Vinayak Jhawar

• Led a successful Change Management initiative, reducing the number of unauthorized changes by 30% and improving service stability by 15%
• Prepared SNOW Dashboard for all technical teams showcasing number of Incident, Problem, PTASK, Change, CTASK open in their queue, Number of record open in a particular queue via Aging days, Number of records resolved in last 24 hours and on monthly basis reducing manual effort of extracting the reports.
• Automated Major Incident Report, Root Cause Analysis Report and Post Implementation Report for partially completed/failed changes on Service now as earlier it was attached as a word document.
• Functionally leading the ITIL process area for Incident, Problem and Change Management.
• Showcasing Monthly Business Review & Quarterly Business Review deck on ITIL Process areas.

• Standardized and implemented Change Management procedures reducing the risk of service disruption.
• Initiated Standard Change process for one of the shared services clients.
• Automated the Risk sheet on SNOW tool reducing the effort for Change Manager and Client for reviewing and approving Change Request.
• Showcasing Monthly Business Review & Quarterly Business Review deck on ITIL Process areas.
• Managing a team of 30 ITIL Associates as a people manager.
• Promoted as a People Manager in 6 months of joining.

• Manage team of 10 Service Management team members as an acting supervisor and providing operational oversight in the key ITIL Service Management areas.
• Perform quality reviews of work managed by the team and share the same with reporting manager for performance reviews of assigned staff.
• Overseeing executive-level communication related to major incidents.
• Development and review of global processes and service operation improvements.
• Participating in multiple successful client service transitions for Major Incident Management & Change Management.
• Received an appreciation and reward of 100 Euros from Cloud Infrastructure Services COO for exceptional services provided during a Major Incident in 2019.
• Received Delivery Excellence Certificate from Capgemini Delivery Executive, Capgemini Group Account Executive & CIS Cluster Account Head, Capgemini CIS Vice President in 2020.

Remote Desktop Management Support (L2) for one of the Banking Client (September 2006 to April 2011).

• Worked as a Level 2 support on Incidents which we escalated from Service Desk.
• Providing admin rights, installing / repairing software on user machine.

Incident / Situation Management / Problem Management (April 2011 – October 2015)

• Proactively monitor Service Exchange tool for high priority incident.
• Analyze Incident reports and highlight reoccurring Incidents to Problem Management for proactive Problem Tickets.
• Identify trends and potential Problem sources (by reviewing Incident reports).
• Lead Root Cause Analysis investigations to identify root causes of problems that impact the business.