Jacob Nathan
ITIL Service Management
Bengaluru
Summary
Experienced IT professional with 18 years in IT service management and cloud service operations. Certified in ITIL V3 and ITIL4 (Foundation), demonstrating expertise in ITIL practices. Skilled in leading service support functions, managing tower operations, projects, and processes. Proven track record in conducting sync-up calls, preparing comprehensive reports, and chairing meetings with clients and stakeholders. Process owner for incident, request, change, and escalation processes. Strong in implementing incident management solutions, automating reports, data analysis, and managing global teams for strategic changes across multiple accounts.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
2
2
Languages
Work History
ITSM Sr Consultant
Envestnet
11.2023 - Current
- Cross-Functional Collaboration: Collaborated with cross-functional teams to develop and implement IT solutions, increasing overall efficiency.
- Teamwork: Skilled at working independently and collaboratively in a team environment.
- Continuous Improvement: Passionate about learning and committed to continual improvement.
- Change Management: Enhanced change management processes by implementing effective communication strategies and stakeholder engagement techniques.
- Process Improvement: Implemented process improvement initiatives within the Problem and Change Management department, resulting in increased operational efficiency.
- ITIL Coordination: Coordinated closely with other ITIL process owners to ensure consistent alignment of objectives and procedures throughout the organization.
- Proactive Strategies: Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Issue Resolution: Collaborated with cross-functional teams to identify, analyze, and resolve recurring issues in IT infrastructure.
ITSM Process Lead
Kyndryl Solutions Private Ltd
04.2021 - 10.2023
- Service Support Leadership: Led high-performing service support functions and acted as the process owner for Incident, Request, Change, and Escalation processes, ensuring accurate reporting and establishing service improvement activities.
- Communication and Reporting: Chaired daily, weekly, and monthly sync-up calls with clients, senior management, and stakeholders. Prepared weekly and monthly dashboards for Incident, Change, and Problem processes for review.
- Customer-Centric Approach: Fostered a customer-centric approach to benefit the organization, reduced the number of escalations.
Major Incident Manager
IBM India
01.2015 - 03.2021
- Incident Procedure Management: Accountable for managing the Major Incident procedure for an automobile manufacturing client, ensuring required resources for incident resolution are engaged and the customer is appropriately informed about progress.
- Service Restoration Calls: Invoke Service Restoration bridge calls with all stakeholders, including technical resolver groups (vendor organizations included), Service Delivery managers, and Business Owners of impacted systems.
- Service Restoration: Drive the SRT call towards restoring service ASAP with minimal business impact. Handle conflicts and make quick, effective decisions during service restoration.
- Stakeholder Notifications: Trigger notifications to appropriate stakeholders with progress updates at regular intervals.
- Emergency Changes and RCA: Coordinate emergency changes as needed and initiate RCAs post-restoration of service.
- Escalation Point: Serve as an escalation point for other MIM team members from both technical and people standpoints.
- Performance Metrics and People Management: Report MIM team performance metrics and manage team members.
- Continual Improvement: Implement continual SIPs to improve process documentation, stakeholder communication, and proactive identification of potential candidates for Sev1 and Sev2 incidents.
IT Service Management Lead
Accenture Technology Solutions
09.2009 - 12.2014
- Process Adherence: Ensure Incident, Problem, Change, Availability, and Configuration Management processes are followed.
- Communication: Contact all relevant support personnel.
- Escalation: Determine when escalation to the next level of support or management is necessary.
- Focus: Keep participants focused on resolving the incident rather than finding the root cause.
- Approval: Approve or deny requests to make a service or device unavailable (e.g., reboots, invasive recovery).
- Reporting: Post all project, HP, and IBM reports showing recent changes on the portal when requested. Access and verbally communicate recent changes made by Orange and ISS.
- Timeline Management: Initiate and maintain the call timeline in the portal, including important actions, milestones, and participants.
- Documentation: Save the timeline from the portal to the Support Services shared drive.
- Resolution: Determine when the incident has been resolved, provide a recap, and end the call.
- Incident Reporting: Gather relevant information to prepare the daily incident report for incidents affecting the services managed.
- Ticket Management: Take ownership of the incident ticket, including its update and closure, for incidents affecting the services managed.
- Root Cause Analysis: Determine if a preliminary RCA post-incident is needed and email the analysis to IT Leadership within 24 hours.
Education
Bachelor of Engineering - Computer Science
Dr.Pauls Engineering College [Anna University]
Pondicherry 05.2002 - 05.2006
Skills
ITIL Service Management
Major Incident Management
IT Operations
ITIL Change Management
ITIL Problem Management
Business Continuity Management
undefinedCertification
ITIL 4 Foundation, Axelos Global Practice, 06/22
Hobbies
MOTORSPORT RACING – 2014, 2017 ~ Class: KTM DUKE 390 & RC 390.
THESIS on WORLD RELIGIONS – 2013, 2018 ~ Understanding different religious faiths and their impact to the World Culture & Society.
TRAINER – 2009, 2012, 2014, 2018, 2019, 2021 ~ held classroom training for New Hires & tech teams.
Timeline
ITSM Sr Consultant
Envestnet
11.2023 - Current
ITIL 4 Foundation, Axelos Global Practice, 06/22
06-2022
Associate Cloud Engineer, Google Cloud Certification.
06-2021
ITSM Process Lead
Kyndryl Solutions Private Ltd
04.2021 - 10.2023
IBM Cloud Core, Acclaim Ba-dging.
12-2020
IBM Garage Method for Cloud, IBM Certification.
12-2020
ITIL Service Operations Processes, Skillsoft, 11/20
11-2020
IBM Agile Explorer, Acclaim Badging.
12-2019
Major Incident Manager
IBM India
01.2015 - 03.2021
ITIL v3 Foundation, APMG International
06-2012
IT Service Management Lead
Accenture Technology Solutions
09.2009 - 12.2014
Bachelor of Engineering - Computer Science
Dr.Pauls Engineering College [Anna University]
05.2002 - 05.2006
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