Navin Jall
TEAM LEAD
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About
ServiceNow ITSM Functional Consultant with 7+ years of IT experience including Incident, Problem, Change Management, SLA governance, and Service Operations. Experienced in configuring and optimizing ITSM processes aligned with ITIL best practices. Strong background in dashboard creation, performance analysis, service improvement planning, and stakeholder management. Currently leading a 20-member support team with focus on operational excellence and SLA compliance.
Experience
Team Lead – Service Operations - Tata Consultancy Services (TCS)
(2024-08)
Key Responsibilities & Achievements:
- Leading a team of 20 members managing Incident, Service Requests, and operational tasks.
- Managing SLA compliance and reducing SLA breaches through proactive monitoring.
- Configured and optimized incident lifecycle workflows aligned with ITIL practices.
- Designed and developed performance dashboards for tracking KPIs (SLA, resolution time, backlog trends).
- Conducted DSAT analysis and implemented corrective action plans to improve service quality.
- Acted as SME for ServiceNow ITSM processes and guided team on best practices.
- Collaborated with stakeholders to identify process gaps and implement improvements.
- Delivered daily operational reports and service performance metrics to management.
Senior Technical Support Specialist - Tricentis India Pvt Ltd
(2022-04 - 2024-04)
- Handled incidents and service cases within defined SLA timelines.
- Worked extensively on ticket analysis, root cause identification, and resolution management.
- Contributed to process improvement initiatives to reduce recurring incidents.
- Coordinated with cross-functional teams for change implementations.
- Maintained knowledge base articles to enhance self-service adoption.
- Worked in environments involving distributed execution and system integrations.
Technical Support Engineer - Accenture Solutions Pvt Ltd
(2021-06 - 2022-04)
- Worked on ServiceNow platform for incident logging, tracking, and resolution.
- Managed Active Directory requests and access management workflows.
- Assisted in ServiceNow chatbot configuration and property customization.
- Supported ITSM processes for enterprise-level clients.
Technical Analyst - HCLTech
(2019-02 - 2021-06)
- Supported 24x7 IT operations including incident and request management.
- Worked in ServiceNow environment handling operational tickets.
- Coordinated with infrastructure and application teams for issue resolution.
