Jaspreet Singh Email & Phone Number

Palo Alto, Ca, Us

Palo Alto, Ca, Us

Waldorf, De

• At SAP Ariba, I am leading reactive and proactive Problem Management efforts by conducting root causes analysis and ensuring timely delivery of RCA reports to the leadership. • Generating comprehensive Root Cause Analysis (RCA) reports, providing insights into the underlying causes of incidents and actionable recommendations for preventing future occurrences.• Conducting quarterly and monthly trend analysis on Problem Management data, identifying patterns and areas for improvement, resulting in a significant reduction in recurring incidents and improved system stability.• Creating and maintaining Dashboards in Jira and ServiceNow, facilitating real-time visibility into problem management metrics and KPIs for stakeholders.• Facilitating Change Advisory Board (CAB) meetings and Major Change Lead (MCL) review sessions, ensuring thorough evaluation and approval of proposed changes, thereby minimizing risks to business operations.• Successfully reducing change-related incidents by implementing rigorous MCL reviews, ensuring all changes are thoroughly assessed and tested before deployment.• Mentoring and trained new hires on Problem Management processes, tools, and best practices, ensuring a smooth transition and knowledge transfer within the team.• Aligning problem and change management processes based on ITIL best practices.• Providing support to multiple DevOps teams during large-scale product launches, leveraging automation to streamline processes and enhance efficiency.• Developing and maintaining disaster recovery documentation, ensuring business continuity in the event of system failures or disasters.• Spearheading Problem and Change Management activities during multi-line-of-business (LOB) process harmonization from Ariba, Concur, and Fieldglass, ensuring seamless operations and minimal disruption to services.

• Work in coordination with ITIL processes like Incident, Problem and Change management.• Responsible for engaging in all eBay Corp Major Incidents and Align desired resources for fixing the issue, initiate technical bridge call and share updates on Skype/Lync chats with Technical teams and management.• Facilitates communication with clients, support team and vendor/suppliers. • Finding the right support group for different incidents and outages following knowledge base and SOPs. • Carefully document all tech conversation over bridge and send incident summary. • Participate in CAB Meeting and identify the business impact for proposed changes.• Analyse the change requests based on impact statement.• Facilitate smooth change implementation windows and engage in case of major incident while implementing changes.• Create Problem tickets after incident resolution and follow up for Root cause analysis.• Create Post Incident Review document and share with stakeholders.• Update the Information regarding scheduled changes on Change Management SharePoint.• Maintained process documentation and templates associated with the role.

Mumbai, Maharashtra, In

• Responsible for actively engaging in Severity 1 and 2 incidents and restore business normal operations as quickly as possible and update the customer.• Align desired resources for fixing the issue, initiate technical & management bridge and share correct updates being the single point of contact for customer, Technical teams and management • Ensures that an action plan is in place for restoring the services within SLA• Managing customer escalations and actively follow up with support teams.• Follow escalation matrix and ensure timely communication to internal & external stakeholders• Prepare Major Incident Report (MIR) to be shared with customer and management• Shares process improvement plans for handling the critical incidents that might help in quicker service restoration in future• Generated in-depth Root Cause Analysis reports and maintained tasks related to problem tickets.• Facilitates communication with clients, team members, suppliers to ensure the actions and changes which may affect them are known Documents commitments and action items• Suggest process improvement areas based on ITIL methodology and make recommendations to improve customer satisfaction.

Bangalore, Karnataka, In

• Drove investigation of root cause analysis for critical events• Once root cause is determined, initiate the assignation of corrective action items.• Initiate change requests related to RCA for mitigation• Get the workarounds documented to be incorporated in knowledge base and communicates progress of problem investigation to stake holders.• Conducted weekly and monthly Problem Management meetings and monitored progress of action plans.• Ensure that the technical groups adhere to processes and procedures, and document Root Cause and Action Items implemented for successful fix• Analyze reports and examine potential patterns of incidents that may indicate a trend and or potential problem• Monitor account performance, Track SLA metrics, generate reports, trends & dashboards • Prepare monthly problem reports and present the data to the stakeholders• To work in coordination with various ITIL processes like Incident, Knowledge, Change and Release management processes.• Audit the assigned tickets in Problem Management queue to ensure that they are under compliance• Participation in monthly stakeholder’s meeting, MOR calls and other daily/weekly calls(Tier1, Tier2, Weekly checkpoint, Process calls)• Manage and co-ordinate change implementation, monitor and report, review and close change requests.• Perform responsibilities of assessing the change management impact to the organization.• Conducted Incident Management training for newly acquired service support functions across Honeywell IT globally; also provide training to L1 Service Desk and L2 support team members.• Produced management information reports, including KPIs and trackers. Also maintained daily productivity reports.• Completed Incident Management Process Governance audits to ensure process is adhered and applied across IT Service Desk and various other IT Functional groups.

Bangalore, Karnataka, In

• Worked as Shift lead to manage day to day Service Desk operations and ensure that the targets are met.• Preparing SLA reports for project analysis & presenting the same to the client.• Provide On-call Support for Severity 1 issues and Escalation handling based on the ITIL framework.• Coordinated with the Incident Management team on Major Incident/Outage. Worked with Problem Management on the problem tickets opened due to multiple Incidents. • Received and recorded technical and application support calls from end users following the Incident Management, Problem Management, Service Request Fulfilment, Knowledge Management and Change Management.• Managed service requests, software installations, new computer setups, upgrades, etc.

B.Tech, Electrical Engg

B Tech, Electrical Engineering

Secondary, Physics, Chemistry, Maths

Education record