Singing
Jaspal Singh Jambe
Major Incident Manager
Noida
Summary
ITIL V4 certified with over 10 years of successful experience in Incident Management, Change Management, service delivery, 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
Certificates
Work History
Major Incident Manager
Ericsson Global India Limited
Noida
05.2022 - Current
- Coordinates internally with cross-functional teams to ensure the relationship and services levels are achieved.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Improved service quality, addressing client concerns promptly and professionally.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Handling 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 sending timely communications to the management and stakeholders.
- Ensuring normal services are restored as soon as possible.
- Executing MIM according to its processes and tools to provide high-quality services.
- Work with the technical teams like Server operations, Database, Network Engineers Application owners etc. to help in identifying the root cause and permanent fix.
- 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
Nagpur 07.2011 - 2014.03
Bachelor of Business Administration - Finance
Tirpude Institute of Management And Education
Nagpur 07.2008 - 2011.06
High School Diploma -
Kendriya Vidalaya Vayu Sena Nagar
Nagpur 05.2007 - 2008.04
Skills
Service Delivery
undefinedInterests
Indoor and outdoor sports
Adventure sports
Timeline
Scrum Fundamentals
09-2023
ITIL V4
07-2023
Major Incident 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
07.2011 - 2014.03
Bachelor of Business Administration - Finance
Tirpude Institute of Management And Education
07.2008 - 2011.06
High School Diploma -
Kendriya Vidalaya Vayu Sena Nagar
05.2007 - 2008.04
Certification
ITIL V4
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