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

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 (GCP & AWS) by clearing persistent firewall blockages and actively managed critical application faults for Teamcenter VIS and OpenText for SAP.
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.

0%

Drop in Active Escalations

0%

Reduction in Monthly Incidents

0

1 year+ Incidents Collectively

0%

Improvement in MTTA

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.

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)

Incident & Escalation Management