Swadhin Palai Delivery Excellence Practice Manager

Senior ITSM Analyst

Cognizant

May 2021 - Current (5 years 3 months)

• Technical and Functional implementation of various Service Now Modules such Incident, Change, Problem, Service Catalog, Configuration (CMDB) & Asset Management, Service Discovery, and Orchestration • Generated Javascripts to create Business Rules, Client Scripts, UI Policies and UI Actions. • Overseeing the incident management process and team members involved in resolving the incident. • Focus on resolving technical issues related to computer applications or operating electronic systems and devices. • Effective contribution on reducing 64% Incident Backlog in 1 month and Response SLAs met for 96% MI's. • Responding to a reported service incident, identifying the cause, and initiating the incident management process. • Prioritizing

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Service Management Consultant

OISSG Group

Sep 2019 - May 2021 (1 year 9 months)

• Performing specific technical tasks to help triage breaches, analyze data, evidence collection and to be able to understand underlying causes and issues under Incident handling and response domain in NIST Special Publication 800-61. • Involved in migration of process and integrations from legacy systems, Remedy, Jira to ServiceNow (including updates) • Delivery of consulting services to install, configure, and integrate software products from ServiceNow. • Prepare technical documentation using an agile framework as specified in customer contracts and as internally required. • Provide value-based assessments and workshops to help the customer maximize business results from ServiceNow software. • Develop, update, and maintain the exis

Major Incident Manager

SAP Labs

Aug 2018 - Jul 2019 (1 year)

As a major incident manager, I am experienced in leveraging technology to issue all communications and providing key stakeholder management to ensure customer success.

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Crisis Management Specialist

Brillio Technologies

Nov 2017 - Jul 2018 (9 months)

As part of the crisis management / Red Team in Microsoft Corporation, I was responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident & Problem Management process. I have successfully recommended and documented departmental standards and procedures working under various Technical Account Managers (TAM). Below are some of my duties.

Systems Engineer

Capgemini Consulting

May 2014 - Sep 2017 (3 years 5 months)

As an aspiring IT Support Engineer responsible for managing the internal IT Infrastructure & day to day IT related issues. My role was highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately. I have successfully delivered excellent written and verbal communication skills with the ability to use it effectively and persuasively and be able to respond professionally to customers queries. Below are some of my duties

Swadhin Palai

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