AFROZA YESMIN AKHI
Major Incident Manager
Hilversum
Summary
Skilled and Dedicated IT professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
5
5
Languages
Work History
Major Incident Manager
Nike Inc
Hilversum
07.2022 - Current
- Handling critical incidents with exceptional poise and composure, making quick decisions to reduce overall impact.
- Used ServiceNow, Confluence, Slack, Pager Duty, and SolarWinds software to complete a lifecycle of an incident.
- Prioritizing incidents based on their urgency and the impact on business.
- Ensuring activities within the process are performed at a high-quality level and meet its associated Service Level Agreements (SLA).
- Collaborating with multiple teams to resolve advanced problems, finding the root cause, and performing after-action reviews to prevent similar future incidents.
- Documenting all incidents to track recurring malfunctions and finding related workaround quickly to reduce impact.
- Developing highly effective incident response teams and training extensively in preparation for possible events.
Major Incident Manager
Nike Inc
Shanghai
07.2021 - 05.2022
- Conducted post-resolution reviews with team members.
- Provided immediate emergency response and incident management.
- Developed a highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Technical Lead
Wicresoft
Shanghai
03.2020 - 06.2021
- Maintained a team of Technical Support Engineers specialized in O365 Services.
- Worked to remove technical roadblocks for the team to ensure the efficiency of resolving issues on time.
- Communicated with clients to maintain customer satisfaction and loyalty.
- Provided technical training and soft skills training to new hires regarding O365 Services.
- Acknowledging and taking action on escalations from customers, partners, or incident managers to ensure smooth business operations.
- Prepared and Analyzed Power BI reports to keep track of the progress of the quality of support provided by the team members.
Technical Support Engineer
Wicresoft
Shanghai
06.2019 - 02.2020
- Troubleshot and resolved technical issues regarding O365 products, especially Exchange Online services.
- Accurately documented all work performed through a ticketing system, including details and outcomes.
- Ensured accurate and timely resolution of all assigned issues.
- Arranged remote support or email resolution for all email communications, security infrastructures, Exchange Online Protection, Migration, and Hybrid scenarios.
- Conserved the KPI to ensure high-quality technical support.
- Resolved around 150 tickets per month and received the Best Performance Award for consecutively eight months.
E-Commerce Data Analyst
Hangzhou Zhongpei Electronics Co. Ltd
Hangzhou
03.2018 - 05.2019
- Compiled current business intelligence data into reports and presentations
- Tested validity, accuracy, and consistency of new and existing intelligence data
- Organized forecasts and identified trends through data analysis and tracking
- Made actionable recommendations based on data trends
- Drafted and managed KPI reports to monitor service levels, identify trends and execute root cause analysis
- Gathered and organized data to analyze current industry trends.
Education
Bachelor of Engineering - Computer Science & Technology
Hangzhou Normal University
Hangzhou, China 09.2015 - 06.2019
Skills
Programming (C, Python)undefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Major Incident Manager
Nike Inc
07.2022 - Current
Major Incident Manager
Nike Inc
07.2021 - 05.2022
Technical Lead
Wicresoft
03.2020 - 06.2021
Technical Support Engineer
Wicresoft
06.2019 - 02.2020
E-Commerce Data Analyst
Hangzhou Zhongpei Electronics Co. Ltd
03.2018 - 05.2019
Bachelor of Engineering - Computer Science & Technology
Hangzhou Normal University
09.2015 - 06.2019
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