured root cause analysis entries were captured during Major Incidents and that resulting RFCs were created, tracked, and followed through to closure after service restoration.
• Leveraged network monitoring tools to observe performance, analyze traffic trends, and detect and resolve issues proactively.
• Ensured incident records were fully updated prior to Problem Management handover, and published management reporting on ageing tickets, SLA performance, outage, availability, and case-type trends.
• Engaged regularly with Engineering, Operations, and cross-functional management on recurring technical issues, providing feedback and leadership to the product support team.

Major Incident Manager (Data Specialist Expert) at Redseer Strategy Consulting Pvt Ltd (2021-12 – 2024-09)

• Implemented and executed end-to-end major incident management processes — invocation, ownership, escalation, communication, and service restoration — for a 15-member remote team spanning multiple countries and time zones.
• Generated post-incident review documents and participated in problem management review meetings to determine root cause and drive corrective action.
• Delivered prompt feedback to senior management on service-quality issues; facilitated teleconferences and weekly cross-time-zone staff meetings.
• Compiled executive reporting (weekly, monthly, quarterly) using ServiceNow and PowerPoint, and maintained accurate, up-to-date incident playbooks and procedure manuals.
• Applied ITIL best practices to coordinate across application, infrastructure, third-party supplier, and business-unit teams, managing both Major Incident and Problem Management for Severity 1 and Severity 2 incidents.

BBA – ASC Degree College, Bangalore University (2018 – 2021)