Aashish Nighot
Consultant @Infosys
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WORK HISTORY
Consultant @Infosys
Nagpur, IN
Provide strategic leadership across the full ITSM lifecycle, overseeing Incident, Request, Problem, Change, Asset, and SLA Management to drive operational excellence and ensure alignment with ITIL best practices. I manage end‑to‑end Incident and Request operations with a strong focus on ServiceNow dashboard governance, service trend analysis, escalation handling, and executive‑level communication during Major Incidents. I lead continuous service improvement by directing DSAT analysis, identifying systemic issues, and partnering with cross‑functional teams to execute targeted remediation plans. I establish and maintain robust audit frameworks, conducting regular ticket quality checks to ensure data integrity, process compliance, and consistent execution across resolver teams. I provide high‑level oversight on ageing incident and request backlogs, ensuring timely closure through structured governance and stakeholder engagement. Additionally, I lead Asset and CMDB governance, ensuring CI accuracy, lifecycle completeness, and audit readiness in close collaboration with platform, network, and application owners. I chair and guide the Change Management process, facilitating CAB meetings, validating risk and impact assessments, resolving overdue changes, and delivering insightful monthly performance reports. I also own SLA and performance governance by preparing monthly SLA dashboards, analyzing breach root causes, coordinating with technical leaders, and maintaining partner portal and scorecard compliance. Beyond operational leadership, I mentor cross‑functional teams on ITSM discipline, service reliability, and proactive service improvement, while driving Problem Management by leading RCA discussions, validating corrective actions, and ensuring durable solutions that prevent recurring issues.
EDUCATION
Dhanwate National College, Congressnagar
Bachelor of Commerce - BCom, Business/Commerce, General
ABOUT AASHISH NIGHOT
An ITIL V4 foundation Certified with an experience of 6 Years in IT Service management. Proven skills Major incident manager Incident Management and possess hands on skills on People Management, complying to best standards and practices evolving business needs. Have attended CompuCom internal training on Change management. Strong knowledge of ITIL Change and Problem Management lifecycle, principles, processes, roles, functions and activities. Demonstrated strength in gaining access to critical Service management tools - Service Now, LogMeIn, SharePoint, Cherwell and CRM etc. Hands on experience in dealing with Configuration Management and maintaining CMDB and process. Proven competency in understanding and communicating high level technical concepts by evaluating, planning, defining and implementing innovative solutions to minimize impact, enhance quality and ensure optimal up time of critical systems and services in various environments. Proven success in conducting initial site incident investigation, collecting essential information across all technical disciplines, identifying root causes, determining tasks to prevent recurrence and driving their executions. Proven experience in vendor management and stake holder management
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