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John Ingha

@johningha

Message

I improve IT service operations through analytics, workflow redesign, and SLA delivery.

South Africa

Message

What I'm looking for

I'm looking to improve IT service delivery through process analysis, workflow redesign, SLA performance management, and data-driven reporting that gives leaders clear visibility into operational risk.

I've improved SLA-driven IT service operations for enterprise support environments, including BMW, by combining process analysis, workload coordination, and performance reporting.

At Wavenet, I direct proactive operations across six ServiceNow teams and redesigned workload distribution to reduce alert-to-assignment time by 92%, from two hours to under 10 minutes. I build ServiceNow and Power BI reporting that helps leadership prioritize workload and manage backlog risk.

At NSC Global, I reduced recurring incidents by 87%, cut workflow turnaround from seven days to two, and reduced backlog age from over 90 days to under 30. I also cut field dispatch time from seven days to under 24 hours while sustaining 98% client satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Proactive Services Coordinator

Current

Wavenet

Dec 2025 - Present (9 months)

Direct proactive service operations across six ServiceNow teams, resolving complex cross-team issues within SLA targets. Reduced alert-to-assignment time by 92% and built ServiceNow and Power BI reporting for service leadership.

ServiceNow Power BI SLA Management Incident Management Workload Management Reporting

Process Analyst

NSC Global

Feb 2022 - Nov 2025 (3 years 9 months)

Reduced recurring incident volume by 87% through gap analysis and process redesign. Delivered KPI/SLA reporting for a 50-person BMW support team using SQL and Excel, and reduced backlog age from over 90 days to under 30 days.

SQL Excel KPI Reporting SLA Management Process Improvement Backlog Management

Data Scientist Intern

ImpactVest

Aug 2022 - Dec 2022 (4 months)

Built data-driven sustainability screening models in Excel and Python to evaluate investment opportunities. Developed screening tools to support the investment team's due-diligence process.

Excel Python Data Analysis Sustainability Label Screening

Field Engineer Operations Coordinator

NSC Global

Apr 2017 - Feb 2022 (4 years 10 months)

Coordinated engineer scheduling and technical resources for enterprise clients. Cut average dispatch time from 7 days to under 24 hours and sustained 98% client satisfaction.

Coordination Scheduling Escalation Management Customer Satisfaction