Ninad Jambhale

• Driving the Major Incident Process to bring Application/Services online ASAP
• Sending Outage communications to customers informing them about the application on a timely basis.
• Conducted thorough analysis of incidents to determine root causes and contributing factors, facilitating the development of strategies to prevent future occurrences.
• Driving the problem management bridge calls with Stakeholders and their respective HOD's. Proactively giving them solutions
• Sending root cause analysis and post incident review report
• Assigned and reviewed work of IT project managers, systems analysts and developers.
• Collaborated with vendors and third-party partners to resolve incidents involving external services or components, ensuring effective communication and coordination.
• Maintained detailed incident records, documenting incident timelines, actions taken, and lessons learned for future reference and compliance purposes.
• Reviewed and approved project plans prior to implementation.
• Created plans for remediation ahead of time, altering procedures during actual incidents whenever necessary.
• Forming collaborating actions plans with specific actions, roles and deadlines and ensuring these are completed
• Prioritized each incident based upon its impact on business and escalated issues considered major threats.
• Provided mentoring, coaching, and training to incident response teams, enhancing their skills and expertise in incident management.
• Maintained knowledge of advances in information technology systems and applications.
• Escalations to OM/Service Managers for ensuring faster resolutions
• Updating documents related to Incident Management
• Staying in touch with the upcoming Changes
• Work closely with the change management team to understand upcoming changes, their scope, and potential impact on systems and processes. This collaboration ensures that you're aware of changes that could potentially result in incidents.

• Leading P1 and P2 issues in War Rooms

• Generated comprehensive incident reports with detailed analysis, recommendations, and actionable insights to drive improvements. .

• Utilized incident data to identify patterns and trends, providing valuable insights for continuous improvement.

• Communicating with International users over Skype for Business /Teams over call/chatting for resolving issues.

Established clear lines of communication with relevant stakeholders, including senior management, technical teams, and business units, ensuring transparency and alignment throughout incident lifecycle.

• Developed and refined best practices, playbooks, and standard operating procedures (SOPs) for efficient and effective incident management.

Collaborated with technical teams to troubleshoot complex issues, contributing to rapid resolution

Maintained composure and made critical decisions under pressure, ensuring incidents were managed efficiently and professionally.

• After resolving incidents, I coordinated post-incident reviews using ServiceNow. This allowed involved teams to document lessons learned, root cause analyses, and recommendations for preventing similar incidents in the future.

• Reporting of Scheduled Maintenance Activity / Patching Activity / Deployment of next Release to all editors, stakeholders and Incident managers including DWC and Service Delivery Lead

• Troubleshooting all websites – Looking after all the Functionality within One Web Application

• Performing Application Testing during patching/Load Balancer activities on monthly basis and updating the same to the concerned teams on WebEx Call rooms

• Looking after creation of the website and managing all the procedure till the website Go Live.

• I established a feedback loop with the incident response teams and other stakeholders. This allowed us to gather insights on what worked well during incident responses and what needed improvement. Feedback was used to refine our processes further.

• Updating documents related to applications such as troubleshooting guide.

• ServiceNow served as a central communication hub for incident-related updates. I ensured that all relevant stakeholders, including technical teams, management, and affected business units, received real-time updates on incident status, progress, and resolution efforts.

• Sterling Talent Solutions is the world’s largest company focused entirely on background checks having its main office in New York, USA
• The company offers background screening in over 200 countries, territories and dependencies
• Training and assisting newly recruited CSR’s in the process
• Background screening search process of applicants applying for job in US and across globe
• Handling the operational activities of the team
• Maintaining data on excel and sorting them using different formulas
• Maintaining the highest level of accuracy
• Ensure that the Background Screening is resolved completely
• Generating and maintaining weekly reports and metrics
• Making outbound calls to verify previous employment and inquiring about job performance.

• (Friends Provident Insurance Process), Updating the system and verifying requests which are received via scanned email/letter/phone request (updated by UK team on the system)
• Processing cases and meeting parameters for “Quality and Service level”
• Adhere to pre defined ASL’s and ensuring 100 percent quality
• Indexing the cases correctly ensuring to meet ASL’s
• Checking for payment details, in case, the case needs to be processed again from the start or needs to be sent for payment
• Ranked 1st in stack in May and June 2012.

• As an Analyst for 7 months in Sales Configuration and Management Team (SCM)
• Basically, I was working in an e-mailing process and most of the analytical work was done in Ms Excel.