Viraj Jadhav
Service Analyst @EXL
Signup · Get unlimited contacts
WORK HISTORY
Service Analyst @EXL
Manchester, GB
Monitored, managed prioritised, and resolved support requests, service desk tickets, and incidents viaphone, email, and ticketing systems, escalating critical issues. Oversaw service transition activities for the integration of new services into the live environment bycollaborating with the internal team and external suppliers. Monitored key operational tasks, including major incident management distribution lists, servicedocumentation updates, SD-to-SD incident reports, and Qualtrics file uploads. Maintained key relationships with CSPs and DSPs, ensuring SLA compliance, and addressed anyperformance issues. Conducted risk assessments for continuous service improvement through integrating ITIL principleswith Agile methodologies to develop mitigation strategies and KBAs to ensure business continuity. Chaired weekly and monthly supplier performance reviews to identify service gaps, address recurring issues, and implement solutions while keeping stakeholders informed.
EDUCATION
Loughborough Business School
Master's degree, International Business
Maharashtra State Board of Technical Education (MSBTE)
Diploma, Electronics and Telecommunication
Savitribai Phule Pune University
Bachelor of Engineering (B.E.), Electronics and Tele-Communication Engineering
ABOUT VIRAJ JADHAV
From Engineering to Service Excellence: Consulting organisations in transforming IT Operations and IT Services through ITIL, SCRUM & Agile MethodologiesWith 7+ years spanning IT, Telecom, and Retail industries, I\'ve evolved from a NOC Engineer to a Service Consultant who bridges the gap between technical complexity and business value. My journey has been defined by one core principle: turning service challenges into strategic opportunities. Core Expertise That Drives ResultsMy expertise lies in Incident & Problem Management, Change Enablement, and Salesforce Administration, powered by ITIL 4 Foundation and Certified Scrum Master methodologies. I excel at stakeholder engagement and cross-functional collaboration, ensuring service delivery aligns perfectly with business objectives while maintaining compliance and governance standards. Quantified Impact & Key AchievementsBoosted team efficiency by 11% through implementing ITSM governance frameworks and developing comprehensive SOPs and knowledge base articles at Cybage Software.Supported 500+ Salesforce users while maintaining high first-contact resolution rates across multiple communication channels, delivering seamless customer experiences at Cognizant Technology Solutions. Unique Value PropositionWhat sets me apart is my unique blend of technical depth and business acumen – I don\'t just manage processes, I optimise them. My combination of ITIL best practices with Agile/Scrum methodologies enables me to deliver continuous improvement while ensuring operational excellence. Whether it\'s leading major incident responses or implementing service enhancements, I bring a strategic mindset that transforms service delivery from reactive to proactive. Ready to ConnectI\'m passionate about driving service excellence and would love to connect with fellow professionals, recruiters, and organisations looking for expertise in Scrum Master roles, ITIL service management, Project Coordination, or Service Consulting positions.Let\'s discuss how my proven track record in service transformation can add value to your team!
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.