Jatin Srivastava
ITSM Consultant
New Delhi,Noida
Summary
Experienced IT service operations specialist with over 11 years of incident lifecycle management, escalation handling, and process optimization, aligned with ITIL best practices. Skilled in leading teams, ensuring SLA compliance, and creating Power BI and Excel dashboards to drive strategic insights, improve service quality, and strengthen stakeholder relationships.
Overview
11
11
years of professional experience
Work History
Consultant
Tata Consultancy Services
Noida
02.2024 - Current
- Managed incident escalations and triaged issues while coordinating multiple teams for resolution effectiveness.
- Conducted trend analyses on recurring problems, driving root cause identification and delivering long-term solutions.
- Performed regular audits of incident lifecycle compliance to ensure adherence to established processes.
- Enhanced reporting methods to improve service visibility and support informed decision-making.
- Consistently met or exceeded key performance indicators in major incident management, contributing to organizational success.
- Documented daily activities and maintained accurate incident reports for facility management review.
IT Service Management Analyst
Accenture Technologies Pvt. Ltd
Noida
12.2017 - 02.2024
- Monitored and analyzed system events using Splunk to proactively mitigate service disruptions.
- Led initiatives to optimize incident lifecycle processes, reducing resolution delays.
- Coordinated change management activities for smooth deployments with minimal impact.
- Supported enhancements of self-service tools and Power BI dashboards for performance tracking.
- Resolved service desk issues promptly, enhancing customer satisfaction.
- Reduced downtime by continuously monitoring and analyzing key performance metrics.
- Participated in audits to ensure compliance with industry standards for service management.
- Implemented training programs focused on customer service excellence, improving team performance.
Database Administrator
Epsilon
Bangalore
08.2016 - 12.2017
- Designed and optimized SQL queries to enhance database performance and reliability.
- Developed interactive reports and visualizations using Power BI and Excel pivot tables.
- Managed database administration tasks in Linux environments, focusing on performance tuning.
- Administered and monitored databases, proactively resolving issues and maintaining servers.
- Configured user access levels to safeguard sensitive data.
- Conducted testing to identify issues and implement necessary modifications.
Sr. Support Executive
HCL Technologies
Noida
07.2015 - 08.2016
- Resolved customer issues for British Telecom services, adhering to defined SLAs.
- Collaborated with engineering teams on escalations and complex network issues.
- Conducted remote troubleshooting sessions to expedite resolution of technical problems.
- Provided technical assistance for customer account configuration, enhancing service quality.
Sr. Process Associate
InterGlobe Technologies
Gurugram
07.2014 - 07.2015
- Developed and managed interactive dashboards and reports to support informed decision-making for key stakeholders.
- Coordinated ticketing and reservations for travel portals, enhancing operational efficiency.
- Ensured accurate booking confirmations, modifications, and cancellations while resolving issues with partner airlines and suppliers.
Education
Masters - Business Administrator, Data Analytics
Narsee Monjee Institute of Management Studies
Mumbai, India03.2023
Bachelor of Technology (B.Tech) - Electrical & Electronics Engineering
Dr. A.P.J. Abdul Kalam Technical University, Formerly (UPTU)
Prayagraj07.2013
Skills
- Data analysis and reporting (Power BI, Excel)
- Incident management and optimization (ServiceNow, Jira)
- Troubleshooting expertise (OneView, Remote Desktop Protocol)
- ITIL incident lifecycle management
- Log analysis and management (Splunk)
- Stakeholder communication and expectation management
- Operating systems: Windows, Linux, Solaris
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20 staff members while managing their day to day activities.
Apprenticeship
- Vocational Training, Bharat Pumps & Compressor Limited (BPCL), Prayagraj, Uttar Pradesh, Completed one-month vocational training at Bharat Pumps & Compressor Limited (BPCL). A central public sector undertaking under the Ministry of Heavy Industries, Government of India. Assisted the internal team in inventory management, contributing to smooth operational processes.
- Vocational Training, National Thermal Power Corporation (NTPC), Unchahar, Uttar Pradesh, Successfully completed a summer internship at the National Thermal Power Corporation (NTPC). A prominent Indian central public sector undertaking under the Government of India, specializing in electricity generation. During my tenure, I gained valuable insights into electricity generation methods involving coal and water.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Consultant
Tata Consultancy Services
02.2024 - Current
IT Service Management Analyst
Accenture Technologies Pvt. Ltd
12.2017 - 02.2024
Database Administrator
Epsilon
08.2016 - 12.2017
Sr. Support Executive
HCL Technologies
07.2015 - 08.2016
Sr. Process Associate
InterGlobe Technologies
07.2014 - 07.2015
Masters - Business Administrator, Data Analytics
Narsee Monjee Institute of Management Studies
Bachelor of Technology (B.Tech) - Electrical & Electronics Engineering
Dr. A.P.J. Abdul Kalam Technical University, Formerly (UPTU)
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