Nikhil Mahajan

Assistant Manager Operations Management @Jio Platforms Limited Jpl

Navi Mumbai, IN

Role:Functional member and POC in an in-house Incident and Change management software team.Responsibilities:• Supervising high-severity incidents and making sure that all Critical and Major Incidents are addressed within agreed SLA response time.• Continuous follow-ups with support teams and track leads on relevant updates on open incidents.• Handling escalations and maintain communication with end users and business teams.• Enabling the teams to track the incidents by executing performance dashboards.• Ensuring SLA compliance for critical tickets.Key Achievements:• Successfully migrated from SAP Solman to an in-house open source incident management application, fully transitioning incident management process.• Maintained SLA for Jio BP incidents above 90% by creating an automated dashboard for tracking the high priority incidents and eliminating the need of manual daily and weekly data analysis.• Developed Power BI dashboards for incident and change management, enhancing visibility for OPS leads.• Developed Project Registration service using Frappe framework for inhouse users to ensure an approval workflow is maintained before project creation in Azure.

Terna Engineering College

Bachelor of Engineering - BE