Joby Thomas
Bangalore
Summary
IT Services Managing Professional with 18 years of experience in IT/ITeS, including 12 years focused on IT Service Management (ITSM). Expertise in Change Management, Incident Management, Problem Management, and Service Level Management. Recent role as Change Manager for Kyndryl Global, enhancing client servicing across multiple geographies. Previous positions include Reporting Analyst and Team Lead, providing support to global clients and leading service desk operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Service Managing Professional - Change Manager
IBM/ Kyndryl
Bangalore
06.2022 - 08.2025
- As Change Manager, I led change initiatives across diverse teams to improve service delivery.
- Developed communication plans to inform stakeholders about upcoming changes.
- Ensure proper documentation, risk categorization, and classification of all changes that come under the purview of change management review/approval.
- Facilitate and conduct Change Advisory Board meetings for eligible changes, and ensure that necessary communications are sent, along with approvals from relevant stakeholders being recorded.
- Previous roles include Service Availability Manager, Problem Manager, Service Level Manager, Team Lead, and Senior Technical Service Representative.
Service Availability Manager
IBM
Bangalore
05.2016 - 06.2022
- Serve as the focal point to ensure and lead key processes (Incident Management, Major Incident Management, Problem Management, Change Management, and Availability Management) in the delivery of IT services in line with IBM's commitments to the clients.
- Drive major incident recovery and lead root cause investigations.
- Review and approve changes to the IT environment, in keeping with client business objectives.
- Weekly server and database availability, and baseline monitoring.
- Monthly availability reporting of various service level components.
- Ensure good governance, maintain documents, and systems as per audit requirements and key practices.
Service Level Manager
IBM
Bangalore
03.2013 - 05.2016
- Timely weekly and daily reports, providing overall service level reporting.
- Weekly review of SLA and proactive engagement with Support teams, highlighting areas of concern.
- Performance Improvement Plan and successful drive to closure of problem areas, or as directed by the customer.
- Participate in audits, respond to findings, and ensure accurate and up-to-date process documentation.
- Automate various tasks and reports using Excel for VBA, macros, and formulas.
Education
MBA - Operations And Systems Design
Jain University (Deemed-to-be-University)
Bangalore, INDIA06-2019
Bachelor of Science - Biotechnology
T. John College
Bangalore, INDIA06-2005
Skills
- ITIL framework
- IT service management
- ITIL V4 Foundation certified
- ITIL V4 Managing Professional - Create, Deliver, and Support (CDS)
- Change management, service delivery management, availability management, problem management
Certification
- ITIL v3 Foundation Certified, ITIL v3 Intermediate (Operational Support and Analysis), ITIL v4 Foundation Certified, ITIL v4 – Create, Deliver, and Support (training completed, certification targeted for Q1 2025), MS Certified - Azure Fundamentals (AZ-900)
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Additional Information
Please email me on 'thomas.joby1@outlook.com' for any clarifications/ requirements.
Timeline
IT Service Managing Professional - Change Manager
IBM/ Kyndryl
06.2022 - 08.2025
Service Availability Manager
IBM
05.2016 - 06.2022
Service Level Manager
IBM
03.2013 - 05.2016
MBA - Operations And Systems Design
Jain University (Deemed-to-be-University)
Bachelor of Science - Biotechnology
T. John College