NIRANJANA NANDAKUMAR
Dubai,UAE
Summary
IT Service Management Analyst with proven experience supporting airline IT operations through structured Incident, Change, Problem, Vendor, and Service Catalogue Management. Strong knowledge of ITIL frameworks and aviation system environments, ensuring service continuity and operational excellence. Adept at coordinating with internal teams and external vendors to resolve issues, manage changes, and deliver service improvements within SLA targets.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
IT Service Management Analyst
flydubai (Jumbo Group)
Dubai, UAE
01.2025 - Current
- Manage end-to-end incident lifecycle, including logging, triaging, escalation, and resolution to minimize impact on flight operations and passenger services.
- Coordinate and facilitate Change Management activities including risk analysis, impact assessments, scheduling, approval workflows, and post-implementation reviews.
- Lead Problem Management processes, performing root cause analysis on recurring incidents and working with technical teams and vendors to implement permanent fixes.
- Administer and maintain IT Service Catalogue, ensuring service descriptions, SLAs, and escalation matrices are current and aligned with operational requirements.
- Liaise with multiple vendors and internal teams to track service performance, manage escalations, and ensure SLA adherence.
- Participate in Change Advisory Board (CAB) meetings and service review sessions to ensure governance and quality standards are met.
- Prepare regular incident, change, and problem reports, highlighting trends, service performance, and improvement opportunities for management review.
- Contribute to service improvement initiatives, identifying process gaps and recommending enhancements to improve response times and system availability.
Delivery Analyst
IBM India Pvt Ltd / Kyndryl India Pvt Ltd
Bangalore, India
01.2021 - 05.2023
- Performing gap analysis against the ITIL framework of best practices to achieve quality IT service.
- Fostered agile planning methodologies to efficiently and effectively manage projects to deadline.
- Apply defect prevention methodology across accounts within a location/centre through the application of root cause analysis (RCA).
- Analyzed and processed results from metrics assessments, raising reports to maintain smooth project delivery.
- Designed and developed reports to consistently achieve targets in line with IT strategy.
- Conferred with management to determine IT objectives leading to improved business outcomes.
- Worked with project teams to guarantee solutions developed met acceptance criteria.
- Preparing process behaviour analysis and root cause analysis using '5 Whys' method to find the actual cause of the problem.
- Reviewed existing IT systems and internal processes, collected and analyzed data to identify improvement areas.
- Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines.
- Drove continuous service improvement and documented procedures, policies and best practices for future reference.
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA's and work processes.
- Ensuring continuous interaction with the stakeholders to make sure that area of concern can be worked upon for improved service levels.
Education
B-Tech - Electronics and Communication Engineering
APJ Abdul Kalam Technological University
India 08.2016 - 06.2020
Skills
- ITIL 4 aligned service management
- Incident, Problem, Change & Service Request Management
- Major Incident Management (MIM) & bridge coordination
- Service catalogue & request fulfillment workflows
ITSM Tools & Platforms
- ServiceNow
- ServiceDesk Plus
- Symphony AI
- Microsoft Office suite
Certification
ITIL V3 Foundation Certificate by Axelos
LANGUAGES
English: Fluent
Beginner
Malayalam: Native
Beginner
Tamil
Upper intermediate
Hindi
Intermediate
Timeline
IT Service Management Analyst
flydubai (Jumbo Group)
01.2025 - Current
Delivery Analyst
IBM India Pvt Ltd / Kyndryl India Pvt Ltd
01.2021 - 05.2023
B-Tech - Electronics and Communication Engineering
APJ Abdul Kalam Technological University
08.2016 - 06.2020