waquar sayeed

System Associate

• Job Details:Monitored alerts (SCOM, Solarwinds, ServiceNow) to identify and escalate incidents, ensuring quick resolution. Led bridge calls and collaborated with cross-functional teams to resolve critical incidents (P1 / P2), minimizing business impact. Managed and maintained data center capacity reports while coordinating with vendors for efficient infrastructure support. Ensured compliance with SLAs for ticket response and resolution, optimizing ticket routing and escalation processes. Created process documents, conducted knowledge transfers for new team members, and promoted a positive team environment.