Jaspal Singh Jambe
Senior IT Operations Specialist/ Change Manager
Noida
Summary
Senior IT Service Management professional with 12 years of overall experience, including 8+ years in Major Incident Management and Change Management within large enterprise and global delivery environments. ITIL v4 certified, fair knowledge of multiple cloud platforms with strong expertise in handling P1/P2 incidents, CAB governance, stakeholder communications, service restoration, and operational risk management. Proven ability to work across distributed teams, vendors, and leadership to ensure service stability and SLA adherence. Seeking roles with organizations supporting visa sponsorship.
Overview
13
13
years of professional experience
2
2
Certificates
2013
2013
years of post-secondary education
Work History
Senior IT Operation Specialist
S&P Global
11.2024 - Current
- Led enterprise-wide change management initiatives to drive organizational transformation across technology, processes, and culture.
- Managed cross-functional teams to execute complex change programs, with minimal business disruption. • Collaborated with stakeholders to assess readiness, identify risks, and implement proactive mitigation strategies.
- Designed and deployed end-to-end Change Management frameworks, methodologies, and governance processes.
- Developed communication, training, and stakeholder engagement plans to support effective change adoption.
- Chaired Change Advisory Board (CAB) meetings to evaluate, approve, and govern change requests.
- Delivered KPI reports, dashboards, and performance insights to senior leadership for informed decision-making.
- Conducted Post-Implementation Reviews (PIRs) to analyze change-related incidents and recommend continual improvement actions.
Major Incident Manager
Ericsson Global India Limited
05.2022 - 11.2024
- Coordinated with cross-functional teams to ensure service delivery, SLA adherence, and client satisfaction.
- Managed high-priority incidents with composure, leading bridge calls, and outage communications to minimize business impact.
- Facilitated Major Incident Management (MIM) processes, ensuring timely engagement of technical resources, and resolution.
- Collaborated with infrastructure and application teams to identify root causes, implement permanent fixes, and prevent recurrence.
- Reviewed and approved expedited and emergency changes, ensuring compliance with governance and risk standards.
- Conducted post-incident reviews, and partnered with Problem Management to analyze trends and recommend process improvements.
- Strengthened client relationships through proactive communication, issue resolution, and continuous service improvement initiatives.
- Ensured regulatory compliance, operational excellence, and continual enhancement of service quality and delivery performance.
Incident Manager
Tata Consultancy Services
06.2016 - 02.2022
- Drove efficiency and effectiveness in the Incident Management process to ensure timely and consistent service restoration.
- Led and mentored incident management teams, managed performance, resolved escalations, and ensured high service standards.
- Monitored and analyzed incidents, supporting teams in root cause identification, and proactive prevention strategies.
- Managed critical and high-severity incidents, coordinating technical teams to ensure swift resolution and minimal business impact.
- Led severity bridge calls, ensuring effective communication, coordination, and engagement of extended support functions.
- Ensured adherence to Incident Management processes, providing regular updates to all impacted stakeholders during outages.
- Partnered with Problem Management teams post-restoration to identify root causes and implement permanent corrective actions.
Process Associate
Genpact India
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, exceeded expectations, and effectively rolled out the AdWords campaign.
Front Desk Officer
Axis Bank LTD
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 Institute of Engineering And Technology
Nagpur 04.2001 -
BBA - Finance
Tirpude Institute of Management And Education
Nagpur 07/2008 - 06.2011
High School Diploma -
Kendriya Vidyalaya Vayu Sena Nagar
Nagpur 05.2007 - 04.2008
Skills
Service Delivery
Timeline
Senior IT Operation Specialist
S&P Global
11.2024 - Current
Major Incident Manager
Ericsson Global India Limited
05.2022 - 11.2024
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
High School Diploma -
Kendriya Vidyalaya Vayu Sena Nagar
05.2007 - 04.2008
MBA - Finance And Human Resource
Gurunanak Institute of Engineering And Technology
04.2001 -
BBA - Finance
Tirpude Institute of Management And Education
07/2008 - 06.2011
Certification
ITIL V4