Nilesh Jha
Asansol
Summary
NILESH KUMAR JHA
Seasoned Senior Incident Management and Application Support Analyst with over 5 years of proven expertise in efficiently mitigating and resolving complex IT incidents. Adept at managing critical incidents, coordinating multi-functional teams, and ensuring seamless IT operations. Demonstrates a remarkable ability to remain composed under pressure, responding promptly and effectively to diverse incidents. Possesses a comprehensive understanding of incident response protocols, root cause analysis, and process improvement. Strong leadership and communication skills contribute to team performance surpassing organizational goals. Skilled in major incident management, issue discovery, incident trend analysis, problem management, post-mortem analysis, and root cause analysis. Proficient in technical documentation, stakeholder management, critical thinking, data analysis, troubleshooting, and team management. Seeking to leverage my extensive incident management skills to drive operational excellence and enhance an organization's overall resilience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Technical Associate
Intouch CX
08.2022 - Current
- Result Areas:
- Investigate and troubleshoot application related problems reported by users or detected through monitoring
- Utilized monitoring tools like Kibana (ELK Stack) for continuous incident discovery and trend analysis
- Proficient in utilizing ITSM tools such as Service Now, Zendesk and Jira for effective incident and problem management
- Created comprehensive technical documentation for Zendesk problem tickets.
- Handle high-priority critical incidents (P1, P2) and outages within defined Service Level Agreement
- Monitored application performance to identify potential issues.
- Conducted extensive research and investigation to evaluate incidents impact on countries and specific sites
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Developed Knowledge base articles using confluence for global sites and stakeholders
- Familiarity with ITIL aligned service delivery practices
- Create and implement new systems to improve issue detection, reliability, and production resilience
- Providing tools access to stakeholders after successful authentication.
Customer and Partner Success Consultant
Zinfi Technologies Pvt Ltd
03.2022 - 08.2022
- Key Result Areas:
- Proficiently managed incidents originating from global regions, ensuring prompt resolution and customer satisfaction
- Diligently replicated reported issues within the UI to validate occurrences and confirm defects
- Collaborated closely with the engineering team to fulfil specific client change request, ensuring seamless execution and meeting unique partner requirements
- Responded to individual client support issues via email and meetings
Senior Process Executive
Cognizant Technology Solutions
09.2021 - 02.2022
- Proficiently managed incidents received from customer service team across global sites
- Prepared comprehensive case documentation within Salesforce CRM, outlining the troubleshooting steps provided
- Prioritized and triage cases to appropriate teams.
Process Associate
Tata Consultancy
03.2019 - 08.2021
- Result Areas:
- Created and managed incidents using the ServiceNow ensuring efficient incident tracking and resolution
- Expertly troubleshooted issues concerning client's mobile applications providing timely and effective solutions
- Addressed suspicious account activity by meticulously verifying and authenticating data, identifying potential fraud cases while adhering to
- GDPR guidelines.
Associate
WNS Global Services Pvt. Ltd
06.2018 - 02.2019
- Key Result Areas:
- Administered claim lodgments for light motor vehicles, ensuring streamlined management throughout the process
- Assisted brokers to expedite claim settlements, conducting proactive follow-ups via calls
- Demonstrated strict adherence to the claim life cycle process as a dedicated Case Manager
- Maintained positive customer relations through effective communication and helpful interactions as required
Education
Bachelor of Computer Application
2017
Skills
- Impact analysis
- Issue prioritization
- Application support
- Problem solving skills
- Post incident analysis
- Technical issue analysis
- Access Management
- Documentation and Reporting
- Desktop support
- Technical Support
- Service Level Agreement
- ITSM tools
Certification
2023: Data Analytics from Cedlearn,
Hyderabad
2019: CCNA (Router & Switch) from
Seven Mentors, Pune
2018: Higher Diploma in Software
Engineering from NIIT
2016: Diploma in Networking (N+)
Certification from NIIT
2016: Diploma in Hardware (A+)
Certification from NIIT
Accomplishments
- Achieved certificate by resolving high priority critical issues with accuracy and efficiency
- Supervised and trained team of 4 staff members
Timeline
Senior Technical Associate - Intouch CX
08.2022 - Current
Customer and Partner Success Consultant - Zinfi Technologies Pvt Ltd
03.2022 - 08.2022
Senior Process Executive - Cognizant Technology Solutions
09.2021 - 02.2022
Process Associate - Tata Consultancy
03.2019 - 08.2021
Associate - WNS Global Services Pvt. Ltd
06.2018 - 02.2019
GJUS&T - , Bachelor of Computer Application
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