Senior IT Incident Analyst with 15+ Years Experience
Resume:
ASFOOR RANA
Richmond, VA (Open to Relocation)
804-***-**** ️ ******.****@*****.***
PROFESSIONAL SUMMARY
IT Incident Management professional with 15+ years of experience managing, coordinating, and resolving technology incidents in regulated financial services and enterprise environments. Strong background in incident response, risk identification, root cause analysis, and process improvement. Proven ability to work under pressure, communicate clearly with technical and non-technical stakeholders, and drive preventive measures that reduce incident recurrence. ITIL-certified with hands-on experience using ServiceNow and enterprise monitoring tools.
CORE SKILLS & COMPETENCIES
Incident Management & Service Restoration
Risk Identification, Assessment & Mitigation
Root Cause Analysis (RCA) & Post-Incident Reviews
Preventive & Corrective Action Planning
Stakeholder & Executive Communication
Process Improvement & Documentation
ITIL Incident & Problem Management
Training & Knowledge Transfer
ServiceNow Incident Management
PROFESSIONAL EXPERIENCE
Senior Incident & Risk Management Analyst
9th Networks – Richmond, VA Aug 2025 – Present
Manage end-to-end technology incidents, including identification, assessment, prioritization, escalation, and resolution.
Coordinate incident response teams across infrastructure, applications, and support groups to restore services within SLA targets.
Assess technology risks associated with incidents and recommend mitigation and preventive measures.
Provide clear incident status updates to IT teams, business stakeholders, and leadership.
Conduct root cause analysis and document remediation actions to prevent recurrence.
Maintain accurate incident records, post-incident reviews, and corrective action documentation in ServiceNow.
Senior Major Incident Manager – Technology & Cyber Operations
Bank of New York Mellon – Singapore May 2020 – Oct 2024
Coordinated response for high-severity technology and security incidents across global banking platforms.
Led incident triage, escalation, and resolution activities while ensuring minimal business impact.
Identified technology risks and control gaps through incident trend analysis and post-incident reviews.
Developed and implemented preventive measures to reduce repeat incidents and improve system reliability.
Delivered concise, audience-appropriate communications to technical teams and senior management.
Trained IT teams on incident management procedures, escalation paths, and best practices.
Technology Incident, Crisis & Problem Analyst
Citibank – Singapore Feb 2012 – May 2020
Managed and coordinated technology incidents impacting critical banking and payment systems.
Performed risk assessments related to technology outages and service disruptions.
Conducted RCAs and identified remediation actions to address underlying technical and process issues.
Reviewed incident data and metrics to identify trends and opportunities for process improvement.
Maintained detailed incident documentation, reports, and lessons learned.
Supported continuous improvement of incident management processes aligned with ITIL practices.
Incident & Problem Management Specialist
DXC Technology (HPE) – Malaysia Jan 2009 – Jan 2012
Managed high-priority technology incidents for enterprise clients.
Coordinated incident response bridges and ensured timely resolution.
Performed root cause analysis and documented preventive actions.
Communicated incident updates to customers and internal stakeholders.
TOOLS & TECHNOLOGIES
Incident Management Tools: ServiceNow, Remedy, Jira
Monitoring & Analysis: Splunk, AppDynamics
Collaboration: MS Teams, Slack, Confluence
Methodologies: ITIL Incident & Problem Management, RCA, Continuous Improvement
EDUCATION & CERTIFICATIONS
Bachelor of Business Administration (BBA)
INTI International College & University, Malaysia
Certifications:
ITIL Expert (includes ITIL Foundation)
CompTIA Security+
AWS Cloud Practitioner
TRAINING & KNOWLEDGE SHARING
Developed and delivered incident management training for IT teams and operational stakeholders
Created incident response guides, escalation procedures, and knowledge documentation
Promoted a proactive incident awareness and prevention culture
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