Shabeena Mohammed

Receive incoming queries from clients via telephone and web-portal. Ensure that new cases are properly documented in the case management system.Resolve client and user problems by effectively gathering and analyzing data. Manage the aged case backlog and properly report status and work toward resolution. Document troubleshooting steps, including step-by-step recreation. Provide regular updates to clients on faults and other requests.

Actively involved in Pre-Change Call & Global Change Meetings (CAB). • Quality Checks for the Operations Team • Analyze and Create a Problem ticket for repetitive Events

Event Management based on predefined criteria. 24 x 7 pro-active monitoring of security incidents and reporting. 24 x 7 monitoring of SIEM components availability and health monitoring.Operation and management of different security assets (Firewalls, mail gateway,Antivirus solution,) .Monitor the Critical Node view in ORION and take appropriate actions based on Knowledge base articles.Monitor the ITSM Dashboard and escalate any issues to the resolving IT Support groups.