Shubham Bharti
Service Management Analyst
Bengaluru,KA
Summary
Service Management Analyst with strong focus on operational efficiency and problem-solving. Proven track record in IT service management, incident resolution, and process improvement. Adept at collaborating with teams to meet goals and adapt to changing priorities. Known for strong analytical skills, effective communication, and commitment to delivering results.
Overview
9
9
years of professional experience
6
6
Certifications
Work History
Associate Service Management Analyst
Cargill Business Services (CBS)
10.2022 - Current
- Acted as Major Incident Manager, overseeing high-severity incident bridges, leading cross-functional resolution teams, and conducting after-incident reviews for rapid restoration and effective follow-up.
- Managed the complete incident lifecycle, including real-time monitoring, proactive escalation of critical events, and stakeholder communication for all major incidents and outages.
- Led monthly audits of non-compliances, maintained transparency with executives, and ensured backlog incident management for continuous service reliability.
- Functioned as Problem Manager, introducing digitized and ML-enabled RCA processes, identifying recurring issues, and championing corrective actions for systemic stability.
- Drove vendor operations with continuous SLA reviews and supported CSAT survey execution for actionable service feedback.
- Maintained and audited SAP/ERP accounts, proactively monitored service health, and responded to potential SLA/KPI breaches.
- Headed CAB meetings, scoped and reviewed changes and delivered Agile coaching to support and vendor teams for best practices in incident, problem, and change management.
- Developed and maintained global IT documentation with Yosemite tool, supporting accessible, up-to-date knowledge bases.
- Applied innovative solutions to service management challenges, updating processes and promoting a culture of collaboration and improvement
- Analyzed service management processes to identify inefficiencies, resulting in improved service delivery and operational performance.
- Led cross-functional teams in implementing IT service management tools, enhancing incident response times and user satisfaction.
- Developed and maintained service level agreements, ensuring compliance and alignment with organizational objectives and stakeholder expectations.
- Collaborated with stakeholders to gather and document requirements for service management improvements, driving alignment and project success.
- Conducted training sessions for team members on best practices in service management, fostering a culture of continuous improvement and knowledge sharing.
- Coordinated with IT teams to streamline processes, reducing service downtime and improving overall user experience.
- Conducted root cause analyses on major incidents, leading to the development of preventative measures that reduced future occurrences.
SW/Cloud Tech Support Analyst/ITSM
Accenture Plc
04.2021 - 08.2022
- Managed high-severity incidents and outage bridges, providing real-time status updates and ensuring rapid restoration of services.
- Created and rolled out CSAT surveys to measure and enhance customer experience, feeding back into service delivery improvements.
- Engaged and coordinated with vendors, monitored ERP/SAP health, and ensured all service commitments were met.
- Developed Power BI reports for trending incident analysis, SLA adherence, and monthly aging metrics for continuous improvement.
- Supported change management processes including CAB meetings, scope definition, and after-action reviews to enhance quality of business-critical changes.
- Ensured escalation, coordination, and prompt involvement of appropriate support teams for incident resolution.
- Periodically reviewed unsolved problem investigations to encourage structural solutions and process optimization.
- Maintained detailed incident reports and communicated results with stakeholders and senior management.
- Acted in Major Incident Manager ability, overseeing conference bridges, resolution teams, and after-incident reviews.
- Provided technical support for cloud infrastructure, resolving user issues and enhancing system reliability through effective troubleshooting.
- Led initiatives to optimize IT Service Management processes, resulting in increased efficiency and improved service delivery across teams.Ben
- Collaborated with cross-functional teams to implement cloud solutions, facilitating seamless integration and boosting operational performance.
- Analyzed user feedback to refine support processes, driving improvements in customer satisfaction and resolution times.
IT Service Management Associate
Tata Consultancy Services
01.2017 - 04.2021
- Incident Management: Managed the end-to-end incident lifecycle, ensuring prompt resolution of incidents and minimizing service downtime. Collaborated with technical teams to restore services and communicated effectively with stakeholders to provide status updates.
- Functioned as Major Incident Manager to coordinate cross-team efforts during outages, ensure communication and escalation, and provide rapid resolution.
