The document is a resume for Mohammed Kashif Fairoze summarizing his 11+ years of experience in IT service management roles. It details his experience as an Operations Bridge Manager and Messaging Engineer at Accenture, as well as roles as a Helpdesk Analyst and Shift Lead. It provides information on his responsibilities managing incidents, changes, and supporting server and client systems in Microsoft environments.

1. MOHAMMEDKASHIF FAIROZE
A221, Noor Manzil, 2nd
Main Road, Ilyasnagar, Bangalore-5600078, Karnataka, India | kashif_fairoze@outlook.com| +91-9886578209
SUMMARY
Experience of 11+ years in incident management, problem management, change
management, operations, service delivery and client servicing. Proficient in
conducting resource planning, creating charts and schedules, managing risks and
issues, monitoring and reporting progress, working in coordination with the vendors
and business partnering. Proficient in ITIL methods and processes for supporting
server and client operating systems and applications in Microsoft environment, with
enhanced quality and efficiency. Adept in handling large technical teams.
EXPERIENCE
Dec 07 - till date ACCENTURE SERVICES PRIVATE LIMITED
Bangalore
Feb 13– till date Operations Bridge Manager (Youview /BT Sports)
Heading Service Management team of 14 members; overseeing zenoss alerts and watchdog
for high priority incidents. Conducting bridge call between client service manager and the
technical teams. Managing high priority incidents (P1 and P2) and ITSM (BMC Remedy)
queue. Monitoring the effectiveness of incident management and making recommendations
for improvement.
• Driving group chats and bridge calls thereby resolving major incidents; organizing IT
governance calls with client and on site managers
• Maintaining the SLA contract agreed between client and Accenture; creating and
presenting monthly reports to client service management team
• Working on an ITIL based service using the ITIL framework
• Interfacing with vendors such as Oracle to customize products offered by them to suit
the organizational requirement
• Delivering support to the IT systems and infrastructure in a 24x7 production
environment
• Working with RFC’s, participated in the CAB meetings and implementing the change
requests accordingly using ITSM Tool
• Devising high level RFC and derived RFC approval; leading functions such as
knowledge transition, process improvements, training, attendance, resource utilization, shift allowance,
shift rota, people management and transport scheduling
• Working on tools such as Remedy 7.6, Zenoss, Watchdog, BI, SAP BO, HPSD 14 and
8, CLARIFY, IMPACT, AWS Console, Akamai Luna Console, redshift, looker and Control M
• Representing data using Microsoft Office tools (PPT, Excel, Visio and Docs),
conducting data analysis and preparing reports to facilitate in effective decision making
• Leading 2 key projects YouView (An Internet TV service in the United Kingdom ) and
BT Sport (a group of sports television channels in the United Kingdom and Ireland)
• Monitoring tools are setup to track changes, mails alerts are sent notifying the user of
the issues occurred

2. Jan 12- Feb 13 Messaging Engineer Bangalore
(Level F / Senior Software Engineer for RR Donnelley)
Steering operations and functions of high-volume help desk operation; providing pointers or
suggestion to help spread knowledge to Tier 1.
• Worked in coordination with the admin and tier1 support group for knowledge transfer
• Devised the process map and documented the knowledge base
• Worked on lotus notes desktop administration and end user based issues
• Oversaw public address book and lotus notes database creation; developed groups
and assigned roles for mails and ACL’s
• Fixed corrupted files through admin console; enabled mail tracking and monitored mails
through reports database
• Handled service ticket assigned to level 2 support; served as on-call support for
severity 1 tickets related to mail routing
• Contributed in transitioning of individual mailboxes from Lotus Notes to Google Apps
Mail
Dec 10 – Jan 12 Shift Lead / Incident Coordinator
Bangalore
(Level F / Sr. Software Engineer for RR Donnelley)
Involved in resource planning in order to optimise availability; leading project team ensuring
optimum accomplishment of agreed plan / SLA. Managing escalations and make sure
customer is kept informed .Developing and maintaining knowledge of customer specific
business environment. Monitoring effectiveness of vendor support and escalating issues
Contd. …… /2
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MOHAMMED KASHIF FAIROZE
• Established goals and objectives for each team member using global assessment tool
• Managed numerous projects; maintained expert knowledge of incident process flow
• Monitored effectiveness of vendor support and escalate issues as necessary
• Initiated effective internal control and quality measures as well as monitored them on an
ongoing basis
• Rendered assistance in development and maintenance of departmental procedures,
incident reports, and other special projects
Dec 07 – Dec 10 Helpdesk Analyst (Level G/ Software Engineer for RR Donnelley)
Bangalore
Assisting the technologists on technical and process related issues (Notes/Outlook/Team
Services/Network connectivity/Hardware.)
• Coordinated with the Tier 2 and Tier 3 support teams in resolving unattended issues
• Created a channel for escalation procedure between the helpdesk and the support
teams

3. • Devised training material for new-hire, refresher training and new technologies
• Sent tech alerts on outages, new technologies and new process /updates
• Contributed in new technology transition and offered training to the users
• Rendered technical assistance to the teams in troubleshooting issues regarding Lotus
Notes, Dial up / LAN connection, Microsoft Outlook and Virtual Private Network
Mar 07 – Nov 07 HP CONSUMER CONTACT CENTRE
Bangalore
Technical Support Specialist for Desktops
Jun 04 – Mar 07 INFOSYS BPO LIMITED (FORMERLY PROGEON)
Bangalore
Process Executive
CERTIFICATION
• ITIL V3. Foundation
• COBIT 5 Foundation
EDUCATION
2008 BANGALORE UNIVERSITY Bangalore
Bachelors in Science - Computer Science
PERSONAL Date of Birth: July 30th 1983