ARIFUDDIN MOHAMMED

• Lead BA for a critical line of business, driving infrastructure and application decommissioning projects, ensuring alignment with cost-saving goals and business requirements.
• Front-lined user queries via Need Assistance functionality, tracked decom status, and managed project milestones, collaborating with cross-functional teams for seamless execution.
• Led weekly stakeholder calls and daily operations meetings with downstream teams and LOBs to drive business continuity, resolve roadblocks, and ensure seamless decommissioning project delivery.
• Proposed data integrity measures and analyzed data from ClickSense dashboards and various sources to identify opportunities, expanding the scope of decommissioning and providing real-time insights.

Projects.

1. Automated Change Management Workflows for Decommissioning:

• Streamlined change management in ServiceNow, automating approvals, risk assessments, and notifications, reducing manual effort and enhancing efficiency.
• Led seamless API integrations with stakeholders, aligning technical requirements to business needs for smooth decommissioning.
• Conducted UAT and Dev testing to ensure flawless production deployments, earning multiple awards for optimizing processes and boosting operational performance.

2. Data Center Exit & Decommissioning.

• Led end-to-end data center exit projects, managing sequenced orchestration and ensuring on-time delivery using ServiceNow and Jira.
• Delivered high-impact results, reducing footprints and achieving significant cost savings, earning the Jewels of Decomm Award for excellence.
• Tracked progress, managed risks, and provided actionable insights to senior leadership using Jira dashboards and spreadsheets.

• Managed L3 support for critical outages and P1 incidents, ensuring timely resolution within SLA.
• Provided support for Avaya contact center products(AEP, ACR, AES, CMS, WFM, WFO PDS) for global clients.
• Prime engineer for 5 critical accounts (Bosch, Prudential Asia, TELUS GOA, Barclays, HP Corona), overseeing Avaya CM, SAP CTI, and call flow issues.
• Troubleshot CM, call flow, and connectivity issues, collaborating with carriers and third-party teams.
• Led Problem Incident ownership, performing detailed log analysis and driving fixes with AWS connectivity

• Resolved vSphere and VDI production-down issues, providing root cause analysis (RCA) and quick resolutions.
• Maintained virtual desktop environments for clients, ensuring high performance and system uptime.
• Collaborated with teams to ensure infrastructure stability and implemented corrective actions.

• Managed logging and routing requests in Remedy, Siebel, ServiceNow, and Matrix, ensuring timely escalation to the relevant support teams.
• Specialized in performing MACD (Moves, Adds, Changes, Deletes) for Avaya IP Dect, Communication Manager, and Modular Messaging systems.
• Coordinated with users on login issues and provided troubleshooting and support for system access