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darshan vyas

@darshanvyas2

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I lead IT service delivery, product support, and project operations for enterprise clients.

India

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What I'm looking for

I'm targeting Project and Product Management assignments in the IT industry, where I can lead SLA-driven delivery, improve operations, manage stakeholders, and support enterprise products and services.

I've supported enterprise IT operations for Royal Bank of Canada through TCS, managing capital-markets tasks, incidents, ServiceNow workflows, Control-M jobs, and ITRS monitoring.

At TCS, I've also owned high-impact incident, problem, and change management, coordinating resources, leading incident bridge calls, documenting RCAs, and improving ITSM processes within SLA and OLA timelines.

Previously at eClinicalWorks, I supported U.S.-based clients by translating requirements into product solutions, investigating server and client logs, testing software modules, resolving database issues, and delivering product training.

Across 15+ years in product support, technical operations, and project management, I've led cross-functional teams, managed international stakeholders, and worked with MySQL, MSSQL, Oracle 11g, UNIX, Linux, Jira, Bugzilla, and IBM Cognos.

Experience

Work history, roles, and key accomplishments

Problem Manager

Tata Consultancy Services

Feb 2024 - Jan 2025 (11 months)

Managed Incident, Problem, and Change tickets in ServiceNow, leading high-impact incident resolution and coordinating resources to meet SLA/OLA timelines. Conducted post-incident quality checks and published Known Error articles.

ServiceNow Incident Management Problem Management Change Management RCA SLA Management

Software Request Analyst

Tata Consultancy Services

Jan 2024 - Jan 2025 (1 year)

Reviewed and processed employee software requests in ServiceNow, ensuring licensing compliance and maintaining software asset inventory. Optimized software catalog and workflows using ITSM and generated reports on requests and fulfillment.

ServiceNow ITSM Flexera Software Asset Management Reporting

Senior Technical Developer

Tata Consultancy Services

Feb 2021 - Jan 2023 (1 year 11 months)

Managed US, UK, and Canada clients, monitoring daily tasks for capital markets and working with cross-functional teams. Created and tracked incidents, managed jobs on Control-M and ServiceNow, and worked on ITRS monitoring tools.

ITRS Geneos Control M ServiceNow MySQL MSSQL Unix Linux Incident Management Capital Markets

Senior Software Specialist

e-Clinical Works Pvt. Ltd.

Aug 2015 - Oct 2020 (5 years 2 months)

Managed international clients (U.S. based), gathered requirements, and delivered solutions. Liaised with cross-functional teams, maintained SLRs, and used tools like Bugzilla and JIRA for bug resolution.

Bugzilla Jira IBM Cognos MySQL MSSQL Manual Testing Client Management Technical Documentation

Customer Service Representative

Silgate Solutions Ltd

Jun 2011 - Jun 2014 (3 years)

Guided a team of three members on Agile methodology and worked with international clients to understand and resolve product/service issues. Built strong customer relationships and maintained communication to ensure smooth business processes.

Agile Customer Relationship Management Communication Skills Team Leadership