Pankaj Jain
PMP, ITSM Process Consultant at HCL Technologies (Incident Management -- Infrastructure Services)
- Role
- Associate Consultant, Incident and Problem Management at HCLTech
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Pankaj Jain
I have immense experience in Critical Incident Management (Process Operations), Problem…
Experience
Associate Consultant, Incident and Problem Management
Oct 2019 — Present · Noida, IN
Predictive intelligence: Swift and accurate ticket triage, routing, assignment, and sentiment analysis through an ML-based prediction engine• Auto-assigning the tickets using algorithms• Virtual support Chatbot: On-demand handling of end user requests through text and voice conversations on Cons-bot• Easy access to knowledge-articles, response generation, and summarization of requests• Incident categorization and prioritization• CMDB: Organizing critical configuration items to readily provide in-depth visibility of all assets and services• Refer to the CMDB-Racks on all open/closed Associations of CMDBs with Incidents, Problems and Changes. • Service Catalog Services with Proper Approvals in place• Defining KPIs and align them with CSLs and constantly reviewing them• Establishing continuous service improvement (CSI) when IM Processes are reviewed upon• Working on Proactive MIM Process integration• Monthly Governance standups with Customer Leadership to evaluate, Directing and proper monitoring in place• Proper Weekly and Monthly Audits on set parameters
Education
J. D. Tytler School
Higher Secondary
1979 — 1991
J. D. Tytler School
Senior Secondary
1979 — 1991
J. D. Tytler School
High School
1979 — 1992
Skills
- Business Process
- Unix
- Networking
- Management
- Employee Engagement
- Security
- Team Management
- Oracle
- Bpo
- Service Delivery
- Business Analysis
- Sql
- Sla
- Troubleshooting
- Vendor Management
- Training
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.