Jigar Balani

About Jigar Balani

As a Lead II, Data Analysis at Kyndryl, I provide strategic guidance to the team and ensure the quality, SLA, and SLO of IT service delivery for various clients. I have over 16 years of experience in IT service delivery, ITSM, project management, and PMO, and I hold certifications in CSM, PMP, ITILv4 MPT.My core competencies include continuous process improvement, data-driven insights, and business requirements analysis. I leverage these skills to report trends and analytics on key metrics, identify and implement improvement opportunities, and drive transformation and automation initiatives. I also facilitate collaboration and communication among stakeholders, and prepare reporting decks and action trackers. My mission is to solve business problems using IT and deliver value to the customers and the organization.

Experience

1. Service Level and Reporting Manager

   Bayer

   Dec 2023 — Present · Mumbai, IN

   Service Level Management- Analyze and review and maintain/improve service performance levels against the targets as per SLAs and OLAs- Develop and implement OKRs for Service Level Management & Reporting processes- Initiate any actions required to maintain or improve service levels- Created Ecosystem Performance Scorecard Dashboard to track real-time performance against OKRs and KPIs- Enable proactive management of Incident, Change, Problem, Availability, Knowledge, Major Incident Management processes- Review Report Specification Design Document (RSDD) for conditions for measuring and reporting SLA- Get the SLA configured in Servicenow as per the RSDD document- Create and maintain Service Level Register which shows holistic view of all SLAs including SLA types like CSL/KM across suppliers.Service Reporting Management- Produce regular reports on Service Performance, Service Levels and Key performance indicators (KPI)- Manages the ITSM Reporting request queue which includes - solutioning, designing, testing, and validating report requirements- Review, update and manage Reporting Inventory including Reporting SPOC, Frequency, Due Dates, Metrics, Distribution Method- Provides analysis and engaging education to ensure awareness and availability of information needed for effective service performance, and encourage use of Standard - Performance dashboards and Reports- Generate reports using PowerBI / Servicenow, understand data patterns and help teams with timely and data driven decisions- Agile Project management using Microsoft Planner- Understanding of IT Service Management, different processes/ dependencies and / or expertise in the systems, business processes and applicationsDynamic Share Ownership (DSO) Operating Model- Driving operational deliverables from start to end and take timely & data driven decisions- Empowering teams and collaborating actively with internal stakeholders to achieve their required business outcomes.

Education

• Ajmera High School

  Secondary School Certificate, Secondary School Certificate

  1988 — 1998

• Savitribai Phule Pune University

  Bachelor of Engineering (B.E.), Computer Engineering

  2002 — 2005

• Welingkar Institute of Management

  Postgraduate Diploma, E-Business

  2006 — 2008

• University of Mumbai

  Diploma in Computer Engineering, Computer Engineering

  1998 — 2002

Skills

• Team Management
• Security+
• Networking
• Data Center
• Iso 27001
• Management
• Information Technology
• Sla
• Service Desk
• Pmp
• IT Service Management
• IT Operations
• Incident Management
• Vendor Management
• Six Sigma
• Pre-Sales
• Itil
• IT Management
• Troubleshooting
• Project Management
• Network+
• Iso 20000
• Service Delivery