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Jaspal Singh Jambe
Major Incident And Change Manager
Nagpur
Summary
ITIL V4 certified with over 9.5 years of successful experience in Incident Management, Change Management, Service Desk, ITIL/ITSM, and Google ads. Recognized consistently for performance excellence and contributions to success in the IT and service industry. Enthusiastic and eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. A clear understanding of customer needs and wants to be backed by training in CRM. Motivated to learn, grow and excel.
Overview
11
11
years of professional experience
2
2
Certification
Work History
Major Incident And Change Manager
Ericsson Global India Limited
Noida, Uttar Pradesh
05.2022 - Current
- Handled high-priority incidents with exceptional poise and composure, making quick decisions to reduce overall impact.
- Overall service delivery and SLA adherence.
- Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.
- Initiating bridge calls and timely communications & and notifications been sent.
- Ensuring normal services are restored as soon as possible.
- Executing MIM according to its processes and tools to provide high-quality services
- Serve as an escalation point of contact with the primary focus on restoring the services.
- Work with the Service Delivery Management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in line with the business impact.
- Reviewing and approving Expedite and emergency changes.
- Reviewing incident data to analyze assigned problems/issues.
- Reviewing with the Problem Owner to review process and procedures and after-action reports.
- Partnered with business teams to understand needs and mitigate potential problems.
Incident Manager
Tata Consultancy Services
Nagpur
06.2016 - 02.2022
- Driving the efficiency and effectiveness of the incident management process.
- Team Handling and performance management and handling client escalations.
- Monitoring Incidents and helping the team in root cause analysis.
- Managed critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions, and timely restoration of services.
- Drive Severity Incident bridge calls to ensure proper engagement, coordination, and performance of extended support teams.
- Ensuring that all IT teams follow the incident management process for every incident. Make sure all the impacted parties have been informed about the ongoing incidents and also if any service outage will be there while troubleshooting.
- Proceed with the problem management process upon service restoration to ensure the root cause is identified and remediation actions are applied to prevent future reoccurrence of the incident.
Process Associate
Genpact India
Hyderabad
05.2015 - 05.2016
- Managing AdWords Campaigns
- Google Analytics, Google shopping
- Expertise in customer handling & and customer support over calls, chat or email.
- Met all deadlines, exceeding expectations and effectively rolling out the AdWords campaign
Front Desk Officer
Axis Bank LTD
Nagpur
12.2012 - 12.2014
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Answered customer inquiries regarding account balances, transaction history, service charges and interest rates.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Monitored service after sale and implemented quick and effective problem resolutions.
Education
MBA - Finance And Human Resource
Gurunanak College of Engineering & Technology
Nagpur2014-03
Bachelor of Business Administration - Finance
Tirpude Institute of Management And Education
Nagpur2011-06
High School Diploma -
Kendriya Vidalaya Vayu Sena Nagar
Nagpur2008-04
Skills
- Issue troubleshooting
- Operations management
- Client communication
- Compliance adherence
- Incident Management
- Change management
- Escalation management
Certification
- ITIL V4
- Scrum Fundamentals certified
Interests
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home optionPersonal development programsCompany CultureTimeline
Major Incident And Change Manager
Ericsson Global India Limited
05.2022 - Current
Incident Manager
Tata Consultancy Services
06.2016 - 02.2022
Process Associate
Genpact India
05.2015 - 05.2016
Front Desk Officer
Axis Bank LTD
12.2012 - 12.2014
MBA - Finance And Human Resource
Gurunanak College of Engineering & Technology
Bachelor of Business Administration - Finance
Tirpude Institute of Management And Education
High School Diploma -
Kendriya Vidalaya Vayu Sena Nagar
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