About

Gitesh Jethwa is a Senior Software Engineer at Cognizant with a passion for working in top tech companies. He has had the privilege of working at tech companies while helping others get there too. Gitesh has a Bachelor’s Degree in Computer Engineering from Pravara Rural Education (SVIT), Sinnar, a Diploma in Computer Technology from K.K. Wagh Polytechnic, Nashik, and completed his SSC from St. Xavier's High School, Nashik. Gitesh has 4.77 years of relevant experience in the industry, with a tech stack that includes Software Engineering, QA, and Frontend development. He has worked towards Problem/Change/Incident Management following ITIL principles with the help of ITSM tools like ServiceNow, and has determined high-severity incidents and carried out the Major Incident Management process to resolve the issue within specified Service-Level Agreement. Gitesh has also analyzed incident trends and figured out possibilities to decrease recurring issues with collaboration with vendors/teams. He has established process workflows, determined day-to-day challenges, and tabulated data. Gitesh has attended Daily-Sync, CAB calls, and disseminated about daily activities, discussing and figuring out possibilities with management to reduce day-to-day challenges, collaborating with vendors/teams for formulation of a process thus increasing productivity by 15%. In his current role at Cognizant, Gitesh analyzes recurring trends of critical issues and involves the Problem Management team, decreasing the overall incident count and gathering data from teams while increasing customer satisfaction by 5%. He develops training materials and workflow SOPs for individual processes, trains new joiners, and educates them with Incident Management concepts to take up the responsibilities of a Major Incident Manager. Gitesh has worked at EAI Systems as a Software Associate, screening Pega support incidents and testing functionalities on non-prod environment which contributed to 10% of overall support provided for the tool. He has also executed administration activities like creation of Access Groups, Operator ID’s, Rule set versioning, and importing on QA machines for Quality Assurance. At Wipro, Gitesh was a Software Engineer, trained on ITSM tool ServiceNow used for Incident Management, learned technologies of interest like Pega PRPC, Office 365, Front-End technologies, and performed end-user L1 support via Email, Voice, and Email channels. He fixed end-user issues related to Office 365, VPN