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Md Golam AzamPHONE NUMBER AVAILABLE l Street Address  l EMAIL AVAILABLECAREER OBJECTIVEI am an experienced, ambitious, and results-oriented Emergency or Crisis management, incident management, problem management & event management. I am a highly driven and hardworking professional who gets the job done right with excellent communication and negotiation skills. . PROFESSIONAL SKILLSIncident Management Project ManagementProblem & Event Management Radio Access Network Operation in Telecommunication Change Management Emerson Power System ManagementEmergency/Crisis Handling Power Plant OperationWORK EXPERIENCEMajor Incident Manager Nov 2023  ContinueTech Mahindra Americas Inc. Delaware, USAResponsible for managing Major Incidents, this includes being on an on-call rotation, and working with teams to perform checkouts to confirm the areas of impact. Send communications declaring the Major Incident and follow- up communications until the incident is resolved.Assist support teams with triaging incidents and identification of the desired support personnel to engage and investigative next steps.Provide clear and accurate communications to management concerning Major impacting incidents and ensure timely communications are delivered.Work closely to handle a successful resolution and minimize impact. In addition, ensure timely & appropriate communication to stakeholders including internal & external customers, and senior management, regarding incident status, updates, resolution progress, etc.Assist support teams on the incident bridge in determining root cause. Work with teams in creating Root Cause Analysis (RCA) documents that are delivered when SLAs are violated for Major Incidents as it relates to; network isolations; application outages; system failures; and Vendor Service Level Agreement (SLA) violations.Responsible for facilitating technical troubleshooting, drive identification & implementation of immediate actions to mitigate the impact of incidents, and collaborate with subject matter experts to identify root causes & arrange Root Cause Analysis investigation meetings and present findings to managementMaintain a good relationship with internal & external customers and all 3PP vendors to facilitate effective incident management.Accountable for the efficient and effective execution of the Critical & Major Incident Management processUtilize ITIL and ITSM best practices when documenting key information in incident tickets Incident & Performance Manager Aug 2022  July 2023 Candidate's Name  Dhaka, BangladeshA key driver of all Critical and major incident management activities, including the coordination and maintenance of appropriate governance standards to ensure the resolution of incidents is achieved.Assess incident severity & impact quickly with the support team, then coordinate and lead cross-functional technical teams including 3PP support where applicable.End-to-end responsibility for the management, communication, escalation, investigation, and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, and arranging discussions and updates as required.Facilitate technical troubleshooting, drive identification & implementation of immediate actions to mitigate the impact of incidents, and collaborate with subject matter experts to identify root causes & permanent fixesConvene Root Cause Analysis investigation meetings and present findings to managementMaintain a good relationship with internal & external customers and all 3PP vendors to facilitate effective incident management.Accountable for the efficient and effective execution of the Critical & Major Incident Management processPlan implemented and documented appropriate follow-up activities relating to Critical & Major Incidents ensuring agreed SLA (service level agreements) and escalation process.Drive Problem and Event management efforts to support continuous service improvement (CSI) to enhance system availability and stabilityIncident Manager / Emergency Recovery Leader Jun 2012  Jul 2022 Ericsson (China) Communication Company Limited Beijing, ChinaKey driver of the Critical incident or emergency event, full ownership of an event with both control & responsibilitiesAssemble a team of specialists and focus them on a prompt recovery/ restoration of the systemCommunicate observations, recommendations, and a valid action plan with relevant stakeholdersConstantly review the recovery team's competence and facilitate expansion of the team if neededResponsible for incident/ emergency delivery KPIEnd-to-end responsibility for the management, communication, escalation, investigation, and resolution of incidents/ emergency eventsServices Engineer-Experienced Aug 2007-May2012Candidate's Name Dhaka, BangladeshTroubleshooting of AXE BSC, APG40 C/2, APG40 C/4 and APZ 212 33, PZ 21233C, APZ 212 55Software update and upgrade of AXE BSC, APG, and RBSExtensive troubleshooting of Ericsson RBS6xxx and RBS2xxxEmerson Core Power system troubleshooting, software update and consultation24x7 emergency support of RAN productElectrical Engineer (RAN & Power) Jun 2006  Jul 2007 Huawei Technologies Bangladesh Limited Dhaka, BangladeshOperation and maintenance BSC, BTS and Core power management systems like Rectifier, AVR, UPS and Batteries, 2MW sub-station and prepare yearly maintenance budget Electrical Engineer Nov 2002  May 2006United Power Plant Limited Dhaka, BangladeshOperation and maintenance of 10.5MW United Power Plant LimitedPrepare yearly operation and maintenance budgetEDUCATIONBachelors of Electrical and Electronic Engineering Oct 2002 Rajshahi University of Engineering Technology, Rajshahi, BangladeshExecutive Master of Business Administration Aug 2011 Commonwealth Learning, under Bangladesh Open University CERTIFICATIONITIL Foundation Certified (certificate number: PHONE NUMBER AVAILABLE-E9VY)