Vivek Vardhan Jangam

Professional Experience – IT Service Management (GAP Inc.) :

• Managed end-to-end Major Incident Management processes for P1 and P2 issues, ensuring rapid triage, real-time coordination on bridge calls, and timely communication via ServiceNow and PagerDuty.
• Acted as the Major Incident Manager (MIM) during high-impact outages, collaborating with application, infrastructure, and network teams to drive resolution and minimize business disruption.
• Utilized Grafana dashboards and alerts to proactively monitor system health and detect anomalies, reducing incident response time.
• Led the Change Management lifecycle, including risk assessment, scheduling, stakeholder communication, and post-change reviews, adhering to ITIL best practices.
• Facilitated Problem Management by coordinating Root Cause Analysis (RCA) sessions, documenting known errors, and implementing long-term fixes to prevent recurrence.
• Maintained accurate and detailed documentation in ServiceNow, including incident reports (PIRs), change records, and problem logs.
• Ensured compliance with defined SLAs and KPIs for Incident, Change, and Problem Management, regularly reporting trends and improvements to leadership.
• Participated in 24x7 on-call rotations and incident bridges via PagerDuty for critical support coverage.
• Championed continuous service improvement initiatives, helping to reduce incident volume and improve overall system stability.
• Worked closely with cross-functional teams to align service delivery with business objectives and minimize operational risk.
• Assisted in the development of training materials for new employees on product usage and processes.
• Managed daily tasks related to Incident management, change management & Problem management.

Clarity PPM (CA PPM) Administrator (GAP Inc.):

• Administered and maintained the Clarity PPM application, including user provisioning, access management, and configuration of project templates, portfolios, and financial modules.
• Performed regular system administration tasks, such as job scheduling, instance management, and data integrity checks to ensure optimal platform performance.
• Supported customization of objects, attributes, port lets, and pages using Studio in Clarity PPM to align the application with evolving business needs.
• Worked closely with the PMO and IT teams to configure timesheets, resource management, and financial planning modules for efficient project tracking and reporting.

Monitoring Infrastructure Engineer – AT&T Project (IDP Prod Team):

• Supported the production infrastructure monitoring for AT&T’s IDP platform, ensuring real-time visibility and incident responsiveness across multiple environments.
• Monitored application and system performance using Quantum Metric to detect user experience issues and prioritize customer-impacting incidents.
• Utilized Kubernetes to monitor containerized microservices, troubleshoot pod-level issues, and ensure high availability of critical services.
• Worked with Catch point to analyze end-user performance metrics and synthetic transactions across global nodes, enabling proactive issue resolution.
• Maintained and monitored NGINX configurations and logs to support load balancing, traffic routing, and application gateway performance.
• Collaborated with SRE and DevOps teams to ensure monitoring alerts were actionable, minimizing false positives and improving triage efficiency.