Sohail Memon

Incident Manager - Cloud Application Service

• Job Details:Monitored Genesys Insights dashboard and trends to identify, categorize and prioritize incidents based on business impact and urgency. Collaborated with the ServiceNow CMDB team to manage configuration items, assignment groups, variable checklist, access permissions. Executed post-incident reviews and drove continuous improvement initiatives, resulting in measurable service reliability enhancements. Managed meetings to gather requirements and provide timely updates. Developed and delivered comprehensive incident, SLA, and performance reports using ServiceNow and custom dashboards, providing actionable insights to leadership. Led talent acquisition efforts, conducting technical assessments and interviews that resulted in 8 high-performing hires from a candidate pool of 32. Recognized for identifying technical skill gaps and designing training bootcamps to upskill the L1 support team, increasing first-contact resolution from 58% to 65%. Increased team quality audit scores from 73% to 78% within six months by conducting monthly ticket reviews and delivering targeted coaching.

Sr. Support Analyst - Incident and Quality Management

• Job Details:Conducted thorough audits of incident records, including root cause analyses, timelines, and resolution steps. Evaluated incident documentation for completeness, accuracy, and adherence to organizational policies. Managed UAT for multiple releases, reducing post-deployment defects by 5% through effective coordination and feedback loops.

Technical Support Analyst - Global Contact Center

• Job Details:Resolved technical/application issues while maintaining SLA adherence and high customer satisfaction. Recognized with the Wall of Distinction award for six consecutive months, twice in two years for top-tier performance.