syed abrar

I am PMP- and ITIL-certified IT professional with 16+ years of proven expertise in IT Service Management (IPC), Hardware Asset Lifecycle, and Project Delivery in global enterprise environments. Specialized in driving root cause resolution, incident restoration (P1/P2), change governance, and cross-functional stakeholder management. Skilled in ServiceNow, PowerBI, and MS Project, delivering operational excellence and service improvements.

In my most recent role at HCL Technologies as an IPC Manager, I led major incident resolution efforts (P1/P2), collaborated with cross-functional teams on root cause analysis, and implemented sustainable fixes that reduced recurrence by 30%. Prior to this, I served as a Major Incident Manager at Kyndryl (IBM), where I facilitated 24/7 incident bridges and ensured SLA compliance for global clients. My background also includes data center management, asset governance, vendor coordination, and end-to-end infrastructure project management, supported by certifications in PMP and ITIL. What sets me apart is my ability to bridge technical and business priorities, manage stakeholders effectively, and drive measurable improvements. I am adept with tools like ServiceNow, PowerBI, and MS Project, and have consistently contributed to service resilience and IT transformation initiatives.

HCL Technologies - IPC Manager | Jun 2023 - Dec 2024

• Led resolution of high-impact P1 Major incidents, restoring critical business services.
• Responsible for maintaining the highest possible service quality and availability levels.
• Handled Mission Control (MC) service tickets, including P1 and P2 incidents, by promptly engaging technical teams via bridge calls to drive swift resolution and service restoration.
• Collaborated with cross-functional technical teams to develop and implement permanent fixes. Reduced repeat incident volume by effective problem resolution strategies and trend analysis. 
• Created Incident Summary and Post Incident Report (PIR) post service restoration, ensuring accurate documentation was uploaded into ITSM systems.
• Conducted RCAs, reducing recurrence by 30% through proactive fixes.
• Maintained a known error database and ensured timely updates on problem records.
• Oversaw CAB activities; ensured seamless change execution with zero rollbacks.
• Improved incident documentation process using ServiceNow and internal tools.