Shahajahan Pathan

ITSM Consultant with 6+ years of experience in Incident Management, Problem Management, Service Delivery, and ITSM platforms. Currently working as a Global ITSM Specialist and Problem Management Process Owner, helping teams improve processes, solve recurring issues, and deliver better IT services. Experienced in ITIL-based practices, stakeholder collaboration, automation, and continuous service improvement.

Senior IT Engineer | Global ITSM Specialist – Xurrent at FEV India Pvt. Ltd. (2026-02 – Present)

• Managed and configured the Xurrent (formerly 4me) ITSM platform, including workflows, automations, and service configurations.
• Configured Service Catalogs, Request Templates, SLAs, and OLAs based on business requirements.
• Developed 10+ workflow automations resulting in approximately 50% reduction in manual effort and improved request fulfilment efficiency.
• Managed Xurrent administration, including users, roles, permissions, licenses, and platform settings.
• Defined Problem Management governance standards and Chaired Problem Review meetings.
• Served as Problem Management Process Owner, overseeing Root Cause Analysis (RCA), Known Error Management, process governance, and continual service improvement initiatives.
• Supported Incident and Major Incident Management activities to ensure timely resolution and service restoration.
• Supported Change Management activities including change review, risk assessment, and implementation coordination.

Associate Consultant | Xurrent Consultant | ITSM at Capgemini India Pvt. Ltd. (2020-09 – 2026-02)

• Administered and configured Xurrent (formerly 4me) to support ITSM processes and service operations.
• Configured Service Catalogs, Request Templates, SLAs, and OLAs based on business and client requirements.
• Created operational dashboards and SLA reporting, improving service visibility and enabling proactive management of compliance targets.
• Managed Incident and Problem Management activities, including ticket analysis, root cause identification, and resolution tracking and also maintained SLA compliance above 95%.
• Worked with global and client stakeholders on ITSM operations, service delivery, and process improvements.
• Completed an onsite assignment in Amstelveen, Netherlands, supporting global ITSM operations and client engagements.

Master of Science in Computer Science – Solapur University, Solapur (2019 – 2022)

Bachelor of Science in Computer Science – Solapur University, Solapur (2016 – 2019)