- Problem Management: Identified recurring incidents and performed root cause analysis to address underlying issues. Led Problem Management activities, including initiative-taking problem detection, investigation, and resolution to prevent future incidents and improve service stability.
- Change Management: Coordinated the Change Management process, ensuring that all changes were logged, assessed, approved, and implemented with minimal disruption. Collaborated with various teams to review and prioritize change requests, ensuring alignment with business goals.
- Service Improvement: Contributed to continuous service improvement initiatives by analyzing service trends, identifying opportunities for optimization, and recommending improvements in processes to enhance efficiency and reduce risk.
- Documentation & Reporting: Supported accurate records of incidents, problems, and changes in the service management tool (ServiceNow). Provided detailed reports and metrics to senior management to track service performance and drive improvements.
- Cross-Functional Collaboration: Worked closely with IT Operations, Development, and Support teams to ensure smooth incident and change resolutions. Functioned as a liaison between technical teams and business stakeholders to align IT services with business needs.
- Led Command Center (OCC) operations with 24x7 monitoring, real-time incident response, and SAP event management.
- Automated incident and change logging processes, streamlined manual workflows, and improved productivity by 25% through process enhancement.
- Developed and implemented IT service management processes, enhancing operational efficiency and ensuring consistent service delivery.
- Analyzed service performance metrics to identify improvement opportunities, resulting in streamlined workflows and increased user satisfaction.Be
- Led cross-functional teams in deploying ITIL best practices, fostering collaboration and optimizing service management initiatives across departments.n
- Created and maintained knowledge articles and documentation, improving accessibility of information and supporting end-user self-service capabilities.
- Led cross-functional teams in deploying ITIL best practices, fostering collaboration and optimizing service management initiatives across departments.
- Conducted root cause analysis for service disruptions, driving continuous improvement initiatives that minimized future incidents and service downtime.
- Collaborated with stakeholders to define service level agreements (SLAs), ensuring alignment with business objectives and enhancing stakeholder communication.
- Trained and mentored junior staff on IT service management principles, building team capability and promoting a culture of excellence.
- Managed service requests and incident escalations, ensuring timely resolution and maintaining high standards of customer service and satisfaction.
- Strengthened internal communications through regular team meetings, updates, reports which improved coordination among departments.
- Streamlined operations by implementing efficient management strategies and workflow processes.
Education
Bachelor of Computer Applications - Computer Applications
Vaish College of Engineering, MDU
Rohtak, India 04.2001 -
Skills
Incident response management
Problem resolution
Change management
Efficiency enhancement
Customer feedback evaluation
Scrum Methodology/Agile Development
Major Incident Management/ Command Center (OCC) Operations
Vendor Management/ Business Partner Management
ERP & SAP Account Monitoring
Power BI Reporting & Data Visualization
Certification
Certification Name Acquired On Expiry On Version
Accomplishments
- Improved incident response time by 20% through initiative-taking monitoring and improved prioritization.
- Led problem management to reduce recurring incidents by 30%, enhancing overall system reliability.
- Increased change implementation success rate by 15% via better change review and team coordination.
- Delivered actionable insights and SLA analysis via advanced Power BI dashboards, supporting business decisions.
- Initiated and rolled out CSAT surveys, increasing response rate and improving feedback-based service strategies.
- Modernized documentation and RCA reporting using digitized and machine learning methods to improve transparency and efficiency.
- Built and supported Yosemite pages for global IT documentation, improving stakeholder awareness and accessibility.
- Automated IT service reporting, improving speed and accuracy of business reviews.
- Provided mentorship and Agile coaching to new Scrum Masters and support teams, fostering culture of knowledge-sharing and continuous improvement.
Timeline
Associate Service Management Analyst
Cargill Business Services (CBS)
10.2022 - Current
SW/Cloud Tech Support Analyst/ITSM
Accenture Plc
04.2021 - 08.2022
IT Service Management Associate
Tata Consultancy Services
01.2017 - 04.2021
Bachelor of Computer Applications - Computer Applications
Vaish College of Engineering, MDU
04.2001 -