Harry Williams

ITSM and Incident/Request Management professional with 3+ years of experience in a 24x7x365 enterprise environment, covering incident response, change management, and problem management within ITIL-aligned, ServiceNow-based operations. Skilled in trend and KPI analysis, root cause analysis (RCA), and translating post-incident findings into retrospective reports, process improvements, and governance documentation. Experienced in monitoring process health indicators, identifying bottlenecks, and prioritizing issues affecting workforce/end-user experience.

Builds

Power BI and Excel-based reporting to track SLA/KPI compliance and support monthly governance and compliance review cycles. Strong cross-functional communicator across Engineering, Support, PM, and Field teams, with a track record of turning incident data into actionable insight for leadership.

Technical Support Engineer, Lead at Kyndryl Solutions (2023-08 – Present)

Incident & Request Management | KPI Reporting | Knowledge & Process Governance

• Managed Incident, Change, and Problem workflows in ServiceNow (CAB-aligned) across a 24x7x365 enterprise environment, ensuring ITIL process adherence and SLA/KPI compliance.
• Analyzed incident and ticket data to track KPI performance, surfacing leading and lagging indicators of process health and flagging recurring bottlenecks to leadership.
• Conducted root cause analysis (RCA) and led Post-Incident Reviews (PIRs), producing retrospective-style findings that fed into process improvements and communication playbooks.
• Served as on-call escalation owner for SEV0/SEV1/SEV2 incidents, partnering with Incident Commanders to drive timely resolution and maintain ticket quality during high-severity events.
• Incorporated CSAT survey results and direct customer feedback into prioritization of workforce-experience issues, improving stakeholder consensus during incident handling.
• Prepared, reviewed, and maintained Knowledge Base (KEDB) articles, SOPs, and runbooks, reducing repeat escalations and improving first-contact resolution.
• Built Power BI and Excel-based reporting used in monthly governance routines, supporting compliance activities including control testing and documentation updates.
• Documented and standardized operating procedures for incident, maintenance, and retirement events, and designed/updated process flow documentation to support consistent adoption.
• Shared knowledge and best practices with cross-functional teams (Engineering, Support, PM, Field) as team Lead, supporting process governance and team readiness.
• Engaged directly with end users and internal teams through support channels to gather feedback and inform process changes.

M.Sc. in Data Science – SRM University (2023)

B.Sc. in Computer Science – SRM University (2021)