Hi, I’m
Jyoti Kumari
ITSM( IT Service Management) Expert
Bangalore,KA
Summary
Major Incident Management, Change & Problem Specialist with over 9 years of experience in IT service management. Proven track record in optimizing change processes and minimizing incident impact while driving continuous service improvements. Expertise in ITIL framework and incident management enhances service delivery and supports business continuity. Committed to aligning IT services with organizational goals in the IT Services & Consulting sector.
Overview
10
years of professional experience
2
Certifications
2
Languages
Work History
Accenture
Associate Manager
12.2025 - Current
Job overview
- Orchestrated process refinements based on in-depth assessment of internal operations data, leading to heightened productivity levels.
- Coordinated cross-functional projects, ensuring punctual completion and adherence to company objectives.
- Coordinated ongoing team meetings to evaluate progress updates, address challenges or roadblocks, and provide direction towards successful project completion.
- Coordinated with senior management to enhance strategic planning efforts, aligning departmental aims with corporate objectives.
- Supported junior team members, facilitating professional development and strengthening competencies.
- Expertly supervised several high-priority tasks at once while meeting stringent deadlines, guaranteeing optimal resource utilization.
- Oversaw P1&P2 incidents, securing timely resolution through partnership with tech team within SLA
Tata Consultancy Services
IT Analyst- Change Manager/ Problem Manager/ Major Incident Manager
04.2022 - Current
Job overview
- Managed Change Requests (CRs), coordinated CAB meetings, conducted risk and impact assessments, liaised between technical teams and leadership, managed Major Incidents, and prepared preliminary RCAs.
- Optimized change management processes by assessing and classifying Change Requests (CRs) based on urgency and risk, accelerating the change evaluation process.
- Coordinated Change Advisory Board (CAB) meetings, facilitating informed decisions on change approvals and rejections, minimizing potential service disruptions.
- Conducted detailed risk and impact assessments on business processes, systems, and user groups, formulating mitigation plans ensuring seamless business continuity during change deployment.
- Liaised between technical teams, business units, and leadership ensuring transparent communication of change schedules, impacts, and benefits, maintaining well-informed stakeholders.
- Managed Major Incidents, adhering to Service Level Agreements (SLAs), driving incident resolution through proactive support engagement.
- Prepared preliminary RCAs documenting Business Impact, Causes, Corrective Actions and Preventative Actions, mitigating future incidents.
- Achievements:
- Improved change evaluation process by enhancing Change Request assessments and classifications.
- Minimized service disruptions by facilitating informed decisions via Change Advisory Board (CAB) meetings.
- Ensured business continuity during change deployment by formulating risk mitigation plans.
Capgemini
Associate Consultant- Change Manager/ Major Incident Manager
03.2020 - 03.2022
Job overview
- Oversaw incident management, managed critical incidents, ensured SLA adherence, reviewed and approved changes, organized CAB meetings, coordinated major changes, and managed problem deliverables.
- Planned and coordinated activities required to oversee and document the Incident Management (IM) process.
- Managed critical incidents, adhering to Service Level Agreements (SLAs), by driving resolutions through support engagement and streamlined team coordination.
- Ensured adherence to SLAs and confirmed incident closures, while acting as an escalation point and liaison for incidents.
- Reviewed and approved changes raised for Production (PROD), Pre-Production (PRE-PROD), and User Acceptance Testing (UAT) environments.
- Organized CAB (Change Approval Board) meetings and secured essential technical approvals.
- Coordinated major changes to keep leadership informed and to guarantee service delivery.
- Managed end-to-end problem deliverables; tracking action items derived from RCAs.
- Achievements:
- Streamlined Incident Management process documentation and oversight.
- Maintained SLA adherence by driving resolutions in critical incidents.
- Secured essential technical approvals by organizing CAB meetings.
Accenture Pvt. Ltd
IT Operations Associate- Incident Management
08.2017 - 03.2020
Job overview
- Mitigated High Severity Incidents, led incident bridge calls, developed incident chronologies, supervised emergency changes, engaged infrastructure support, handled cross-cloud incidents, published incident reports, and communicated updates to clients and leadership.
- Facilitated the mitigation of High Severity Incidents and publishing periodic reports of service requests.
- Orchestrated and led High Severity Incident bridge calls to mitigate critical issues.
- Developed incident chronologies for high-impact incidents; worked to reduce the reoccurrence of these issues.
- Supervised emergency changes, driving implementation to resolve Major incidents efficiently.
- Engaged infrastructure support to address server challenges remotely.
- Handled cross-cloud incidents (Azure, AWS, VMware).
- Published Daily, Weekly, and Monthly reports of Open, Pending, and Closed Incidents and Service requests, improving visibility for upper management.
- Communicated updates in the form of mail and SMS to clients and leadership, facilitating efficient information flow.
- Achievements:
- Improved incident mitigation by facilitating High Severity Incident resolutions.
- Enhanced visibility for upper management through comprehensive incident and service request reporting.
BE Summits PVT LTD
International Sales Executive
04.2016 - 03.2017
Job overview
- Generated client contacts, oversaw email channels, and managed leads to support sales efforts.
- Generated client contacts from social media platforms to cultivate interest in training programs.
- Oversaw email channels to address concerns and cultivate relationships.
- Managed leads to improve the likelihood of successful marketing outcomes.
- Achievements:
- Expanded client base by generating contacts through social media platforms.
- Cultivated client relationships by addressing concerns through email channels.
- Improved marketing outcomes through effective lead management.
Education
AMC Engineering CollegeBangalore, Karnataka
Information Science Engineering from BE
05.2015
Skills
ITIL Framework
Certification
ITIL V4 Foundation Certified
Interests
Tech Blogs, Process Improvement, Knowledge Sharing, IT Forums
Accomplishments
- Recognized by Management for various activities and continuous service improvements, demonstrating commitment to optimizing IT processes.
Timeline
Associate Manager
Accenture
12.2025 - Current
AZ-900 Azure Fundamental
08-2022
IT Analyst- Change Manager/ Problem Manager/ Major Incident Manager
Tata Consultancy Services
04.2022 - Current
ITIL V4 Foundation Certified
01-2022
Associate Consultant- Change Manager/ Major Incident Manager
Capgemini
03.2020 - 03.2022
IT Operations Associate- Incident Management
Accenture Pvt. Ltd
08.2017 - 03.2020
International Sales Executive
BE Summits PVT LTD
04.2016 - 03.2017
AMC Engineering College
Information Science Engineering from BE