PBPRINCY BANSAL
@princybansal
Proactive ITSM Analyst with expertise in incident management and ITIL.
IndiaWhat I'm looking for
I am a proactive and results-driven IT Professional with 3 years of experience in Major Incident Management, Incident Management, Change Management, and ITSM. My expertise lies in leveraging ITIL frameworks, stakeholder communication, and crisis management to enhance service delivery and operational efficiency in dynamic organizations.
At HCLTech, I managed major incidents end-to-end, led critical incident bridge calls, and collaborated with cross-functional and technical teams. I ensured strict adherence to SLAs and OLAs while proactively monitoring incident progress. My role involved conducting incident audits, analyzing gaps, and maintaining strong client relationships through effective communication and updates. I am skilled in generating detailed reports and dashboards to track incident trends and service performance, which has significantly contributed to service improvement.
Experience
Work history, roles, and key accomplishments
ITSM Analyst
HCLTech
Aug 2022 - Present (2 years 10 months)
Managed major incidents end-to-end, leading P1/P2 and critical incident bridge calls while collaborating with cross-functional teams. Ensured strict adherence to SLAs and OLAs, proactively monitoring incident progress and escalating as necessary to meet service commitments. Conducted incident audits, analyzed gaps, and maintained strong client relationships by engaging in one-on-one customer calls
Intern
HCLTech
Mar 2022 - Present (3 years 3 months)
Participated in comprehensive internal trainings including CSA & CAD, ITIL Best Practices, and HCL e-Learning Orientation. Gained foundational knowledge in Code of Business Ethics and Conduct, Information Security, Export Compliance, and Data Privacy.
Education
Degrees, certifications, and relevant coursework
Meerut Institute of Engineering & Technology
Bachelor of Technology, Computer Science & Engineering
Grade: 80
Completed a Bachelor of Technology in Computer Science & Engineering. Focused on core computer science principles and engineering applications. Achieved a strong academic performance with 80%.
City Vocational Public School
Higher Secondary Education, PCM
Grade: 75
Completed Higher Secondary education with a focus on Physics, Chemistry, and Mathematics (PCM). Achieved a strong academic performance with 75%.
City Vocational Public School
Secondary Education, General Studies
Grade: 80
Completed Secondary education. Achieved a strong academic performance with 80%.
Availability
Location
IndiaAuthorized to work in
Job categories
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