Mradul Bhatnagar

About Mradul Bhatnagar

SIAM & ITSM Specialist with 11+ years of experience driving multi‑vendor governance, Major Incident Management, Problem Management (RCA/PIR/KEDB), and Change Enablement across global enterprises. I specialize in service integration, escalation leadership, cross‑tower orchestration, and improving service reliability through structured governance.I have a strong track record of restoring high‑impact services quickly, conducting in‑depth RCAs, governing suppliers, and implementing proactive improvements that reduce recurring incidents and enhance operational performance.Key Strengths:• SIAM Operating Model & Vendor Governance• Major Incident Management (MIM)• Problem Management (RCA, PIR, KEDB, Trend Analysis)• Change Enablement & CAB• SLA/KPI Governance & Executive Reporting• Risk Management & Process Optimization• Stakeholder Communication & Customer ExperienceTools: ServiceNow (SNOW), Remedy, Remedy force, Maximo, Symphony Summit, X‑Matters, Jira, COGNOS, MGAGE, CRITSIT, AMS, Spatial‑NetCertified in SIAM Foundation, ITIL 4 Foundation, and Professional Scrum Master (PSM).I’m passionate about building strong supplier relationships, improving end‑to‑end service landscapes, and enabling seamless, integrated service delivery across complex multi‑vendor ecosystems.

Experience

1. Senior Associate

   HCLTech

   Sep 2023 — Present · Noida, IN

   Own governance for Major Incidents, Problem, and Change Management in a multi-vendor environment as a SIAM consultant.• Lead Post-Incident Reviews (PIR), ensure clear action ownership, and drive follow-through to closure.• Exercise vendor governance and coordination to maintain service standards and accountability.• Orchestrate response for cybersecurity, infrastructure, Active Directory, application (Avaya, KTOC), print, and network incidents.• Identify process and account-level risks, maintain visibility through risk registers, and socialize with leadership.• Maintain service management whiteboards/dashboards to provide customer-facing status transparency.• Initiate and govern Problem and Change processes; ensure MIRs, RCAs, and KEDB entries are produced to quality.• Author KB articles and process documentation to mature organizational knowledge.• Prepare monthly management reviews and bi-weekly vendor governance decks; present performance insights and actions.• Manage AMEA client relationships and coordinate onboarding of new processes and services.• Run governance calls, publish reports, and drive timely communication and database updates.• Tools: ServiceNow, Remedyforce, X-Matters, Jira, Yammer.

Education

• Saint John's Senior Secondary School

  Senior Secondary board, All Subject

• Jodhpur National University, Jodhpur

  Bachelor of Technology - BTech, Electrical, Electronic and Communications Engineering Technology/Technician

• Saint John's Senior Secondary School

  Higher secondary school, Mathematics