Jayesh Dabholkar

About Jayesh Dabholkar

As ITIL Problem Management Specialist, I collaborate closely with the Process Owner to formulate, nurture, and implement the Problem Management Process within the Service Management function. My role encompasses conducting in-depth Incident trend analyses to proactively identify underlying Problems, thereby enabling us to implement preventive measures. I am dedicated to developing strategies and tools to assist Business Solutions, Managed Service Providers, and Service Management team members in Problem identification. With a hands-on approach, I work cross-functionally to delve into root causes and drive comprehensive root cause analyses (RCAs) to address issues at their core. Additionally, I champion governance around Problem Management, ensuring timely handling of Problem tickets from initiation to closure. My responsibilities extend to prioritizing Problems for resolution, reviewing Incidents for patterns, and communicating temporary workarounds to our business partners when necessary. Furthermore, I manage the Known Error Database (KEDB), implement operational policies and procedures, and deliver presentations and training sessions to peers and stakeholders. I possess a wealth of knowledge across various infrastructure and application technologies, coupled with robust communication, analytical, and problem-solving skills. Proficient in ServiceNow or similar ITSM tools, I have a proven track record of fostering trust-based relationships with IT leaders and Managed Service Providers. With a keen eye on technology trends, I have successfully delivered solutions to meet diverse business needs. Equipped with a bachelor\'s degree and extensive experience in Problem Management or related ITIL processes, I bring a wealth of expertise to drive excellence in Problem Management within the organization.

Experience

1. Problem Manager

   Atos

   Aug 2022 — Present · Mumbai, IN

Education

• University of Mumbai

  B.sc

  2004 — 2005