Hisham Khan

Incident & Problem Management Specialist

I thrive on resolving operational barriers and service disruptions, turning business friction into business continuity.

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AWS Certified Cloud Practitioner ServiceNow Certified System Administrator
Hisham Khan

Matrix of Skills

ServiceNow (Discovery, Analytics, Virtual Agent) ITIL & ITSM Frameworks SLA Adherence Continual Service Improvement (CSI) Operational Readiness Review (ORR) Request Fulfillment Management Problem Management Major Incident Owner (MIO) Incident & Escalation Management AWS (EC2, S3, Lambda, CloudWatch) Unix/Linux Network Routing (OSPF, BGP, EIGRP) Splunk (SIEM) VMWare & Cloud Provisioning CAB Governance IBM Maximo Microsoft AD MTTR, MTTA, MTBF & MTTF Optimization Root Cause Analysis (RCA) Post-Incident Review (PIR) Configuration Management (CMDB) Knowledge Management GCP Migration Cisco UPS Genesys CX Arbortext Technical Documentation Teamcenter VIS (Visualization) & PLM OpenText Documentum LDAP SSO, SAML, SSL, SOAP/REST Web Services ITOM JDBC & ODBC Management CSDM & CMDB Best Practices ITAM Agile/SaFe Frameworks Business Analysis KEDB (Known Error Database) Flow Designer Glide APIs UI Policies Business Rules ACLs

Domain

Incident Management Specialist (SIAM)

Bombardier • May 2023 – Aug 2025
  • Steered the end-to-end Incident Management lifecycle across a multi-client ServiceNow environment, aggressively keeping MTTA and MTTR metrics below strict SLA thresholds.
  • Orchestrated bridge calls with vendors, SMEs, and senior leadership, streamlining escalation paths to shrink total active escalations by 80% within 8 months.
  • Remediated complex infrastructure roadblocks, including provisioning clone servers for Technical Publications, repairing CMS filestore server mounts, and migrating inaccessible Unix share drives.
  • Stabilized post-cloud migrations across GCP & AWS by leveraging Integration Hub to seamlessly connect cloud monitoring tools with ServiceNow, automating incident creation for firewall blockages and application faults.
  • Delivered quarterly performance briefings (focusing on MTBF, MTTF, and incident lifecycles) directly to the CISO and Director of IT, driving a shift from reactive fixes to proactive SIAM stability.
  • Oversought Problem Management by analyzing & consolidating recurring incidents, performing RCAs alongside vendor SMEs (MS), and creating comprehensive KEs.
  • Resolved Unix/Windows cross-platform access failures by rapidly deploying GPO workarounds and raising an RFC to implement a permanent Samba protocol (SMBv2/v3) upgrade.
  • Integrated IBM Watson Language Translator via the Dynamic Translation API to enable real-time localization of Incident records, reducing language barriers for global support teams.
  • Automated the incident triage process by developing a ML auto-assignment model via Flow Designer, successfully eliminating manual dispatching and improving acknowledge rates.
0%
Drop in Active Escalations
0%
Reduction in Monthly Incidents
0
1 year+ Incidents Collectively
0%
Improvement in MTTA
0%
Reduction in MTTR (Problem) via KEs
0%
RCA Completion Rate
My Incident Triage Workflow
1
Triage & MTTA
Assess immediate business impact & priority (based on the established process matrix), then hit initial acknowledgement by creating a war room with vendors, SMEs, and the business.
2
Bridge Orchestration
Host cross-functional bridge calls with vendors, SMEs, and leadership to align on a fix, while capturing MOM for each bridge to send out status messages routinely.
3
Reassess the situation - MTTR
Review the duration of the incident, clearly communicate the business needs, and determine whether to proceed with an alternative rather than an immediate break-fix solution. The goal is to minimize business friction.
4
Resolution & PIR
Conduct Post-Incident Reviews (RCA), capture resolution notes accurately, and document them for audit purposes.

🔍 Problem Management Spotlight

Root Cause Analysis (RCA) & RFC Implementation

The Catalyst: Post-Windows 10 migration, engineering users suffered widespread, recurring access failures to shared Unix Samba drives. Standard incident triage yielded no permanent resolution.

The PRB Intervention: Identified the systemic failure and escalated from Incident to Problem Management (ITIL). Raised a Master PRB and consolidated all recurring INCs to halt SLA bleeding.

The Workaround: Collaborated with internal SMEs to deploy a temporary GPO (Group Policy) workaround, instantly restoring business continuity while investigating the root cause.

The Permanent Fix (RFC): Partnered directly with Microsoft to execute an RCA. Raised an RFC to upgrade Unix Samba to support SMBv2/SMBv3 and reconfigured smb.conf for seamless cross-platform compatibility.

The Impact: Successfully closed the PRB post-implementation with zero recurring incidents. Authored comprehensive Known Error Database (KEDB) entries and RCA documentation for future audit readiness.

Security Operations Analyst (Intern)

Bank of Canada • Sept 2022 – Dec 2022
  • Leveraged Splunk (SIEM) to analyze high-volume data events, developing custom use cases and identifying operational anomalies within secure banking environments.
  • Researched emerging global cybersecurity threats to formulate Tactics, Techniques, and Procedures (TTPs), integrating mitigation strategies into daily agile standups.
  • Engineered visual data diagrams and operational trend reports to summarize threat intelligence and SOC efficiency for departmental directors.

Cloud Infrastructure Engineer (Intern)

Natural Resources Canada • May 2022 – Aug 2022
  • Architected and monitored AWS cloud environments (EC2, S3, CloudWatch, CloudTrail, EBS) supporting the Earth Observation Data Management System (EODMS).
  • Designed automated data transfer workflows, leveraging AWS Lambda for S3 zip file creation and managing EC2 Tomcat server log ingestion via Log4j2.
  • Partnered with software development teams to modernize and automate CI/CD pipelines, mapping architectural improvements through technical flowcharts based on stakeholder feedback.

Education & Credentials

Bachelor of Information Technology – Technology Management

University of Ontario Institute of Technology
  • President’s Honor’s List (3.8+ GPA) and In-course Scholarship Award recipient.
  • Active leadership club member of the NetSoc community.
AWS Certified Cloud Practitioner ServiceNow Certified Administrator (CSA) ServiceNow CIS – ITSM (Ongoing) ITILv4 (Ongoing)
AWS Certified Cloud Practitioner ServiceNow Certified System Administrator
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