Imran Umar Khan

About the Candidate

IMRAN UMAR KHAN
147-B, Sundernagar, Bhopal-462023 (M.P.) India
Cell +917999952911 | emran_njoy@yahoo.co.in

SUMMARY
Highly motivated Problem Management Analyst with 2+ years of experience in full-lifecycle IT incident management. Expertise in applying ITIL methodologies, particularly in problem identification, root cause analysis, and implementation of corrective actions to minimize incident recurrence and maximize service uptime. Possesses strong analytical skills for data evaluation and clear communication to foster collaboration across technical and non-technical teams. Seeking a challenging position to leverage problem management expertise within a continuous service improvement (CSI) environment.

SKILLS
ITIL Problem Management
Root Cause Analysis
Incident Management
Data Analysis & Reporting
Trend Analysis
Change & Incident Management
Communication & Collaboration
Problem Management Tools (e.g., ticketing systems, knowledge base management)

PROFFESSIONAL EXPERIENCE
TASKUS INDIA PVT LTD, Indore, India
ITSM – Problem Management, March – 2022 – Present

Maintained full lifecycle ownership of Problems, ensuring consistent quality through diagnosis, logging, and escalation to designated teams while adhering to established service level agreements (SLAs). Facilitated effective communication between Service Desk, Functional Support teams, and Customers throughout the Problem lifecycle, ensuring accuracy and timeliness. Possessed expertise in managing both reactive and proactive Problem identification and resolution.
Conduct a comprehensive review of Post Incident Reports (PIRs) for all high-priority incidents (P1 & P2). Ensure each PIR accurately documents the incident, including a detailed explanation of the event, a well-defined root cause analysis, identification of any contributing deficiencies, and the implementation of preventative or corrective actions to minimize the risk of service disruption in the future.
Proactively identifies and manages potential problems through incident pattern analysis and trend identification. Analyzes problem resolution processes, prioritizes and initiates corrective actions based on root cause analysis, and implements preventative measures to minimize the risk of future incidents.
Focuses on collaboration for solution implementation: “Collaborates with technical and development teams to facilitate the efficient implementation of solutions that align with customer business requirements.”
Highlights performance optimization and proactive incident management: “Works cross-functionally with internal teams and vendors to optimize system performance and stability, proactively identifying and mitigating potential causes of recurring incidents.”

TASKUS INDIA PVT LTD, Indore, India
Information Technology Support Supervisor, April – 2020 – March 2022

Coached employees through day-to-day work and complex problems.
Monitored employee and customer interactions to assess quality of service.
Prepared employee schedules for maximum coverage during key hours.
Monitored customer service metrics and provided feedback to team members, upholding quality standards.
Provided technical support to customers, troubleshooting technical issues and providing solutions.
Analyzed customer service data to identify trends, identify solutions and improve customer experience.
Managed specialist team to provide technical assistance and customer service.
Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Determined hardware and network system issues using proactive troubleshooting techniques.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Monitored systems in operation and quickly troubleshot errors.

TASKUS INDIA PVT LTD, Indore, India
Information Technology Support, July – 2019 – March 2020

Provided end to end user support physically and remotely via Zoom.
Good knowledge on working with Mac and Windows.
Global customer support with best customer satisfaction.
Worked on multiple application and platforms.
Good management on the requests in order to maintain the MTTR.

TOOLS & TECHNOLOGIES
McAfee ePO
WS1
MEDC
ServiceNow

CERTIFICATIONS
SOC Experts – Certified SOC Analyst
Qualys – Vulnerability Management Foundation
Qualys – Endpoint Detection & Response Foundation
Splunk – Fundamental
Appin – IT Security and Ethical Hacking

EDUCATION
Bachelor in Commerce
Barkatullah University, Bhopal, India