MAQDUM MOHAMMAD

 Directed global infrastructure modernisation across data centres, network segmentation and hybrid Azure services for manufacturing and R&D operations in FDA-regulated environments.  Restored business-critical services faster by strengthening P1/P2 governance and automation, reducing MTTR by 30% while maintaining 99%+ SLA compliance and 99.95% application availability.

 Unified Incident, Problem, Change, Asset and Business Service Management within an ITIL framework, cutting resolution time by 30% and lifting change success to 96%.  Reduced emergency changes by 20% through proactive problem management, CAB discipline and closer coordination between business owners, local IT and suppliers.

 Led enterprise ITSM and end-user services in a regulated pharmaceutical environment, maintaining 95%+ SLA performance for high-priority incidents and closing 100% of critical problem records.  Reduced repeat incidents by 25% through structured root-cause analysis and permanent fixes; improved critical-service uptime by 20% and user satisfaction by 15%

 Produced executive service performance reports and actionable KPI insights, supporting informed operational and investment decisions.  Coached service delivery teams and introduced working practices that strengthened capability, efficiency and service consistency