Nikhil Chhabra

✦ Owned end-to-end operational governance for business-critical Banking-as-a-Service platforms within a BaFin-regulated fintech environment, ensuring service stability, operational continuity, and effective governance across internal teams and third-party technology providers. ✦ Coordinated ICT third-party operational governance activities, maintaining visibility of critical service dependencies, vendor ownership structures, escalation paths, and operational controls supporting DORA-aligned resilience requirements. ✦ Led major incident response and operational recovery coordination across Engineering, Product, SRE, Compliance, Risk, and external vendors, ensuring rapid restoration of critical banking services and minimizing customer impact. ✦ Managed vendor escalations, service reviews, and SLA/KPI governance activities, driving accountability, corrective actions, and continuous service improvement across multi-vendor environments. ✦ Coordinated operational readiness and risk assessment activities partnering with Engineering and DevOps teams to evaluate service impact, implementation risk, testing readiness, and rollback preparedness. ✦ Facilitated RCA workshops, post-incident reviews, trend analysis, and preventive improvement initiatives, reducing recurring operational disruptions and strengthening resilience across critical services. ✦ Supported DORA-aligned ICT operational resilience initiatives, including third-party service governance, incident management processes, audit-ready documentation, resilience testing preparation, and service continuity coordination. ✦ Collaborated with Compliance, Risk, Engineering, Product, and external providers to assess operational risks, improve governance controls, and strengthen resilience across business-critical technology services. ✦ Leveraged Grafana, Jira and AWS operational tooling to enhance observability, proactive monitoring, dependency visibility, and operational decision-making.

✦ Led major incident, problem, and operational service management activities for global SaaS workforce management platforms operating at enterprise scale and supporting thousands of multinational customer environments. ✦ Coordinated cross-functional recovery efforts during high-priority production incidents involving Engineering, Infrastructure, SRE, and Operations teams, ensuring timely service restoration within SLA targets. ✦ Managed executive and stakeholder communication during critical incidents, providing structured updates, impact assessments, and operational coordination across technical and business teams. ✦ Acted as governance lead for production changes and operational readiness activities, facilitating CAB discussions, assessing implementation risks, and improving change success rates across multiple product lines. ✦ Monitored SLA/KPI performance, incident trends, and operational metrics using ServiceNow, Jira, Grafana, and Datadog to improve visibility, reduce MTTR, and support continuous service improvement initiatives. ✦ Facilitated Problem Management reviews, RCA discussions, and preventive action tracking, contributing to improved platform stability and reduction of recurring operational issues. ✦ Mentored Service Management specialists while promoting structured ITIL practices, operational consistency, and process maturity across incident, problem, and change management functions.

✦ Managed incident and change management for global client IT applications, ensuring ITIL compliance and reducing service disruption. ✦ Facilitated Change Advisory Board (CAB) meetings, reviewing high-risk changes and securing approvals for smooth implementation. ✦ Performed root cause analysis and implemented preventive measures to strengthen service stability. ✦ Supported PMRB activities, coordinating with problem owners and tracking corrective actions through to closure. ✦ Leveraged ServiceNow for SLA/KPI monitoring, reporting, and full incident lifecycle tracking to support transparency.

✦ Managed incidents and tasks across multiple client teams, ensuring SLA adherence and timely resolution. ✦ Coordinated directly with clients and internal teams, serving as the escalation point for service delivery issues. ✦ Oversaw change requests (CRs) within the department, ensuring proper documentation and approval. ✦ Prepared reports and quality checks (QC) to validate deliverables and maintain compliance with standards.

✦ Coordinated client-facing projects, providing daily updates and ensuring transparency for stakeholders and leadership. ✦ Handled change requests and RFCs, aligning development/design teams with business objectives. ✦ Applied Agile Scrum methodology to track progress, improve workflows, and report status to leadership. ✦ Prepared project documentation and reports, supporting continuous improvement in delivery processes.

✦ Monitored and maintained servers (2003–2012 R2), providing 24x7 support to ensure service availability in MSP environment. ✦ Utilized monitoring tools (Kaseya, Labtech, Traverse) for proactive issue detection and escalation. ✦ Managed backups and disk capacity, verifying completion and preventing service failures. ✦ Worked with ticketing systems (ConnectWise, JIRA, Zendesk) to log, escalate, and resolve issues in line with SLAs.

*Certificate of NSS by Ministry of Youth Affairs and Sports, Govt. of India *Gold medal in Quiz competition at PTU Zonal Youth Festival. *2 Gold medals in Theatre @ PTU Zonal & Inter-Zonal Youth Festival. *2nd prize in Badminton doubles at Inter College, PTU *Participation in shaping young mind programme, AIMA