ABHINAV KUMAR JHA

Phone: +91 - 8800334563

Email: ajha1012@yahoo.in

Experience: 9.2 years

Objective
Your company being one of the finest in the field, I would like to make my career through your
company to gain relevant experience. Since my entire job profile includes coordinating and
managing the business as per the company norms, coordinating with different units and providing
end to end resolution within specified turnaround time marks my excellence.

Education Certification

B.E (ECE) from SVCE, VTU: 2008-2012 ITIL V4

Mount Assisi School (SSC): 2006-2008 Scrum Master (CSM)
Mount Assisi School (ICSE): 2004-2006 Microsoft Excel (Basic & Advanced)

Tools

Ticketing Tool Service Now, JIRA, Fresh Service, BMC Remedy, CRM
Monitoring Tool Nagios, Orion, AppInsights, Graylog
Others SCCM, Active Directory, AS400, Confluence

Skills
• Incident Management, Critical Incident Management, Major Incident Management,
Problem Management, Conflict Resolution, Service level Management
• People Management, Escalation handling, Reporting & Analytics

Experience

 WNS Global Services: Team Lead (Dec 2021 – April 2023)

o Managed SLA dashboard and daily/weekly tasks and quarterly/yearly projects

o Provided detailed Root Cause Analysis (RCA) documentation to Problem Management
team while attending RCA meetings with the clients
o Managed high priority tickets by channelizing the team’s efforts in the right direction
o Validated job alerts and took measurable steps to cover the impact of job failure
o Extensively used SQL queries for timely issue resolution
o Identified and provided feedback to the team members on any shortcomings in soft skills
and process knowledge
o Communicated, escalated, investigated, and facilitated resolution of high priority Incidents
o Identified areas and opportunities to upgrade quality standards within management
processes and systems. Effectively executed and drove continuous improvement for the
project

Achievements
• Awarded as the Best Ops Manager for the quarter (July-September 2022)
 Sirion Labs, Inc.: Senior Analyst–Application Support (July 2019 – Dec 2021)

o Managed end to end incident lifecycle while ensuring successful delivery against core KPI’s
along with high quality service within SLA’s and budget
o Took ownership of new projects and provided knowledge transfers as and when required
o Managed and handled escalations and provided exemplary solutions that resulted in a
positive outcome for the firm
o Worked with the Leadership team in developing quality standards across all processes to
maintain consistency in the App Support Team
o Implemented and analyzed data to create daily, weekly, monthly, and quarterly reports
o Reviewed team performance and guided the non-achievers on ways to improve
performance

Achievements
• Awarded as the Employee of the Quarter (Oct-Dec 2019)
• Recommended for following best practices within the organization and managing work
volume efficiently while retaining quality.

 GARTNER INC.: Senior Technical Specialist (February 2018 – July 2019)

o Responsibly handled auditing and reporting of undertaken projects for maintaining SLAs
and timely delivery to clients
o Communicated, escalated, investigate, and facilitated resolution of high priority Incidents
o Responsibly handled auditing and reporting of undertaken projects for maintaining SLAs
and timely delivery to clients
o Effectively drove the incident management process while imparting process training to new
joiners
o Established policy, procedures, and standards to ensure consistent, high quality delivery of
service management
o Interacted with Problem Management, Change Management, and Incident Management
support

Achievements
• Awarded as the Best Mentor in the Team during town hall
• Nominated for the Process Excellence Award

 Capgemini: Senior System Engineer (April 2016 – January 2018)

 HCL Technologies: Senior Analyst (August 2014 – March 2016)

 Wipro Technologies: Associate (Jan 2014 – April 2014)

Hobbies: Playing Cricket and Public Speaking

Sign:
Abhinav Jha