Saijad Patel

Experienced IT professional with 8 years of progressive expertise in Information Technology, currently holding the position of Incident & Problem Manager at Civica India. Exhibits a demonstrated ability to thrive in challenging scenarios, consistently delivering high-quality IT services to clients.

• Managing the efficient administration of Incident and Problem Management processes within Service Delivery Platforms, ensuring seamless support for both internal and external services hosted on Cloud Infrastructure on behalf of Customers and Civica Business Units.
• Initiated the establishment of bridge rooms during major incident and critical events, facilitating rapid response and resolution implementation.
• Created and sustained comprehensive documentation for the Incident and Problem Management processes in shared repositories, ensuring efficient process management.
• Collaborated with technical teams to craft and deliver comprehensive incident updates, ensuring transparent communication with stakeholders.
• Led the post-resolution review and preparation of major incident reports for significant critical incidents, conducting thorough investigations into root causes and recommending preventive actions.
• Managed Key Performance Indicators (KPI) and Service Level Agreement (SLA) data, attaining a commendable 95% compliance rate for incident management SLA metrics.
• Conducted incident trend analysis, identifying underlying causes and implementing service improvement plans, leading to a 15% enhancement in overall incident management efficiency.
• Managed the end-to-end lifecycle of problem tickets and knowledge bases, including KB articles and known errors.
• Managed the end-to-end delivery of IT Problem Management service, including initiation, implementation, closure, and post-implementation review.
• Proactively identifying problems, analysing issues, and recommending Service Improvement plans by collaborating with technical teams.
• Crafted comprehensive Post-Incident Reports, Root cause reports systematically detailing Direct Cause, Root Cause, and timelines as part of essential job responsibilities.
• Coordinated Problem reviews, representing Problem Management in review forums to drive closure and update all necessary information before finalizing problem records.
• Leverage the 5 Why analysis technique to conduct in-depth investigations into the root causes of problems, systematically probing deeper to uncover the underlying issues and develop comprehensive solutions.
• Implemented proactive problem management strategies, resulting in a 20% reduction in incident occurrences.
• Established and allocated problem tasks to the respective owner, ensuring clear ownership and accountability for the completion of necessary actions.

Master of Computer Application completed in Year 2014.