Jaspreet Singh Email & Phone Number

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.

• 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.

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

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

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