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Incident Management | Change Management |
Problem Management
JIGNESH NARESH
SURATWALA

2. SYNOPSIS
Dynamic professional with over 5 years of experience in Incident Management, Change
Management, Problem Management, IT Infrastructure & Support, Project Management and
Team Management. Extensive experience dealing with critical incidents, SLA requirements and
interfacing directly with customers. Deft in providing direct support remotely to recover from
complex critical business production outages and problems within contractual timeframes.
Expertise in planning and managing projects aligning business goals with technology solutions to
drive process improvements, competitive advantage and bottom-line gains.. Well versed in ITIL
methodologies and instrumental in developing refined process models for delivery. High efficacy
and quick responsiveness while coordinating with multiple teams and managing high priority
issues
Skilled in support high priority applications, handling Priority 1 issues and coordinating with
multiple teams for quicker resolution of the issues with minimal effect on business. Proficient in
managing & leading teams for running successful process operations & experience of
developing procedures, service standards for business excellence. Enthusiastic problem-solver
with keen ability to rapidly assess diverse situational challenges, develop action plans, and lead
team to meet or exceed targeted goals
ABOUT JIGNESH

3. CORE SKILLS
Escalation
Management
Stakeholder
Management
IT Infrastructure &
Support
SLA Management
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Incident Management
Change Management
Problem management
Project Management

4. ORGANIZATIONAL SCAN

5. KEY ROLES ACROSS THE TENURE
As Incident Manager
Responsible for the effective implementation of the Incident process, representing the first stage of escalation for Incidents and
resolving the same within the agreed service levels
Handling Incident and driving client satisfaction through the delivery of a quality and timely service
Understanding the issue, verifying the issue on floor, interacting with respective SMEs, releasing the communication to
stakeholders (Sending IRT bridge details), checking on the actions for fault isolation and communicating on the current action to
stakeholders
Following up and keeping check on actions from SME and on the resolution TAT and agreed SLA
Ensuring proper actions are documented upon closure of incident, preparing RCA tracker and incident reports and managing
high and critical incidents to ensure timely completion
Overseeing Incidents and user service requests for timely completion and monitoring of tickets & taking the actions necessary
to meet customer service targets
Managing user escalations for Incidents and user service requests , conducting incident review and reporting on ticket
resolution
Chasing and coordinating with the client for the resolution of the ticket and coordinating and providing solution within SLA in
case of a P1 & P2 incident
Experience in End to End implementation of Change Management Process (Process Implementation)
Accountable for the Change Management complete process, Responsible for ensuring that the Change Management process is
being followed correctly
Driving effectiveness and efficiency of Problem Management process
Provide regular and reliable reporting of Problem Management data to meet management requirements
Work with design/architecture teams to ensure best practices are adopted to ensure stability and supportability of applications
and infrastructure

6. KEY ROLES ACROSS THE TENURE
As Incident Coordinator
Handed incident and coordinated with clients for the early resolution
Accountable for monitoring the incident, resolving priority 1 and priority 2 incident as per the given SLA
Engaged in sending IRT bridge details, coordinating with the resolver team to resolve the issue
Involved in preparing Incident reports, maintaining incident tracker and handling escalation as required
Worked with key clients like Vodafone, TTSL, MMT, etc.
As Service Desk
Engaged in generating reports, receiving tickets, coordinating with customer, tracking incidents & complaints
Accountable for monitoring the service desk queue and other real time tools ,making an initial assessment of
requests and referring them to the relevant technology groups
Coordinated with requester in case mandatory fields in the ticket required for providing service or resolution

7. ACADEMIA
M.B.A. in Marketing and
Customer Relationship
Management from IIBM
Institute of Business
Management
B. Com. from Mumbai
University