Jyoti Chauhan
Incident/Problem Manager
London
Summary
Experienced IT professional with 10+ years of expertise in ITIL Change Management, Incident Management, and Problem Management. Demonstrated success leading technical teams in cybersecurity and 1st line support environments. Skilled in implementing process improvements using Lean, Six Sigma, and Agile methodologies. Known for identifying process gaps, developing strategic solutions, and fostering cross-functional collaboration to drive continuous improvement and operational excellence.
Overview
11
11
years of professional experience
2013
2013
years of post-secondary education
3
3
Certifications
Work History
Incident/Problem Manager
Trust Payment Ltd.
11.2023 - Current
- Spearhead incident response and management activities, handling technology, security, fraud, and operational disruption incidents
- Conduct incident triage to assess impact, urgency, and stakeholders, ensuring timely and coordinated responses
- Set up problem management process from scratch in my Trust Payment using the latest tools, establishing a structured approach to identifying, analysing, and resolving recurring issues to minimize disruptions
- Enhance incident management processes by contributing to the development of playbooks, interaction models, and operational procedures aligned with evolving threats and regulatory landscapes
- Participate in preparedness exercises to strengthen incident response capabilities and build operational resilience across teams
- Stay current with industry trends, regulatory requirements, and best practices to ensure compliance and continuously improve incident response effectiveness
- Utilize ITIL frameworks, business continuity planning, and risk management principles to ensure robust response protocols
- Foster cross-functional collaboration and influence stakeholders to deliver efficient incident resolutions while maintaining high standards of performance and professionalism
- Led change management initiatives as part of the problem resolution process, minimizing negative impacts on business operations.
- Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.
Process Manager
Morningstar
06.2021 - 07.2023
- Drive the Change & Release Management process to ensure high availability and risk mitigation in the market data business
- Collaborate with business and technology teams to enforce policies, manage risks, and guide technical teams towards best practices
- Facilitate Change Advisory Board (CAB) meetings, maintain schedules, and oversee system changes
- Lead root cause analysis (RCA) and develop mitigation strategies in partnership with engineering and product teams
- Draft SOPs, conduct team workshops, and implement best practices to reduce operational risk
Incident/Change Manager
Acora Ltd
02.2019 - 05.2021
- Served as the first point of contact for all major incidents, prioritising issues based on severity and product impact
- Managed incident queues, performed system health checks, and initiated the incident process for alerts
- Coordinated global teams across time zones, ensuring proper documentation and resolution of incidents
- Provided on-call support, organised bridge calls, and ensured seamless communication with stakeholders during P1 and P2 incidents
- Reviewed and approved change requests test plans, and ensured compliance with Change Management protocols
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Led teams through complex transformations, providing guidance and support throughout the process.
Cyber Defence Incident Manager
Vodafone Shared Services India
06.2018 - 12.2018
- Performed real-time monitoring, analysis, and escalation of security events across multiple log sources
- Managed spam analysis, blocked malicious URLs, and conducted root cause analysis of security breaches
- Facilitated bridge calls for critical incidents and maintained detailed documentation for RCA
IT Operations Sr. Associate
Accenture Services Pvt Ltd
01.2016 - 05.2018
- Led a 24/7/365 support team, ensuring all SLA objectives were met
- Produced KPI reports, incident analysis, and conducted service reviews with clients
- Managed major incidents, documented resolution timelines, and collaborated with cross-functional teams for RCA
Senior MS Exchange Associate
Infosys Ltd
04.2014 - 11.2015
- Provided support for Microsoft technologies, including Active Directory, Exchange, and Windows Server
- Handled account management, two-factor authentication issues, and remote troubleshooting for global clients
- Generated incident reports and identified process improvement opportunities
Education
Bachelor’s Degree - Computer Applications
Shillong College
Skills
- ITIL Operations: Major Incident Management, Change Management, Problem Management, Service Management, BCP
- Ticketing Tools: BMC Remedy, ServiceNow, JIRA, Zendesk
- Security Tools: Symantec Gateway, Mimecast, PhishMe, MxToolbox, VirusTotal, Websense, WireShark, IPvoid
- Event Monitoring: AWS CloudWatch, SignalFx, Akamai Luna Console, Nagios, Datadog, Splunk
- Directory Services: Active Directory (Account administration, Group Policies, Security Groups)
- Authentication Tools: SafeNet, Symantec VIP
- Server & Security Platforms: CyberArk, SEIM Tools (ArcSight, Splunk), Microsoft Exchange
Certification
ITIL Foundation V3
Accomplishments
- Service Commitment Award – Accenture (2017)
- Best Team Award – Vodafone (2018)
- Yearly Performance Award – Acora Ltd (2022)
Timeline
Incident/Problem Manager
Trust Payment Ltd.
11.2023 - Current
Process Manager
Morningstar
06.2021 - 07.2023
Incident/Change Manager
Acora Ltd
02.2019 - 05.2021
Cyber Defence Incident Manager
Vodafone Shared Services India
06.2018 - 12.2018
IT Operations Sr. Associate
Accenture Services Pvt Ltd
01.2016 - 05.2018
Senior MS Exchange Associate
Infosys Ltd
04.2014 - 11.2015
Bachelor’s Degree - Computer Applications
Shillong College
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