Jasveer Reehal

Experienced IT Service Delivery Analyst with 3+ years in incident, change and problem management across cloud and enterprise environments. Skilled in AWS, Jira, ServiceNow, Power BI, and SQL, with a customer-first mindset and strong collaboration skills. Passionate about technology, process improvement, and delivering data-driven services at scale. Now seeking a role where I can bring this expertise to an innovative and globally recognised team.

IT Production Practice Analyst (IT Service Delivery Analyst) – Société Générale – 01.24 – 12.24

· Served as SPOC for major incidents, coordinating global production teams and communicating status to senior stakeholders to ensure service restoration and transparency.

· Collaborated with global teams to standardise production processes and share actionable insights, enhancing service consistency and compliance.

· Engage actively in relevant committees and governance structures, contributing to informed decision-making and enforcing IT standards and policies.

· Analysed infrastructure performance data and service KPIs to inform risk mitigation, service improvements, and capacity planning.

· Designed and maintained service dashboards and reports to track data latency, performance metrics, and SLA adherence improving transparency and response time.

· Partnered closely with the cybersecurity team, actively contributing insights and assisting with critical tasks to bolster security measures and mitigate risks effectively.

· Drive a variety of impactful community initiatives including charity events, community engagement activities, and collaborative projects to enhance community involvement.

IT Service Delivery Trainee – Société Générale – 03.22 – 01.24

· Supported UK IT teams in adopting ITIL-based processes for incident, change, and problem management, ensuring standardised and efficient service delivery.

· Managed ITIL processes (Change, Incident, Problem) using Jira Service Desk and ServiceNow, driving continuous improvement and policy compliance.

· Proactive engagement with UK IT stakeholders, fostering mutual understanding, and leveraging on those insights gained to optimise and streamline the approach towards my role.

· Developed KPI and KRI reports using Excel, SQL and Power BI to provide senior stakeholders with insights into service health, performance, and operational risks.

· Built service dashboards and explored automation opportunities with Power BI and SQL — reducing manual workload and enhancing data visibility.

· Stepped into senior responsibilities during team absences, maintaining service continuity and communication with stakeholders during high-pressure periods.

AWS Re/Start Program– Primed Talent – 09.21 – 12.21

· Designed secure, high-performing, cost-effective, highly available, and scalable systems by using AWS services according to best practices defined in AWS well-architected framework, Cloud Adoption framework.

· Learnt various AWS services including but not limited to EC2, EBS, EFS, IAM, VPC (Sub netting, Routing table

configuration), Route 53, S3, Trusted Advisor, Systems Manager, Lambda, Config, Cloud front, AWS Organisations, Billing, Athena, Elastic load balancing, Auto scaling, SNS.

· Gained knowledge on different areas like deployment automation using Cloud formation, Monitoring & logging using cloud watch, cloud trail, DevOps process like CI/CD, Configuration Management tools like GIT

· Gained exposure to data mining and explored different AWS database services like RDS, Dynamo DB. Learnt python basics and applied it with server less services like lambda.

· Explored different ways to interact with AWS services like AWS CLI, Management console.

BSc Hons Business Economics – University of Hertfordshire, Hatfield – 2014 – 2018

Pass – AWS Cloud Practitioner

Pass – AWS re/Start Graduate