Summary
Overview
Work History
Education
Skills
Certification
Achievements
Timeline
Generic

Ashish Nighot

IT Service Manager
Nagpur

Summary

An ITIL V4 foundation Certified with an experience of 4 years in IT Service management. Proven skills a Change Management Incident Management and service desk possess hands on skillset complying to best standards and practices evolving business needs. Have attended CompuCom internal training on Change management. Strong knowledge of ITIL Change and Incident Management lifecycle, principles, processes, roles, functions and activities. Demonstrated strength in gaining access to critical Service management tools - Service Now, LogMeIn, SharePoint, Cherwell and CRM etc. Proven competency in understanding and communicating high level technical concepts by evaluating, planning, defining and implementing innovative solutions to minimize impact, enhance quality and ensure optimal up time of critical systems and services in various environments. Proven success in conducting initial site incident investigation, collecting essential information across all technical disciplines, identifying root causes, determining tasks to prevent recurrence and driving their executions. Proven experience in vendor management and stake holder management

Overview

4
4
years of professional experience
1
1
Certification

Work History

Service Operations Lead

HCLTECH
03.2023 - Current

As an Operational Team Leader, I have successfully handled an delivered several teams such as service desk, Field service command center, working with geographically diversified and multifunctional to share information, identify mutual goals, and inspire ad influence others to mobilize and achieve shared goals. I have also implemented strategic plans for information systems and technology solutions, acted as the escalations gate from operations delivery for issues related to vendor and partner, resolved customer complaints, and coordinated with various technical teams working on different technologies , such as ServiceNow. My goal is to provide high quality and efficient IT service delivery to the clients and stakeholders, and continually improve the process and performance of the teams i lead.

CHANGE COORDINATOR

HCLTECH
09.2021 - Current
  • Implemented protocols to monitor the issues from point of incident till resolution, maintained ownership of incident and categorized & prioritized reported incidents
  • Conducted hierarchical and functional escalations, organized CAB meetings in line with the management teams
  • Approved Standard and Nonstandard changes with CAB decision, handled CAB meeting emergencies as a Change Manager and involved in functional areas - Business Impact Analysis, Risk Assessment, Issue Resolution, Process Improvement, Documentation and Status Reporting
  • Managed the escalated issues, analyzed potential risks and impacts, and coordinated with the Global Team on resolving issues as per established SLA
  • Trained the team on ticketing tools, created the Knowledge base for frequently occurring incidents and submitted reports to the Reporting Manager on total number of incidents, size of current incident backlog, number of major incidents, and percentage of incidents handled within SLA.

TECH SUPPORT ENGINEER

CompuCom - CSI Systems PVT LTD.
01.2020 - 09.2021
  • Handle Outlook and VPN azure issue of 7-Eleven User Coordinate with resolver groups to ensure timely resolution
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

INCIDENT AND CHANGE COORDINATOR

CompuCom - CSI Systems PVT LTD.
01.2020 - 09.2021
  • Led the First level Severity and Major incident recovery and served as a Focal Point for all high priority & major incidents reported
  • Make sure the P1 and P2 incidents are resolved within SLA timelines
  • Send out the executive communications to the relevant stake holders within SLA timelines
  • Drive the daily status calls with the client and delivery leads
  • Validate and send out the management reports on the agreed timelines
  • Co-ordinate with Change managers during the major incident recovery and provide the inputs on emergency changes as and when required
  • Co-ordinate with the Incident coordinators for the ticket updates and make sure the tickets are updates with the correct updates and with correct status
  • Supervise the Incident coordinators on BAU daily activities
  • Taking follow-ups with the resolver groups and vendors after the end of change implementation window and passing that information to the change manager.

Education

Bachelors of Commerce -

Nagpur University

Skills

    Service Delivery

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Certification

ITIL V4 certified

Achievements

  • 5C Ambassador - Customer- Q1 2021, for understanding what the customer wants and needs. Keeping promises. Identifying and resolving friction points. Delivering to exceed expectations. Getting feedback and acting on it.
  • Star performer of the quarter Q4' 2020 for excellent work in Incident management

Timeline

Service Operations Lead

HCLTECH
03.2023 - Current

CHANGE COORDINATOR

HCLTECH
09.2021 - Current

TECH SUPPORT ENGINEER

CompuCom - CSI Systems PVT LTD.
01.2020 - 09.2021

INCIDENT AND CHANGE COORDINATOR

CompuCom - CSI Systems PVT LTD.
01.2020 - 09.2021

Bachelors of Commerce -

Nagpur University
Ashish NighotIT Service Manager