Jainam Munot Email & Phone Number

Pune, Maharashtra, India

Cart, Checkout, Payments, Refund & Loyalty Programs

Bengaluru, Karnataka, India

• Lead a team of 16 analysts, ensuring productivity goals are met up to 95% through audits aligned with ITIL standards. Review performance reports to identify areas of weakness and implement performance-enhancement solutions.• Achieved $100K cost savings via a customer acquisition platform for ITSM Ticketing system, enhancing operational efficiency.• Led 1500 audits using ServiceNow & MS Excel, ensuring ITIL standards for Major Incidents & Service Desk for 6500+ users with a team of 20 analysts.• Enhanced productivity by 30% through ML-based AI integration, platform migration, process improvements, tool upgrades, & training programs.• Engage in strategic planning sessions and technology discussions to set department or company-wide goals, while driving operational actions during new client transitions and projects.Product Developed - Ideation to LaunchHAZEL - A Machine Learning Product for Process Automation of ITSM processProduct Experience• Spearheaded product conceptualization, development, and acquisition by McAfee and Trellix, showcasing end-to-end ownership.• Fostered cross-functional collaboration with engineering, design, sales, and marketing teams for seamless product launch aligned with business objectives.• Crafted and executed a comprehensive product strategy and roadmap, closely aligned with the company's vision.• Leveraged user-centric approaches, including interviews, surveys, and usability tests, to inform product enhancements.• Implemented agile methodologies, monitored key product metrics, and prioritized stakeholder feedback for continuous improvement.Specifics• Python used for ML with SVM achieving >80% accuracy.• Techniques improved data filtration and model efficiency by 77%.• NLP utilized with TF-IDF, Count Vectorizer, BoW, Stop Words, Stemming & Lemmatization.• Model constructed on Scikit-Learn + 10 libraries.• Automated Service Desk ticket routing, boosting BI report efficiency by 85%.

Bengaluru, Karnataka, India

• Drove the MI bridge (P1 & P2) using ServiceNow to reduce escalations by 25% & enhance service restoration efficiency by 15%• Managed lifecycle of incident, problem, change/release, & request aging using ServiceNow & JIRA to reduce resolution time by 20%, & increase compliance with process guidelines• Ensure a post incident review closure call takes place capturing pending actions required via Major Incident Report• Facilitate process related meetings such as Daily operations, Change Advisory Board(CAB), Problem Review Board(PRB)

Bengaluru, Karnataka, India

• Level 1.5 Support for Server, Network & Applications in Technology Services• Deliver great customer experiences by meeting and exceeding expectations around processing phone calls and chats with CSAT above 95% in Service Desk

Bachelor Of Computer Applications, Cloud Technology And Information Security, 9 - Distinction

Activities and Societies: Alumni - Rank 1 - GOLD MEDALIST - Awarded by ISRO Chairman - Dr. K Sivan EDUWAY - A ChatBot from IBM WATSON.

Indian School Certificate(Isc), Science(Physics, Chemistry, Mathematics & Biology), 73%

Activities and Societies: Runners-up in Interschool Basketball Tournament, Prefect of Scipio House

Indian Council Of Secondary Education(Icse), 10Th, 73%

Activities and Societies: Science Exhibition, School Merits, Essay Competitions, Talent Competition Participation in Science exhibition.