Nilesh Kumar Jha
IT Governance & Compliance Analyst @ Bandhan Bank
About
I bring control and clarity to high-pressure IT incidents—when systems fail, services are disrupted, and business impact is immediate. I am a Major Incident Manager with 7 years of IT Service Management experience, including 6 years of hands-on Major Incident and Incident Management in 24×7 global production environments. I have acted as Incident Commander for P1/P2 incidents, leading bridge and war-room calls, coordinating Infrastructure, Application, and Network teams, and restoring business-critical services within SLA commitments. Alongside execution-heavy operations roles, I bring governance maturity from recent experience in a BFSI environment, where I worked in IT Governance and Compliance. In this role, I strengthened incident and change quality, audit readiness, RCA discipline, and ITSM governance reporting—helping improve operational control and reduce repeat issues. My experience spans fast-paced global digital platforms and regulated enterprise environments, allowing me to balance speed, stability, and process discipline. I thrive in environments that demand calm decision-making, strong stakeholder communication, and structured incident response under pressure. I am interested in opportunities across Major Incident Management, ITSM Operations, and Service Management roles where scale, service stability, and operational excellence are critical.
India
Noida
Information Technology & Services
Incident Commander, ITSM Operations, Information Security Management System (ISMS), Audit support, Evidence Collection, Customer Relationship Management (CRM), Teamwork, Service Desk, IT Audit, Cybersecurity, Elasticsearch, ITIL 4 Foundation, Standard Operating Procedure (SOP), Personally Identifiable Information (PII), Data Reporting, ITGC, BFSI, Data Analysis, Conflict Resolution, Root Cause Analysis
Experience
IT Governance & Compliance Analyst
Bandhan Bank
Kolkata
• Provided governance oversight for Incident Management and ITSM processes across critical banking applications. • Reviewed P1/P2 incident records to ensure correct categorisation, prioritisation, documentation quality, and closure standards aligned with ITIL practices. • Oversaw Change Management validation, reviewing evidence to confirm changes met intended business outcomes and regulatory requirements. • Tracked IT audit observations from initiation to closure, coordinated remediation with stakeholders, and strengthened control visibility through structured governance and compliance reporting.
Senior Technical Associate – Major Incident & Problem Management
IntouchCX
Hyderabad
• Acted as Primary Incident Commander for P1/P2 incidents across APAC, EMEA, and Americas in a 24×7 global production environment. • Led live bridge and war-room calls, coordinating Engineering, Infrastructure, Network, and Application teams through service restoration. • Performed real-time incident triage and validated business impact using monitoring dashboards. • Supported RCA reviews and problem trend analysis, contributing to measurable reductions in MTTR and MTTD.
Partner Success Consultant (SaaS Operations)
ZINFI Technologies, Inc.
Kolkata
• Supported SaaS incident handling and coordinated resolution with engineering teams. • Documented issue patterns, RCA notes, and SOP updates to improve consistency.
Senior Process Executive
Cognizant
Bangalore Urban
Process Associate operations
Tata Consultancy Services
Kolkata
Process Associate
WNS
Pune, Maharashtra, India
Education
Guru Jambheshwar University
Computer Application
Developed core understanding of IT systems, applications, and process-driven technology environments, forming the foundation for roles in IT operations, service management, and governance.
Nilesh Kumar Jha's Contact Information
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