Jai Tandon
Infrastructure service management
- Role
- Infrastructure Managed Service Analyst at Accenture in India
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Jai Tandon
Experienced IT service management role with 6+ years of experience. I have been in multiple roles such as Service desk specialist, Access and Identity specialist, Product notification specialist, Problem management, change management and Incident management (MIM), Trainer, and knowledge manager. Worked on multiple tools such as ITSM tool (Service desk, Cherwell, Jira, Service now) and various Tools like (Command Center, Active Directory, Citrix, and Aloha services). I possess strong expertise in multiple roles and have implemented many AI automation plans in different projects.
Experience
Infrastructure Managed Service Analyst
Nov 2021 — Present · Gurugram, IN
I am entrusted with managing the end-to-end processes for Incident, Change, Risk, and Problem Management across multiple LOB’s also focusing on continuous process improvement. Working as a problem manager and handling multiple RCAs. Successfully documented comprehensive root cause analysis for problem incidents and recurring incidents. Oversee the management of Major Incidents, ensuring they are logged, progressed, updated, authorized, expedited, and resolved within SLA guidelines.Leverage MIM (Major Incident Management) expertise to proactively manage high-severity incidents. Played a pivotal role in driving continuous improvement by conducting trend analysis, identifying areas for process enhancement, and implementing best practices. Created new opportunities and roles to divide the work among teams to reduce the load and improve the quality of w ork. Worked as a trainer and knowledge manager, created/modified 500+ KBs gave training to 50+ new joiners, and trained 100+ employees for any process new process updates. Played a pivot role in the transition of the ITSM tool from Cherwell to Service Now. Handling daily, weekly, and bi-weekly calls with different clients/vendors, understanding new opportunities, and implementing them in the project. Working with the client and internal management on weekly calls to implement AI and automation.
Education
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
PGDBM , Information Technology and Systems Management
2020 — 2022
Guru Gobind Singh Indraprastha University
Bachelor of Business Administration - BBA(Computer Aided management ), Business Administration and Management, General
2016 — 2019
Lovely public school
International Business/Trade/Commerce
2009 — 2016
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