Zardar Shahreyar Khan
MANAGER (Incident Manager)
Mumbai
Summary
- Overall 9 years and 7 months of experience on BFSI application.
- 7 years of experience in application and production support. . 2 years plus experience in Incident management.
- Hands on experience in incident and problem management.
- Hands on experience in Banking domain.
- Hands on experience in ITIL process.
- Hands on experience in banking applications.
- Hands on experience in IT operation and infrastructure monitoring.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Incident Manager
HDFC Bank
Mumbai
12.2022 - Current
- Work as major incident manager for HDFC BANK IT operations team.
- Develop and maintain monitoring dashboards for proactive identification of issues.
- Proficient in various monitoring and analytics tools like Datadog, Dynatrace, Prometheus, Grafana, Kibana, Elastic Search etc.
- Managing and driving Incident Management processes on major applications, enterprise environments and ensuring minimal downtime and efficient resolution.
- Ensuring JVM tuning to optimize application performance and stability.
- Make sure the EOD and SOD reports delivery of applications performance and application infra services.
- Performing in-depth analysis of Thread and Heap Dumps for troubleshooting and performance improvements.
- Performing quarterly mock drills for server capacity and server utilization review.
- Preparing detailed Root Cause Analysis (RCA) documentation for stakeholders.
- Manage deployment and configuration of IHS web servers and WAS application servers.
- Explaining an application architecture to assess and resolve issues effectively.
- Hand on experience in SQL developer, Windows and Linux servers.
- Hands on working experience on APM tools like Dynatrace, AppDynamics, Heal to drill down the impacted errors.
- Monitor applications and infra services.
- Prepare hourly telemetry to present in technical teams' groups.
- Coordinate with multiple technical teams to resolve incidents.
- Coordinate with applications developer and infra vendor.
- On board technical teams on incidents call.
- Inform application alerts and errors to technical teams like DBA and Server Operation.
- Maintaining the changes records.
- Act as a single point of contact for business and technical departments.
- Driving incidents call for P1,P2,P3 incidents.
- Support application change and technical activities.
- Managing DR, Network upgrade, Firewall changes, OS patching like activities.
- Hands on experience in Service now for incident, problem and change management.
- Manage vendor teams, vendor shift schedules and make sure the availability of vendor in 24x7 process.
Technical Team Lead
Newgen Software Technologies (Client:HSBC BANK)
Mumbai
02.2017 - 11.2022
- Primary responsibility is to maintained application performance and prevent of application incident.
- Performed EOD and SOD.
- Troubleshoot application errors and provide workaround.
- Drive incident calls, engaging technical teams on incident call.
- Prepare change request (CR) for application patches and modifications.
- Participate in change management process.
- Involve in planning, managing, and deploying of changes to keep business processes efficient.
- Presenting a change request in cab meeting.
- Taking care of user acceptance testing and sign off from client.
- Exposure in Control-M and Event viewer tool to analyze service and application logs.
- Exposure in monitoring applications alerts.
- Performing data patch on UAT.
- Performing DR and BCP activities.
- Performing SQL queries and procedure changes to resolve application errors and maintain BAU.
- Hands on experienced in performing Linux commands on server.
- Performing IIS server tasks in deployments.
- Performing server maintenance tasks like start/stop service, backup and deleting old logs.
- Performing User Access Management Activities.
- Coordinate with multiple technical teams like DBA, Server operations, Infra operations teams.
- Support Import Export, Firewall changes and OS patching activities.
- Document error fix, Patches and Health checkup.
- Leading L1 team.
Application Support Engineer
Wipro Infotech (Client: Axis Bank)
Mumbai
12.2015 - 02.2017
- Company Overview: (Apex Services)
- Troubleshoot day to day application errors.
- Performing EOD and SOD Checklists.
- Installation of application on client users.
- Coordinate with technical teams.
- Perform User Access Management tasks.
- Coordinate with application users to troubleshoot application errors.
- Perform routine application services start/stop task.
- Routine application health checkups.
- (Apex Services)
Education
Master of Science - Information Technology
Mumbai University
Mumbai 03.2011 - 04.2014
Skills
Application Support
Incident Management
Production Support
Change Management
undefinedDisclaimer
I hereby declare that all the information given above is true and I hold the responsibility of its authority.
Certification
Introduction to ITIL V4
Timeline
Introduction to ITIL V4
03-2025
Incident Manager
HDFC Bank
12.2022 - Current
Technical Team Lead
Newgen Software Technologies (Client:HSBC BANK)
02.2017 - 11.2022
Application Support Engineer
Wipro Infotech (Client: Axis Bank)
12.2015 - 02.2017
Master of Science - Information Technology
Mumbai University
03.2011 - 04.2014
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