Nihal Ansari

Background

About Nihal Ansari

As a Change Management & IT Operations Lead with over 14+ years of experience, I specialize in ITIL-aligned Problem and Change Management processes. My role involves managing end-to-end Problem and Change Management to ensure seamless service operations and compliance. I oversee the quality and integrity of processes, ensure resolution implementation through robust control procedures, and maintain the Known Error Database to track major incidents, workarounds, and resolutions. I collaborate with cross-functional teams to ensure SLA-compliant ticket resolutions and drive root cause analysis (RCA) for major incidents. By chairing review meetings and the Change Advisory Board (CAB), I ensure compliance with standards and minimize service disruptions. My expertise includes vendor and stakeholder management to optimize service delivery and resource allocation for effective incident, problem, and change handling. Process improvement and Continuous Service Improvement (CSI) are at the core of my work, where I drive initiatives that enhance the efficiency of Change Management frameworks and align them with organizational goals. I deliver actionable insights by generating KPI-focused reports and act as the key client interface, providing training and support on processes and best practices. Key Achievements: Successfully implemented ITIL-aligned processes to reduce service downtime, enhanced incident response times, and spearheaded process improvements that increased operational efficiency.